O-bit Posted October 10, 2007 Share Posted October 10, 2007 Hi I have the support ticket system working so far to a point but have a question regarding replies by email. If I reply to a ticket by email the reply is shown in the customers ticket but says it's from the email I replied from and not 'Staff' This means that when the customer logs in to their ticket system it doesn't show as 'Answered' IE it remains as 'Customer-Reply'. If I respond via the admin system it does work though. Which email should I reply to customer support tickets because if I switch to allow only registered clients I can't reply to tickets by email IE I get the 'Unregistered Email Address' message in the import log. Thanks in advance for any help. 0 Quote Link to comment Share on other sites More sharing options...
lostinspace Posted October 10, 2007 Share Posted October 10, 2007 You need to log into WHMCS to make staff replies. 0 Quote Link to comment Share on other sites More sharing options...
WHMCS CEO Matt Posted October 10, 2007 WHMCS CEO Share Posted October 10, 2007 You need to reply using your admin email address. Matt 0 Quote Link to comment Share on other sites More sharing options...
lostinspace Posted October 10, 2007 Share Posted October 10, 2007 Then one would need to ensure the WHMCS's reply-to e-mail (System Emails From Email) is a valid one under the Mail config? 0 Quote Link to comment Share on other sites More sharing options...
lostinspace Posted October 10, 2007 Share Posted October 10, 2007 OK, I did some testing. Staff replies via e-mail will ONLY work if you have not set anything in the "System Emails From Name" and "System Emails From Email" boxes under the configuration>mail section. Now each ticket notice for a staff member gets the reply-to of the department e-mail address. 0 Quote Link to comment Share on other sites More sharing options...
O-bit Posted October 11, 2007 Author Share Posted October 11, 2007 Thanks guys, I've not tried removing System Emails From Name" etc yet s I want to check all possible avenues just in case. But have tried Matt's suggestion 'You need to reply using your admin email address.' without any luck. I have a POP account set up which I use as main system email EG webmaster@XXX.com I have a POP account set up which I use for the support dept EG support@xxx.com which is forwarded to: | php -q /xxxpath/xxxpath/xxxpath/hosting/pipe/pipe.php If I reply to support tickets using webmaster@XXX.com I get: Unregistered Email Address If I reply to support tickets using support@XXX.com I get: Blocked Potential Email Loop Any thoughts? 0 Quote Link to comment Share on other sites More sharing options...
O-bit Posted October 11, 2007 Author Share Posted October 11, 2007 OK, Solved. Don't think I read the reply properly. All I did was changed the main admin users email address to webmaster@XXX.com and it all works 100% Thanks for your help. Matt - this system is perfect. I have used AWBS, Modern Bill plus a few others and am currently testing HSP Complete for a client that has loads of Plesk servers. WHMCS is head and shoulders above the others for ease of use and functionality. Well done. 0 Quote Link to comment Share on other sites More sharing options...
lostinspace Posted October 11, 2007 Share Posted October 11, 2007 O-bit, So when you reply to a ticket via e-mail, the WHMCS imports the full e-mail body into the ticket without issue? 0 Quote Link to comment Share on other sites More sharing options...
WHMCS CEO Matt Posted October 11, 2007 WHMCS CEO Share Posted October 11, 2007 Matt - this system is perfect. I have used AWBS, Modern Bill plus a few others and am currently testing HSP Complete for a client that has loads of Plesk servers. WHMCS is head and shoulders above the others for ease of use and functionality. Well done. Thanks! Always nice to hear positive feedback from users. So when you reply to a ticket via e-mail, the WHMCS imports the full e-mail body into the ticket without issue? Of course! That's what the email piping does. If you've got an issue, open a ticket and I'll take a look. Matt 0 Quote Link to comment Share on other sites More sharing options...
lostinspace Posted October 11, 2007 Share Posted October 11, 2007 Matt, I understand the concept and our piping works. However, when we reply to a ticket via an e-mail client the e-mail body is truncated from the ticket. Therefore, the replies are blank. This is when a staff member replies via an e-mail client, not the customer. 0 Quote Link to comment Share on other sites More sharing options...
WHMCS CEO Matt Posted October 11, 2007 WHMCS CEO Share Posted October 11, 2007 Are you replying below the original? The reply must be above it or it gets cut off. Matt 0 Quote Link to comment Share on other sites More sharing options...
lostinspace Posted October 11, 2007 Share Posted October 11, 2007 Yeah, my client (Thunderbird) is set to reply above text. I've tried it above, I've tried it with just the reply text. Same results - blank ticket reply in WHMCS. 0 Quote Link to comment Share on other sites More sharing options...
lostinspace Posted October 11, 2007 Share Posted October 11, 2007 Here's a screeny of the reply from the e-mail client: Here's a screeny of the ticket: 0 Quote Link to comment Share on other sites More sharing options...
