Replies from customer in ticketsystem are not being emailed

[hostservice_71]

Hi,

 

We're using the build in support ticket system in whmcs. It works fine, e-mail piping is setup etc. When a customer send in a ticket, we get an e-mail.

Then when the system sends out ticket-replies like auto-close, we receive them too by mail.

 

But when the the customer replies (they need to be logged in) on one of our responses, there's no e-mail to inform us.

It's like we have to guess or check every day if tickets are being replied to.

 

What did we set wrong?

 

Thanks!

[CCSupport]

First thing to do is make sure your support admins have been assigned the Support role AND to receive support notifications....

 

Go to: Setup > Staff Management > Administrator Users

 

Then edit each staff member one by one and make sure they are assigned to the department and also the 'Enable Ticket Notifications'

[hostservice_71]

Hi CCSupport,

 

Thanks! It seems that Enable Ticket Notifications wasn't ticked, let's see if that does the trick. Thank you!

[CCSupport]

No worries, happy to help.