Include email addresses that were added via CC to opening ticket and all replies

No one else would find this useful?

I find this feature also very useful. It'd be great if it got implemented.

This seems like an incredibly basic feature that should have been implemented many versions ago. It seems like WHMCS is more interested in finding new revenue instead of polishing up a promising system!

Most my support tickets with WHMCS Support end up with replies like this last one:

I am afraid that we are not aware of a workaround that would allow you to do what you are looking for. If you require further assistance, please don't hesitate to let us know.

On the bright side, we now have the option to pay an extra $30 to get our support tickets moved to the top of the queue!

We gave up on this request and moved to Kayako Case. Best thing we ever did.

CC, BCC, adding emails during replies and configurable options that all make business sense and are practical.

WHMCS is perfect for our domain, hosting and general invoicing but a full email support system it is not and there's no sign of it altering the support system any time soon.

Yes, totally agree. Please add these feature!

Usually we deal with multiple recipients e.g. external designers, developer and creative agency.

For example - agency A opens a support ticket. They add all recipients that are involved in this project. However WHMCS discards the CC field. On ticket responsive only the contact persopn from the agency receives a reply. I know member of staff can add the recipients manually, however we don’t know the exact recipient address for every project.

I hope this makes

Agreed. Please add this feature!

This is essential

Please would you consider upvoting this idea:

https://requests.whmcs.com/responses/enable-tinymce-editor-for-tickets-as-well-as-auto-save-functionality

This would make tickets work much better when they are initiated via email - really helpful.

We also receive the vast majority of service requests via email. This feature would make a big difference to our workflow.

Please add this. The people who are in the CC are normally the boss of our customers and yet they're not informed when we reply to the tickets of their staffs.

Such a common-sense feature that's going by the way-side I'm afraid. You have to go with "numbers and voting"....even for something as simple as this. It is a pain having to dig into the message headers to find out the address of someone My Customer CC'd on the message to support.

Yes - it's a basic function that should be there.

Please add this feature, we have a lot of headache to provide support as contacts added to email threat CC/BCC are not allowed to reply :-(

This will make the WHMCS support system so much more 'user friendly' (for agents).

This is urgently needed.

This (very small) feature is really very urgently needed. Please add this asap!

When I first started using WHMCS I thought that it would just do this out of the box. Took me ages to work out it wasn't cc'ing anyone in and that they had to be added manually.

Come on WHMCS this should be a standard feature.

This is such a basic feature request, and it has not received any attention from the developer for over 3 years now.

Ciao!

It would also be nice if when the admin opens a ticket in WHMCS we could choose more than one CC from the drop down list. Maybe toggle boxes instead would make more sense?

Really need this. We often have clients emailing us & then complaining why their CC tech contacts weren't updated. We then have to ask for the email addresses to add manually to the ticket. A lot of unnecessary hassle.

This would be useful please, feel free to make it a tickbox in the support section for those not wishing to use it.

I need this

WHMCS packages up too many business-critical eggs in a proprietary/closed-source basket...

...meaning when there is an incredibly obvious area for improvement such as this feature request, WHMCS admins/partners/users are asked to post to this forum in threads where not one WHMCS rep has made a peep after three years(!). You can't even roll your own solution because the source code is all encoded.

But hey, you can pay an extra $30 for a priority ticket so they can tell you that you're SOL in no time flat!

Hello,

At HostingCon I spoke with Christoph about this feature request. I told him I would follow up with our dev team and provide some insight here about our thinking. We see the value of importing the CC field entries into the ticket system and understand why this feature request has gotten upvotes. We are concerned about implementing it as currently described, because there is a risk it allows for a WHMCS installation to become an open relay. If we add each address that is CCed and then send a receipt notification to each of the addresses, a spammer could send an email to a WHMCS support department with 100 cc email addresses and then have WHMCS send 100 copies of their email body. This could result in spam filters and MTAs refusing to accept mail from the WHMCS installation which causes further damage.

We discussed a few options to balance the inclusion of CC emails with mitigation of the open relay risk. What is the communities view on:

a) Only importing CCs addresses from verified email addresses of clients or client's sub-contacts.

b) Only importing CCs addresses of verified email addresses of client or client's sub-contacts.

c) Making the importing of CC addresses an option in general settings that defaults to off.

I vote for Option C, as we primarily use WHMCS as a helpdesk, thus don't have people as clients and need all recipients to receive copies of the responses.

Perhaps with option C you could allow users to restrict the auto CC import to a number set by the WHMCS administrator.

I.E.: AutoImport of CC recepients enabled as long as CC'd users are 10 or less, etc...

Hi,

What about not sending the Support Ticket Opened and any other email template other than the Support Ticket Reply?

This way only the reply we will sent will be sent to all the CC addresses.

I don't think there is harm in importing any CCs address - as long as you select when to send mail to those addresses.

Ram

Great to see this moving forward.

I would be happy with option C, but to try to mitigate the whole spam issue could the automated receipt notification only be sent to the sender rather than all "to" and "cc" fields?

I think option D) Import the CC email but don't send out an automated email receipt to the CC. Problem solved.

We simply need the ability to import the CC - not necessary to send them receipts.... manual replies will cover that.

I would prefer option C. But there should be a way to quickly add (from the ticket screen) CC'd email address as a contact to an existing client. Doing so might mitigate some of the smap concerns.

How about:

E) Do not send first auto-reply notice to CC'd addresses. Show them in the ticket somewhere with the option for the admin to add them as 'official' cc'd recipients to the ticket, perhaps simply by clicking on each. Optional: a registered client might also have the option to officially add them as CCs to the ticket (rather than just admins).

This way they're not CC'd by default for any ticket, but they can be easily added.

Guys, if we could keep the conversation consistent and focused, maybe it'll get looked at as an easy fix to a large conversation. If you add "if/than" variables to the request, it'll NEVER EVER get done. Option C is my vote. Simple and well, consistent with a standard support ticketing system.

Please do option C but don't do automated ticket opened reply to CC email addresses. Only ticket reply will be sent to CC email addresses. Thanks!

I really do hope WHMCS team provides this function asap as it creates disconnect in communicating with our clients when done thru WHMCS.

any update on this one? This is really a must feature or are you guys trying to deliberately not adding this feature to give way to kayako?

E) Do not send first auto-reply notice to CC'd addresses. Show them in the ticket somewhere with the option for the admin to add them as 'official' cc'd recipients to the ticket, perhaps simply by clicking on each.

D) Import the CC email but don't send out an automated email receipt to the CC.

looks good.

Totally agree. Also interested in a workaround or solution. This has been issue for a long time. We always have to double check not miss any recipients.

Absolutely a MUST!

would be good to have this feature. We have users all the time who CC other people in and we need to keep them in the loop

It is a must. Or also can add CC

Agreed, my clients are asking the same thing

Guys! please work on this, 4 years?

this deserves attention already.

Many clients send us emails and we recieve them on tickets system. They expect things to work the same as emails, but currently it is not.

Give this feature some love :)

Thank you.

Desperately need this, large organizations are incredible hard to manage. Sometimes it's hard to tell if a ticket is for us or we were just copied in.

Also clients complain we don't copy people in when we didn't even know they were included in the first place.

yes. we also need this.

I really do hope this feature gets included in the next release.

I'd really like to see this included in a patch coming soon, we're finding more and more that when talking to customers, they need to CC people to engage them in the support process and WHMCS doesn't automatically ingest them into the ticket, so we end up having to ask for their emails.