Blocked Support Email Replies

From WHMCS Documentation

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.
    Blocked Replies
    You will only see this message and its contents if there are email replies to 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 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.