Problem #

The system isn’t sending support ticket notification emails to your staff (for example, new support tickets or new client replies).

Cause #

This issue is usually due to a misconfiguration.

Troubleshooting #

First, check these points:

1. Check whether you have selected Enable Ticket Notifications at Configuration () > System Settings > Administrator Users.
2. Check whether you have selected Support Emails under Configuration () > System Settings > Administrator Roles.
3. Check whether the admin ticket notification emails are disabled under Configuration () > System Settings > Email Templates.

If the above steps don’t resolve the issue:

1. Check whether you have selected Disable Reply Email Logging in the Support tab at Configuration () > System Settings > General Settings. If you have selected it, deselect it and then attempt to replicate the issue.
2. Check whether there’s an error at the time of email sending under Configuration () > System Logs.

No Error in Activity Log #

If a message exists in the Email Message Log and there are no errors in the Activity Log, the message likely left WHMCS without any errors from your mail server. This indicates that the problem is email delivery for the recipient and not sending in WHMCS.

Contact your mail server administrator to investigate.

Last modified: November 12, 2024