Trouble Tickets

Trouble tickets can be viewed, updated, and replied-to from the [Support] tab. Trouble tickets can be set to any of three priorities (low, medium, high) and are assigned to a specific support department.

Support Departments

Support departments are used to assign trouble tickets to specific departments. Departments may be added, updated, and removed. Admins may only see trouble tickets assigned to a support department that they are a member of.

Creating a Support Department

1. Navigate to [Support] > [Support Departments].
2. Under Create Department, fill in the fields and click [Create Department] to save.

Editing/Deleting a Support Department

1. Navigate to [Support] > [Support Departments].
2. Under Support Departments, click the name of the Support Department you want to edit, and click [Edit Department] to save the edit, or [Delete Department] to remove the department.

Predefined Responses

General ticket responses/phrases can be saved as a predefined response and be selectable when responding to client trouble tickets.

Creating a Predefined Response

1. Navigate to [Support] > [Predefined Responses].
2. Under Add Predefined Response, create a Name for the predefined response and create the Message that it will contain.
3. Click [Add Response] to save this response.

Editing a Predefined Response

1. Navigate to [Support] > [Predefined Responses].
2. Under Predefined Responses, click [Edit] to edit the predefined response.
3. Click [Save Response] to save.

Deleting a Predefined Response

1. Navigate to [Support] > [Predefined Responses].
2. Under Predefined Responses, click [Delete] to delete the predefined response.
3. Click [OK] to save.

Ticket Piping

The ticket piping feature allows trouble tickets to be created when clients send e-mail to a specified e-mail address.

Editing Ticket Pipe Settings

1. Navigate to [Settings] > [Ticket Settings] > [Ticket Pipe Settings].
2. Edit these settings as you wish, and save.

Configuring Trouble Ticket Piping

This will guide you through setting up ticket piping so that clients may send e-mail in order to create and reply to trouble tickets. This setup assumes you are using CPanel.

POP3

1. Navigate to [Support] > [Support Departments] and add or edit a support department.
2. Set E-mail Method to POP3.
3. Enter the email address to check.
4. Enter a Host, Username, Password and Port for the email address to be checked, and then add/save the department.
5. Next, login to your server's control panel to setup a new cron job. This new cron job will be similar to the cron job you setup when you installed Blesta, except instead of the cron line running all, it should run pop3-tickets.
6. Save the new cron job.

Piping

1. Login to CPanel at www.yourdomain.com/cpanel.
2. Navigate to [Forwarders] located in the Mail box.
3. Click [Add Forwarder].
4. Under Address, there is a field called Address to Forward:. Type in the e-mail address (everything before the @ symbol) you wish clients to be able to e-mail trouble tickets to.
5. Under Destination, select Pipe to a Program, and enter the location to the file pipe.php, located in Blesta's root directory, then save by clicking [Add Forwarder].
   • Note that the location to pipe.php needs to include the web root directory, such as public_html/billing/pipe.php, dependent upon the directory you have Blesta installed to.
   • Please also note that you may forward multiple e-mail addresses to the pipe script for each of your support departments found in [Support] > [Support Departments].