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Option for contacts to receive replies only for tickets they have opened.

SoHoIT shared this idea 1 year ago
Under Consideration

Would it be possible for only the Primary contact and the contact who opened a support ticket to receive email notifications for that ticket. Currently we have clients who have upto 50 contacts and as it stands every contact under the client gets an email notification for every update to every ticket - even the ones they have no interest in. This seems insane.

Comments (8)

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Hi,

So there are several requests regarding several things:

1. Make a distinction between each contact so we can send reply only to the relevant contact - without bothering the main contact of the customer company.

2. When a customer calls us we open a new ticket on his behalf with his mail address, After we open the ticket - there is no way to see the email address we open the ticket on. Please note that i'm talking about a not registered customer - so there is no customer profile or something like that.

3. Some times a customer send a mail to 3rd party with us in CC - and it's open anew ticket for us - but there is no way to know that the customer sent the mail to 3rd party and not to us.

this is the relevant requests:

13 votes - Ability to view the email address for a support ticket

https://requests.whmcs.com/responses/ability-to-view-the-email-address-for-a-support-ticket

11 votes - Client Contact Ticket Management

https://requests.whmcs.com/responses/client-contact-ticket-management

6 votes - Disable Email to the main account e-mail

https://requests.whmcs.com/responses/disable-email-to-the-main-account-e-mail

3 votes - Support ticket notifications - limit to contact participating

https://requests.whmcs.com/responses/support-ticket-notifications-limit-to-contact-participating

2 votes - Improve email personalisation

https://requests.whmcs.com/responses/improve-email-personalisation

total of 35 votes regarding the problem with the contact management in the ticket system.

Thanks,

Ram

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Hi,

Please vote for the specific feature requests in ramf's comments.

Thanks.

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Hi all,

I think it's time to solve once and for all the problem with the ticket system and email templates - regarding the main contact / master account holder receiving all the emails - even the ones regarding a ticket that was opened by a sub account or a contact person from his organization.

The current state creates an overburden on the "master account holder" and causes misunderstandings who opens the ticket and so on (not to mentioned the spam to unnecessary participants).

Please follow this scenario:

- We have a company (let's name her "Macrosoft Ltd").

- We have in our WHMCS 4 contacts:

1. The master account holder - let's say his name is Tom Cruise and his rule is purchasing manager.

2. The support manager - Matt LeBlanc.

3. The sales manager - John Oliver.

4. The CEO - Elizabeth Tudor

Problem #1:

- When Matt opens a ticket he get an automated mail stating:

Tom Cruise (Macrosoft Ltd),

Thank you for contacting our support team. A support ticket has now been opened for your request and you will be notified by email when a response is made.

- Please note that the ticket was opened by Matt LeBlanc - not by Tom Cruise!!

Matt ask himself - WTF... I opened this ticket not Tom...

- The same mail is sent also to the "master account holder" - Tom Cruise.

Tom ask himself - WTF... I don't recall opening any ticket lately....

Problem #2:

- In our WHMCS we see under the submitter field - Tom Cruise (Macrosoft Ltd) (although the ticket was opened by Matt LeBlanc) - only when looking inside the ticket we can see that is was submitted by "Matt LeBlanc (Macrosoft Ltd) Contact"

Problem #3:

- Any reply we make to Matt LeBlanc's ticket is also sent to Tom Cruise

Tom ask himself - WTF... why do I keep getting this mails? (now take under consideration that Tom gets such an emails for all the tickets opened by Matt, John and Elizabeth - it can accumulate to lots of mails that's spams Tom mailbox!!!)

Problem #4:

- Let's say we want to sent a new quote to Elizabeth Tudor the CEO of Macrosoft Ltd

Again the quote is sent to Tom (and any other contact that have the relevant Email Notifications setting) and to Elizabeth.

and again - the name in the mail and on the quote is Tom and not Elizabeth!!

Actually any email template that have the {$client_name} merge fields will be of Tom regardless who is the relevant contact that should receive such a mail / notification / quote etc.

To sum it all up - there is a huge mix-up and confusion while using the Clients Information / master account holder information/ {$client_name}merge fields not to mentioned the amount of spam received to the email address registered under the Clients Information / master account holder.

This is something relevant to any customer with more then one contact - so I'm sure that lots of WHMCS users face the same problem.

