Support / Email New Ticket

[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

[Michael]

Support > Staff > Notices

[10RUPTiV]

It's already all checked.... but I got no email...

[Paul]

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.

[10RUPTiV]

Hi Paul,

 

Yeah my account is set for All Day and all type...

[Paul]

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.

[10RUPTiV]

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!

[Paul]

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}

 

[10RUPTiV]

Yeah just compared.... same thing.  I probably never modify these one as it's only use by "Staff"

[10RUPTiV]

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!

[10RUPTiV]

Ohh not sure if it made a huge difference, but we are using the support pro plugin...

[Michael]

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.