Support Center Issues

This page provides the explanations and solutions to errors which may occur when using the support centre in WHASOLS. For errors encountered when using email piping to import emails into the ticket system, see Email Piping.

Access Denied - You are not assigned to any ticket departments

You have to configure the support ticket departments which you are a member of in Configuration > Adminitrator Users.

  • When editing an admin, you can choose one or many departments.
  • The admin will only receive notifications about tickets in their departments.

Uploading Attachments

If your support ticket uploads fail to work, it could be because of an incorrectly setup list of allowed file attachment types in the Support tab at Configuration > General Settings.

Enter these as a comma-separated list without any spaces (for example, .gif,.jpg,.pdf).

Ticket ID not found

You cannot open new tickets via email as an admin, the system expects you to be replying to an existing ticket. Therefore when the email does not contain an existing ticket number you will see this error in the email import log.

Department Not Found

This usually occurs when an email was sent and your support department was added as a CC or BCC. Only emails where the department address is in the To field will a ticket be accepted.

Department Not Found. Exiting

To resolve this error:

  • Create at least one support department at Configuration  > Support Departments.
  • Assign one or more admins to the department at Configuration > Adminitrator Users.
Affiliate withdrawal requests will go to this department and the assigned admins will receive notifications of them.