User Support

Ticket system for communicating with users

Mail Templates

The plugin sends mail about ticket activity to the user who owns the ticket and to the support staff. The templates can be customized by selecting Mail > Mail Templates from the settings menu.

Template Sent to When
responsiv.support::mail.new-ticket Staff A user submits a ticket.
responsiv.support::mail.new-user-message Staff The user posts a reply.
responsiv.support::mail.ticket-message-updated Staff The user edits the ticket or a reply with Minor update unticked.
responsiv.support::mail.closed-by-user Staff The user closes the ticket.
responsiv.support::mail.ticket-assigned The new assignee Another administrator assigns the ticket to them.
responsiv.support::mail.new-internal-message Administrators ticked under Notify Users Staff post an internal message.
responsiv.support::mail.new-staff-message User Staff post a public reply.
responsiv.support::mail.closed-by-staff User Staff close the ticket.
responsiv.support::mail.closed-by-system User The ticket closes automatically.

Staff Recipients

Staff mail goes to the ticket's assignee. Mail about a new user reply, an edited reply or a ticket the user closed also goes to every administrator who has posted on the ticket, including internal messages. When a ticket has no assignee, staff mail goes to every support member instead. See Support Staff.

The ticket-assigned and new-internal-message templates only go to the recipients listed in the table above.

User Recipients

User mail goes to the email address of the account that owns the ticket. It is skipped when the account no longer exists.

Failed Mail

When a mail cannot be sent, the error is written to the system log, and the ticket or message is still saved. An unreachable staff address does not stop the mail to the other staff.

Layouts

User mail uses the default mail layout, and staff mail uses the system layout. Each view sets its layout and the description shown in the list of mail templates.

Variables

The templates receive the following variables.

Variable Description
ticket The ticket.
ticketMessage The message that the mail is about. Mail about the ticket itself, such as new-ticket, receives the ticket.
user The RainLab.User account that owns the ticket, or null when it was deleted. Print the name with user.full_name.
assignee The administrator assigned to the ticket, or null.
closedUser User mail only. The administrator who closed the ticket, or null.
ticketUrl User mail only. The address of the ticket on the primary ticket page, or null when no page uses the Ticket component.
expireInterval The closed-by-staff and closed-by-system templates only. The number of days set by the expireInterval setting.
previewUrl Staff mail only. The address of the ticket in the admin panel.
staff Staff mail only. The administrator receiving the mail.
otherStaff Staff mail only. The signed-in administrator who caused the mail, such as the author of an internal message.
attachments Staff mail only. The files attached to the ticket or message, as an array of file names keyed by their full URL.

For example, the staff templates list the attachments like this.

{% if attachments %}
    <ul>
        {% for path, fileName in attachments %}
            <li>
                <a href="{{ path }}">
                    {{ fileName }}
                </a>
            </li>
        {% endfor %}
    </ul>
{% endif %}

Customizing Templates

Open a template in the list of mail templates to change its subject, content or layout. A customized template keeps its own text and layout when the plugin is updated. To return to the plugin's version, click Reset to Default (Delete on October CMS v4.4.0), which discards your changes.

The user variable is a RainLab.User v3 account, which has no name attribute, so print the name with user.full_name. Print names and subjects in the subject line with |raw, as the default templates do, so that a name such as O'Brien is not HTML-escaped.

subject = "User {{ (user ? user.full_name : __('Deleted user'))|raw }} sent a message to the ticket #{{ ticket.id }}"
layout = "system"
==
<p>
    Dear {{ staff.first_name }},
</p>
<p>
    User {{ user ? user.full_name : __('Deleted user') }} posted a new message to the ticket #{{ ticket.id }}.
</p>

To send the templates in other languages, see Translating Mail Templates.

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