Two Issues

Hi @aharsha,

In testing, when i add a new ticket, i am not getting the ticket request sent to my email. Where is that setting actually set at because it is not happening with what I have set in the Email Notification tab.

1. Please check other emails other than Support Plus are going correctly or not(for example pass change,..) because we use default functionality of wordpress to send emails. If not going please contact to your host provider.
2. Also check your mails are not going to spam folder.
3. Please make sure you are not creating ticket using email set for ‘From Email’/’Reply Email’ in Support Plus > Settings > Email Notification.

Second issue is that when the test ticket is sent, it is showing up twice in the queue. the number shows up as the same number but it is in there twice.

Please make sure you did not created duplicate Status in Support Plus > Advance Settings > Custom Status. If so please remove one and save the changes.
Please also check same for Custom Priority.
Also check ‘Default Status’ setting in Support Plus > Settings.

I see where there is duplicates in Custom Status but there doesn’t appear to be anywhere to delete the duplicates. Only thing I can select is action which the only option is to change the name of the of the label.

Thanks.

Emails are going. The only one I dont get is the when a user submits a ticket. Which address in the email notifications should be getting an email saying that a ticket has been submitted? The user gets one saying it has been submitted but I get nothing on the backend that one has been submitted.

Hi there,

I see where there is duplicates in Custom Status but there doesn’t appear to be anywhere to delete the duplicates. Only thing I can select is action which the only option is to change the name of the of the label.

This is unusual issue and needs debugging. Please create ticket on our support page to check this further.

Emails are going. The only one I dont get is the when a user submits a ticket. Which address in the email notifications should be getting an email saying that a ticket has been submitted? The user gets one saying it has been submitted but I get nothing on the backend that one has been submitted.

You can check Support Plus > Email Templates > Create New ticket > Staff Email for this.

OK. I tried logging in to do a support ticket but nothing would let me in. We purchased this over two years ago but haven’t really touched it since so i am not sure if we fell off your system or something.

Got the emails working correctly though. Problem is that the email template is not translating to the actual emails going out. For example with the name. I put Test for the name but on both emails, it is showing the name as Shopper.

Thank you.

Hi there,

OK. I tried logging in to do a support ticket but nothing would let me in. We purchased this over two years ago but haven’t really touched it since so i am not sure if we fell off your system or something.

No problem, please share your email address on our facebook page, we’ll check your purchase and help you migrate to new website so that you can create tickets.

Got the emails working correctly though. Problem is that the email template is not translating to the actual emails going out. For example with the name. I put Test for the name but on both emails, it is showing the name as Shopper.

Email templates can not be translated if it is edited. Please follow below steps:

1. Reset email template for each email type
2. Now translate it in your .po file and you can also edit this as per your requirement in .po file. This string will be used for mail body so there is no point to edit in template if you have translation.

Dont have a Facebook account. Can we send it to the email address that we have from the email we got when we paid for it?

Hi there,

Please email at [email protected].