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  Post #1 (permalink)   09-11-2014, 01:42 AM
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ok so about 5 mins ago i got a new client
what made me notice him was in his support ticket there was replies merged from this other client ... i did not merge the replies ... so it really had me wandering how that happened ... and i began to clean his support ticket and delete the replies that was not supposed to be there

so then i researched his i.p and i got back in return

RBL Status:Listed in SORBS
Thread:Vulnerable


strangely all the replies was from the other client mentioned in the topic below
do you think its possible the client from the topic below is hiding his identity and preparing for revenge or something because i don't understand how those tickets could have even merged ... because i deleted the clients entire account in the topic below
and all his tickets was gone forever until now what could i be dealing with here aliens from outer space?


Out Of All Peoples Why ME?!?!

Last edited by hostroyal.us : 09-11-2014 at 01:47 AM.
 
 
 


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  Post #2 (permalink)   09-11-2014, 02:43 AM
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thank goodness for my technical friend he is fixing/checking everything now
hooray for nerds!

but seriously has this happened too anyone else here tickets merging by themselves? its the strangest thing
 
 
 


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  Post #3 (permalink)   09-11-2014, 08:29 AM
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What software and software version are you using for your support desk?

Lets go ahead and assume it is WHMCS. Clients can't 'merge' a ticket so if it was indeed an actual merge, it would have been from the admin area.

However, it might be possible you're confusing the merge with either a sub-contact replying to a ticket in the primary account and/or your client was CC'd or is somehow replying to the ticket via email meaning they are now involved in the previous ticket you're referring to.

If you're unsure, it really is time to do some digging to ensure no one have access to your admin area that shouldn't.
 
 
 
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  Post #4 (permalink)   09-11-2014, 09:01 AM
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I dont think many support systems allows clients to merge tickets, this is an admin process
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  Post #5 (permalink)   09-11-2014, 04:45 PM
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Quote:
Originally Posted by Alex - Arvixe View Post
What software and software version are you using for your support desk?

Lets go ahead and assume it is WHMCS. Clients can't 'merge' a ticket so if it was indeed an actual merge, it would have been from the admin area.

However, it might be possible you're confusing the merge with either a sub-contact replying to a ticket in the primary account and/or your client was CC'd or is somehow replying to the ticket via email meaning they are now involved in the previous ticket you're referring to.

If you're unsure, it really is time to do some digging to ensure no one have access to your admin area that shouldn't.
basically i logged in ... clicked the tickets awaiting reply to the top ... i replied then boom lots of merged tickets had popped all up in the ticket not sure what caused it initially ... very strange thing indeed coming from whmcs "deleted tickets had merged themselves" and forward as it being the previous client it is indeed not him after lots of researching
 
 
 


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  Post #6 (permalink)   09-12-2014, 03:06 AM
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Quote:
Originally Posted by hostroyal.us View Post
basically i logged in ... clicked the tickets awaiting reply to the top ... i replied then boom lots of merged tickets had popped all up in the ticket not sure what caused it initially ... very strange thing indeed coming from whmcs "deleted tickets had merged themselves" and forward as it being the previous client it is indeed not him after lots of researching
Create a ticket with WHMCS as they should be able to assist you.
 
 
 


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  Post #7 (permalink)   09-15-2014, 12:14 PM
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Right. Check with WHMCS. I've seen them assist with this type of issue in the past.
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  Post #8 (permalink)   09-15-2014, 11:12 PM
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Its possible that you selected a few tickets for removing purpose but by mistake you clicked on "Merged" instead of "Delete" button?

Check whmcs logs (List of all activity related to tickets)
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  Post #9 (permalink)   09-16-2014, 01:44 AM
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it's still happening at this point with every client whom submits a ticket and even when i open a ticket for a client ... all clients are seeing other peoples tickets this is wack and whmcs its been like 10 hours no reply so far ... one client actually saw another client's password today the client wanted to know there password i had pasted it in a ticket and then boom that ticket merged with someone else's ticket
 
 
 


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  Post #10 (permalink)   09-16-2014, 02:04 AM
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WHMCS does have a priority ticket option (I think it still costs $5?), probably would be worth it in this case.

Have you checked your WHMCS logs?
 
 
 


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  Post #11 (permalink)   09-16-2014, 05:38 PM
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If you go to the client's profile and click on the "emails" tab, what does that look like?
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  Post #12 (permalink)   09-16-2014, 06:59 PM
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Quote:
Originally Posted by MarkPoppen View Post
If you go to the client's profile and click on the "emails" tab, what does that look like?

It look's as it should
it show's all emails that rightfully belong there
i don't see emails mixed in the list from other clients or anything like that
 
 
 


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  Post #13 (permalink)   09-21-2014, 03:46 AM
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@hostroyal.us Did you get the problem resolved?

If yes, please let us know what the fix was. Thanks.
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  Post #14 (permalink)   09-21-2014, 06:58 AM
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Quote:
Originally Posted by hostroyal.us View Post
thank goodness for my technical friend he is fixing/checking everything now
hooray for nerds!

but seriously has this happened too anyone else here tickets merging by themselves? its the strangest thing
Hooray indeed.
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