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Excerpt

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The Support Manager provides a ticket system where clients and staff can create tickets through email and the web interface.

Table of Contents

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Description

The Support Manager is a support plugin included with Blesta. It may be installed under [Settings] > [Company] > [Plugins], but is not installed by default. It integrates a ticket system and knowledgebase to allow for clients to request support.

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The ticket received email 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


{ticket.id}	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

	v2.3.0
{ticket.has_attachments}	Whether or not any replies to this ticket have any attachments

	v2.3.0
{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"	v1.6.0
{ticket.reply_by}	The system-level type indicating where the ticket reply came from	i.e. "system", "staff", "client", or "email"

Ticket Updated

The ticket updated email template alows for the following tags:

Tags	Description	Notes	Since
{update_ticket_url}	The URL for a client to visit to reply to this ticket


{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

{ticket


{ticket.id}	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

		v2.3.0
{ticket.has_attachments}	Whether or not any replies to this ticket have any attachments

	v2.3.0
{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"	v1.6.0
{ticket.reply_by}	The system-level type indicating where the ticket reply came from	i.e. "system", "staff", "client", or "email"

Staff Ticket Assigned

This email is sent to a staff member when a ticket has been assigned to them. This email template was made available in v2.6.0 of the plugin. The following tags are supported:

Tags	Description	Notes	Since
{ticket.id}	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.last_reply_date}	The UTC datetime stamp of the last ticket reply	Formatted as "YYYY-MM-DD HH:MM:SS"


{ticket.last_reply_staff_id}	The system-level staff ID of the staff member from the last reply	May be empty. Only set when {ticket.last_reply_by} is 'staff'


{ticket.department_name}	The name of the department this ticket belongs to


{ticket.company_id}	The system-level company ID this ticket was created under


{ticket.assigned_staff_first_name}	The first name of the staff member assigned to this ticket


{ticket.assigned_staff_last_name}	The last name of the staff member assigned to this ticket


{ticket.last_reply_by}	The system-level type indicating where the ticket reply came from	i.e. "system", "staff", "client", or "email"


{ticket.last_reply_first_name}	The first name of the user that last replied to the ticket	May be a client or staff user


{ticket.last_reply_last_name}	The last name of the user that last replied to the ticket	May be a client or staff user


{ticket.last_reply_email}	The email address the last reply came from	Only set when {ticket.last_reply_by} is 'email'


{staff.id}	The system-level ID of the staff member this ticket is now assigned to


{staff.first_name}	The first name of the staff member assigned to this ticket


{staff.last_name}	The last name of the staff member assigned to this ticket

Expand

title	Additional Tags

Due to the nature of tag objects containing several fields, many of which are likely irrelevant for use in email templates, but may be useful to you in certain circumstances, an example dump of the {staff} tag object is shown below.

Code Block

language	php
title	The {staff} object
collapse	true

stdClass Object
    (
        [id] => 2
        [user_id] => 3
        [first_name] => First
        [last_name] => Last
        [email] => first.last@domain.com
        [email_mobile] => 
        [status] => active
        [username] => first.last@domain.com
        [two_factor_mode] => none
        [two_factor_key] => 6017d177a590b9cf0c04806e3634566a8f00190f
        [two_factor_pin] => 
        [groups] => Array
            (
                [0] => stdClass Object
                    (
                        [id] => 1
                        [company_id] => 1
                        [name] => Administrators
                    )
            )
        [notices] => Array
            (
                [0] => stdClass Object
                    (
                        [staff_group_id] => 1
                        [staff_id] => 1
                        [action] => payment_ach_approved
                    )
            )
    )

Staff Ticket Updated

The ticket received email 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


{ticket.id}	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


{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

		v2.3.0
{ticket.has_attachments}	Whether or not any replies to this ticket have any attachments

		v2.3.0
{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"	v1.6.0
{ticket.reply_by}	The system-level type indicating where the ticket reply came from	i.e. "system", "staff", "client", or "email"

Staff Ticket Updated (Mobile)

The ticket received (mobile) email 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


{ticket.id}	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

	v2.3.0
{ticket.has_attachments}	Whether or not any replies to this ticket have any attachments

	v2.3.0
{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"	v1.6.0
{ticket.reply_by}	The system-level type indicating where the ticket reply came from	i.e. "system", "staff", "client", or "email"

Departments

Info

title	POP/IMAP Settings

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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A support department may be created under [Support] -> [Departments] -> [Add Department].

Options

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.

Email

A unique department email address should be set for email handling.

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.

Option	Description
Piping Configuration	Configuring piping may vary. See Email Piping for more information.

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.

Option	Description
Security	SSL, TLS, or no security flags may be configured to determine whether tickets are retrieved securely.
Box Name	This is the name of the folder/inbox on the email account that will contain new tickets for import.
Mark Messages as	Emails that are processed need to be marked as Read, or Deleted entirely so that they are not imported again. POP3 will always delete messages, but IMAP may be marked as read to avoid importing the same message as a ticket more than once.
Host	Enter the hostname to connect to to retrieve email.
User	Enter the username of the email account.
Pass	Enter the password to the email account.
Port	Enter the port to connect on to retrieve email. This may vary depending on mail server settings and protocol.

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:

The last person to reply to the ticket was a staff member
The ticket status is not "In Progress", or already closed.

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:

The ticket is in the "Trash" status.

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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Anchor
email-piping
email-piping
Email Piping

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No Format
#!/usr/local/bin/php -q

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On some systems you may need to create a symlink to php and pipe.php in /etc/smrsh..

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The Knowledge Base was added in version 2.6.0, and included in Blesta v3.4.0. It allows for the creation of a directory structure and articles to supplement client support. The public-facing knowledge base pages are viewable from your Blesta installation at "/client/plugin/support_manager/knowledgebase/" (e.g. If Blesta is installed under the "billing" directory on your domain, the URL to the knowledge base would be http://yourdomain.com/billing/client/plugin/support_manager/knowledgebase/).

Problems & Errors

Issue: Blesta shows a number of tickets for the Status, but the tickets are not displayed.

Solution: Tickets that have no replies are not displayed. It should not be possible to create a ticket without any reply. If you imported from another system, or there was an issue that prevented ticket replies from being created, then you may wish to delete tickets that do not have any replies. To do so, backup your database first and then run the following query in its entirety.

Code Block

language	sql

DELETE support_tickets.*
FROM support_tickets
LEFT JOIN (

SELECT `st`.`id`
FROM `support_tickets` `st`
INNER JOIN `support_replies` `sr` ON `sr`.`ticket_id` = `st`.`id`
GROUP BY `st`.`id`
) t ON t.id = support_tickets.id
WHERE t.id IS NULL

Page tree

Versions Compared

Old Version 50

New Version 51

Key

Description

Ticket Updated

Staff Ticket Assigned

Staff Ticket Updated

Staff Ticket Updated (Mobile)

Departments

Options

Anchor
email-piping
email-piping
Email Piping

Problems & Errors

Page tree

Page History

Versions Compared

Old Version 50

New Version 51

Key

Description

Ticket Updated

Staff Ticket Assigned

Staff Ticket Updated

Staff Ticket Updated (Mobile)

Departments

Options

Anchoremail-pipingemail-pipingEmail Piping

Problems & Errors

Anchor
email-piping
email-piping
Email Piping