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Hi All, I am proud to announce that first release of Blesta-Cerb plugin. What is it? This plugin enables Cerb integration with the Blesta clients to create, update, reply, attach files and close tickets in the native Blesta client interface. This plugin replaces the built-in Support Manager with Cerb. Why do I want it? What is it good for?: If you receive high volume of emails or helpdesk tickets then replacing Blesta’s helpdesk for Cerb’s would increase productivity and reduce time spent answering emails. What is it not good for?: If the Blesta built-in helpdesk and support system meets your needs then switching to Cerb might add additional complexity. However Cerb’s features are unmatched in the industry. What is it not yet good for?: Cerb offers knowledge base articles that can be viewed by staff and published on its own support center portals. This functionality is not yet integrated into the blesta-cerb plugin. Common use cases for Blesta-Cerb Plugin: If you find that you need to do any of the following then Blesta-Cerb would be a good fit. Email and Helpdesk services are out source Notify workers and staff of new emails and events You offer out source services and need a central place for all support requests Need the ability to automate email and support workflows such as password reset, IP unblocks, etc. Collect Net Promoter Score (NPS), Customer Satisfaction (CSAT) or Customer Effort Score (CES) scores … and so much more with their bots … Cost: This plugin is 100% open source under the MIT license and is offered at no cost to you. Paid support is available for those who need it. Otherwise support is offered as best effort on the BitBucket issue page. Screenshot Tour: Visit: https://docs.solidnet.software/blesta-cerb/tour/ How do I use this plugin? Visit our online documentation: https://docs.solidnet.software/blesta-cerb/getting-started/

