Support tickets: Allowing multiple inbound addresses against 1 department

[stirton]

Hi,

 

We have our WHMCS set to send emails out from client.portal@domain.com.

 

Then we have an email forwarder set in case someone replies to that address.

 

client.portal@domain.com -> support@domain.com

 

However, within the support departments we have support@domain.com setup BUT the import ticket log shows that anything that is sent to client.portal is abandoned due to it not being linked to a department "Department Not Found"

 

I can understand the logic here but I need some help.

 

1) Do we need to change our outgoing mail settings of WHMCS to come from support@domain.com?

The reason we haven't don't this is due to something mentioned in the documentation ... under the Email Piping documentation:

 

"Blocked Potential Email Loop

 

This is the error message you get when an email is sent from a department email address and so replying would cause a loop. "

 

2) Would it be possible to modify WHMCS to allow for 'aliases' to be defined as allowable incoming addresses against a particular department.

 

 

How do others handle this?

i.e. what address to you send out messages from vs the address you use to receive support requests?

 

Many thanks

Neil

 

 

Despite the

[stirton]

It also appears that if a client CC's support@domain.com that it does not get processed at all?

 

We just had a legitimate client CC us and the main To was to their IT department. This time of email needs to be caught. Matt, any comments?

 

Neil

[apollo1]

Sorry to revive this, but it's a good inquiry by the OP. I am also looking for guidance/input on how others are doing this.

 

For example, in my cpanel I have a few mail forwarders addresses like sales/billing/info@mydomain.com >> support@mydomain.com. Support@mydomain.com is defined as my support dep't in WHMCS. However, if I send a test mail to sales@mydomain.com (which should forward to support@mydomain.com) WHMCS doesn't capture it in the inbound support queue. Somewhere it seems the "TO" is being stripped, and the mail just winds up in the WHMCS mail import log as "Department Not Found".

 

I don't know if this is a cpanel/mailer issue, or a WHMCS issue. Would be nice to hear how others are doing this as per OP message.

 

Thanks!

[anthony100]

The only way we found to work was to add the email alias as a new 'hidden' department. You then set the email alias in cPanel to forward to whichever department's main email address. This tricks WHMCS into accepting the alias email address and it's piped into the correct department.

 

It is a little clunky since you would have all of these hidden departments. Hopefully they can add in a comma-based alias accept list in the future.