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Description
The Support Manager is a support plugin included with Blesta. It may be installed under [Settings] > [Company] > [Plugins], but is not installed by default. It integrates a ticket system and knowledgebase to allow for clients to request support.
MailParse
The Support Manager requires the MailParse and Iconv PHP extensions in order to parse tickets sent in through email. If tickets will be accepted via email, these PHP extensions must be installed. MailParse can typically be installed via root SSH access by running "pecl install mailparse". If using cPanel/WHM, PECL extensions can be installed through WHM, see https://documentation.cpanel.net/display/ALD/PHP+PECL
Tie-Ins*
Widgets | Nav Links | Client Cards | Automation Tasks | Email Templates | ACL Permissions | Search | Events | Service Management | Messengers |
---|---|---|---|---|---|---|---|---|---|
YES | YES | YES | YES | YES | YES | YES | NONE | NONE | YES |
* Plugins are powerful and are not limited to the tie-ins listed above, these are just some of the most common
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 |
---|---|---|---|
{update_ticket_url} | The URL for a client to visit to reply to this ticket | v2.21.0 | |
{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.reply_has_attachments} | Whether or not this specific reply has any attachments | v2.3.0 | |
{ticket.has_attachments} | Whether or not any replies to this ticket have any attachments | v2.3.0 | |
{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" | v1.6.0 |
{ticket.reply_by} | The system-level type indicating where the ticket reply came from | i.e. "system", "staff", "client", or "email" | |
{client.first_name} | The first name of the client that opened this ticket | v2.20.0 | |
{client.last_name} | The last name of the client that opened this ticket | v2.20.0 | |
{reply_contact.first_name} | The first name of the last contact to reply to this ticket | v2.20.0 | |
{reply_contact.last_name} | The last name of the last contact to reply to this ticket | v2.20.0 |
Ticket Updated
The ticket updated email template allows 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.reply_has_attachments} | Whether or not this specific reply has any attachments | v2.3.0 | |
{ticket.has_attachments} | Whether or not any replies to this ticket have any attachments | v2.3.0 | |
{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" | v1.6.0 |
{ticket.reply_by} | The system-level type indicating where the ticket reply came from | i.e. "system", "staff", "client", or "email" | |
{client.first_name} | The first name of the client that opened this ticket | v2.20.0 | |
{client.last_name} | The last name of the client that opened this ticket | v2.20.0 |
Staff Ticket Assigned
This email is sent to a staff member when a ticket has been assigned to them. This email template was made available in v2.6.0 of the plugin. The following tags are supported:
Tags | Description | Notes | Since |
---|---|---|---|
{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.last_reply_date} | The UTC datetime stamp of the last ticket reply | Formatted as "YYYY-MM-DD HH:MM:SS" | |
{ticket.last_reply_staff_id} | The system-level staff ID of the staff member from the last reply | May be empty. Only set when {ticket.last_reply_by} is 'staff' | |
{ticket.department_name} | The name of the department this ticket belongs to | ||
{ticket.company_id} | The system-level company ID this ticket was created under | ||
{ticket.assigned_staff_first_name} | The first name of the staff member assigned to this ticket | ||
{ticket.assigned_staff_last_name} | The last name of the staff member assigned to this ticket | ||
{ticket.last_reply_by} | The system-level type indicating where the ticket reply came from | i.e. "system", "staff", "client", or "email" | |
{ticket.last_reply_first_name} | The first name of the user that last replied to the ticket | May be a client or staff user | |
{ticket.last_reply_last_name} | The last name of the user that last replied to the ticket | May be a client or staff user | |
{ticket.last_reply_email} | The email address the last reply came from | Only set when {ticket.last_reply_by} is 'email' | |
{staff.id} | The system-level ID of the staff member this ticket is now assigned to | ||
{staff.first_name} | The first name of the staff member assigned to this ticket | ||
{staff.last_name} | The last name of the staff member assigned to this ticket |
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.reply_has_attachments} | Whether or not this specific reply has any attachments | v2.3.0 | |
{ticket.has_attachments} | Whether or not any replies to this ticket have any attachments | v2.3.0 | |
{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" | v1.6.0 |
{ticket.reply_by} | The system-level type indicating where the ticket reply came from | i.e. "system", "staff", "client", or "email" | |
{client.first_name} | The first name of the client that opened this ticket | v2.20.0 | |
{client.last_name} | The last name of the client that opened this ticket | v2.20.0 | |
{reply_contact.first_name} | The first name of the last contact to reply to this ticket | v2.20.0 | |
{reply_contact.last_name} | The last name of the last contact to reply to this ticket | v2.20.0 |
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.reply_has_attachments} | Whether or not this specific reply has any attachments | v2.3.0 | |
{ticket.has_attachments} | Whether or not any replies to this ticket have any attachments | v2.3.0 | |
{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" | v1.6.0 |
{ticket.reply_by} | The system-level type indicating where the ticket reply came from | i.e. "system", "staff", "client", or "email" | |
{client.first_name} | The first name of the client that opened this ticket | v2.20.0 | |
{client.last_name} | The last name of the client that opened this ticket | v2.20.0 | |
{reply_contact.first_name} | The first name of the last contact to reply to this ticket | v2.20.0 | |
{reply_contact.last_name} | The last name of the last contact to reply to this ticket | v2.20.0 |
Support Messages
Support related message templates can be found under [Settings] > [Company] > [Messengers] > Message Templates, in the section labeled "Plugin Templates".
