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Replies from customer in ticketsystem are not being emailed


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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?



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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'

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