=== HAPPY - Helpdesk Support Ticket System === Contributors: villatheme, mrt3vn Donate link: http://www.villatheme.com/donate Tags: helpdesk, ticket, support, customer support, knowledge base Requires at least: 5.0 Tested up to: 7.0 Stable tag: trunk Requires PHP: 7.4 WC tested up to: 11.0.0 License: GPL v2 or later License URI: https://www.gnu.org/licenses/gpl-2.0.html HAPPY - Helpdesk Support Ticket System support ticket system & helpdesk plugin. Features a custom ticket form builder, canned replies, and integrated FAQs/Knowledge Base. == Description == HAPPY – Helpdesk & Support Ticket System for WordPress and WooCommerce is a powerful solution built to track, organize, and resolve customer inquiries directly on your website. Whether you need a simple WooCommerce support ticket tool or a comprehensive WordPress helpdesk plugin, HAPPY centralizes all customer interactions to boost your support team's productivity and improve response times. [Try the Demo](https://new2new.com/?item=happy "Demo HAPPY - Helpdesk Support Ticket System") | [Documents](https://docs.villatheme.com/?item=happy "Documents") | [Facebook group](https://www.facebook.com/groups/villatheme "VillaTheme") Install and Use HAPPY - Helpdesk Support Ticket System [youtube https://youtu.be/_4pPJq6koz4] Empower Your Support Team today! A great customer support experience starts with the right tools. With this WordPress support ticket system, your team can organize tickets by category, create pre-written canned replies for fast troubleshooting, and build a beautiful Knowledge Base to let customers help themselves. Let's make your support workflow faster and happier! ### HAPPY – Helpdesk Support Ticket System for WordPress can: ### Ticket system Frontend ticket list with filters (status, category, problem/form, supporter for managers) Active-ticket counters on filters (cached); hide zero-count options Default list hides Closed/Resolved until filtered; sort by status priority then last update Formatted ticket titles (padded ID + subject / custom placeholders) Ticket detail with chat-style replies (customer left, supporter right) Always-visible reply form; canned replies; file attachments (type/size limits) Ticket statuses (name, icon, colors, priority) and status transitions on create/customer reply/agent reply/close Categories with auto-assign rules (AND/OR conditions) Assign supporters (managers); new tickets start unassigned Bulk actions: status, assign, add/remove categories (admin + frontend for managers); delete tickets (admin list, support managers only) Share ticket: Restricted / Shared link; view & reply without login (replies as ticket owner) Guest access via secure _guest_token (email, thank-you page) Pretty permalinks for tickets and author profiles Pagination: tickets/replies per page; frontend per-page control Overdue row CSS classes for unanswered / awaiting-customer tickets “Back to Tickets” on create form; theme template overrides (happy-helpdesk-system/) ### Ticket forms Drag-and-drop form builder (sections, heading, gap, divider, text, textarea, number, select, checkbox, radio, upload, editor, categories, captcha, …) Multiple forms / problem selection; per-form visibility (guest / logged-in / shortcode) Terms & GDPR checkboxes; validation and upload messages Optional Google reCAPTCHA on forms when Captcha is enabled ### Roles & authentication Helpdesk roles (support manager, supporter, customer, blocked, …) Built-in login / register / lost password (or redirect to custom login) Google reCAPTCHA v2/v3 on auth forms (server verify, fail-closed without secret) Auth rate limiting ### Email & notifications Emails for create, reply, close (auto-close only for close email when enabled) Separate admin/customer templates; HTML editor; BCC/CC; template colors; footer text Dynamic placeholders (incl. guest token) Unanswered-ticket alert to admin after N hours ### Automation Auto-close after N hours without customer reply (optional close message; 0 = off) Configurable cron interval; WP-Cron + traffic fallback; deferred shutdown run Working hours & holidays Weekly working hours (quick-fill from Monday) Unlimited holidays with message Shortcodes for working hours / holiday message ### Knowledge Base & FAQs KB CPT, categories/tags, archive/single, views count KB directory layout + live search shortcode FAQs CPT; accordion layout by category + search Editable archive slugs and subtitles ### Admin & reporting Admin tickets list: columns, Screen Options, sorting, supporter filter, Select All / Shift+click Bulk assign / categories / status; “View ticket” → frontend URL Categories & statuses management; form builder admin Reports: tickets by day/month/year with status & category charts Dashboard widget: today’s tickets by form/category + completed System Status page + support request to VillaTheme Settings with field descriptions; import/export hardening ### WooCommerce My Account Tickets endpoint Create form: order / order item fields (required when configured) Order/item shown on ticket content; category rules can use order data ### 3rd party service - 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Unzip the download package 2. Upload `happy-helpdesk-support-ticket-system` to the `/wp-content/plugins/` directory 3. Activate