Problem #

While working with support ticket replies, you see the following error:

Department Not Found

or

Department Not Found. Exiting

Cause #

This usually occurs when the support department is a CC or BCC recipient. The system only accepts ticket replies if the support department address is in the To field.

Solution #

To resolve this error:

1. Create at least one support department at Configuration () > System Settings > Support Departments.
2. Assign one or more admins to the department at Configuration () > Manage Admins.
3. Make certain that all support ticket emails go to the configured support department email addresses, with the email address in the To field.

Last modified: November 12, 2024