Feature Requests
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Ability to control receiving ticket notifications on a per department basis

Adrian Andreias shared this idea 6 years ago
Completed

Instead of having this gobal option per administrator user:

"Support Tickets Notifications [ ] Tick this box to receive email notifications when new tickets are opened or responded to"

It would be useful to have this check box for every department.

There are two reasons for this:

- the billing staff usually also handles all sorts of simple administrative tasks and they need to be able to see all tickets, though there's no need to be notified on every support ticker reply

- customers may also write to the support email address for billing stuff

This way billing staff would see all tickets, but only get notifications for billing tickets.

Best Answer
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I can confirm this feature has been present in WHMCS for a number of years. You can configure the departments for which you receive email notifications via the My Account page within the admin area. Full administrator users can also manage it for all staff members via Setup > Administrators

Comments (4)

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I'd like to see this too, please.

We have a team of escalated support admins who deal with tickets in a support department named "Escalated Support". They're much more senior than our frontline team so only deal with more complicated issues. When we transfer a ticket from standard technical support to this escalated department, an email is sent to all escalated techs on duty. When they receive the ticket re-assigned email, they know they need to act quickly. Therefore, presently we can only assign them to a single department, otherwise they'd receive notifications for tickets they aren't dealing with. This makes it rather impractical as often it is necessary for our escalated admins to view a customer's previous tickets in other departments etc. - something they cannot do currently.

I'm sure I've worded this rather horribly, but I trust I've given the general thought behind this idea.

Thanks.

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This appears to have been implemented in 5.3 (it's there in 5.3.5).

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Where do you set this up in 5.3.5?

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1

I can confirm this feature has been present in WHMCS for a number of years. You can configure the departments for which you receive email notifications via the My Account page within the admin area. Full administrator users can also manage it for all staff members via Setup > Administrators