Staff Ticket Updated
The ticket received message 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 | |
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.reply_has_attachments} | Whether or not this specific reply has any attachments | ||
{ticket.has_attachments} | Whether or not any replies to this ticket have any attachments | ||
{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" | |
{ticket.reply_by} | The system-level type indicating where the ticket reply came from | i.e. "system", "staff", "client", or "email" | |
{client.first_name} | The first name of the client that opened this ticket | ||
{client.last_name} | The last name of the client that opened this ticket | ||
{reply_contact.first_name} | The first name of the last contact to reply to this ticket | ||
{reply_contact.last_name} | The last name of the last contact to reply to this ticket |
Departments
POP/IMAP Settings
When selecting POP or IMAP for email handling, be sure to select the proper Security option for the port you are using. None, TLS, or SSL may be required depending upon the port number you are connecting to. See http://www.arclab.com/en/amlc/list-of-smtp-and-pop3-servers-mailserver-list.html for a list of common configurations.
Creating a Department
Importing Email
When importing email via piping or POP/IMAP, choose your department email address carefully. The address should not be used with PayPal or any other third-party service, which could be considered a security risk.
A support department may be created under [Support] -> [Departments] -> [Add Department].
Options
Option | Description | ||||||||||||||||||||
---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
Name | The department name is shown throughout the interface to reference the department a ticket may be assigned to. | ||||||||||||||||||||
Description | The department description is shown on client-facing pages. | ||||||||||||||||||||
Allow only clients to open or reply to tickets | Checking this option will only allow tickets to be assigned to this department from a known client. | ||||||||||||||||||||
Require Human Verification for unauthenticated users | Only appears when the client only option is unchecked. Checking this option will require human verification for unauthenticated users to create a new ticket. | ||||||||||||||||||||
A unique department email address should be set for email handling. If you are importing email via POP/IMAP/Piping the email address of your department MUST match the email address you are checking. If you are forwarding mail from support@domain.com to support@sub.domain.com then the address for your department must be support@sub.domain.com | |||||||||||||||||||||
Override the from address set in email templates with the email address set for this department | Checking this option will set the From address in support ticket emails to this department's email. | ||||||||||||||||||||
Default Priority | Tickets created without a priority set (e.g. from email) will be created using the default priority status. | ||||||||||||||||||||
Email Handling | Email Handling will allow for additional configuration for automatic ticket retrieval via email through POP/IMAP or piping. Configuring departments for ticket piping will allow tickets to be retrieved and processed into Blesta immediately.
Configuring departments for POP/IMAP ticket retrieval is dependent on the automation task "Download Tickets". Ticket emails will be retrieved at the interval set for that cron task.
| ||||||||||||||||||||
Automatically Close Tickets | After the selected number of days have passed, any tickets belonging to the department will be automatically closed if the following conditions are met:
Tickets are closed by cron, and are so dependent on the "Close Tickets" automation task. A pre-defined response may be defined, and any tickets that are auto-closed will be updated with the set response. | ||||||||||||||||||||
Automatically Delete Tickets (v2.14.0) | After the selected number of days have passed, any tickets belonging to the department will be automatically deleted if the following conditions are met:
Tickets are deleted by cron, and are so dependent on the "Delete Trash Tickets" automation task. Tickets can also be deleted manually as noted in the 'Tickets' section of this page. | ||||||||||||||||||||
Status | The department status may be Hidden or Visible. This indicates whether a client may view and create a ticket in this department from the client interface. Note that tickets may still be created if emailed into this department. |
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 to something like pipe2.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"
Hashbang
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
Testing Piping
If you are having trouble with piping, it may be useful to try piping a sample email manually via SSH. This will bypass your mail server and help determine where the issue exists.
