The Support Manager provides a ticket system where clients and staff can create tickets through email and the web interface. |
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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.
The support plugin ties into the following areas.
Support related email templates can be found under [Settings] > [Company] > [Emails] > Email Templates, in the section labeled "Plugin Templates".
The ticket bounce email template does not support any tags.
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. "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.reply_by} | The system-level type indicating where the ticket reply came from | i.e. "staff", "client", or "email" |
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. "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.reply_by} | The system-level type indicating where the ticket reply came from | i.e. "staff", "client", or "email" |
The ticket received email template allows for the following tags:
Tags | Description | Notes |
---|---|---|
{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.reply_by} | The system-level type indicating where the ticket reply came from | i.e. "staff", "client", or "email" |
The ticket received (mobile) email template allows for the following tags:
Tags | Description | Notes |
---|---|---|
{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.reply_by} | The system-level type indicating where the ticket reply came from | i.e. "staff", "client", or "email" |
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 plugin/support_manager/ticket_pipe/index/1" assuming "1" is the company ID.
In your /etc/aliases file, it might look something like this..
support: "|/usr/bin/php /home/user/public_html/plugins/support_manager/pipe.php plugin/support_manager/ticket_pipe/index/1" |
In some cases, 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 index.php in /etc/smrsh..
cd /etc/smrsh ln -s /usr/bin/php ln -s /home/user/public_html/plugins/support_manager/pipe.php |