Support Center Issues

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, please refer to Email_Piping#Troubleshooting.

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 > Administrators. When editing an admin you can choose just some or all of the departments that the admin should be taking care of. They will then 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 Configuration > General Settings > Support. The types must be separated by commas without any spaces, eg. .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.