the plugin through the 'Plugins' menu in WordPress == Frequently Asked Questions == == Screenshots == 1. Choose Support Problem 2. Create Ticket 3. Create Ticket Form 4. List Ticket Page 5. Detail Ticket Page and Reply Form 6. Tickets on wordpress admin page == Changelog == 2026.09.05 - version 2.0.6 - Fixed: Closed tickets deny view for guest-token and share-link visitors; customers can still view (no reply); staff unchanged - Added: Reply `@kb:` KB mention for staff — Visual + Text autocomplete inserts title permalink link - Fixed: Reply Text (Quicktags) toolbar no longer throws when clicking buttons such as code - Fixed: Quicktags toolbar hidden again on the Visual tab - Fixed: Reply TinyMCE toolbar buttons work again; Text → Visual switch no longer errors after HTML/`` content - Updated: Frontend and admin ticket screens enqueue the WordPress editor scripts for the reply form - Updated: Email template appearance now includes a separate Heading text color setting; by default the heading text uses the same color as the email body text 2026.09.02 - version 2.0.5 - Fixed: Unanswered digest email subject no longer appends the HTML ticket list; subject stays plain text - Fixed: Staff/admin replies email the ticket creator again (Enable defaults + requester email resolution) - Updated: Frontend ticket list Last Replies column shows last-reply user name before the time - Updated: Email template — less empty padding; heading shown when set 2026.08.29 - version 2.0.4 - Fixed: Ticket title no longer shows escaped quotes/backslashes (e.g. `\\\"Data invalid\\\"`) - Fixed: Reply editor — inline images by http(s) URL only; strip base64/blob on save; no convert - Updated: Reply TinyMCE — disable paste data images; hide Image description / title fields 2026.08.28 - version 2.0.3 - Fixed: Reply TinyMCE no longer jumps scroll to the top while typing long content - Fixed: Ticket status settings apply correctly on create, customer reply, supporter reply, and close (“Don't change” leaves status unchanged) 2026.08.22 - version 2.0.2 - Fixed: Guest tickets using an email that already belongs to a WordPress user still receive staff-reply emails - Fixed: Auto-close now writes Closed status in the database (verified after the notice reply) so tickets are not left as Pending - Fixed: Auto-close / unanswered checks run at the shorter of the cron interval and the inactivity hours (Pending tickets waiting on the customer are not skipped until the next 12-hour cron) - Added: New tickets auto-subscribe category Assign Supporter users and email them on create - Fixed: `[happy_working_hours]` Your time clock works in widgets outside Happy pages - Fixed: Email bodies keep line breaks; placeholders ({ticket_id}, {ticket_url}, {reply_content}, {all_field}) replace correctly - Added: Settings → Tickets — Detect visitor country on/off (default on) - Added: Admin Happy List Tickets — delete tickets (row action + bulk, support managers only), with confirmation - Added: Settings → Pages → Author slug (default `author_`) for author profile URLs; legacy `happy_` URLs still work - Updated: Happy author Save Canned clones unassigned shared replies for that supporter; personal copies are overwritten on save - Added: Canned shortcodes `{ticket_id}` (padded), `{cursor}` (including when on its own line) - Fixed: Canned replies preserve blank lines; ticket detail drawer responsive on tablet/mobile (≤1024px) - Updated: My Account Tickets badge — staff: awaiting supporter reply; customers: awaiting customer reply; light-red circle badge - Fixed: Closed tickets append `[#CLOSED]` to the title; customers cannot reply on closed tickets - Fixed: New tickets no longer show as closed / block replies when Close status matches After ticket created - Updated: System Status report — DB schema, emails, auto-close/unanswered, author slug/URL, canned counts, close status - Fixed: PHP 8+ white screen risk — avoid `$current_user->ID` on null; hard-require KB/FAQ caps class; safer ticket list queries - Fixed: reCAPTCHA v3 create-ticket form — no longer renders `happy-recaptcha-align` (removes empty gap; v3 stays invisible with hidden token only) - Updated: Happy author ticket list keeps desktop one-row table layout (like list tickets; no narrow/card stack on profile sidebar width) - Updated: Happy author “Your canned replies” only for supporters and support managers (own profile) - Added: Supporters and support managers can edit Knowledge Base and FAQs in wp-admin (all posts; WooCommerce does not block admin) - Updated: Happy author page ticket list matches the main list-ticket table (status, topic, bulk actions, etc.) without the right-hand filter panel - Added: Ticket detail — reply author name links to the Happy author page when the viewer may open that profile - Fixed: Working Hours shortcode — “Your time” clock loads on any page (dedicated `working-hours` CSS/JS enqueued from `[happy_working_hours]`, not only Helpdesk pages) 2026.08.17 - version 2.0.1 - Fixed: Auto-close cron no longer posts inactivity reply on tickets already closed/resolved or with `date_closed` set (fresh status check + `_happy_auto_closed` guard) - Fixed: Ticket detail — `[#CLOSED#]` only when status is the configured close status (int/string-safe); strip leftover marker