Ticket On Purchase

Open the right support ticket automatically the moment a client buys, so manual provisioning and onboarding start themselves.

What it does

When a package needs a human to set it up - a manual server build, a welcome call, an account to provision by hand - someone on your team has to notice the order and remember to open a ticket for it. Miss one and onboarding stalls with nobody aware. Ticket On Purchase removes that step: you describe, once per package, what the opening ticket should say and who it should go to, and from then on a matching ticket opens itself the moment a client buys, is invoiced, or their service goes active - with the client's name, service, and order details already filled in.

Key features

• Auto Tickets per Package: Build as many Auto Tickets as you need, each tied to the packages you choose, and a ticket opens by itself as soon as a client buys one of them.
• Pick the Moment It Fires: Each Auto Ticket fires either when the client is invoiced for the package or when the service becomes active, so it fits both instant sales and manual provisioning workflows.
• Full Control Over the Ticket: Choose the department it lands in, its priority, the status it starts on, and which staff member the opening reply comes from.
• Personalised Subject and Content: Write the subject and body once and drop in tags for the client, service, package, and invoice, right down to individual details such as first name, account code, or service name.
• Preview Before You Save: Render the subject and content against a real service straight from the edit form and see exactly what the client will receive, without creating a ticket.
• Configurable Option Conditions: Only open the ticket when the service's configurable options match the comparisons you set, using equals, greater than, or less than against any option on the package.
• Client Group Targeting: Limit an Auto Ticket to selected client groups, or leave it unrestricted so it applies to everyone who buys.
• Enable and Disable Without Deleting: Every Auto Ticket has an on and off switch, so a seasonal or one-off rule can be parked and brought back later instead of rebuilt.
• Never Tickets the Same Service Twice: A service is ticketed once and once only, so renewals never re-open it, and the services you already had when you installed are never ticketed retroactively.
• The Client Is Emailed Too: The opening reply is emailed to the client with a direct link back into the ticket, so the conversation starts in their inbox and not just in your queue.

Installing Ticket On Purchase

Before you start

• If you are on the leased (subscription) licence, the Blesta Club Subscription Manager must be installed and your subscription active. The owned and owned-source licences have no such requirement.
• Blesta's own Support Manager plugin must already be installed. Ticket On Purchase opens the tickets it creates inside Support Manager's own ticketing system, and its screens will not load without it.

1. Upload the files

Upload the extension folder into your Blesta installation so it lands under your Blesta directory at:

plugins/ticket_on_purchase/

For example, on a typical install: /var/www/html/blesta/plugins/ticket_on_purchase/

2. Install it in Blesta

1. Log in to your Blesta admin area with a staff account that has the Plugins permission, including Install Plugin and Manage Plugin (found under the Settings group in Manage Staff Groups).
2. Go to Settings > Company > Plugins and click the Available tab.
3. Find Ticket On Purchase in the list and click Install. Blesta installs it immediately - there's no confirmation step.

3. Grant staff access

Ticket On Purchase registers its own permissions but does not grant them to anyone, so right after installing, no one (including administrators) can see or use it yet:

1. Go to Settings > System > Staff, then the Groups tab.
2. Edit each staff group that should manage Auto Tickets.
3. Under the Ticket On Purchase section, tick List Auto Tickets, Add Auto Ticket, Edit Auto Ticket, Delete Auto Ticket, Duplicate Auto Ticket, and Preview Auto Ticket as appropriate for that group.
4. Save.

Once a group holds at least the List Auto Tickets permission, its members see a Ticket On Purchase link under the Tools menu.

4. Configure it

There's nothing to enter beforehand - no API keys, no cron task, no webhook. Once staff access is granted, go to Tools > Ticket On Purchase and create your first Auto Ticket against a package. See the usage guide for a full walkthrough of the form and what each field does.

Updating Ticket On Purchase

Upgrading works just like installing: upload the new files over the old ones, then run the upgrade from the same page you installed it on.

1. Back up your current extension files first - good practice before any upgrade.
2. Upload the new version over the existing folder, replacing the old files at plugins/ticket_on_purchase/.
3. Log in to your Blesta admin area and go to Settings > Company > Plugins.
4. Find Ticket On Purchase on the Installed tab and click Update to run the upgrade.

Version-specific notes

• Version 2.0.0: Adds an Enabled toggle, a Trigger choice (invoice or service activation), client-group targeting, a Duplicate action, and a Preview button - each of the last two gated by its own staff permission. Your existing List / Add / Edit / Delete grants are preserved, but the two new permissions are registered unchecked, so staff will not see the "Duplicate" link or the "Preview" button until you grant them:

  1. Go to Settings > System > Staff, then the Groups tab.
  2. Edit each staff group that should manage Auto Tickets.
  3. Under the Ticket On Purchase permissions, tick Duplicate Auto Ticket and Preview Auto Ticket as desired.
  4. Save.

