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QDBlue2000

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  1. We have a larger support team and not everyone needs to know right away that there is a new ticket. I only need them to know when they are flagged on a ticket. But if I remove the option to notify that user of new tickets then they also do not receive an email saying they have been flagged. Anyone know a way around this?
  2. We have recently switched from Kayako to the support system in WHMCS. However I have a few questions about how to's that I can't seem to make work. The first issue is, can I have a ticket entered without it having to email all administrative users that there is a new ticket. My idea setup would be a new ticket is entered and no one receives an email notification. So that we just have to login and check for new tickets. The second issue is I have it checked to not auto respond to a new ticket. However a) its still doing this. B) when it does it it moves the new ticket form the new queue to the answered queue. I do not want the system to automatically move anything. I want all new tickets to remain in the waiting answers/new queue until we process them. Does any one have any tips or suggestions for how to make this work the way I am looking?
  3. When a support ticket is created it sends a notice to all of my admin users I have setup. I need to know if there is a way to turn this off. I would either prefer to have 1 person notified or to have no one notified. Is this possible. Also, I checked the box to not send an auto responder to a ticket and I am till receiving auto responders to the tickets when they are created. I don't mind that the user receives a notice that we got their request. However it then places the tickets in the answered queue and not in the new queue. Has anyone else had this issue?
  4. We are using kayako for tickets and knowledge base but after I just upgraded we are looking at dropping kayako. Is there a way to import my knowledge base into WHMCS or do I need to start over? Stephanie
  5. I am trying to figure out if I create a products/service and make it hidden can I offer it to clients that already exsist but not to new clients? How do you order a prodcut that is hidden is that even possible. Also what is the difference between cart.php and order.php? One link I have goes to cart.php and the other is to order.php. Does it make a difference which one we use?
  6. I have unchecked that. But what I need now. Is a setting that will notify a support tech if an email is assigned directly to them. Rather than just when a ticket is entered or applied. If this helps we have been using wonderdesk and we are changing over to this new system. We need the email notifications to function similar to wonderdesk. Any other suggestions?
  7. We are using the support/ticketing system in WHMMCS. We are trying to set it to only notify us by email when we assign a ticket to a particular technical support person verses when a ticket comes in. Right now when a ticket is entered all of our support staff will receive an email and we find this confusing and overly done. Does anyone know if there is a way to modify it so that only when a ticket is assigned that assigned person receives an email that is it? Thanks Stephanie
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