Hi all,
Found a bug in our CRM and thought I'd share it while 3dcart is looking for a solution. Not sure if it affects everyone's account or not:
1. Customer uses contact form on site to submit a ticket through CRM. Merchant receives email template "CRM - New Ticket" (as normal).
2. Merchant responds through CRM in admin with message and customer receives email template "CRM - Reply" (as normal).
3. Customer visits special url (one given to customer from 'CRM - Reply' email) to submit updated message to ticket and CUSTOMER RECEIVES email template "CRM - Reply to Merchant" that is supposed to get sent to merchant. Merchant never receives email that customer makes update to ticket.
Support acknowledged the issue with our account (and a test account they setup), but they are saying that in step # 3 above, instead of the customer receiving the merchant emails as I mentioned, they notice that NO emails are being sent when a customer updates ticket. This is not how it happened when we tested it, but in any case there is a bug in it so I won't argue with them. So be sure to log in to CRM and check your tickets from time to time.
Found a bug in our CRM and thought I'd share it while 3dcart is looking for a solution. Not sure if it affects everyone's account or not:
1. Customer uses contact form on site to submit a ticket through CRM. Merchant receives email template "CRM - New Ticket" (as normal).
2. Merchant responds through CRM in admin with message and customer receives email template "CRM - Reply" (as normal).
3. Customer visits special url (one given to customer from 'CRM - Reply' email) to submit updated message to ticket and CUSTOMER RECEIVES email template "CRM - Reply to Merchant" that is supposed to get sent to merchant. Merchant never receives email that customer makes update to ticket.
Support acknowledged the issue with our account (and a test account they setup), but they are saying that in step # 3 above, instead of the customer receiving the merchant emails as I mentioned, they notice that NO emails are being sent when a customer updates ticket. This is not how it happened when we tested it, but in any case there is a bug in it so I won't argue with them. So be sure to log in to CRM and check your tickets from time to time.
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