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The Support Manager is a support plugin included with Blesta. It may be installed under [Settings] > [Company] > Plugins and is not installed by default.
Tie-Ins
The support plugin ties into the following areas.
- Staff Area
- New "Support" primary navigation tab.
- Client Profile page, new "Actions" box link "Open Ticket".
- Client Profile page, new "Tickets" widget.
- Company Settings, Automation, new "Download Tickets" task.
- New option "Ticket Search" in primary search box.
- Client Area
- New "Support" navigation link.
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 | Since |
|---|---|---|---|
| {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. "1821914" | |
| {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.override_from_email} | Whether or not the email template's from address has been replaced with the department email | i.e. "1" or "0" | v3.1.0 |
| {ticket.reply_by} | The system-level type indicating where the ticket reply came from | i.e. "staff", "client", or "email" |
Ticket Updated
The ticket updated email template alows for the following tags:
| Tags | Description | Notes | Since |
|---|---|---|---|
| {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. "1821914" | |
| {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.override_from_email} | Whether or not the email template's from address has been replaced with the department email | i.e. "1" or "0" | v3.1.0 |
| {ticket.reply_by} | The system-level type indicating where the ticket reply came from | i.e. "staff", "client", or "email" |
Staff Ticket Updated
The ticket received email template allows for the following tags:
| Tags | Description | Notes | Since |
|---|---|---|---|
| {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. "1821914" | |
| {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.override_from_email} | Whether or not the email template's from address has been replaced with the department email | i.e. "1" or "0" | v3.1.0 |
| {ticket.reply_by} | The system-level type indicating where the ticket reply came from | i.e. "staff", "client", or "email" |
Staff Ticket Updated (Mobile)
The ticket received (mobile) email template allows for the following tags:
| Tags | Description | Notes | Since |
|---|---|---|---|
| {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. "1821914" | |
| {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.override_from_email} | Whether or not the email template's from address has been replaced with the department email | i.e. "1" or "0" | v3.1.0 |
| {ticket.reply_by} | The system-level type indicating where the ticket reply came from | i.e. "staff", "client", or "email" |
Email Piping
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.
Email should be piped to "/plugins/support_manager/pipe.php".
Addon Companies
If you have any addon companies, you will need to copy pipe.php, and edit the $company_id variable in the top of the file to reference the proper company ID that email should be piped to. The primary company is 1, a second company would be 2, etc. Go to [Settings] > [System Settings] > Companies, and you can determine the company ID by the "Edit" link. A link with a URL of "/admin/settings/system/companies/edit/2/" has a company ID of 2.
In your /etc/aliases file, it might look something like this..
support: "|/usr/bin/php /home/user/public_html/plugins/support_manager/pipe.php"
If you experience any trouble with that, you can alternatively pipe mail to "index.php plugin/support_manager/ticket_pipe/index/1" assuming "1" in the company ID.
support: "|/usr/bin/php /home/user/public_html/index.php plugin/support_manager/ticket_pipe/index/1"
In some cases, when piping using the 1st method above, it may be necessary to update the hashbang for the path to php in the pipe script located at "/plugins/support_manager/pipe.php".
The first line of the file should begin with the hashbang, for example:
#!/usr/bin/php -q
#!/usr/local/bin/php -q
On some systems you may need to create a symlink to php and pipe.php in /etc/smrsh..
cd /etc/smrsh ln -s /usr/bin/php ln -s /home/user/public_html/plugins/support_manager/pipe.php