Support Ticket Help Needed

[Ribbons]

I'm extremely new to using Blesta and don't know the nuances / ins and outs. I'm not sure if I just missed a step, or there's legitimately something wrong.

 

I installed the Support Manager, as I want to provide support tickets. I created a "General" department, gave it the From email that I wanted, added myself as a member of the General department.

 

Went into the Ticket Received, Ticket Responded and Ticket Responded (Mobile) and changed the emalis there to reflect the email I wanted it to send to.

 

Support Manager is set so anyone can submit a ticket, no need to log in. So here's my problem:

 

I logged out, went into the Support section, wrote out a test ticket and hit Send. There was no visible web confirmation that the user sent the ticket or it failed, as soon as I hit Send, it took me to the Client Login screen.

 

The "user" got the "We received it" email right away, the variable {ticket} I used in the email didn't show any values (was left blank).

 

The email I provided as the From email for tickets never received an email saying a ticket was opened. Furthermore, checking into the Support section, there are no open tickets.

[Paul]

Make sure your staff member is assigned to the department. Under Support > Staff, edit your staff member and scroll to the bottom. The department should be on the left under "Assigned Departments".

[Ribbons]

That's embarrassing. *blush* Okay, so it does send out emails correctly.

 

But there's still the issue of the {ticket} value being empty on the client's email.

 

And there's no success / fail when hitting Send on the support ticket. Just sends straight to the Login. Are these standard features?

[Ribbons]

I realized that {ticket} isn't what I should be using but {ticket_hash_code} 

 

We're almost there!

 

Is it supposed to send the user straight away to the login screen after ticket submission?

[Tyson]

In v3.2, clients that aren't logged in will be directed to the support department page after they submit a ticket.

 

The {ticket} tag is a reference to an object, and {ticket} itself is not a usable tag. You would want to use an attribute from the ticket, like {ticket.summary}. You can take a look at the documentation for a complete list of available tags to each email template.

[Ribbons]

Thank you very much for the response!

 

I'm really excited for the 3.2 release. I'll take a look at the documentation and tags.