PROBLEM with "Require all tickets to be opened from the client area"

[commacomma]

Hello,

 

We'd love to use the option of "Require all tickets to be opened from the client area" but this presents a problem. Currently, and for years, customers have emails support@ourdomain.com - but when we enable the option of "Require all tickets to be opened from the client area" - if you send an email to support@ourdomain.com there's no reply saying "Unfortunately, we require you to login to open a new support ticket." - there's actually no reply at all. Have we missed something? How would we use this option without alienating customers trying to open a support ticket directly by emailing?

 

Thanks.

Edited February 11, 2014 by commacomma

[malfunction]

Doesn't really need WHMCS to do anything, just set up an autoresponder on the support@ourdomain.com address with an appropriate message (preferably not including the word "unfortunately") that will go out when people send an email to that address.

[commacomma]

Thanks. Wouldn't they then receive that auto-responder when replying to every reply from the support department, instead of just on the initial attempt to create the new support ticket?

[TekStorm Inc - James]

Doesn't really need WHMCS to do anything, just set up an autoresponder on the support@ourdomain.com address with an appropriate message (preferably not including the word "unfortunately") that will go out when people send an email to that address.

 

See the "Replies Only Bounce Message" e-mail template within WHMCS.

[CavalloComm]

No the Replies Only Bounce message is not the one for "Require all tickets to be opened from the client area", which is different than replies only.

 

He is right, it sends nothing, and it defeats the purposed because then the customer is mad that they didn't get their ticket open. I always ask them if they would email the fire department, they usually relax after that.