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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. As of version 2.14.0 tickets can be deleted. This can be done by changing a ticket to the 'Trash' status, selecting it in the ticket list for that status, and using the delete option in the action window that appears.
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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