Feature Requests
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Unfortunately there are no options within WHMCS at this time to disable all the emails being sent to the Main account email address. Thus If a client has many contacts and you have many support people working for that client, then the main account gets spammed with a lot of emails, there is no way to disable the main account to not recieve these updates.
the only workarround is to add an dummy email for the main account and add it as contact.i hope for your votes to add these options.
I like this idea
Yes, great idea.
There should be a distinction between each contact so we can send reply only to the relevant contact - without bothering the main contact of the customer company.
You can see similar request here:
http://requests.whmcs.com/responses/client-contact-ticket-management
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
Need better handling for SubAccount and Tickets.
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
agree!
Yes I need this. Main account holder wants everything to go to sub account. But there is no way to "switch off" the support and billing to the account owner.
for sure, been looking into this for a while as I have the same problem. Deleting or using dummy email won't work, because that's used for sending welcome emails and other notifications.... just need to add option that it won't be emailed every time contact opens support ticket. can't be that difficult?
I am strongly in favour for this - especially if we could disable all emails to the primary account (login) user and only use contacts to communicate...
I have several dozen resellers that would benefit from not getting multiple emails.
Hi,
I voted for the feature because this really is a problem. See here my predicament:
My clients are larger companies, the person who pays the invoices is a differen person who needs the support. Right now i have set the master account holder to the person who needs to pay the invoices, it's someone in the administration department of that company. However this person does not have anything to do with the product that we provide itself. Now the manager of their operational department calls me and i want to make a ticket i am forced to send an e-mail to the person working at the administration department as well even though this person has nothing to do with that support request.
I also find it strange that you cannot change the recipients after the ticket has been created. I can only change the CC recipients in the Options tab.
Wow, five years??????? I have a better question. How may votes are needed for the idea to be, not considered, not reviewed, not under consideration, but will be added to X version release?
I would pay easily a thousand a month if they would bump up their development cycle to have weekly updates and address more of these common isues.
Please, I can't believe this still hasn't been addressed.
The main/master account is oftentimes the company owner/CEO etc etc, they have NO interest in receiving email notifications for all of their sub-accounts support tickets.
This SINGLE issue is pretty much the biggest problem that makes or breaks WHMCS's ticket system for a larger company.
Yet it is SO easy to fix that requires NO effort. If WHMCS fears that some people prefer the current setup, just give us a toggle box, that defaults to ON (so nothing changes right away after the update), to allow us to toggle it to OFF.
Unfortunately we are moving away from WHMCS because of things like this. However, I understand the primary focus of WHMCS is for hosting solutions only and not designed for a break/fix organization or MSP's (managed service providers). I have been using WHMCS for years and have never really used it for web hosting services. WHMCS is great and to be honest it is very close to being usable for other organization types.
I don't understand this is still under consideration and not in the roadmap. What we do now for each client is to create a dummy email adress so the main account holder doesn't get a notification for a ticket that regards one of their employees.
I'd like to express our strong support to this request. This seems like something a lot of organization run into and should be addressed. It becomes increasingly hard to explain to our customers this is not possible yet.
I am new to WHMCS and have just run into this issue. If I had realized this would happen i would probably have chosen something else. It is an incredibly powerful system but has some really simple things wrong with it that i cannot believe haven't been fixed. The forum thread linked above dates back nearly 4 years! I have been looking at adding something to the EmailPreSend hook to see if this behaviour can be fixed that way but so far i havent worked it out
We are experiencing much the same. We've actually had people request to be removed. What's worse, the business owner won't get invoices as a result, we have to manually email them :(
I think this would be nice as a broader feature that allows to select what type of notices the main email account should receive. You already have the Email Notifications checkboxes for the additional contacts, so I don't think it would be much of a problem for you to add it to the main user too.
I hope you consider this!
Hi all,
I'm excited to announce that we are working on this for the upcoming 7.10 release!
The concept is that via the client's Profile tab, staff can control which emails the main account holder will receive. In much the same way they currently can for contacts.
The UI might look something like the attached screenshot.
