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The ticket received message template allows for the following tags:
| Tags | Description | Notes | Since |
|---|---|---|---|
| {ticket_hash_code} | A hash code for validating ticket replies | Required to be in the subject line to allow for tickets to be replied to by email | |
| The system-level ticket ID | |||
| {ticket.code} | The ticket number | e.g. "1821914" | |
| {ticket.department_id} | The system-level department ID of the department this ticket belongs to | ||
| {ticket.staff_id} | The system-level staff ID of the staff member assigned to this ticket | May be empty | |
| {ticket.service_id} | The system-level service ID of the service this ticket is in relation to | May be empty | |
| {ticket.client_id} | The system-level client ID of the client this ticket is assigned to | ||
| {ticket.email} | The email address the ticket was emailed in from | Only set when the email address is piped in and unrecognized | |
| {ticket.summary} | A brief ticket summary | ||
| {ticket.priority} | The system-level ticket priority | e.g. "critical", "high", "medium", etc. | |
| {ticket.priority_language} | The language for the translated ticket priority | e.g. "Critical", "High", "Medium", etc. | |
| {ticket.status} | The system-level ticket status | e.g. "open", "awaiting_reply", "closed", etc. | |
| {ticket.status_language} | The language for the translated ticket status | e.g. "Open", "Awaiting Reply", "Closed", etc. | |
| {ticket.date_added} | The UTC datetime stamp of ticket creation | Formatted as "YYYY-MM-DD HH:MM:SS" | |
| {ticket.date_closed} | The UTC datetime stamp the ticket was closed | May be empty. Formatted as "YYYY-MM-DD HH:MM:SS" | |
| {ticket.reply_id} | The system-level reply ID attached to this ticket | ||
| {ticket.reply_staff_id} | The system-level staff ID of the staff member that sent this reply | ||
| {ticket.reply_type} | The system-level type of reply | i.e. "reply", "note", "log". Emails are only sent when the type is "reply" | |
| {ticket.reply_has_attachments} | Whether or not this specific reply has any attachments | ||
| {ticket.has_attachments} | Whether or not any replies to this ticket have any attachments | ||
| {ticket.details} | The ticket reply details in plain text | ||
| {ticket.details_html} | The ticket reply details in HTML | ||
| {ticket.reply_date_added} | The UTC datetime stamp of the reply | Formatted as "YYYY-MM-DD HH:MM:SS" | |
| {ticket.company_id} | The system-level company ID this ticket was created under | ||
| {ticket.department_name} | The name of the department this ticket belongs to | ||
| {ticket.department_email} | The email address of the department this ticket belongs to | ||
| {ticket.override_from_email} | Whether or not the email template's from address has been replaced with the department email | i.e. "1" or "0" | |
| {ticket.reply_by} | The system-level type indicating where the ticket reply came from | i.e. "system", "staff", "client", or "email" | |
| {client.first_name} | The first name of the client that opened this ticket | ||
| {client.last_name} | The last name of the client that opened this ticket | ||
| {reply_contact.first_name} | The first name of the last contact to reply to this ticket | ||
| {reply_contact.last_name} | The last name of the last contact to reply to this ticket |
Departments
| Info | ||
|---|---|---|
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When selecting POP or IMAP for email handling, be sure to select the proper Security option for the port you are using. None, TLS, or SSL may be required depending upon the port number you are connecting to. See http://www.arclab.com/en/amlc/list-of-smtp-and-pop3-servers-mailserver-list.html for a list of common configurations. |
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| Option | Description | ||||||||||||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Name | The department name is shown throughout the interface to reference the department a ticket may be assigned to. | ||||||||||||||||||||
| Description | The department description is shown on client-facing pages. | ||||||||||||||||||||
| Allow only clients to open or reply to tickets | Checking this option will only allow tickets to be assigned to this department from a known client. | ||||||||||||||||||||
| Require Human Verification for unauthenticated users | Only appears when the client only option is unchecked. Checking this option will require human verification for unauthenticated users to create a new ticket. | ||||||||||||||||||||
A unique department email address should be set for email handling.
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| Override the from address set in email templates with the email address set for this department | Checking this option will set the From address in support ticket emails to this department's email. | ||||||||||||||||||||
| Default Priority | Tickets created without a priority set (e.g. from email) will be created using the default priority status. | ||||||||||||||||||||
| Email Handling | Email Handling will allow for additional configuration for automatic ticket retrieval via email through POP/IMAP or piping. Configuring departments for ticket piping will allow tickets to be retrieved and processed into Blesta immediately.
Configuring departments for POP/IMAP ticket retrieval is dependent on the automation task "Download Tickets". Ticket emails will be retrieved at the interval set for that cron task.
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| Automatically Close Tickets | After the selected number of days have passed, any tickets belonging to the department will be automatically closed if the following conditions are met:
Tickets are closed by cron, and are so dependent on the "Close Tickets" automation task. A pre-defined response may be defined, and any tickets that are auto-closed will be updated with the set response. | ||||||||||||||||||||
| Automatically Delete Tickets (v2.14.0) | After the selected number of days have passed, any tickets belonging to the department will be automatically deleted if the following conditions are met:
Tickets are deleted by cron, and are so dependent on the "Delete Trash Tickets" automation task. Tickets can also be deleted manually as noted in the 'Tickets' section of this page. | ||||||||||||||||||||
| Status | The department status may be Hidden or Visible. This indicates whether a client may view and create a ticket in this department from the client interface. Note that tickets may still be created if emailed into this department. |
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