uspweb Posted July 13, 2009 Share Posted July 13, 2009 Can someone clear the mist for me re. what is possible with support tickets? My scenario is this. I have many clients with more than one individual who needs to raise tickets with us. I appreciate we can only create an account for ONE individual in an organisation right now, with other 'contacts' being added. However, the contacts cannot 'log in'. Therefore, in order to receive a ticket from them, I have to set a department for anyone to submit, not just registered users. I tried to submit a ticket from a non registered user, OR contact, and it never arrived. Therefore this tells me, that if I allow anyone to submit tickets, and someone who is not a registered user OR contact submits a ticket. It gets lost in the system. Is this right or wrong? What is the solution??? 0 Quote Link to comment Share on other sites More sharing options...
RenatoMN Posted July 15, 2009 Share Posted July 15, 2009 Did you setup the tickets at all (is it working for the registered ones)? If you're trying it through e-mail (and not the whmcs frontend) you should configure a cron for POP importing (IMAP should be active in your server) or enable e-mail forwarding in the e-mail accounts. Also, did you registered your admin account in the support departments? 0 Quote Link to comment Share on other sites More sharing options...
uspweb Posted July 21, 2009 Author Share Posted July 21, 2009 Ok I fixed that issue, suppport admin had not been flagged for each department. However, I am still getting complaints from my clients, because only the top level logged in user can see ticket status. Additional contacts can raise tickets (if logged in requirement for raising tickets is disabled), but are unable to view ticket history, which to me is a fundamental requirement and a shortcoming of the ticketing system. I know many have raised this before, but I would have thought this was a basic requirement, and with more than one contact in many of my clients, this leaves us looking a little silly. Anyone have any solution? 0 Quote Link to comment Share on other sites More sharing options...
WHMCS Support Manager WHMCS John Posted July 21, 2009 WHMCS Support Manager Share Posted July 21, 2009 That's not the intended functionality of the contacts system. You'd need to put this in in the feature request forum. 0 Quote Link to comment Share on other sites More sharing options...
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