Where Can You Create The Auto-Close Support Ticket Emails?

[hostingDifferent-Scott]

There isn't an auto-close email template in the email section and I'm not sure where I can create one. 

 

Anyone know?

[Michael]

You need to make a response Support > responses > category > new

 

Then go to Support > Departments > Auto close > drop down date and select the response.

 

Video: http://screencast.com/t/bYO2m62g

[hostingDifferent-Scott]

That's intuitive! LOL. It should be in email templates. 

 

Thanks!

[hostingDifferent-Scott]

Can you use normal email tags in the response?

[Michael]

Can you use normal email tags in the response?

 

Nope.

[hostingDifferent-Scott]

Does Blesta then add in the link for the ticket and all the other pertinent ticket info?

[Michael]

Does Blesta then add in the link for the ticket and all the other pertinent ticket info?

 

Link?

 

You can use markdown but you can't use like {client.first_name}

[hostingDifferent-Scott]

Usually on an auto close ticket response they list the ticket no, the department, and a link to the ticket if they want to update it. Does that get automatically added by Blesta because you can't code that without the tags.

 

For example, here's a recent ticket I received with pertinent info in it.

 

This message is regarding your ticket ID #XXXXXX. We are changing the status of this ticket to Closed as we have not heard back from you in 120 hours.

   Ticket ID: XXXXXX
   Subject: XXXXXXXXXX
   Department: Support
   Type: Issue
   Status: Closed
   Priority: Normal

If you have any further questions then do let us know. You can check the status of or reply to this ticket online at:https:XXXXXXX

[Michael]

That would be in the ticket template if you have already got that, then the auto close will be sent with that information as it's just the content you are writing.

 

Settings > Company > Emails > Plugin Emails > Ticket Updated

 

In the content put the following:

----------------
Ticket ID: #{ticket.code}
Priority: {ticket.priority}
Status: {ticket.status}
Last reply: {ticket.reply_by}
Opened: {ticket.date_added}
Ticket URL: {update_ticket_url}
----------------

[hostingDifferent-Scott]

I already have that. So the response is just added into the ticket automatically instead of creating an auto close email all by itself. I get it now. Again, counter intuitive, but at least I get it now. LOL

[hostingDifferent-Scott]

Thanks!