Guides & TutorialsTroubleshooting Email TroubleshootingTroubleshooting Administrators Not Receiving Support Ticket Notification Emails

Troubleshooting Administrators Not Receiving Support Ticket Notification Emails

If you have configured support departments, admins, and admin roles but admins are not receiving notifications correctly, check your configuration settings.

Before you perform these steps, ensure that:

  • You have already configured and tested email piping.
  • You have already configured and tested email sending.
  • Support tickets are successfully piped into the WHMCS support system.

For more information, see Troubleshooting Email Piping Problems and Troubleshooting Email Sending.

Administrator Users

To check the settings for an admin user:

  1. Go to Configuration > System Settings > Administrator Users and edit the desired user.
  2. Enter a valid Email Address.
  3. Verify the admin's Support Departments assignments.
  4. Check Enable Ticket Notifications.
  5. Uncheck Disable to ensure that that the Admin is enabled.
  6. Click Save Changes.

Administrator Roles

To check the settings for an admin role:

  1. Go to Configuration  > System Settings > Administrator Roles & Permissions and edit the desired role.
  2. Check Support Emails under Email Messages.
  3. Click Save Changes.

Support Ticket Departments

To check the settings for a support department:

  1. Go to Configuration  > System Settings > Support Ticket Departments and edit the desired support department.
  2. Make sure that the correct admins are selected as Assigned Admin Users for the support department.
  3. 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.