Hello, I have narrowed down that a large number of errors in the blesta logs (logs_blesta) folder is being caused by the Support Manager plugin when browsing the Knowledgebase (KB) and using Support Tickets under PHP 7.4. There are no visible problems with the functioning of the KB or Support Tickets, however, if you have robots trawling your KB, or use your Support Desk a lot, you get a lot of errors appearing in your logs. So I have been trying to find out where the errors in the logs are coming from and enabling error reporting once I have narrowed it down, so that I can tell you the exact pages. I am running Blesta v5.1.2. It is important to note that these errors appear in the general-error and general-notice logs and they only appear under PHP 7.4 and they do not appear under PHP 7.2. To eliminate it being an issue with my existing install, I installed a fresh install of Blesta v5.1.2 and re-created the problem. Focusing on the KB for now; I have attached a video showing where the errors occur (please be patient, as I was a bit slow with the mouse cursor!). With error reporting enabled, you can see from my video that the errors are logged as you browse the KB (URL: /client/plugin/support_manager/knowledgebase/) and the articles (eg. URL: /plugin/support_manager/knowledgebase/view/1/this-is-a-test-kb-article-no-1/1/). The errors are as follows: From general-error log (these only appear with error reporting enabled): [2021-07-16T20:45:36.016244+00:00] general.ERROR: UnknownException: Trying to access array offset on value of type null in /home/username/public_html/dev/blesta/vendors/blesta/parsedown/Parsedown.php:252 Stack trace: #0 /home/username/public_html/dev/blesta/vendors/monolog/monolog/src/Monolog/ErrorHandler.php(232): UnknownException::setErrorHandler(8, 'Trying to acces...', '/home/username/...', 252, Array) #1 /home/username/public_html/dev/blesta/vendors/blesta/parsedown/Parsedown.php(252): Monolog\ErrorHandler->handleError(8, 'Trying to acces...', '/home/username/...', 252, Array) #2 /home/username/public_html/dev/blesta/vendors/blesta/parsedown/Parsedown.php(52): Parsedown->lines(Array) #3 /home/username/public_html/dev/blesta/helpers/text_parser/text_parser.php(52): Parsedown->text('This is a Test ...') #4 /home/username/public_html/dev/blesta/plugins/support_manager/views/default/knowledgebase.pdt(42): TextParser->encode('markdown', 'This is a Test ...') #5 /home/username/public_html/dev/blesta/vendors/minphp/bridge/src/Lib/View.php(163): include('/home/username/...') #6 /home/username/public_html/dev/blesta/vendors/minphp/bridge/src/Lib/Controller.php(321): View->fetch('/home/username/...', NULL) #7 /home/username/public_html/dev/blesta/vendors/minphp/bridge/src/Lib/Dispatcher.php(173): Controller->render() #8 /home/username/public_html/dev/blesta/index.php(21): Dispatcher::dispatch('/dev/blesta/use...') #9 {main} [2021-07-16T20:45:52.826547+00:00] general.ERROR: UnknownException: Trying to access array offset on value of type null in /home/username/public_html/dev/blesta/vendors/blesta/parsedown/Parsedown.php:252 Stack trace: #0 /home/username/public_html/dev/blesta/vendors/monolog/monolog/src/Monolog/ErrorHandler.php(232): UnknownException::setErrorHandler(8, 'Trying to acces...', '/home/username/...', 252, Array) #1 /home/username/public_html/dev/blesta/vendors/blesta/parsedown/Parsedown.php(252): Monolog\ErrorHandler->handleError(8, 'Trying to acces...', '/home/username/...', 252, Array) #2 /home/username/public_html/dev/blesta/vendors/blesta/parsedown/Parsedown.php(52): Parsedown->lines(Array) #3 /home/username/public_html/dev/blesta/plugins/support_manager/views/default/knowledgebase_view.pdt(15): Parsedown->text('Here I am writi...') #4 /home/username/public_html/dev/blesta/vendors/minphp/bridge/src/Lib/View.php(163): include('/home/username/...') #5 /home/username/public_html/dev/blesta/vendors/minphp/bridge/src/Lib/Controller.php(321): View->fetch('/home/username/...', NULL) #6 /home/username/public_html/dev/blesta/vendors/minphp/bridge/src/Lib/Dispatcher.php(173): Controller->render() #7 /home/username/public_html/dev/blesta/index.php(21): Dispatcher::dispatch('/dev/blesta/plu...') #8 {main} From general-notice log (these appear all of the time with error reporting disabled): [2021-07-16T20:41:34.532923+00:00] general.NOTICE: E_NOTICE: Trying to access array offset on value of type null {"code":8,"message":"Trying to access array offset on value of type null","file":"/home/username/public_html/dev/blesta/vendors/blesta/parsedown/Parsedown.php","line":252} [2021-07-16T20:41:34.533888+00:00] general.NOTICE: E_NOTICE: Trying to access array offset on value of type null {"code":8,"message":"Trying to access array offset on value of type null","file":"/home/username/public_html/dev/blesta/vendors/blesta/parsedown/Parsedown.php","line":258} [2021-07-16T20:42:34.438278+00:00] general.NOTICE: E_NOTICE: Trying to access array offset on value of type null {"code":8,"message":"Trying to access array offset on value of type null","file":"/home/username/public_html/dev/blesta/vendors/blesta/parsedown/Parsedown.php","line":252} I then identified that these errors are also appearing for Support Tickets: So the same errors above from the general-notice log that appear for the KB, also appear when you view a support ticket (URL: /admin/plugin/support_manager/admin_tickets/reply/1/) and then the errors will re-appear multiple times every minute when you leave the support ticket open in the web browser (ie. just viewing the ticket and not doing anything on it) with error reporting disabled. This is the same as DannyXYZ is reporting here. Secondly, this time with error reporting enabled, when you open a ticket or update the ticket with a reply from the Staff Portal (URLs: /admin/plugin/support_manager/admin_tickets/add/ or /admin/plugin/support_manager/admin_tickets/reply/1/), you again also receive an error very similar to the KB from the general-error log - screenshot attached: [2021-07-30T22:00:13.139661+00:00] general.ERROR: UnknownException: Trying to access array offset on value of type null in /home/username/public_html/dev/blesta/vendors/blesta/parsedown/Parsedown.php:252 Stack trace: #0 /home/username/public_html/dev/blesta/vendors/monolog/monolog/src/Monolog/ErrorHandler.php(232): UnknownException::setErrorHandler(8, 'Trying to acces...', '/home/username/...', 252, Array) #1 /home/username/public_html/dev/blesta/vendors/blesta/parsedown/Parsedown.php(252): Monolog\ErrorHandler->handleError(8, 'Trying to acces...', '/home/username/...', 252, Array) #2 /home/username/public_html/dev/blesta/vendors/blesta/parsedown/Parsedown.php(52): Parsedown->lines(Array) #3 /home/username/public_html/dev/blesta/helpers/text_parser/text_parser.php(52): Parsedown->text('This is reply N...') #4 /home/username/public_html/dev/blesta/plugins/support_manager/models/support_manager_tickets.php(1911): TextParser->encode('markdown', 'This is reply N...') #5 /home/username/public_html/dev/blesta/plugins/support_manager/controllers/admin_tickets.php(401): SupportManagerTickets->sendEmail('1', Array) #6 /home/username/public_html/dev/blesta/vendors/minphp/bridge/src/Lib/Dispatcher.php(142): AdminTickets->add() #7 /home/username/public_html/dev/blesta/index.php(21): Dispatcher::dispatch('/dev/blesta/adm...') #8 {main} [2021-07-30T22:05:31.180411+00:00] general.ERROR: UnknownException: Trying to access array offset on value of type null in /home/username/public_html/dev/blesta/vendors/blesta/parsedown/Parsedown.php:252 Stack trace: #0 /home/username/public_html/dev/blesta/vendors/monolog/monolog/src/Monolog/ErrorHandler.php(232): UnknownException::setErrorHandler(8, 'Trying to acces...', '/home/username/...', 252, Array) #1 /home/username/public_html/dev/blesta/vendors/blesta/parsedown/Parsedown.php(252): Monolog\ErrorHandler->handleError(8, 'Trying to acces...', '/home/username/...', 252, Array) #2 /home/username/public_html/dev/blesta/vendors/blesta/parsedown/Parsedown.php(52): Parsedown->lines(Array) #3 /home/username/public_html/dev/blesta/helpers/text_parser/text_parser.php(52): Parsedown->text('This is reply N...') #4 /home/username/public_html/dev/blesta/plugins/support_manager/views/default/admin_tickets_replies.pdt(90): TextParser->encode('markdown', 'This is reply N...') #5 /home/username/public_html/dev/blesta/vendors/minphp/bridge/src/Lib/View.php(163): include('/home/username/...') #6 /home/username/public_html/dev/blesta/vendors/minphp/bridge/src/Lib/Controller.php(222): View->fetch('/home/username/...', NULL) #7 /home/username/public_html/dev/blesta/plugins/support_manager/controllers/admin_tickets.php(580): Controller->partial('admin_tickets_r...', Array) #8 /home/username/public_html/dev/blesta/vendors/minphp/bridge/src/Lib/Dispatcher.php(142): AdminTickets->reply() #9 /home/username/public_html/dev/blesta/index.php(21): Dispatcher::dispatch('/dev/blesta/adm...') #10 {main} I have taken the above errors from the logs of the fresh development install that I made purely to test these bugs. However, I have correlated that the errors match exactly with my production install. I have attached the development install's log files to this topic. The log files dated for the 16th July cover the KB errors and the log files dated for the 30th July cover the Support Ticket errors. Blesta v5.1.2, Support Manager plugin version 2.27.2. Cloudlinux, PHP 7.4, MariaDB 10.3.30. Thank you very much indeed. 2021-07-16_21h45_16.mp4 general-error-2021-07-16.log general-notice-2021-07-16.log general-error-2021-07-30.log general-notice-2021-07-30.log