Step 1: Enable Error Reporting and Debugging
To enable error reporting, edit /config/blesta.php and change Configure::errorReporting(0); to Configure::errorReporting(-1); You may also wish to enable System Debug (Version 4.0+). To do so, change Configure::set("System.debug", false); to Configure::set("System.debug", true);
Disable System.debug
When you're done, be sure to disable System.debug. If left enabled, it may cause licensing issues.
You should change these settings back when you are done.
Step 2: Create a Sample Text Email
Copy the following content into a text file called email.txt, changing all instances of support@domain.com to your department email. You may also need to update the from address customer@domain.com to a valid customer email if your department only allows customers to create tickets. Then upload to your web server at ~/plugins/support_manager/
From - Thu Jun 1 10:15:17 2017 Return-Path: <customer@domain.com> Delivered-To: support@domain.com Received: from localhost (localhost.localdomain [127.0.0.1]) by mail.blesta.com (iRedMail) with ESMTP id 2E05935C4CC for <support@domain.com>; Thu, 1 Jun 2017 13:14:48 -0400 (EDT) To: Support Department <support@domain.com> From: Test Testerson <customer@domain.com> Subject: Test Ticket Subject Message-ID: <59304B86.2080303@domain.com> X-ASG-Orig-Subj: Test Ticket Subject Date: Thu, 1 Jun 2017 10:14:46 -0700 User-Agent: Mozilla/5.0 (X11; Linux x86_64; rv:38.0) Gecko/20100101 Thunderbird/38.8.0 MIME-Version: 1.0 Content-Type: text/plain; charset=utf-8 Content-Transfer-Encoding: 7bit Test ticket body. Please disregard.
Step 3: Direct the Output of the Text File to Blesta
Via SSH, change directories to ~/plugins/support_manager/ i.e cd /path/to/plugins/support_manager/
Run the following command:
./pipe.php < email.txt
Did that work? Did you get any errors?
Possible Errors & Solutions:
- ERROR: "Use of undefined constant STDIN - assumed 'STDIN' on line 34 in ~/plugins/support_manager/controllers/ticket_pipe.php" SOLUTION: Edit ~/plugins/support_manager/pipe.php and add the following on its own line after $company_id = 1;: define('STDIN', fopen('php://stdin', 'r'));
- ERROR: "Uncaught Error, code 0 in ~/vendors/minphp/bridge/src/Components/Session.php on line 75 Message: Call to a member function save() on null" SOLUTION: Edit ~/plugins/support_manager/pipe.php and make sure there is only a single line between your hashbang and the <?php tag. <?php should begin on line 2 and you should not have made any other modifications to the file.
Formatting, Styling, and Adding Links to Replies
The Markdown syntax is supported for ticket replies. Adding links, making text bold, italic and more can be all be done by using Markdown. See https://github.com/adam-p/markdown-here/wiki/Markdown-Cheatsheet to learn more.
Tickets
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/).
Messengers
To enable messengers for the Support System, you need to go to Support > Staff. Simply tick the boxes that you would like to get a notification when a ticket has been created.
Problems & Errors
Issue: Blesta shows a number of tickets for the Status, but the tickets are not displayed.
Solution: Tickets that have no replies are not displayed. It should not be possible to create a ticket without any reply. If you imported from another system, or there was an issue that prevented ticket replies from being created, then you may wish to delete tickets that do not have any replies. To do so, backup your database first and then run the following query in its entirety.
DELETE support_tickets.* FROM support_tickets LEFT JOIN ( SELECT `st`.`id` FROM `support_tickets` `st` INNER JOIN `support_replies` `sr` ON `sr`.`ticket_id` = `st`.`id` GROUP BY `st`.`id` ) t ON t.id = support_tickets.id WHERE t.id IS NULL
Issue: When using POP/IMAP, all emails are imported as tickets including those with a different TO address.
Solution: Departments assume that all emails in a POP/IMAP inbox are intended for the department. If you are using a single mailbox for multiple email addresses and want Blesta to import only emails addressed to the department email, you can make a code modification. In ~/plugins/support_manager/models/ticket_manager.php around line 287 change:
// Handle creating a new ticket $department_found = false;
To:
// Handle creating a new ticket $department_found = false; $department = null;
Note that this change will need to be made again if upgrading.
Issue: When I update the date and date time formats under Settings > Company > Localization, they do not take affect in the Support Manager. I see the original date time format in support replies.
Solution: The Support Manager has its own config file under /plugins/support_manager/config/support_manager.php that sets the date and date time formats independently. To resolve, edit this file and look for the following variables, and change the formats as desired.
Configure::set('SupportManager.time_format', 'H:i:s'); Configure::set('SupportManager.reply_date_format', 'M j Y g:i A');