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Description
The Support Manager is a support plugin included with Blesta. It may be installed under [Settings] > [Company] > [Plugins and ], 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 Support Manager requires the MailParse PHP extension in order to parse tickets sent in through email. If tickets will be accepted via email, this PHP extension must be installed. |
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The Markdown syntax is supported for ticket replies. Adding links, making text bold, italic and more can be all be done by using Markdown. See https://github.com/adam-p/markdown-here/wiki/Markdown-Cheatsheet to learn more.
Tickets
Tickets may be created by admins, clients, or emailed in to the system depending on the support department settings. As of version 2.5.0 of the Support Plugin, client contact's may also create and reply to tickets on behalf of the client, and will be included in any email correspondence for tickets they are directly involved in.
Knowledge Base
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/).
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