davet Posted October 19, 2008 Share Posted October 19, 2008 (edited) I’m not sure if I have this setup incorrectly or if this is not a feature of WHMCS. I am trying to require users to login to create and view support tickets. Under CONFIGURATION > SUPPORT DEPARTMENTS > SUPPORT I have the option “Tick this box to only allow registered clients to open tickets in this department” turned on. This requires the customer to create a user profile and login to view the ticket. The problem I have encountered is that anyone can view the support ticket without having to login. Here’s an example: https://interactiveonline.com/billing/viewticket.php?tid=560629&c=oCLXjoHS I am trying to make my help desk more secure so only customers can access their tickets but it doesn’t seem possible… or perhaps I am doing something wrong. Also, I figured out how to remove {$ticket_message} from the "Support Ticket Reply" Email Template but how do I remove it from the message that gets emailed to the admins when a ticket is open or responded to by a customers? I'd still like an email sent to the admin when a ticket is opened or responded to by a customers... but I don't want it to include {$ticket_message} I don't see an email template for this nor could I find anything in the MySQL database for this. Any ideas? Edited October 19, 2008 by davet 0 Quote Link to comment Share on other sites More sharing options...
handsonwebhosting Posted October 21, 2008 Share Posted October 21, 2008 On our tickets that we send out to customers we do not provide the details of the ticket. We only state that an update has been made and then provide a link to the helpdesk so they can log in. We do not provice the URL or the passwords on the URL etc. We've not had any issues with customers by using this method for the past 8 or 9 years. I hadn't noticed that our admins got details sent to them - I didn't see a template in there other than the OPEN that was specific to admins. So I'm not sure on that one. 0 Quote Link to comment Share on other sites More sharing options...
davet Posted October 21, 2008 Author Share Posted October 21, 2008 Thanks for the reply. I remember someone saying on this forum that the ticket URLs were getting listed in google so anyone could read the support tickets by doing a search in google. Is this correct? If so can it be prevented using the robot.txt file? I hadn't noticed that our admins got details sent to them - I didn't see a template in there other than the OPEN that was specific to admins. So I'm not sure on that one. I received a response from WHMCS support department and they said the admin templates are not editable. 0 Quote Link to comment Share on other sites More sharing options...
hightekhosting Posted November 16, 2008 Share Posted November 16, 2008 How does one enable the "You Must Login to View Ticket" feature? Is it already enabled by default or is it a custom feature? 0 Quote Link to comment Share on other sites More sharing options...
minadreapta Posted November 16, 2008 Share Posted November 16, 2008 i reported the ticket URLs were getting listed in google. what we did was to request login for all the tickets and removed the response from the email, we just let the customer know a response has been posted and give him a link to access the ticket. but this way the following problem arises: we have the sales department where you don't have to be registered to open up a ticket, but unregistered customers can't read the sales ticket response. 0 Quote Link to comment Share on other sites More sharing options...
davet Posted November 17, 2008 Author Share Posted November 17, 2008 but this way the following problem arises: we have the sales department where you don't have to be registered to open up a ticket, but unregistered customers can't read the sales ticket response. Yeah we too have this problem but we email the response directly back to the customer if it is a sales ticket. It would be nice if this was a feature for WHMCS. Require login to view billing and support tickets but not sales. 0 Quote Link to comment Share on other sites More sharing options...
minadreapta Posted November 18, 2008 Share Posted November 18, 2008 yes, we separately email the clients too if it is a sales ticket. 0 Quote Link to comment Share on other sites More sharing options...
Cnote Posted April 13, 2009 Share Posted April 13, 2009 On our tickets that we send out to customers we do not provide the details of the ticket. We only state that an update has been made and then provide a link to the helpdesk so they can log in. We do not provice the URL or the passwords on the URL etc. We've not had any issues with customers by using this method for the past 8 or 9 years. How Did you do that? That's what I want to do... simply state in the email that a response is available and they have to log into the ticket to see/reply to the ticket. 0 Quote Link to comment Share on other sites More sharing options...
DataHosts Posted April 13, 2009 Share Posted April 13, 2009 How Did you do that? That's what I want to do... simply state in the email that a response is available and they have to log into the ticket to see/reply to the ticket. Just edit the email template to state what you wish and such. Setup --> Email Templates --> then they are under 'Support Messages' 0 Quote Link to comment Share on other sites More sharing options...
Cnote Posted April 13, 2009 Share Posted April 13, 2009 cool, thanks a bunch 0 Quote Link to comment Share on other sites More sharing options...
DataHosts Posted April 13, 2009 Share Posted April 13, 2009 cool, thanks a bunch No problem. 0 Quote Link to comment Share on other sites More sharing options...
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