When Not Logged In But Raise Ticket With Correct Email

[epode]

I haven't quite finished searching all posts and testing all variables but thought I would post this in case someone can offer a quick fix ...

 

A client raises a support ticket from our website without first logging in. He uses the email address listed on his account profile with us but the ticket is NOT associated to his account.

 

So when he logs in, he can't see the ticket he has just raised.

 

Is this normal?

 

I would have thought the ticket system should loop through the client list to see if that email exists and then associate the client ID number to the ticket.

 

We must have our settings wrong somewhere?

 

Any helpers?

 

We're using the latest versing v5+

 

Thanks.

[UH-Matt]

Any update from anyone on this? Surely if a ticket is received from an email address known to be a WHMCS user it should go inside their ticket list? no?

[epode]

Anyone! Please let us know how it works for you ...

 

If an existing customer submits a ticket without first logging in and uses their correct email then should that ticket be associated with their account?

 

We're getting tickets with the client status ...

 

Client: Not a Registered Client

 

... even though they are registered and active and using the correct email address.

 

Can someone take the time to let us know if this is the correct way it should be working?

 

Or have we missed a setting somewhere?

 

Thanks.

[epode]

Okay - I think we've found the solution (after a bit of research and reading the documentation) ...

 

From > support > supoport departments

 

We had this box ticked ...

 

"Pipe replies only - Require all tickets to be opened from the client area"

 

Unticking it appears to have made the difference but we are still testing it to make sure.