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Mauwiks

Receiving only 1 email notification on support tickets

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Hi everyone.

Is there a bug or any fix on why when I setup two agents to receive support ticket notifications for a certain department, only 1 can receive it. And those email I have setup on one gmail account to easily manage and just sync it to my agents. Maybe you have an idea somewhat. Thanks.

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@Mauwiks just ruling out a few things here, firstly, does the admin not receiving it have an email that is seperate from one of your support queues?

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It is separate from support department emails, yes. Sometimes it can receive emails and the other support agent couldn't

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Is it just the one agent having the issue? Or does it vary as to who does and does not get it?  Are you using SMTP or PHP Mail for sending messages under Setup > General Settings > Mail

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Posted (edited)

I am using PHP Mail in my WHMCS. And I have only two active support agents as of now. The administrator which is me and the other which is the Support Operator but I only receive emails for whmcs system notifications and not in regards to the support tickets. I tried changing my emails and recreated the support operator account and I get the tickets as Admin but the operator doesn't. It worked before though. After I migrated from another server, this happened. And my Server Vendor could not resolve it also.

By the way, I also get this error on my activity log though "Admin Email Message Sending Failed - Impossible to create the root directory "/old-home-dir/username/whmcsdate/downloads"." which is an old path from my old server

Edited by Mauwiks

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Another thing. Is the Mail function under Setup > General Settings > Mail will have an impact when receiving of tickets on our support departments which are setup via our cPanel forwarders? or will it only affect the sending function of the emails? Like when I use the SMTP option, can I still receive or import tickets when a client sends over via email

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