Sending Emails when piping from that email address

[Dicko_md]

Hi

 

I have set up email piping so customers can email reply and it updates on the ticket.

 

If I am out and about and need to update a ticket from my phone. It wont update the ticket because of the issue below

 

Blocked Potential Email Loop

 

I understand the reasoning but is there a way to say if from support email account it does not loop and keep sending emails ?

 

Thanks in advance

 

Martyn

[WHMCS John]

Hi,

This sounds like you may have a conflict between your administrator and support department email addresses. Ensure you do not see the same email addresses list on these two pages:

 

1. Setup > Support > Support Departments>

2. Setup > Staff Management > Administrator Users

[Dicko_md]

Hi

 

Yes support is a admin account. How is the pipe meant to work if you cant pipe back in to the ticket from the support email ?

 

I would like it all to come from the same email ?

 

Thanks

 

Martyn

[RFEHosting]

Your admin account should be getting emails about new tickets/replies. So if you reply to those tickets via your admin accounts email it will update the ticket and send the client the reply via whmcs.

 

So make sure your admin account is not using the same email account that your support dept piping is using.

[Dicko_md]

I have a sales@ which is the main email address and then I added billing@ support@ . Billing was for billing and support is for tickets. Ive split the admin roles up.

 

I also have server.alerts which is used in whm for crons and server issues. I found they all got lost in the sales@ address.

 

What is the ideal set up and including email piping?

 

Thanks Martyn