Ability to view the email address for a support ticket
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Sean Wilson shared this idea 11 years ago
- Admin Area
- 5 Comments
24
Votes
You cannot see who your replies will be sent to when viewing a support ticket.
You can see who has logged the ticket and what the CC email addresses are but you cannot see the normal email address.
This is especially important when tickets are manually logged for users who are not clients. If viewing the ticket for this type, you can only see that it was logged by a staff member and it isn't clear where your response will go.
Steps to replicate
1 - Open a new ticket
2 - Put the "To" field set as "Test Ticket 1"
3 - Put the Email field as an email that is not affiliated with a client already in the system
4 - Put something in the subject and body of the ticket
5 - After the ticket has been submitted, open the ticket and try and find the email address that it was logged under. It's not visible in any of the tabs including the log
You can see who has logged the ticket and what the CC email addresses are but you cannot see the normal email address.
This is especially important when tickets are manually logged for users who are not clients. If viewing the ticket for this type, you can only see that it was logged by a staff member and it isn't clear where your response will go.
Steps to replicate
1 - Open a new ticket
2 - Put the "To" field set as "Test Ticket 1"
3 - Put the Email field as an email that is not affiliated with a client already in the system
4 - Put something in the subject and body of the ticket
5 - After the ticket has been submitted, open the ticket and try and find the email address that it was logged under. It's not visible in any of the tabs including the log
Merged Ideas
Display non-Registered Clients' email when ticket opened on their behalf
"The problem is when you open the ticket by yourself - since there is no way to see the email address you used to open the ticket on, only the client name - and if it's an "Not a Registered Client" there is no way at all to view the email address)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."Mentioned here:(In first comment) https://requests.whmcs.com/responses/add-ability-to-edit-ticket-submitter-field
"The problem is when you open the ticket by yourself - since there is no way to see the email address you used to open the ticket on, only the client name - and if it's an "Not a Registered Client" there is no way at all to view the email address)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."Mentioned here:(In first comment) https://requests.whmcs.com/responses/add-ability-to-edit-ticket-submitter-field
Featured Comment
To elaborate:
When specifying an email address not associated with a client it may be good solution to list the email address stored for the ticket rather than:
Client: Not a Registered Client