Nordicway Posted September 13, 2019 Share Posted September 13, 2019 Hi guys. On nordicway.dk we are running WHMCS 8.1.1, but when a client submits a new ticket to our support department no one recieves a notification. We should expect that the email connected to our support-department whould recieve a notification right? We have tried enabling notifications on support on our admin user, but still no emails are sent. There are no errors in the logs and the client recieves a notification about the ticket created as he is supposed to. The email template "Support Ticket Change Notification" is also enabled. We get other, eg. cron, notifications sent to our admin, but no notifications on support tickets. Corn jobs are running as they should. We would like to recieve notifications to the email provided for our support department. What are we missing? 0 Quote Link to comment Share on other sites More sharing options...
brian! Posted September 14, 2019 Share Posted September 14, 2019 20 hours ago, Nordicway said: What are we missing? I'm pretty sure I remember reading somewhere that if the support department email is the same as an admin's email, then the notifications aren't sent... e.g the email address used for a support department should be unique and not the same as the admin's email address. it sounds like you've followed the advice in the docs about this, but for others that haven't... https://docs.whmcs.com/Email_Sending_Issues#Support_Ticket_Notifications Quote Support Ticket Notifications If support ticket notification emails are not being sent to staff (such as new support tickets, new client reply etc.) you can take the following steps to ensure it is setup properly for the notifications to be sent out. First, check these 3 things: Please ensure the 'Enable Ticket Notifications' options are ticked under Setup > Staff Management > Administrator Users > Edit The "Support Emails' option should also be ticked under Setup > Staff Management > Administrator Roles > Edit Finally, ensure the admin ticket notification emails are not disabled under Setup > Email Templates. If the issue is still not resolved: Ensure the Setup > General Settings > Support tab > Disable Reply Email Logging option is UNticked and reproduce the issue. Is there an error at the time of email sending under Utilities > Logs > Activity Log? No Error in Activity Log: If there is no error in the Activity Log at the time of email sending we can conclude it left WHMCS without any errors from your mail server. Therefore the problem is one of email delivery and not a WHMCS software issue. Please contact your mail server administrator to investigate. anything in the activity logs ? 0 Quote Link to comment Share on other sites More sharing options...
Nordicway Posted September 19, 2019 Author Share Posted September 19, 2019 Hi Brian, Thank you veyr much for your reply. Unfortunatly the admin and support email are not det same - so thats not the reason for the problem. I have tried the above mentioned steps, but it still dont work and the activity log does not show anything. Could it be, that we should set up SMTP as email sendout to make i work? 0 Quote Link to comment Share on other sites More sharing options...
brian! Posted September 23, 2019 Share Posted September 23, 2019 it might be worth opening a ticket with Support and letting them take a look at your settings. if you get your license directly from WHMCS - https://www.whmcs.com/support/ if you get your license from a reseller / host - https://www.whmcs.com/reseller-support/ 0 Quote Link to comment Share on other sites More sharing options...
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