Difference between revisions of "Support Center Issues"
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| − | This page provides the explanations and solutions to errors which may occur when using the support centre in WHMCS. For errors encountered when using email piping to import emails into the ticket system, | + | This page provides the explanations and solutions to errors which may occur when using the support centre in WHMCS. For errors encountered when using email piping to import emails into the ticket system, see [[Email_Piping#Troubleshooting|Email Piping]]. |
==Access Denied - You are not assigned to any ticket departments== | ==Access Denied - You are not assigned to any ticket departments== | ||
| − | You have to configure the support ticket departments which you are a member of in Configuration > | + | |
| + | You have to configure the support ticket departments which you are a member of in '''Configuration (<i class="fa fa-wrench" aria-hidden="true"></i>) > [[Administrator Users|Manage Admins]]''' or, prior to WHMCS 8.0, '''Setup > Staff Management > Administrator Users'''. | ||
| + | |||
| + | * When editing an admin, you can choose one or many departments. | ||
| + | * The admin will only receive notifications about tickets in their departments. | ||
== Uploading Attachments== | == Uploading Attachments== | ||
| − | If your support ticket uploads fail to work, it could be because of an incorrectly setup list of allowed file attachment types in Configuration > General Settings > | + | |
| + | If your support ticket uploads fail to work, it could be because of an incorrectly setup list of allowed file attachment types 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'''. | ||
| + | |||
| + | Enter these as a comma-separated list without any spaces (for example, <tt>.gif,.jpg,.pdf</tt>). | ||
==Ticket ID not found== | ==Ticket ID not found== | ||
| + | |||
You cannot open new tickets via email as an admin, the system expects you to be replying to an existing ticket. Therefore when the email does not contain an existing ticket number you will see this error in the email import log. | You cannot open new tickets via email as an admin, the system expects you to be replying to an existing ticket. Therefore when the email does not contain an existing ticket number you will see this error in the email import log. | ||
==Department Not Found== | ==Department Not Found== | ||
| + | |||
This usually occurs when an email was sent and your support department was added as a CC or BCC. Only emails where the department address is in the To field will a ticket be accepted. | This usually occurs when an email was sent and your support department was added as a CC or BCC. Only emails where the department address is in the To field will a ticket be accepted. | ||
==Department Not Found. Exiting== | ==Department Not Found. Exiting== | ||
| − | + | ||
| + | To resolve this error: | ||
| + | |||
| + | # Create at least one support department at '''Configuration (<i class="fa fa-wrench" aria-hidden="true"></i>) > System Settings > [[Support Departments]]''' or, prior to WHMCS 8.0, '''Setup > Support > Support Departments'''. | ||
| + | # Assign one or more admins to the department at '''Configuration (<i class="fa fa-wrench" aria-hidden="true"></i>) > [[Administrator Users|Manage Admins]]''' or, prior to WHMCS 8.0, '''Setup > Staff Management > Administrator Users'''. | ||
| + | |||
| + | Affiliate withdrawal requests will go to this department and the assigned admins will receive notifications of them. | ||
| + | |||
| + | {{troubleshooting}} | ||
Latest revision as of 18:26, 5 May 2022
This page provides the explanations and solutions to errors which may occur when using the support centre in WHMCS. For errors encountered when using email piping to import emails into the ticket system, see Email Piping.
Contents
Access Denied - You are not assigned to any ticket departments
You have to configure the support ticket departments which you are a member of in Configuration () > Manage Admins or, prior to WHMCS 8.0, Setup > Staff Management > Administrator Users.
- When editing an admin, you can choose one or many departments.
- The admin will only receive notifications about tickets in their departments.
Uploading Attachments
If your support ticket uploads fail to work, it could be because of an incorrectly setup list of allowed file attachment types in the Support tab at Configuration () > System Settings > General Settings or, prior to WHMCS 8.0, Setup > General Settings.
Enter these as a comma-separated list without any spaces (for example, .gif,.jpg,.pdf).
Ticket ID not found
You cannot open new tickets via email as an admin, the system expects you to be replying to an existing ticket. Therefore when the email does not contain an existing ticket number you will see this error in the email import log.
Department Not Found
This usually occurs when an email was sent and your support department was added as a CC or BCC. Only emails where the department address is in the To field will a ticket be accepted.
Department Not Found. Exiting
To resolve this error:
- Create at least one support department at Configuration () > System Settings > Support Departments or, prior to WHMCS 8.0, Setup > Support > Support Departments.
- Assign one or more admins to the department at Configuration () > Manage Admins or, prior to WHMCS 8.0, Setup > Staff Management > Administrator Users.
Affiliate withdrawal requests will go to this department and the assigned admins will receive notifications of them.