  No other action is required - the new Enabled toggle, Trigger choice, and client-group targeting are applied automatically, and existing Auto Tickets keep their current behaviour: enabled, triggered on invoice, and applied to all client groups.

• Version 1.1.0: Adds proper role-based permissions to Ticket On Purchase. Before this version, any logged-in staff member could manage Auto Tickets; now access is controlled per staff group. Blesta registers these new permissions unchecked, so immediately after the update Ticket On Purchase will disappear from the Tools menu for everyone, including administrators. This is expected. To restore access:

  1. Go to Settings > System > Staff, then the Groups tab.
  2. Edit each staff group that should manage Auto Tickets.
  3. Under the Ticket On Purchase permissions, tick List Auto Tickets and the individual Add / Edit / Delete actions you want that group to have.
  4. Save.

Keep your Ticket On Purchase plugin up-to-date to ensure you have the latest features and improvements.

Using Ticket On Purchase

For your staff

Finding Ticket On Purchase

Once your staff group has been granted access (see the install guide), go to Tools > Ticket On Purchase in the admin navigation. This opens the Auto Ticket list, showing every rule you've created with its ID, the Packages it applies to, its Subject, and whether it's Enabled. Use the funnel icon to filter the list by Package or by Subject. From here you can Edit, Duplicate, or Delete any Auto Ticket - Duplicate and Delete both ask you to confirm before doing anything.

Creating an Auto Ticket

Click the + icon to open the Add form:

• Enabled - switch an Auto Ticket off without deleting it. A disabled Auto Ticket never fires.
• Trigger - choose when this ticket is opened: On invoice, when the client is invoiced for the package, or On service activation, when the service becomes active. The service activation trigger fits manual-provisioning workflows where a service sits pending until you turn it on yourself.
• Selected Packages / Available Packages - move packages between the two boxes with the arrow buttons to choose which packages this Auto Ticket applies to.
• Limit to Client Groups - optionally restrict this Auto Ticket to selected client groups. Leave nothing selected and it applies to everyone who buys.
• Department / Reply By / Priority / Status - the support department the ticket lands in, which staff member the opening reply is credited to (or "None - Reply By Client" to leave it unassigned), the ticket's priority, and the status it starts on.
• Subject and Ticket Content - write the opening subject and body once. The markdown editor shows a live preview alongside what you type. Drop in the tags listed under "Available Tags" - {client}, {service}, {package}, and {invoice} - either on their own (they render as a readable name) or drilled into a specific detail, e.g. {client.first_name}, {invoice.id_code}.
• Preview Against Service ID - enter the ID of a real, existing service and click Preview to see the rendered Subject and Content exactly as a client would receive them, without opening a ticket. This is the fastest way to check your tags render the way you expect before saving.
• Use Conditionals - check this to restrict the Auto Ticket further. A table appears with a Configurable Option Name, a Comparer (=, >=, <=, >, <), and a Value. Add as many rows as you need with the Add link - every row must match the service's own configurable options for the ticket to fire.

Click Submit to save. Editing an existing Auto Ticket opens the same form pre-filled with its current settings.

Duplicating and deleting an Auto Ticket

Click Duplicate next to any Auto Ticket to create a copy of it, packages, conditionals, and client groups included - adjust the copy instead of retyping a similar rule for another package. Click Delete to remove an Auto Ticket permanently.

For your clients

Your clients don't see a Ticket On Purchase screen of their own. When an Auto Ticket opens a ticket, the client is emailed the same opening reply, with a direct link back into it, so the conversation continues in their inbox and in your Support Manager queue rather than on a page somewhere in their account.

Good to know

• A service is ticketed once, ever - once an Auto Ticket has opened a ticket for a service, that service is never ticketed again, even by a different Auto Ticket or on a renewal invoice.
• An Auto Ticket with Use Conditionals checked but no rows added matches every purchase, the same as leaving it unchecked.
• The Preview feature always renders without an invoice in context, so an {invoice} tag comes back blank there even when the real, live ticket - opened on the "On invoice" trigger - does include the invoice. This only affects what you see in Preview, not the ticket a client actually receives.
• {service.name} can render blank for a package with no module attached, since Blesta itself has no service name to give it in that case. {service.id_code} always renders the service's account code regardless.