CC everyone, including support, to ensure that everyone knows you're doing your job..

[anthill]

Hello!

 

I've read all the documentation and spent an hour on the forums looking for an answer to this question... can someone clarify the following...

 

We're using the POP3 import method to create support tickets from e-mail. Can WHMCS be configured to turn ALL messages received in a mailbox into support tickets, regardless of the 'TO' address?

 

Here's my situation... A client submits a support ticket, but they don't send it 'TO' our support address they 'CC' it to our support address and WHMCS doesn't recognize the 'TO' address as a department and doesn't create a support ticket (in the Mail Ticket Import Log there's an error message Department Not Found).

 

Sidebar: this email technique is employed by drones who routinely CC everyone about every tiny problem to ensure that everyone knows how hard they are working to resolve an issue (in this instance the 'TO' field is reserved for the person's manager or the company VP)... but I digress...

 

So, unless one of the other 'CC' recipients happens to be one of our support staff and the message arrives in their inbox, we have no way of knowing that there is a cry for help, and the client is ignored, and they usually become even more upset because no one is responding to their support requests... it's really rather tragic...

 

So, am I missing something...? How can we get every message that arrives into that mailbox turned into a ticket?

 

Many thanks!

 

Daniel.

[othellotech]

So, am I missing something...?

only a clue-bat to educate and edify the clients with - hard.

[chickendippers]

Hi,

This behaviour is by design.

[anthill]

Hi,

This behaviour is by design.

 

Hi,

 

I realize that this is by design, but the logic is already there to POP the mailbox, delete the message from the mailbox, evaluate the message header for TO (to determine department), FROM (to determine if from an Admin) and the header (to determine existing ticket number) and if any of these items fail it deletes the message and records the error in the log...

 

I'm suggesting that with all of this effort the process/logic could be modified to determine if any or all of the checks fail the ticket could still be assigned to a department... The department could also be selected from a list of departments so that specific 'other' department could be created to mop up these kinds of messages.

 

If anyone else has a need for this type of behavior, or suggestions to workaround this issue I'd be glad to hear from you.

 

Thanks!