Support Ticket Responses going to all Contacts

[inspyre]

Hi there,

 

We have some customers with multiple contacts listed, and when one of the Contacts submits a support ticket, all replies to that ticket are also sent to the main account email address. Is this a bug, or is there a config somewhere that will only send ticket replies to the email address of the person who opened the ticket?

 

Cheers,

Brad

[SeanP]

The main address, of the client account, will get ALL email notifications. The contacts themselves, only get the emails you configure for them to receive. I don't believe there is a way to prevent the main email address from receiving every notification. We've had cases where the manager of a department created an account, then wanted their employee to be the one who received all the emails. We had to make the manager a sub-account contact, and the employee the main email address on the account.

[inspyre]

Thanks for your reply! So there's no way to prevent the main account email from getting all notifications? Bollocks. Might suggest that as a future feature, 'cause I suppose others will be having the same issue at some point. It's just the support tickets that are a pain - the owner/manager doesn't need to see all the support responses we give to her employees.

 

Interim fix I suppose will have to be altering the main account contact to a fake email address and setting up the manager as a sub contact - unless anyone else has any better ideas?

 

Thanks for your reply SiteOX!