Support Manager

Table of Contents

The Support Manager is a support plugin included with Blesta. It may be installed under [Settings] > [Company] > Plugins and is not installed by default.

Support Emails

Support related email templates can be found under [Settings] > [Company] > [Emails] > Email Templates, in the section labeled "Plugin Templates".

Ticket Bounce

The ticket bounce email template does not support any tags.

Ticket Received

The ticket received email template allows for the following tags:

Tags	Description	Notes
{ticket.id}	The system-level ticket ID
{ticket.code}	The ticket number	e.g. "182191"
{ticket.department_id}	The system-level department ID of the department this ticket belongs to
{ticket.staff_id}	The system-level staff ID of the staff member assigned to this ticket	May be empty
{ticket.service_id}	The system-level service ID of the service this ticket is in relation to	May be empty
{ticket.client_id}	The system-level client ID of the client this ticket is assigned to
{ticket.email}	The email address the ticket was emailed in from	Only set when the email address is piped in and unrecognized
{ticket.summary}	A brief ticket summary
{ticket.priority}	The system-level ticket priority	e.g. "critical", "high", "medium", etc.
{ticket.priority_language}	The language for the translated ticket priority	e.g. "Critical", "High", "Medium", etc.
{ticket.status}	The system-level ticket status	e.g. "open", "awaiting_reply", "closed", etc.
{ticket.status_language}	The language for the translated ticket status	e.g. "Open", "Awaiting Reply", "Closed", etc.
{ticket.date_added}	The UTC datetime stamp of ticket creation	Formatted as "YYYY-MM-DD HH:MM:SS"
{ticket.date_closed}	The UTC datetime stamp the ticket was closed	May be empty. Formatted as "YYYY-MM-DD HH:MM:SS"
{ticket.reply_id}	The system-level reply ID attached to this ticket
{ticket.reply_staff_id}	The system-level staff ID of the staff member that sent this reply
{ticket.reply_type}	The system-level type of reply	i.e. "reply", "note", "log". Emails are only sent when the type is "reply"
{ticket.details}	The ticket reply details in plain text
{ticket.details_html}	The ticket reply details in HTML
{ticket.reply_date_added}	The UTC datetime stamp of the reply	Formatted as "YYYY-MM-DD HH:MM:SS"
{ticket.company_id}	The system-level company ID this ticket was created under
{ticket.department_name}	The name of the department this ticket belongs to
{ticket.department_email}	The email address of the department this ticket belongs to
{ticket.reply_by}	The system-level type indicating where the ticket came from	i.e. "staff", "client", or "email"

Ticket Updated

The ticket updated email template alows for the following tags:

Tags	Description	Notes
{update_ticket_url}	The URL for a client to visit to reply to this ticket
{ticket_hash_code}	A hash code for validating ticket replies	Required to be in the subject line to allow for tickets to be replied to by email
{ticket.id}	The system-level ticket ID
{ticket.code}	The ticket number	e.g. "182191"
{ticket.department_id}	The system-level department ID of the department this ticket belongs to
{ticket.staff_id}	The system-level staff ID of the staff member assigned to this ticket	May be empty
{ticket.service_id}	The system-level service ID of the service this ticket is in relation to	May be empty
{ticket.client_id}	The system-level client ID of the client this ticket is assigned to
{ticket.email}	The email address the ticket was emailed in from	Only set when the email address is piped in and unrecognized
{ticket.summary}	A brief ticket summary
{ticket.priority}	The system-level ticket priority	e.g. "critical", "high", "medium", etc.
{ticket.priority_language}	The language for the translated ticket priority	e.g. "Critical", "High", "Medium", etc.
{ticket.status}	The system-level ticket status	e.g. "open", "awaiting_reply", "closed", etc.
{ticket.status_language}	The language for the translated ticket status	e.g. "Open", "Awaiting Reply", "Closed", etc.
{ticket.date_added}	The UTC datetime stamp of ticket creation	Formatted as "YYYY-MM-DD HH:MM:SS"
{ticket.date_closed}	The UTC datetime stamp the ticket was closed	May be empty. Formatted as "YYYY-MM-DD HH:MM:SS"
{ticket.reply_id}	The system-level reply ID attached to this ticket
{ticket.reply_staff_id}	The system-level staff ID of the staff member that sent this reply
{ticket.reply_type}	The system-level type of reply	i.e. "reply", "note", "log". Emails are only sent when the type is "reply"
{ticket.details}	The ticket reply details in plain text
{ticket.details_html}	The ticket reply details in HTML
{ticket.reply_date_added}	The UTC datetime stamp of the reply	Formatted as "YYYY-MM-DD HH:MM:SS"
{ticket.company_id}	The system-level company ID this ticket was created under
{ticket.department_name}	The name of the department this ticket belongs to
{ticket.department_email}	The email address of the department this ticket belongs to
{ticket.reply_by}	The system-level type indicating where the ticket came from	i.e. "staff", "client", or "email"

Staff Ticket Updated