Use PD AWS SNS to tell a client that staff have replied to their Blesta support ticket. The SMS can direct them to the client area without copying the full support conversation into a text.

Prepare the recipient and message

Check the effective mobile number and country on a controlled test client. Open AWS SNS → Client Preferences, review Support Texts, and apply the intended profile choices. The event’s category determines its preference check; putting a template into another library category does not bypass that check.

Create an enabled template under Templates. For example: `Hi {first_name}, we have replied to ticket {ticket_id}. Please sign in to your client area to read the response.` `{ticket_subject}` is available in the event context, but a long or sensitive subject may be better left out of an SMS. Use the merge-field reference, and keep the text limited to the information the recipient needs. Do not include passwords or sensitive service access details in the message.

Add the trigger

1. Open PD Modules → AWS SNS → Triggers → New trigger.
2. Under When this happens, choose Staff reply to a ticket.
3. Under Send this template, choose the intended enabled template.
4. Under Send via, choose an explicit gateway. Use Test / Debug Log only for a controlled rehearsal.
5. Choose Create trigger, then review the row’s event, template, gateway and On/Off state.

A public staff reply is the intended event. Blesta’s Support Manager plugin supplies ticket events; a client reply or an internal staff note is not the same event and should not trigger this client-facing notification. Confirm the plugin and staff reply are available in the installation.

Use the ticket number shown in the client area when checking the result. If the installation produces an unexpected identifier, compare the customer-visible number with a harmless redacted example of the rendered field. Do not change ticket records to match the SMS.

Verify the outcome

Review History for the actual recipient, rendered text and gateway. If queueing is enabled, normal cron operation and quiet hours can delay the attempt. A category marked Not offered, a client preference, a disabled template or missing mobile number can prevent sending even when a trigger exists.

Do not repeat a real customer event to force another notification. Check whether another enabled trigger already handles the same event before adding a duplicate. For Amazon SNS, a Sent result means the provider accepted the request; phone delivery must be investigated separately. An Unknown timeout needs reconciliation before any repeat message.

See the PD AWS SNS Blesta guide for related tasks, or explore PD AWS SNS.