Blocked Support Email Replies - Revision history

SarahK: /* Support Tickets */

2022-04-19T16:27:17Z

‎Support Tickets

SarahK at 16:25, 19 April 2022

2022-04-19T16:25:04Z

SarahK at 16:18, 19 April 2022

2022-04-19T16:18:54Z

SarahK: /* Support Ticket Mail Import Log */

2022-01-27T16:33:01Z

‎Support Ticket Mail Import Log

SarahK: Created page with "== Blocked Support Email Replies == WHMCS may block email replies from being imported into existing support tickets for several reasons: * The sender is unregistered. * Th..."

2021-09-28T16:37:57Z

Created page with "== Blocked Support Email Replies == WHMCS may block email replies from being imported into existing support tickets for several reasons: * The sender is unregistered. * Th..."

New page

== Blocked Support Email Replies ==

WHMCS may block email replies from being imported into existing support tickets for several reasons:

* The sender is unregistered.
* The sender is not a CC recipient.
* The sender is not associated with the support ticket's client account.

As of WHMCS 8.3, blocking only occurs if '''Allow Insecure Imports''' is disabled at '''Configuration > System Settings > General Settings''' in the '''Support''' tab. If this setting is disabled and blocking does occur, you can still view these replies and import them manually.

== View and Import Email Replies ==

You can find and import email replies through two separate locations in the WHMCS Admin Area:

=== Support Tickets ===

To view and import blocked replies:

* Go to Support > '''[[Support Tickets]]'''.
* Click on the desired ticket.
* In the '''Blocked Replies''' message, click on the ticket ID and subject for the desired reply. The reply's sender, subject, status, contents, and other information will display. <div class="docs-alert-warning"><span class="title">Blocked Replies</span><br />You will only see this message and its contents if there are email replies to import.</div>
* Click '''Ignore Error and Import'''.

Repeat this process for any other listed email replies that you want to import.

=== Support Ticket Mail Import Log ===

You can also view and import replies from the '''Support Ticket Mail Import Log''' at '''Configuration > System Logs'''.

Click '''View Log''' to view the imported reply. This displays the same information that you see when clicking the ticket ID and subject in the '''Blocked Replies''' message above.

@@ Line 17: / Line 17: @@
 To view and import blocked replies:
-* Go to Support > '''[[Support Tickets]]'''.
+# Go to '''Support > [[Support Tickets]]'''.
-* Click on the desired ticket.
+# Click on the desired ticket.
-* In the '''Blocked Replies''' message, click on the ticket ID and subject for the desired reply. The reply's sender, subject, status, contents, and other information will display. <div class="docs-alert-warning">You will only see this message and its contents if there are email replies to import.</div>
+# In the '''Blocked Replies''' message, click on the ticket ID and subject for the desired reply. The reply's sender, subject, status, contents, and other information will display. <div class="docs-alert-warning">You will only see this message and its contents if there are email replies to import.</div>
-* Click '''Ignore Error and Import'''.
+# Click '''Ignore Error and Import'''.
 Repeat this process for any other listed email replies that you want to import.
-−
 === Support Ticket Mail Import Log ===
 You can also view and import replies in '''Support Ticket Mail Import Log''' at '''Configuration (<i class="fa fa-wrench" aria-hidden="true"></i>) > [[System Logs]]''' or, prior to WHMCS 8.0, '''Utilities > Logs'''.

@@ Line 7: / Line 7: @@
 * The sender is not associated with the support ticket's client account.
-As of WHMCS 8.3, blocking only occurs if '''Allow Insecure Imports''' is disabled at '''Configuration > System Settings > General Settings''' in the '''[[Support Tab|Support]]''' tab. If this setting is disabled and blocking does occur, you can still view these replies and import them manually.
+As of WHMCS 8.3, blocking only occurs if '''Allow Insecure Imports''' is disabled in the '''[[Support Tab|Support]]''' tab at '''Configuration (<i class="fa fa-wrench" aria-hidden="true"></i>) > System Settings > General Settings''' or, prior to WHMCS 8.0, '''Setup > General Settings'''. If this setting is disabled and blocking does occur, you can still view these replies and import them manually.
 == View and Import Email Replies ==

← Older revision		Revision as of 16:33, 27 January 2022
Line 26:		Line 26:
	=== Support Ticket Mail Import Log ===		=== Support Ticket Mail Import Log ===

−	You can also view and import replies ~~from the~~ '''Support Ticket Mail Import Log''' at '''Configuration > System Logs'''.	+	You can also view and import replies in '''Support Ticket Mail Import Log''' at '''Configuration (<i class="fa fa-wrench" aria-hidden="true"></i>) > [[System Logs]]'''.
−
−	~~Click '''View Log''' to view the imported reply. This displays the same information that you see when clicking the ticket ID and subject in the '''Blocked Replies''' message above~~.