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Troubleshooting Administrators not receiving Support Ticket Notification Emails

If you have configured your support departments, administrators, and administrative roles and are finding that your admins are not receiving the notifications you would like them to receive, follow this guide.

This steps through the various configuration settings that you would need to explore and configure so that your administrators are able to receive email notifications when support ticket activity occurs.

This troubleshooting guide assumes that Email Piping has been already been correctly configured and tested. And that Support tickets are being successfully piped into the WHMCS support system.
For help with this, see Troubleshooting Email Piping Problems

This troubleshooting guide assumes that Email Sending has already been correctly configured and WHMCS emails sending has been successfully confirmed (for example, to Clients).
For help with this, see Troubleshooting Email Sending

Administrator Users

Navigate to Configuration > System Settings > Administrator Users > Edit.

  1. Enter a valid Email Address.
  2. Check that the Admin has been assigned to the Support Departments for which you want to receive notifications.
  3. Check that the Enable Ticket Notifications has been ticked.
  4. Uncheck the Disable option, to ensure that that the Admin is enabled.
  5. Click Save Changes.

Administrator Roles

Navigate to Configuration  > System Settings > Administrator Roles & Permissions > Edit.

  1. Check Support Emails checkbox under the Email Messages section.
  2. Click Save Changes.

Support Ticket Departments

Navigate to Configuration  > System Settings > Support Ticket Departments > Edit.

  1. Ensure Admin users who should receive notifications have been ticked as Assigned Admin Users for the support department.
  2. Click Save Changes.

You will need to do this for your other Support Ticket Departments and assign your Admin to each of them as required.