senseless Posted January 8, 2012 Share Posted January 8, 2012 Instead of sending clients the actual contents of our reply via email is it possible to have whmcs just send them a link saying there was an update to the ticket? Is there an option for this I can check somewhere? 0 Quote Link to comment Share on other sites More sharing options...
senseless Posted January 8, 2012 Author Share Posted January 8, 2012 If anyone in the future is wondering, I was able to do this by editing the template for the email. Just removed the ticket contents and added the direct link to the support ticket. With a little blurb "view your ticket update at this location". 0 Quote Link to comment Share on other sites More sharing options...
easyhosting Posted January 8, 2012 Share Posted January 8, 2012 well the ticket reply is sent by emails to the client with the content and a link to the ticket. i cant see the point in just sending a link to the ticket in a reply. 0 Quote Link to comment Share on other sites More sharing options...
m8internet Posted January 8, 2012 Share Posted January 8, 2012 i cant see the point in just sending a link to the ticket in a reply. I've seen this a few times Whilst I agree it is annoying, and I hate it myself It prevents such information being sent on email and only visible in the browser / logged in as a client 0 Quote Link to comment Share on other sites More sharing options...
easyhosting Posted January 8, 2012 Share Posted January 8, 2012 the only information i have in a ticket reply is the reply to the ticket question and then a link to the ticket if the user wants to reply or add anything to the ticket. by just sending a tickets reply email with only the link to the ticket to me is just pointless as if its just a quick reply it means the client does not need to open the ticket in his cl;ient area to see what your reply was. 0 Quote Link to comment Share on other sites More sharing options...
laszlof Posted January 8, 2012 Share Posted January 8, 2012 the only information i have in a ticket reply is the reply to the ticket question and then a link to the ticket if the user wants to reply or add anything to the ticket. by just sending a tickets reply email with only the link to the ticket to me is just pointless as if its just a quick reply it means the client does not need to open the ticket in his cl;ient area to see what your reply was. Email is inherently insecure. By requiring users to login to view ticket replies, you're adding another layer of security for potentially sensitive information. This is certainly not pointless. Its just a matter of whether or not you deem the contents of your support tickets to be sensitive enough to warrant it. 0 Quote Link to comment Share on other sites More sharing options...
easyhosting Posted January 8, 2012 Share Posted January 8, 2012 but the question/problem your client sends through a ticket is sent to you via email, so whats the difference 0 Quote Link to comment Share on other sites More sharing options...
laszlof Posted January 9, 2012 Share Posted January 9, 2012 Not necessarily. They could submit the ticket via the client area. You could disallow email tickets all together if you really wanted to. 0 Quote Link to comment Share on other sites More sharing options...
rodeoXtreme Posted January 9, 2012 Share Posted January 9, 2012 I agree Frank; we do not allow a client to open a support ticket via email or reply via email. All of our tickets require the client to be logged in prior to submitting a support ticket. The only Departments that do not require logging in is our Abuse and Sales Department. We feel security of the information is too important to be sent via an email. We have edited our support ticket email templates and have removed the ticket content from it. We've had a few clients that complained but when we explain that it is for their protection of possible exploitation they understand and conform to the policy. 0 Quote Link to comment Share on other sites More sharing options...
m8internet Posted January 9, 2012 Share Posted January 9, 2012 We have edited our support ticket email templates and have removed the ticket content from it. We've had a few clients that complained but when we explain that it is for their protection of possible exploitation they understand and conform to the policy. Equally, add the change in a newsletter / annoucement and to the Knowledgebase I have to agree, for sensitive information then it can be useful In terms of hosting this would be very rare for such transmission within email Usernames and passwords are already transmitted within initial email, but thereafter there is no need and there is the facility for the customer to reset without any need for any email thereafter 0 Quote Link to comment Share on other sites More sharing options...
laszlof Posted January 9, 2012 Share Posted January 9, 2012 Usernames and passwords are already transmitted within initial email, but thereafter there is no need and there is the facility for the customer to reset without any need for any email thereafter That can be changed. I wrote a "secure password reset" module for WHMCS that basically does away with all passwords being sent via email in WHMCS. When you sign up for an account, instead of sending the cPanel login password via email, it gives you a link to reset the password to whatever you choose in the client area. It also never stores this password. In addition, if you request a password reset for your WHMCS account, instead of it setting it to something random and emailing it to you, it simply redirects you to another system that requires you to verify your identity (security question) and enter a new password. Unfortunately this module is property of my former employer, but it would be fairly easy to redo if the need arises. 0 Quote Link to comment Share on other sites More sharing options...
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