As it currently stands WHD checks email addresses in order to determine the client. If it finds more than one person with that email address it rejects the email request, EVEN IF that second email address belongs to an INACTIVE client. The only solution I know of is to find these duplicate email addresses with an Advanced client search, DELETE the inactive client, and then ask the client to resubmit their request.
This is not acceptable customer service in our shop. It requires explaining to the client the workings of WHD, something they really do not care about. Apologizing to them, and then having them duplicate their work.
I really need to have WHD ignore the INACTIVE clients when looking for a client for a ticket. I agree that this may cause a problem with an Inactive client legitimately sending in a request and WHD creating a new duplicate client record. However I would find this much more acceptable to my clients and my staff.
Please consider this a very important request, close to bug fix, IMHO.
And also tie this to my request for an easier way to find these duplicate accounts and combine them into one account. Right now that is a real pain to do!!
