Sub-accounts not receiving support ticket notifications

[websavers]

Hey guys,

 

I'm not sure if this is a bug or the way it's supposed to behave and instead there's just not a very informative UI, but here's what's up:

 

• A client, Ashley, has a master account and their developer, John, has a sub-account.
  
• John's sub-account is configured (confirmed from WHMCS admin UI) such that "Support" email notifications are enabled.
  
• When Ashley submits a ticket, John's sub-account should receive an email notification (from what I assumed from the Support email notification checkbox), but he does not.
  
• If John submits a ticket he gets email notifications about it, but again, when the master account does, he does not.
  

 

The behaviour we're seeing right now is exactly how I would assume it would work if there were NO option to enable support ticket notifications in sub-accounts; any user (whether master or sub-account) that creates a ticket only gets notifications of updates to their own ticket.

 

But the existence of an Email Notifications section for sub-accounts would have me believe that if a sub-account is configured to receive support email notifications, they would get notifications for all tickets under the entire client/master account regardless of who submits them.

 

Can you confirm how that checkbox is supposed to behave? Is this a bug or expected behaviour? Thoughts on what I've written above about how I assumed this should work compared to how it actually works?

 

Thanks!

 

-Jordan

[WHMCS John]

Hi,

Sub-accounts/contacts will receive notification emails only for tickets they open directly. The master account holder will receive notifications for all emails under their account.

 

Relevant documentation: http://docs.whmcs.com/Sub-Accounts#How_do_Support_Tickets_work_with_them.3F

[websavers]

Hi,

Sub-accounts/contacts will receive notification emails only for tickets they open directly. The master account holder will receive notifications for all emails under their account.

 

Relevant documentation: http://docs.whmcs.com/Sub-Accounts#How_do_Support_Tickets_work_with_them.3F

 

Hey John,

 

I see the part that says:

One contact user will not receive email updates about the tickets submitted by another contact, but they can still view all the tickets belonging to the master account holder when logging in.

 

But that doesn't really clarify what the Email Preferences checkbox does because this sounds like default behaviour (regardless of the checkbox). In fact, nothing there talks about how the email preference section works. Take a close look at the screenshot shown on the page. Reasonable assumptions to make from how each checkbox under "Email Preferences" works are as follows:

 

1. When the "General Emails" checkbox is checked, this sub-contact will receive a copy of announcement and password reminder emails

2. When the "Product Emails" checkbox is checked, this sub-contact will receive a copy of Order details and welcome emails

3. When the "Domain Emails" checkbox is checked, this sub-contact will receive a copy of all renewal notices and registration confirmation emails

4. When the "Invoice Emails" checkbox is checked, this sub-contact will receive a copy of all invoices and billing reminder emails

 

It then logically follows that:

 

5. When the "Support Emails" checkbox is checked, this sub-contact will receive a copy of all support ticket emails

 

On the other hand, if the description there is right, which states: "Allow this user to open tickets in your account" then this isn't an email preference at all, it should be under "Sub-Account Permissions" instead because it's providing permission to open tickets.... except that already exists with the permission called "View & Open Support Tickets"

 

Could you explain how these two differ? Why are there two different options that seemingly do the same thing?

 

Once a user has permissions to view and open support tickets, then I'd assume they also get email notifications about *their* tickets only by default (which is what the documentation states)... no need for a checkbox to confuse people over this.

 

Given this, shouldn't the "Support Emails" checkbox under "Email Preferences" be consistent with the rest of the Email Preferences and allow *all* support emails to be received by the sub-account?

 

-Jordan

Edited May 30, 2016 by jas8522

[websavers]

Quick update: I also just tested the functionality of that checkbox out with a sub-account user. Here's the results:

 

1. When the "Support Emails" checkbox is NOT checked, the sub-account receives email notifications for any ticket he opened.

2. When the "Support Emails" checkbox is checked, the sub-account receives email notifications only for tickets he opened.

 

In other words, regardless of the status of that checkbox, the support ticket notification emails are sent in seemingly the same conditions.

 

Call me even more confused now...