Clients and admins can open tickets by logging into Blesta. The ticket system supports multiple departments, priority levels, file attachments, and more. Pre-defined responses allow admins to quickly respond to common issues by selecting preset responses.
Tickets can also be closed automatically if a client fails to respond. In this case, a pre-defined response can be sent to the customer during ticket closure.
Besides the web interface, tickets can also be opened by email. Ticket piping allows clients and optionally non-clients to open tickets by email. Attachments are fully supported, and email can be scanned for spam prior to ticket creation.
Tickets by email is a convenient way for clients to open and update tickets.
Quoted replies to tickets are displayed differently in Blesta too, making it easy to see the clients response by masking the history behind a clickable link.