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| Note |
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The Support Manager requires the MailParse and Iconv PHP extensions in order to parse tickets sent in through email. If tickets will be accepted via email, these PHP extensions must be installed. MailParse can typically be installed via root SSH access by running "pecl install mailparse". If using cPanel/WHM, PECL extensions can be installed through WHM, see https://documentation.cpanel.net/display/ALD/PHP+PECL |
Tie-Ins*
| Widgets | Nav Links | Client Cards | Automation Tasks | Email Templates | ACL Permissions | Search | Events | Service Management | Messengers |
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| | | | | | | | | |
* Plugins are powerful and are not limited to the tie-ins listed above, these are just some of the most common
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| Option | Description |
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| 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. |
| Email | A unique department email address should be set for email handling. | Info |
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If you are importing email via POP/IMAP/Piping the email address of your department MUST match the email address you are checking. If you are forwarding mail from support@domain.com to support@sub.domain.com then the address for your department must be support@sub.domain.com |
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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. | Option | Description |
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| 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 |
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| 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. |
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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: - 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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| Code Block |
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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 |
Issue: When using POP/IMAP, all emails are imported as tickets including those with a different TO address.
Solution: Departments assume that all emails in a POP/IMAP inbox are intended for the department. If you are using a single mailbox for multiple email addresses and want Blesta to import only emails addressed to the department email, you can make a code modification. In ~/plugins/support_manager/models/ticket_manager.php around line 287 change:
| Code Block |
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// Handle creating a new ticket
$department_found = false; |
To:
| Code Block |
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// Handle creating a new ticket
$department_found = false;
$department = null; |
Note that this change will need to be made again if upgrading.