sentryhosting Posted October 10, 2009 Share Posted October 10, 2009 Hello, My support tickets are always set to answered which isn't great as surely it isn't answered until I have actually made a reply? Any ideas? Thanks 0 Quote Link to comment Share on other sites More sharing options...
WHMCS Support Manager WHMCS John Posted October 10, 2009 WHMCS Support Manager Share Posted October 10, 2009 Does one of your support departments use the same email address as one of your admins? In which case the admin notification email is being piped to the ticket, and because it comes from the admin it's counted as an answer. 0 Quote Link to comment Share on other sites More sharing options...
sentryhosting Posted October 10, 2009 Author Share Posted October 10, 2009 Yes, I have one admin and one support user, who both have support@domain.com I set it as this so whoever gets the email first answers. Any work around this? Thanks for your help. Chris 0 Quote Link to comment Share on other sites More sharing options...
thehost5968 Posted October 10, 2009 Share Posted October 10, 2009 Yes use different email for admin and support user's or the department. 0 Quote Link to comment Share on other sites More sharing options...
sentryhosting Posted October 11, 2009 Author Share Posted October 11, 2009 Still dont work, unless I'm doing it wrong. I am the admin and my email address is now chris@domain.com, my support user is still support@domain.com We are both setup to receive notifications for tickets sent to the suppot department, however, the autoreply puts the ticket into answered mode and the user still does not get an email confirming their suppor ticket. Thanks once again for your help guys. Chris 0 Quote Link to comment Share on other sites More sharing options...
WHMCS Support Manager WHMCS John Posted October 12, 2009 WHMCS Support Manager Share Posted October 12, 2009 Change your support user's email address! Give them their own email if necessary, just don't use the same email as your department. 0 Quote Link to comment Share on other sites More sharing options...
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