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Comment: Added note of the new automatic ticket deletion department setting.

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OptionDescription
NameThe department name is shown throughout the interface to reference the department a ticket may be assigned to.
DescriptionThe department description is shown on client-facing pages.
Allow only clients to open or reply to ticketsChecking this option will only allow tickets to be assigned to this department from a known client.
EmailA 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 departmentChecking this option will set the From address in support ticket emails to this department's email.
Default PriorityTickets 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.

OptionDescription
Piping ConfigurationConfiguring 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.

OptionDescription
SecuritySSL, TLS, or no security flags may be configured to determine whether tickets are retrieved securely.
Box NameThis is the name of the folder/inbox on the email account that will contain new tickets for import.
Mark Messages asEmails 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.
HostEnter the hostname to connect to to retrieve email.
UserEnter the username of the email account.
PassEnter the password to the email account.
PortEnter 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.

StatusThe 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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