We often need to assign a ticket to a particular contact but we aren't able to unless we manually update the database with the correct contactid.
We can assign a ticket to a client but not a contact. It would be very nice if we could do this through the admin view ticket page and the API updateticket action.
WHMCS Team Clarification:
As an admin or support operator, I would like to assign guest tickets to a specific contact within a client account.
Currently the Options tab on the ticket allows for assignment of a client account, but not a contact.
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So they also must have issues when a contract opens a ticket, unless they have modded their own system.
I have several clients who have other vendors for different things. Those vendors will submit tickets on our mutual customers behalf. After confirming a ticket is legitimate with the client, we need to assign the ticket to the Client. When we do this, WHMCS changes the submitter of the ticket to the client!!! The first email on the ticket shows the Client's name and email address (with the guest tag under it, which is another bug). If the actual submitter didn't include a signature with email address or even their name, it looks like the Client submitted the ticket.
Yes, we can copy the submitter's email address before assigning the ticket to the Client so we can add it to the CC field but WHMCS still shows the ticket as being opened by the Client, and not the 3rd party (or contact). In the ticket list, the ticket shows as being opened by the Client, no mention of a contact. In the Client Area, it shows the ticket as being opened by the Client.
This needs to be addressed. The fact that it hasn't been is very aggravating.
Customer has two Users: e.g. Tom the business owner and Jerry his business partner.
If Jerry opens the ticket using his personal email - it comes in as a guest. So then you go to options and Assign to client: but then, that changes the ticket in the admin, to show that it is opened by Tom. Instead, we need the ability to tell WHMCS ticket system, which of the users opened the ticket.
It's even more tricky when you have a large organisation that has a lot of contacts...
When client contact emails me, it shows up as the main account owner name in the support ticket - not the name of the (second) actual User that sent the email.
There appears to be no way to assign the ticket to another account "User" (even though the second User is registered and invited and accepted)
More info here: https://whmcs.community/topic/309583-how-do-i-assign-a-support-ticket-to-another-user-contact/
Really wish this small bug could be squished.
Having the contact assigned makes it more clear who the staff is communicating with.
Joe's use cases are exactly why this needs to be an actual feature and they illustrate why it's not currently possible.
I know that tickets belong to accounts BUT, if a contact were to submit a ticket via email, that contact is registered to the contact and the contacts name shows up in the ticket list and in the ticket info when viewing the ticket.
What I am requesting here is a way to manually register a ticket to a contact the way it would be if the contact had originally sent in the email that opened the ticket in the first place.
There are a couple of use cases for this.
- Staff opens ticket for a client contact and needs to assign the correct contact.
- Client opens a ticket and then needs to change the primary POC for the ticket to a contact. We have several customers who have a lot of different contacts and we have staff that only work with certain contacts. Having the wrong name in the ticket list does lead to confusion.
- Contact emails us to open a ticket but doesn't have a contact on the client account yet. We verify the contact is authorized, create a contact on the client account and need to assign/register the ticket to the new contact.
I don't think this will be difficult to do on your end because the logic is already there to register the ticket to contacts when the ticket is opened via email. You just need to create the UI so we can do it manually when necessary.
Tickets belong to a Client Account, but you can always select a contact when opening the ticket via the admin area. At a later date via the " CC Recipients" field on the Options tab; just starting typing the contact's name or email address to see suggestions.
Unless it is opened by the primary user, the ticket is orphaned, not assigned to anyone and cannot be assigned to anyone.
This is a real problem when it comes to verifying and authenticating a user.
It requires constantly searching for that contact to see if they exist in the system and if they are related to the contact they are contacting us about and what permissions they have.
If the contact is related to a client, then the ticket should be linked to that contact.