QDBlue2000 Posted July 24, 2009 Share Posted July 24, 2009 We have recently switched from Kayako to the support system in WHMCS. However I have a few questions about how to's that I can't seem to make work. The first issue is, can I have a ticket entered without it having to email all administrative users that there is a new ticket. My idea setup would be a new ticket is entered and no one receives an email notification. So that we just have to login and check for new tickets. The second issue is I have it checked to not auto respond to a new ticket. However a) its still doing this. B) when it does it it moves the new ticket form the new queue to the answered queue. I do not want the system to automatically move anything. I want all new tickets to remain in the waiting answers/new queue until we process them. Does any one have any tips or suggestions for how to make this work the way I am looking? 0 Quote Link to comment Share on other sites More sharing options...
easyhosting Posted July 24, 2009 Share Posted July 24, 2009 Why wouldyou not want to be notified of a new ticket? surely this is essential so you can answer your customers queries quickly. Its no good a customers sending you a support ticket at 9am and you not checking until 9pm if you have any tickets, you customers wants a reply as quick as possible. 0 Quote Link to comment Share on other sites More sharing options...
msmom Posted July 25, 2009 Share Posted July 25, 2009 When you get used to it, you'll love it The support is MUCH better here! For your first question, look at Set Up / Administrators / at the end of their setup screen is this that you can untick : Tick this box to receive email notifications when new tickets are opened or responded to For part of the second question, this is right that you said: Set Up / Support Departments. Select your Department to Edit, choosing: Tick this box to not send the autoresponder message for new tickets It shouldn't be bumping it to answered, it should be new. So you may want to send a support ticket in on in if its not working right. The first issue is, can I have a ticket entered without it having to email all administrative users that there is a new ticket. My idea setup would be a new ticket is entered and no one receives an email notification. So that we just have to login and check for new tickets. The second issue is I have it checked to not auto respond to a new ticket. However a) its still doing this. B) when it does it it moves the new ticket form the new queue to the answered queue. I do not want the system to automatically move anything. I want all new tickets to remain in the waiting answers/new queue until we process them. 0 Quote Link to comment Share on other sites More sharing options...
QDBlue2000 Posted August 4, 2009 Author Share Posted August 4, 2009 Why wouldyou not want to be notified of a new ticket? surely this is essential so you can answer your customers queries quickly.Its no good a customers sending you a support ticket at 9am and you not checking until 9pm if you have any tickets, you customers wants a reply as quick as possible. We have a larger support team and not everyone needs to know right away that there is a new ticket. I only need them to know when they are flagged on a ticket. But if I remove the option to notify that user of new tickets then they also do not receive an email saying they have been flagged. Anyone know a way around this? 0 Quote Link to comment Share on other sites More sharing options...
WHMCS Support Manager WHMCS John Posted August 5, 2009 WHMCS Support Manager Share Posted August 5, 2009 I wouldn't want to receive 300+ ticket notification emails a day, not to mention the customer responses 0 Quote Link to comment Share on other sites More sharing options...
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