support department issue

[isdoo]

Hi,

 

Okay - so what have I done wrong?

 

I have set up piping via IMAP, which is working.

 

I also opened up a new department called admin.

 

I sent an email to admin@isdoo.com - this then opened up a new ticket (great), and on the summary page for support on the right it showed one new ticket - however I can find no way to see that ticket On the left against new tickets though it said Open Tickets (0) - which is not correct. Clicking on that showed no open tickets

 

I then replied to the auto email that WHMCS sent and the summary showed on the right that there was now a ticket under Customer-Reply 1 Tickets

 

However I still have no way to see it.

 

Is there anyway to see the ticket and to respond / close it off?

 

The only explanation I can think of is that I initially had the department as hidden from clients, I have now made this visible, but despite this I still cannot see the ticket

[isdoo]

I am also see on the right (towards the bottom)

 

Active Support Tickets: 2

 

yet, clicking on this shows me no active tickets

[Matt]

It sounds like you just aren't assigned to the department the ticket is in. You need to assign your admin user to all the departments you've created in Configuration > Manage Administrators.

 

Matt

[isdoo]

Thanks Matt. I have enabled that now.

 

Can I suggest that if a department is created then the first admin is automatically added to view it.

 

Mind you I still have 1 ticket showing under

 

Active Support Tickets: 1

 

That I cannot see.

 

Very strange

[axxs]

I have 5 active support tickets none of which I can see

[KayoteX]

Configuration - administrators

and check of you are assigned to all dept.'s