Support ticket Looping and CC Issues

[ephost]

We are having some trouble with support tickets.. any help wouuld be appreciated. I am running the latest version.

 

1) Support ticket looping when an invalid email address is used to open a support ticket. The auto-responder kicks out to the invalid email which eventually triggers a reply from the receiving mail server and consequently opens a new ticket. This repeats over and over. I know I could use Spam rules to block Delivery Failures but I would like to know when someone doesn't get the email.

 

2) If the support department is CC'ed on an email the message is deleted by WHMCS and never parsed into the system. The user never knows it wasn't received. I suspect that the same is true with BCC or if two departments are listed in the TO or CC. I don't like when customers do this, but it does happen often.

 

3) Often times I need to change the email address associated with a ticket. You can by changing the client ID but it's a pain and may not cover situations where a new client submits a ticket or the client prefers to receive mail at a non-standard email address. Personally I think you should be able to do this. if it matches a client's email then display the products and services. If not, then don't.

 

4) I would prefer to see a list of support departments in the admin area along with number of tickets for each status (like Kayako). Any thoughts on how to acheive this? The flagging system is nice and something I could see that might help make everyone aware of stagnent tickets but... it would be nice to see the tickets that way.

 

5) I would like to be able to add billing items on a ticket but not be sent as a reply on the email. any way to do this? They should just show up in notes or a special billing items tab and have it so that it's optional to send a reply. The reason is that my developers go into the system and log their time as a project is completed. I would like to audit that beforehand.

 

Thanks for your help in advance.

[WHMCS John]

1. Not really a lot that can be done about this. Does Kayako handle it differently?

 

2. WHMCS won't delete the email, but will ignore it if it's the CC or BCC recipient.

 

3-5. Probably best in the feature request forum?

[Damo]

Is there a way to request #2 above be treated differently? a CC or BCC to valid department should still be acceptable. At the moment it appears in the logs as 'Department Not Found'.

 

Also, what happens to other addresses that are CC'd on an email TO a valid email address, do they receive all future replies as well?

 

#3 is also a useful option and is available in Kayako. We stopped using Kayako in favour of the inbuilt ticket system and whilst it's working for the most part it's the CC/BCC that's created a little extra work in reviewing the ticket import log for messages we're not seeing appear.

[ephost]

Kayako has loop protection (I know this does too but I am getting loops). The Parser rules feature is more robust in that you can create a rule that says if the Subject CONTAINS Delivery Failure- don't sent auto-responder.

 

I believe the email is deleted or otherwise gone. In any case- it shouldn't be ignored it's probably important. The ticket should be inserted in the first valid department it finds under TO, then CC, then BCC.

 

 

I will submit the others under feature requests.