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 | 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" |
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" |
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" |
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" |
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".
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 |