WHMCS may block email replies from import 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.

You can review and import these replies manually in the support ticket or in Support Ticket Mail Import Log at Configuration () > System Logs.

In a Support Ticket #

You can view and import blocked replies for a specific ticket within the ticket.

View Replies in a Support Ticket #

To view blocked replies for a support ticket:

1. Go to Support > Support Tickets.
2. Click on the desired ticket.
3. 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 appear.
   You will only see this message and its contents if there are email replies to import.

Import Replies in a Support Ticket #

To import a blocked reply, click Ignore Error and Import for that reply in the support ticket.

In the Support Ticket Mail Import Log #

You can view and import all of the blocked replies in your support ticket system in Support Ticket Mail Import Log at Configuration () > System Logs.

View Replies in the Support Ticket Mail Import Log #

To view blocked replies for in the system log:

1. Go to Support Ticket Mail Import Log at Configuration () > System Logs.
2. Find the desired blocked reply in the list of log entries.

Import Replies in the Support Ticket Mail Import Log #

To import a blocked reply, click Ignore Error and Import for that reply in the list of blocked replies.

Last modified: November 19, 2024