If those problems weren't enough let's have few more:

Problem #5

- Sometimes John Oliver sends a mail to Matt LeBlanc and add us in this mail in CC. A new ticket is opened with John Oliver set as the relevant contact.

- Like stated before - Tom get's the email (and his name in the mail)

- There is no way for us to see we are not the ones this mail is sent to (we are only in CC on the original mail).

- If we reply to this ticket - only John (and Tom) will get the answer - nothing will be sent to Matt (unless we manually add his mail to the CC of the ticket - but there is no indication for us to do so).

To sum it all up,

I can't see the logic or advantages in the current situation - It create lots of problems and spam in any company that have more then one contact.

I think that creating a clear and strict use of the relevant contact across WHMCS ticket, email templates and any other part of WHMCS - is mandatory.

Every act we do should be related to a specific contact and only him.

In the Feature requests system I found several relevant request:

12 votes - Client Contact Ticket Management

https://requests.whmcs.com/responses...ket-management

7 votes - Disable Email to the main account e-mail

https://requests.whmcs.com/responses...account-e-mail

4 votes - Support ticket notifications - limit to contact participating

https://requests.whmcs.com/responses...-participating

4 votes - Improve email personalisation

https://requests.whmcs.com/responses...ersonalisation

Total of 27 votes regarding the problem with the contact management.

I think that WHMCS team should read this post and see the problems stated here and find a solution A.S.A.P

But If from some strange reason it's not obvious this issue should be fixed - please please please add your votes.

Thanks!

Ram

Thanks,

Ram

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The more I look into this the more people I see want it.

Please whmcs create an option for only the contacts participating in a support ticket will receive email notifications on that ticket - ALL contacts DO NOT need to see all support tickets.

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Hi,

Thanks for your votes and comments thus far. At present the behaviour is as follows:

  • Support contacts will receive a copy of all email messages on a ticket that is opened by the master account holder.
  • Email notifications for tickets opened by a contact will be received only by the contact and the master account holder.

Is the proposal here that contacts should not receive notifications for tickets opened by the master account holder?

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Hi Johan,

1. Support tickets:

When someone opens a ticket - only he should get the ticket reply.

So when a contact person, or the master account holder, open a ticket (or a ticket is open on his behalf by an admin) - only he should get the ticket reply, or to be more precise he and everybody else we added as CC to the ticket.

If there is a need to automatically CC a contacts or the master account holder - the Email Notifications Support option should be the way to add them to any ticket reply, regardless if the ticket was opened by the / on behalf the master account holder or a contact.

2. Invoice:

When we send an invoice to a customer - it should be sent only to the Billing Contact and to any contact / master account holder that have the Email Notifications invoice option. The master account holder should not get any invoice unless he wishes to.

3. Quote:

Now there is no way to send a quote to a contact person - only to the master account holder.

This should work like that:

When issuing a quote we should be able to choose the relevant contact person this quote is issued to (just like we have an option to indicate the relevant contact when opening a ticket on the customer behalf).

There should be a new Email Notification to quote (like there is for invoice / ticket etc) - so if there is a need to automatically CC another contact / the master account holder - there should be a way to select them.

4. Any email template that have the {$client_name} merge fields should represent the relevant contact person who opened the ticket receive the quote, invoice etc.

5. The submitter field of a ticket In our WHMCS should represent the relevant contact & company that opened the ticket.

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Or in another words - please make sure that the relevant person (contact person / master account holder) will only get the information he wishes to get.

Maybe the way to do it is to cancel the term "master account holder"...

Everything should work on the contacts level and the customer profile will be a company profile without email address etc.

Doing so will greatly reduce spam and will help costumer to keep track for important notifications instead of "automatically" delete lots of unrelated emails.

You can read the full scenario and the main problems and some screenshots here.

Thanks!

Ram

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I agree with Ram's suggestions. One thing i want to clarify though, we also get support calls and them we manually create a ticket. Right now this is always assigned to the master account holder and you can also select just one contact additionally. The others you have to type out in the Cc box. We just want to communicate with the person who called us and not the master account holder because he/she didn't call us.....

So it would be great if we could create tickets that have one or more contacts which you as admin can select from the existing contacts.

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Looks just about perfect ramf ... can't wait to get this mess finally sorted (and actually reduce customer complaints about the current behaviour)