set name on ticket

[snake]

This is an ongoing issue as I am sure everyone knows.

When a ticket is created, if that person is a contact or sub-account, it will not put that person name on the ticket, it will instead say it is from the acocunt holder.

This means you don't actually know who you are talking to, and it also looks very unprofessional when you constantly address clients by the wrong name.

In this age of people being offended by everything, especially  being referred to by the wrong gender pro-noun, I really want to find a solution to this problem.

 

[DennisHermannsen]

This is something that has been bothered me a lot.

[brian!]

1 hour ago, snake said:

When a ticket is created, if that person is a contact or sub-account, it will not put that person name on the ticket, it will instead say it is from the account holder.

you mean on the emails? the contact name who opened the ticket isn't even passed to the email template... that would be fixable with an EmailPreSend hook though as i've previously written a hook that changed the clientname merge field to the contact name (if a contact opened the ticket) - which avoids having to edit the email template.... would that be useful for your situation ??

1 hour ago, snake said:

This means you don't actually know who you are talking to, and it also looks very unprofessional when you constantly address clients by the wrong name.

only in the emails - if you reply via the admin area ticket page, it will show you that it's a contact rather than the main account holder.

I suppose the other issue would be the admin supports ticket page showing the "submitter" as the main account holder rather than the contact... probably outdated coding from WHMCS where the query used in the coding existed before the contacts feature was added and has never been updated to accommodate them... possibly more tricky to "fix".

[snake]

I am not seeing this behaviour Brian.

Regardless of who opens a ticket, it always shows the account holders name.

 

[brian!]

4 minutes ago, snake said:

Regardless of who opens a ticket, it always shows the account holders name.

in the emails, yes - because as you say it just uses the client name regardless.

7 minutes ago, snake said:

I am not seeing this behaviour Brian.

how are they opening the ticket - by email/piping or via their client area ?

[snake]

Well I don't know how each ticket is being opened, it doesn't say on the ticket itself. I suspect most are just sending an email.

But if I create ticket myself in the admin on behalf of the client. I put the email address of the contact, but after the ticket was created, it shows the ticket was created by the account holder, not the contact.

this is nothing new, it has always been like for as long as I have been using WHMCS.

It seems like such a trivial thing to still be an issue after all these years, especially when no other ticket system I have ever used does this (zendesk, kayako, freshdesk, and numerous others)

 

[brian!]

1 minute ago, snake said:

Well I don't know how each ticket is being opened, it doesn't say on the ticket itself. I suspect most are just sending an email. 

aah, I always had our clients login to open a ticket - one of the first lessons I learnt was to not give WHMCS chances to mess things up, and that's easier if you limit the methods the clients can use to open tickets.... I never really played too much with piping as it looked a recipe for WHMCS to screw up.

when I wrote that hook, I was logging in as the contact and EPS was changing the mergefields before the email was sent to the client... I suspect it would work regardless of how the ticket was opened as it's more about the sending of a notification email... yours in an importing issue which I know has been complained about for years.