Feature Requests
Share ideas, discuss and vote on requests from other users in community
 

Send ticket emails to all contacts on account!

Richie Schut shared this idea 2 years ago
Completed

When a ticket is created or gets a response emails are only sent to the primary account holder by default. When adding a new ticket I can only pick one contact from the contacts drop down.

What is the point of checking the box for support under email notification for tickets when configuring a contact if they won't get CC on support tickets??!?!

Comments (6)

photo
1

Hi,

You can add other emails as CC to the ticket via the option tab.

The real problem is that the main account holder will get notification for ticket he didn't opened:

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

or for all the scenario:

http://forum.whmcs.com/showthread.php?102582-Problem-with-the-ticket-system-and-email-templates

photo
1

in current version tickets are going to all contacts who have that options enabled as well as main contact.

This is actually quite annoying, as it means now everyone is getting cc'd on tickets whether they want to or not.

There is no way to specify ticket to only go to a specific contact

photo
1

Hi,

What version you are talking about?

There where such a bug few versions ago - but as far as I know there is no such problem now.

Just make sure that you don't mark the support Email Notifications in each contact settings.

We need a way to control exactly who get's each mail - to a specific contact person or to several of them and to change the way the "main account holder" is getting notification ( if and when he get's).

photo
1

I am on 7.2.3

If I disable email notifications on the contacts, what happens when that contact opens a ticket, he won;t receive notifications about replies?

photo
1

Hi,

In my experience you don't need to mark a contact to be notified for support ticket - as long as you opened the ticket and selected him as the relevant contact the ticket is opened on.

When you mark a contact with support notification - he will get ticket notification even if the ticket was opened on or by another contact.

Ram

photo
1

ok thanks, I guess it is a misunderstanding how that worked.