Ticket ID Not Found Errors

Problem

When attempting to open a new support ticket via email as an admin, you see one of the following errors:

  • The system could not find the ticket ID. (WHMCS 8.4 and later)
  • Ticket ID not found (WHMCS 8.3 and earlier)

Cause

Someone attempted to open a new ticket by sending an email from an admin’s email address or attempted to reply to a ticket without including the ticket ID.

The system expects emails from an admin’s email address to be replies to an existing ticket. Admins can reply to tickets but cannot open new tickets using email.

Solution

Ensure that all ticket replies that you send via email include an existing ticket ID number.

To open new tickets on behalf of a client, log in to the Admin Area.

troubleshooting support support-tickets

Last modified: November 14, 2024