WP user changes email address, no user connected to KB-Support customer

  • Resolved Anonymous User 13302461

    (@anonymized-13302461)


    3 years, 9 months ago

    This is causing me a lot of wasted time recently.

    WP users (from my membership website) contact me via KB-Support tickets.
    I then have to manually edit WP user details, via wp-admin profile edit.

    However sometimes I cannot find the user, via the KB-Support plugin.

    This is because the user has changed their email address in WP front-end.

    I ask my clients to update their email address now in WP front-end *before* opening a support ticket, as prevoiously when user types different email address in support ticket email field, it caused 2 customers to be created in KB Support!

    Now to avoid 2 ustomer being created, user updates their email in Wp front-end. Then open a support ticket. But this now disconnects them from the “customer” in KB-support!

    They are no longer linked so I have to do lots of searching in different places.

    This whole changing of email address (before, or while opening support ticket) needs a lot of looking at.

    I might have to try other support plugins for now as this is causing me problems. Hopefully this can be fixed soon.

Viewing 2 replies - 1 through 2 (of 2 total)

  • Hello @welshdemon,

    Thank you for reaching out to us!

    Please explain the process a little more.

    A user buys membership from you and then sends a support ticket from another email and KB should know which customer it is?

    Or does a user buy from an email, then from that email send a ticket then change their email and send another ticket and 2 users are created?

    We don’t really understand the process or why a user would change their email. We understand where the problem comes from in KB, because the only identifier of a user is his email and that’s probably why it happens.

    What plugin are you using that allows users to change their emails on the front-end?

    Warm regards,
    Beatrice.

    Marking this support thread as resolved due to inactivity. If you have any other questions or need further help please open a new thread.

Viewing 2 replies - 1 through 2 (of 2 total)
  • The topic ‘WP user changes email address, no user connected to KB-Support customer’ is closed to new replies.