sol2010 Posted April 8 Share Posted April 8 Yes, I understand that we have to educate our customers, but a lot of them are 'ignorant' and don't really get the "ticket" concept and assume everyone uses Outlook (especially new / naive clients! Yes there are still a lot of technologically challenged people out there which is why they need an IT / tech company to help them. ) These customers quite often just copy in all their team, which to them - is common practice for their email communications. But that doesn't work for WHMCS. When you have multiple people, the 'ticket' situation gets difficult. You can sometimes get 5 or 6 CC'd people on an email chain, and each one gets the auto reply etc... and some send attachments and others don't see those etc... it's messy. Yes, we can use external other email for non-ticket emails, but actually, we like to "pin" the email comms to the client account. However, it is still very hard working with multiple CC'd recipients in WHMCS. So - hence my question: What do other people do to handle this? How can we (us as a user, but also WHMCS software) do this better? Multiple channels? Multiple support systems? A different email comms system? 0 Quote Link to comment Share on other sites More sharing options...
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