10RUPTiV Posted July 13, 2016 Report Share Posted July 13, 2016 Hey guys... Having a hard time to remember where... when someone send an email for support, it create a ticket and the user get an email BUT where I need to go to also send an email to staff that a new ticket is created ? thanks Quote Link to comment Share on other sites More sharing options...
0 Michael Posted July 13, 2016 Report Share Posted July 13, 2016 Support > Staff > Notices Quote Link to comment Share on other sites More sharing options...
0 10RUPTiV Posted July 13, 2016 Author Report Share Posted July 13, 2016 It's already all checked.... but I got no email... Quote Link to comment Share on other sites More sharing options...
0 Paul Posted July 13, 2016 Report Share Posted July 13, 2016 Are all of your staff set up under Support > Staff, with "All Day" selected for the schedule, and Receive Ticket Emails for all priorities checked? Blesta will not send out a notice if it falls outside of the staff member's schedule, or does not match a ticket priority. Michael 1 Quote Link to comment Share on other sites More sharing options...
0 10RUPTiV Posted July 14, 2016 Author Report Share Posted July 14, 2016 Hi Paul, Yeah my account is set for All Day and all type... Quote Link to comment Share on other sites More sharing options...
0 Paul Posted July 14, 2016 Report Share Posted July 14, 2016 Hi Paul, Yeah my account is set for All Day and all type... Do the emails show up in the mail log under Tools > Logs > Email? Also check the staff email support templates under Settings > Company > Emails (Under the Plugins section). Did you modify any of these? If so, if there is an invalid tag, the email won't be sent because of an error. Quote Link to comment Share on other sites More sharing options...
0 10RUPTiV Posted July 14, 2016 Author Report Share Posted July 14, 2016 I modify a bunch of them.. which one is in use for this email ? I checked under Tools > Logs > Email, and only the one sent to the user is there! Quote Link to comment Share on other sites More sharing options...
0 Paul Posted July 14, 2016 Report Share Posted July 14, 2016 I modify a bunch of them.. which one is in use for this email ? I checked under Tools > Logs > Email, and only the one sent to the user is there! Settings > Company > Emails: - Staff Ticket Updated - Staff Ticket Updated (Mobile) Here's the default Staff Ticket Updated HTML {ticket.details_html} -- Ticket #: {ticket.code} Status: {ticket.status_language} Priority: {ticket.priority_language} Department: {ticket.department_name} -- To reply to this ticket, be sure to email {ticket.department_email} from the address we sent this notice to, or you may do so from the Staff interface. Here's the default Staff Ticket Updated TEXT {ticket.details} -- Ticket #: {ticket.code} Status: {ticket.status_language} Priority: {ticket.priority_language} Department: {ticket.department_name} -- To reply to this ticket, be sure to email {ticket.department_email} from the address we sent this notice to, or you may do so from the Staff interface. Here's the default Staff Ticket Updated (Mobile) HTML {ticket.details_html} -- Ticket #: {ticket.code} | Status: {ticket.status_language} | Priority: {ticket.priority_language} | Department: {ticket.department_name} Here's the default Staff Ticket Updated (Mobile) TEXT {ticket.details} -- Ticket #: {ticket.code} | Status: {ticket.status_language} | Priority: {ticket.priority_language} | Department: {ticket.department_name} jobplease 1 Quote Link to comment Share on other sites More sharing options...
0 10RUPTiV Posted July 14, 2016 Author Report Share Posted July 14, 2016 Yeah just compared.... same thing. I probably never modify these one as it's only use by "Staff" Quote Link to comment Share on other sites More sharing options...
0 10RUPTiV Posted July 14, 2016 Author Report Share Posted July 14, 2016 even the Ticket is assigned to you template is not working! Sounds like all email to staff for Support are not working, but all emails to clients are good! Quote Link to comment Share on other sites More sharing options...
0 10RUPTiV Posted July 14, 2016 Author Report Share Posted July 14, 2016 Ohh not sure if it made a huge difference, but we are using the support pro plugin... Quote Link to comment Share on other sites More sharing options...
0 Michael Posted July 14, 2016 Report Share Posted July 14, 2016 Ohh not sure if it made a huge difference, but we are using the support pro plugin... That's not supported by Blesta, but the third party who made it. I'm not sure what templates they look like but make sure you don't have both installed else you might have issues. Quote Link to comment Share on other sites More sharing options...
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10RUPTiV
Hey guys...
Having a hard time to remember where... when someone send an email for support, it create a ticket and the user get an email BUT where I need to go to also send an email to staff that a new ticket is created ?
thanks
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