...
| Info | ||
|---|---|---|
| ||
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. |
Name
Description
Permissions
Default Priority
Email Handling
The following types are supported for email handling:
- None
- Piping
- POP3
- IMAP
Security
Box Name
Message Handling
Authentication
Port
...
Creating a Department
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. | ||||||||||||||||||||
| 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.
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.
| ||||||||||||||||||||
| 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. | ||||||||||||||||||||
| 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. |
| Anchor | ||||
|---|---|---|---|---|
|
If your department is set up to receive tickets via email piping, your server must be configured to pipe those messages into the support manager.
...