No Confirmation Email after Support Request Submission!

Hello,

I just installed the Support System Plugin from WPMU.

I tried the plugin and I encountered two issues that I'd like to know more about.

Issue 1: When I created a new support request from a user account, I did not get a confirmation email for the creation of that support ticket or for the response from the admin account?

Issue 2: I couldn't create a support ticket without logging in. How do I enable support tickets without having to login or create an account?

Thank you.

  • Michelle Shull

    Hey there, Ishmamul!

    Let's check just a couple of things. When a new user creates an account on your site, are you getting those emails? There's a chance the default WordPress email system isn't working for you, some hosts can block it from sending mails, and it's not the most modern email solution. There's a plugin you can temporarily install to see if this is a problem for you: https://wordpress.org/plugins/check-email/

    If this plugin indicates a problem, or even if it doesn't, you can consider using an SMTP mail account to host and send your site email, instead. There are two popular plugins we recommend, both free, that many users install to use instead of the default WP mail.

    https://wordpress.org/plugins/wp-mail-smtp/
    https://wordpress.org/plugins/easy-wp-smtp/

    Only use one or the other, not both at the same time, but this may solve your confirmation email issue.

    For issue number two, right now, Support System only allows bug reports from registered/logged in users. It's a popular feature request, though, and I know our devs will consider adding anon/non-member ticket submissions if it's feasible for this plugin.

    Thanks for your question!

  • Ishmamul

    Hello,

    Thank you for your answers. I understood that the feature in issue no. 2 is not available in the plugin as of now.
    As for issue no.1. The wordpress mailing works in my website but the user who is creating a support ticket is not getting any sort of confirmation when the ticket has been created and nor is he getting a notification when a support staff is answering the support ticket.
    To elaborate, I created this support ticket, right? I got an email notification when you responded to the ticket, but in the plugin the user is not sent an email to be notified that his questions have potentially been answered. Is this also something not available in the plugin as of now?

    Thank you.