Email piping & ticket question

[sunrisepro]

Is it possible to pipe a specific email address to a specific ticket category, perhaps with custom autoreplies?

[Paul]

5 minutes ago, sunrisepro said:

Is it possible to pipe a specific email address to a specific ticket category, perhaps with custom autoreplies?

Not exactly sure what you mean by ticket category. You can have multiple departments. The auto-reply for each department is generally the same, from the template "Ticket Received", however you can use logic in the template to display a different message based on the department. See https://docs.blesta.com/display/user/Support+Manager by using the tag {ticket.department_id} and a Conditional Statement.

As an example:

{% if ticket.department_id = 1}
 
Enter text to be shown if the department ID is 1.
 
{% endif %}

 

[sunrisepro]

10 minutes ago, Paul said:

Not exactly sure what you mean by ticket category. You can have multiple departments. The auto-reply for each department is generally the same, from the template "Ticket Received", however you can use logic in the template to display a different message based on the department. See https://docs.blesta.com/display/user/Support+Manager by using the tag {ticket.department_id} and a Conditional Statement.

As an example:

{% if ticket.department_id = 1}
 
Enter text to be shown if the department ID is 1.
 
{% endif %}

 

Ok, that makes sense. Is there any way to pipe a specific email address to a specific department? Like billing@ creates a ticket for the Billing dept and sales@ creates a ticket for the Sales dept.

[Paul]

1 hour ago, sunrisepro said:

Ok, that makes sense. Is there any way to pipe a specific email address to a specific department? Like billing@ creates a ticket for the Billing dept and sales@ creates a ticket for the Sales dept.

Yes, if you are using piping you pipe all of the addresses you want to use to pipe.php as described in the docs. Blesta will detect the email address the email is addressed to and open a ticket in the support department that matches, based on the way you have configured your departments.

[sunrisepro]

One email was not working, then I noticed the 'only allow customers' checkbox was checked. That's a cool option to have, I might need to put it to use.