Hello. With Support Manager enabled, is it possible to setup a per agent signature which is added automatically when an agent replies? If yes, then how do I do that? Thank you.

Hello. Support Manager is setting a reply-to header. At least in my case that brings issues. The thing is I want my customers to send support requests to support@example.com. But since we are using G Suite with piping I had to setup a forward to support@support.example.com. As a result a customer sends an email to support@example.com and it gets redirected to support@support.example.com. Now, in Blesta the email address for the support department is set to support@support.example.com but the templates related to the module have the "From" email address set to support@example.com. The problem is Support Manager sends a "reply-to: support@support.example.com" to all ticket related messages. This shouldn't happen since support@support.example.com is just an internal address. Could you please fix this behaviour? This happens on Blesta 4.5.0. Thank you.

Hello, I have seen the bug for the bulk updater dialog in Chrome: https://dev.blesta.com/browse/CORE-2598 But to expand on this; in Edge on Windows 10, you are unable to select anything in the drop down box for "With Selected Tickets" (eg. "Update Status"). Secondly, in Chrome, the bulk updater dialog box doesn't appear at all for Open tickets. There is something in the new version of Chrome that is causing this issue because it stopped working in 3.4.3 as well (I thought an upgrade to 4.4.2 would fix it, unfortunately it didn't) and I have tried on a different PC in Chrome. It works in Edge.

Hello - Have a quick question and maybe this will turn into a feature request (if it hasn't already), but I want to be able to add the Client's Name to the "Staff Ticket Updated" email that is sent out, that way it shows what client submitted the Ticket without having to login to find out. I tried using the following: Client Name: {contact.first_name} {contact.last_name} But that doesn't seem to display the Client's Name at all. Additionally, is there a tag that allows for a direct URL to the ticket itself, so that way you can click that URL and it brings you right to the Ticket itself? Thanks.

Hello - When Accounts are created, typically the "business owner" is the primary Account Contact, however more often I am adding additional Contacts to the account for their Support Personnel and every time a response is submitted to a Ticket, the Primary Account Holder also gets an email. Is there a way to have it where if there is more then one Contact on the account, you can designate who Ticket Responses go to? I thought they only went back to the person who submitted the ticket but it was brought to me attention that the Primary Account Holder gets them as well. Maybe this needs to be a Feature Request for the Support Manager Plugin? Thanks in advance.

Getting the following error after upgrading to Blesta v4.0.1 Fatal error: Class 'SupportManagerController' not found in /home/omnia/www/support/plugins/support_manager/support_manager_kb_controller.php on line 11 Not sure what is happening here. Any insight would be appreciated. Thanks.

Hello - I am using the Support Portal plugin and have a quick question, is there something to enable administration notifications that a ticket had been sitting for X amount of days? Something that sends an email reminder to the Staff person it is assigned to in order to remind them they have a ticket in their queue? I have an employee who constantly forgets to reply to tickets after assigning them to himself and they often go unnoticed by others, would be nice if I could set it to "nag" if 24 hours has passed or something. Thanks in advance.

Is there a config setting to control the font size used for the text entry on a support ticket? I'm on a MacBook Pro with 1440x900 resolution and using Chrome. I've attached a screenshot.

Hello. I previously used support manager pro, but I need a knowledge base feature, and the feature is located in plugin (support manager) blesta native. how to import data (ticket) from the support manager pro to support manager? warm regards,

Hello, I think it would make sense to change the Support links to be more SEO friendly, but more importantly, human friendly. Currently, they are in this format: plugin/support_manager/knowledgebase/index/1/ client/plugin/support_manager/client_tickets/departments/ It would be nice to see them like this: client/support/knowledgebase/index/1/ client/support/tickets/departments/