New & Update Ticket Email & Options

[DeWebDude]

Hello All,

 

When you open a ticket it looks like the "send email" to the primary/profile contact ( what is the official name of that contact? )

Is checked to ON, but can I change somewhere to have that defaulted to OFF?

We don't want to email the main person each time someone else is opening a ticket.

 

Secondly, when the system emails a "Contact" of the client from the ticketing system you can customize the form to show that main persons name at the top of that email, but I don't see how to address it to the Contact of that ticket??

So I can do this:

Dear {$client_name}:

 

But I really want Dear {$person-who-opened-ticket}

 

Thanks!!!!!

[brian!]

it might be worth noting what John, and the documentation says...

 

https://forum.whmcs.com/showthread.php?114646-Sub-accounts-not-receiving-support-ticket-notifications&p=464190#post464190

 

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#H...k_with_them.3F

 

I don't recall either seeing an addon in Marketplace or seeing a reply to a previous thread that could prevent this from occurring.

[DeWebDude]

For me I would have written an option in the general settings to ask Mail Main Contact all communications.

 

Having said that, going back to my example, how can I get Dear {$Contact-person-who-opened-ticket} for the responses.

 

If you are Bob and the Main Contact is Brenda, and you open a ticket, am I really addressing Bob as Dear Brenda? this honestly seems wrong.

Edited June 6, 2017 by DeWebDude

[brian!]

sentq's suggestion is correct - you're going to need a hook...

 

https://forum.whmcs.com/showthread.php?129959-Support-Email-Greeting-Incorrect&p=519722#post519722