O-bit Posted October 11, 2007 Author Share Posted October 11, 2007 O-bit, So when you reply to a ticket via e-mail, the WHMCS imports the full e-mail body into the ticket without issue? lostinspace - yes - I'm using Entourage and the email body is importing in properly. My messages are also replied / sent as HTML. 0 Quote Link to comment Share on other sites More sharing options...
lostinspace Posted October 11, 2007 Share Posted October 11, 2007 Hmmm, your reply got me somewhere actually. I tried a reply using Outlook and it worked fine (but I left the HTML format). Thunderbird is set to reply using plain text no mater what format the original message is in. Odd? So plain text replies are getting sent to the toilet. 0 Quote Link to comment Share on other sites More sharing options...
lostinspace Posted October 11, 2007 Share Posted October 11, 2007 Confirmed, tried a reply again with Outlook and changed to plain text reply. Message tanked. This kinda stinks for when you need to reply with a PDA or something. So here's the run-down: Replys including both HTML and TEXT versions SUCCEED. Replys including HTML only FAIL. Replys including TEXT only FAIL. 0 Quote Link to comment Share on other sites More sharing options...
Troy Posted October 11, 2007 Share Posted October 11, 2007 I discovered this same problem on a new hosting site that is using WHMCS. To my knowledge though, it only happened when the reply was html without any plain text. When I replied with a message that was text AND html, it was properly parsed. (Using pop3 import, not direct piping). I never tried ONLY text though. I had a ticket open regarding this issue, but have let it languish do to other things occupying my time. 0 Quote Link to comment Share on other sites More sharing options...
Troy Posted October 16, 2007 Share Posted October 16, 2007 Matt gave me a new pop.php file today that appears to have resolved this problem. You may want to request it from him if you have this problem. 0 Quote Link to comment Share on other sites More sharing options...
lostinspace Posted October 26, 2007 Share Posted October 26, 2007 Any chance you can provide this file? 0 Quote Link to comment Share on other sites More sharing options...
PPH Posted October 26, 2007 Share Posted October 26, 2007 Any chance you can provide this file?That would be a violation of the software license. Just request the file from Matt and if he feels it should be available or ready, he will send it to you. 0 Quote Link to comment Share on other sites More sharing options...
Troy Posted October 26, 2007 Share Posted October 26, 2007 I can't remember the timing of it all, but it could be that the fix is in 3.4.0. I haven't experienced the problem since upgrading, and I did overwrite with 3.4.0 files. 0 Quote Link to comment Share on other sites More sharing options...
lostinspace Posted October 26, 2007 Share Posted October 26, 2007 We've experienced both issues while on 3.4.0 (clean install). I received the pop.php file from Matt and it works like a charm. 0 Quote Link to comment Share on other sites More sharing options...
lostinspace Posted February 18, 2008 Share Posted February 18, 2008 Sorry to dig up this thread... But on a similar note with v3.6.0, it seems staff copies of support ticket e-mails are getting tagged with the system "from" e-mail (Configuration > General Settings > Mail > "System Emails From Email" section) vs. the support department e-mail. Obviously, staff replies aren't reaching the ticket system if they reply to the message via e-mail. Did I miss something about this changing in v3.6.0? Was working like a champ until the v3.6.0 upgrade. 0 Quote Link to comment Share on other sites More sharing options...
rldev Posted April 2, 2008 Share Posted April 2, 2008 OK, I did some testing. Staff replies via e-mail will ONLY work if you have not set anything in the "System Emails From Name" and "System Emails From Email" boxes under the configuration>mail section. Now each ticket notice for a staff member gets the reply-to of the department e-mail address. Really? That is not what I get. I get a blank for sender and can not reply because there is nobody to reply to. If there is no sender set in the Main mail config, there is nothing to reply to. What am I missing? 0 Quote Link to comment Share on other sites More sharing options...
lostinspace Posted April 2, 2008 Share Posted April 2, 2008 Yeah, this is old info. Since WHMCS 3.6.0. something went goofy again and now the only info I get in the Admin ticket notice e-mail is whatever e-mail is entered in the "System Emails From Email". I sent in a ticket about it but don't see the issue on the list of bugs fro 3.6.1. so I dunno. 0 Quote Link to comment Share on other sites More sharing options...
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