Keep an eye on our blog for the beta in the coming weeks to give it a try!
This is great news! One thing, I don't see anything different in that screenshot (I'm not logged into a WHMCS right now to compare).
Why not use wording that says:
"Email copies for ticket creation and replies, ONLY to the email account that created the ticket, and Cc'd email addresses on that ticket"?
Thanks! :)
Finally! Happy dance! ;-)
In the proposed configuration, what happens when the main account owner UNCHECKS the box for "Support Emails - Receive a copy of all Support Ticket Communications", and the main account owner is the one that opens the support ticket?
I'm assuming they will still get the support emails, but it's confusing. Since I'm confused, the customer will be, too. Proposed change:
__ Support Emails - Receive a copy of Support Ticket Emails when other users open a Ticket.
- Scott
Hi,
Thanks!
According to the screenshot you added I understand that you are adding a partial solution to a very big problem.
The main issue here is that there is no real distinction between contacts, sub accounts and main contact / master account holder.
as far as I see it the system should be built around companies with contacts /sub accounts that works in the company and one account (the master account holder) that have access to everything while each contacts /sub accounts can access and manage only his information.
The company itself should not have any direct contact information - It should serve just as a "container" to hold all the company contacts, products, services, domains, invoices and transactions etc. All the other information should be in a contacts /sub accounts level
You can see the full senario and explanation here:
https://whmcs.community/topic/242497-problem-with-the-ticket-system-and-email-templates/
=====================
In general this is the things that are not handled by your solution:
1. When a sub account log in to the customer side - he will see all the tickets from all the other employees of the company . there is no way for him to see and manage only his information - there is an option to manage and see information on the company / main account level or not to have such an option at all - there is no management of information related to a specific contact only.
The system should work in a way that each contact / sub account can log in to the customer area and be able to see and manage only his tickets and information and see only the information we are allowing him to see and manage in the company level.
2. The Merge Fields is the ticket system and in the email system will still show the main account holder information - so if a contact will open a ticket he will get an automatic replay with the main account holder name etc.
The Merge Fields in the ticket system and the email system should reflect the relevant contact / sub account information and not only the master account holder.
3. There is no way to send a Quote to a contact / sub account.
There should be a way to send a Quote directly to a specific contact and not just to the master account holder. such a Quote should be visible in the client area only to the relevant contact / sub account and to the master account holder that can see everything.
4. In the ticket list we will still see under the submitter field the main account holder name - even when a ticket was opened by a contact / sub account.
In the ticket list we should see the name of the contact /sub account that submitted the ticket with the company name in brackets (like we see now in the ticket after we open it).
5. According to your new system - what will happen If we removed the support emails? as far as I understand - the main account holder will not get any support email even for those he submitted... the same for product emails - the master account holder will buy a new product but will not get the welcome email since he don't want to get such a mail for every porches done by a contact /sub account
================================
So I think that having the option to stop sending emails to the master account holder - is a nice step, but very very far from the main issue here that related to the way WHMCS are working with contacts /sub accounts and the main account holder.
Regards,
Ram
Hi all,
It's great to see the excitement about this feature! To answer some questions which have been asked a few times:
Support
* For both clients and contacts, you always receive email notifications about updates to tickets that you open.
* For clients, checking the Support email notifications checkbox means you will also receive email notifications about updates to tickets others open within the account.
* So there shouldn't be a combination which would result in no ticket notifications being sent at-all.
General
* A client could indeed miss out on information if they chose not to receive a certain type of email and didn't create a contact to receive them instead.
For example, unchecking the "Invoice Emails" option would mean that no invoice emails or reminders would be sent to the client's email address.
* Clients will always receive the email verification and password reset emails.
Hi all,
I'm pleased to announce that the 7.10 public beta is now live, featuring new Email Notification options for clients! Please test it out, and let us know your feedback during the pre-release period.
Beta information: https://beta.whmcs.com
Feature documentation: https://docs.whmcs.com/Clients:Profile_Tab#Email_Notifications
Discussion: https://whmcs.community/forum/495-v710-beta-discussion/
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