Better logging and Ticket support for additional contacts

[wickedmx]

The addition of the Contacts sub account has been great and very helpful, however there are a couple of tweaks that I think it could benefit from.

1) When the sub account logs in with their own credentials to submit a ticket, I think the ticket could make it more obvious that the it has come from the sub account. This would accommodate all those people who forget to sign their submissions(which happens quite often for me) and also make it much clearer on who said what if both the main client and sub account contact respond to the same ticket.

I was just thinking that where it displays the client's name, it could display it in some way similar to the example below:

{Sub Account}
on behalf of:
{Client Name}
Client


2) The other thing I noticed is that in the client's log section it does not display the sub contact's name when they have performed a task or modification to the account. Currently it just displays 'Sub-Account (number)'. This generic link makes it a bit of task to identify who has done something if you need to pass on that information to the main account holder, particularly if you have more than one additional contact.

[mozafary]

Yes,We have some problem with subaccounts details on Tickets and logs! WHMCS need to improve on this matter

The addition of the Contacts sub account has been great and very helpful, however there are a couple of tweaks that I think it could benefit from.

1) When the sub account logs in with their own credentials to submit a ticket, I think the ticket could make it more obvious that the it has come from the sub account. This would accommodate all those people who forget to sign their submissions(which happens quite often for me) and also make it much clearer on who said what if both the main client and sub account contact respond to the same ticket.

I was just thinking that where it displays the client's name, it could display it in some way similar to the example below:

{Sub Account}
on behalf of:
{Client Name}
Client


2) The other thing I noticed is that in the client's log section it does not display the sub contact's name when they have performed a task or modification to the account. Currently it just displays 'Sub-Account (number)'. This generic link makes it a bit of task to identify who has done something if you need to pass on that information to the main account holder, particularly if you have more than one additional contact.

[BryanB]

I agree, we have the same problem, we usually try to address customers by their first name when responding to their support tickets (a little bit more friendly and personable) but I've noticed a few times where I've used the wrong name because the ticket said it was John Doe but it was really John Doe's sub contact (usually their assistant).

[HostOrca]

This would be helpful.

I've had a situation before where a ticket was submitted by a sub-account, who is a bloke, the support tech responded with Hi Diane (primary account name).

Luckily the bloke saw the funny side. But I can imagine it could upset some people. It also does not look very professional addressing the person incorrectly.

[mozafary]

Since we are working with many companies,This feature is very important for us

[BryanB]

was hoping this would come out in 4.5 but doesn't look like it.

another issue is that when you open a new support ticket on behalf of the client it isn't sent to sub contacts. We often get clients that ask us to CC someone else on all emails.