intekhost Posted April 7, 2013 Share Posted April 7, 2013 Hi, When someone sends an email to support@domain.com and i reply it double posts this in the clients ticket, and its really annoying them. I have enabled (Disable Reply Email Logging) from admin and "do not send autoresponder for new tickets" int he support department but it doesn't seem to be working? So for example it will be like this in the client area ticket section.. ---------------- Client: Hello Support: you have opened a ticket please see the ticket ID etc etc.. Support: Hello Support: you have a reply to your ticket please see the ticket ID etc etc.. Client: What? Support: Sorry that was just an automated message from our system, how can I help? Support: you have a reply to your ticket please see the ticket ID etc etc.. client: I just want to know how to turn off a forwarder.. Support: you have a reply to your ticket please see the ticket ID etc etc.. Support: No problem this is how you do it.. etc etc.. Support: you have a reply to your ticket please see the ticket ID etc etc.. Client: ok, why all these auto responder messages? Please help..our clients are quite old. 0 Quote Link to comment Share on other sites More sharing options...
intekhost Posted April 8, 2013 Author Share Posted April 8, 2013 anyone able to help? 0 Quote Link to comment Share on other sites More sharing options...
AssociatedVOIP Posted June 8, 2013 Share Posted June 8, 2013 (edited) Things to try: Disable any autorespond email template. From admin area >> Setup >> Email Templates Click the the message title Check to disable template It could also be that you have your whmcs email set as the support email. If the system notifies you that a ticket needs to be checked, then it would import to the ticket. From the admin area >> Setup >> Staff Management >> Administration Roles Click the edit icon next to the department role you are assigned to. Scroll to the bottom and uncheck support emails notifications. Check your own account settings. From the admin area >> Setup >> Staff Management >> Administration Users Click the edit icon next to your name. Make sure your email address is one you use OUTSIDE of the whmcs software. Edited June 8, 2013 by AssociatedVOIP 0 Quote Link to comment Share on other sites More sharing options...
WHMCS Support Manager WHMCS John Posted June 11, 2013 WHMCS Support Manager Share Posted June 11, 2013 Hi, This means you've a conflict between your administrator and support department email address. You must ensure they are unique as AssociatedVOIP suggested. 0 Quote Link to comment Share on other sites More sharing options...
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