from subject; close action sets status + `date_closed` and clears ticket cache - Fixed: Reply ticket — hide canned response HTML list under the dropdown; tighten Quicktags toolbar button styles - Fixed: Form builder — `Cannot set properties of undefined (setting 'settings')` when updating section/element editing state - Fixed: Create ticket with reCAPTCHA enabled — v3 token on submit + hidden submit flag so tickets save; verify only when captcha widget can render - Updated: WooCommerce My Account tickets badge loads lightweight `wc-account-tickets-badge` CSS instead of full `frontend.css` - Updated: `problem-form` CSS/JS load only on create-ticket page or `happy_forms` / `happy_single_form` shortcodes (filter `happy_should_load_problem_form_assets`) - Fixed: Form builder Add Element — restore column width picker (100%/50%/33%/25%) after choosing a field, including when adding on a new row/section - Fixed: Form builder — cannot add field (`elements.length` on undefined section); normalize form sections/elements in admin localize - Fixed: Create ticket form layout/CSS — body styles target form wrapper, scoped box-sizing, default field padding; no longer soft-404 for Woo order gate - Fixed: Create New Ticket page soft-404 when WooCommerce “Order required” defaulted on or customer had no orders; Order required now defaults off; clearer notice instead of 404 - Fixed: WooCommerce Order required — administrators, support managers, and supporters can see/create tickets without having orders (filter `happy_woo_skip_order_requirement`) - Fixed: PHP 8.1 compatibility — null-safe explode/trim/strtolower; guard get_userdata/get_user_by before property access - Added: Global Enable email notifications switch (Settings → Email); master off stops all plugin emails (`enable_email_notifications`, filter `happy_emails_enabled`) - Added: Unanswered Ticket digest — one email per recipient with the full unanswered list (`{unanswered_ticket_list}`, `{unanswered_ticket_count}`); action `happy_unanswered_tickets_digest_sent` - Added: Email settings — placeholder guide + clearer section/event descriptions - Fixed: Email placeholders replace correctly (`{ticket_url}`, `{reply_content}`, `{guest_token}`, `{subject}`, …); guest/customer emails append guest access token to ticket URL - Fixed: `{ticket_url}` no longer depends on Support page being set (uses `happy_get_ticket_permalink` fallback) - Fixed: Admin bar “View list tickets” under Site Name — link missing when Support page was front page or had no valid permalink - Updated: New install List Ticket page default slug is `list-tickets` (`post_name`) - Added: Working Hours → per-day “Day off” checkbox (Fill skips Day off days); Our/Your clocks + Official hour GMT use WordPress site timezone; Your time = browser/OS local - Added: Appearance → Widgets → List Tickets area (top of tickets column; hidden when empty); registered early so it appears in block Widgets UI - Updated: Shortcode `[happy_working_hours]` (replaced `[happy_working_hour]`); Holiday Start/End use Y-m-d date pickers; auto-delete expired holiday events (default on) 2026.08.05 - version 2.0.0 - Added: Auto-close cron interval setting (default 12 hours) - Added: Secondary DB indexes; gated frontend assets; performance helpers for lists - Updated: Defaults auto-close 72h / unanswered 24h; tickets_per_page from settings - Fixed: Customer email content key migration; holiday shortcode; settings save pollution - Added: Auto-close tickets after N hours without customer reply (with optional close reply message); 0 = disabled - Added: Unanswered ticket alert — email admin after N hours without supporter reply; 0 = disabled (Email → Unanswered Ticket) - Added: Ticket list row classes for overdue no-response tickets (`happy-ticket-overdue`, `happy-ticket-unanswered-overdue`, `happy-ticket-awaiting-customer-overdue`) - Added: Extensibility — lifecycle `do_action` / `apply_filters` across tickets, replies, email, cron, access, lists, settings, FAQ/KB (see docs/HOOKS.md) - Added: WooCommerce create form — require order + order item when Order required; show Order / Order item on ticket content - Fixed: Style settings (table header/footer + tickets/replies pagination colors, custom CSS) now apply on the frontend - Fixed: Auto-close tickets — query now targets supporter last-replies, paginates safely, and runs via WP-Cron + traffic fallback (`auto_close_cron_interval_hours`) - Fixed: Close Ticket email is only sent on auto-close (controlled by “Send email on auto-close”); manual status changes no longer send email - Fixed: Frontend tickets-per-page (cookie/request) respected in AJAX list refresh - Fixed: WooCommerce order/item values submit correctly when selects sit outside the form (`form` attribute); item dropdown JSON escape; fields stacked one per row - Added: Reports admin page — tickets created by day/month/year with status and category charts - Added: WordPress dashboard widget — today’s tickets by form/category and completed count - Added: System Status admin page (WordPress, server, plugin tables, pages) with support request form emailed to support@villatheme.com - Added: Ticket title display format settings (padded ID, custom placeholders) in Tickets settings - Added: Category counters on ticket list filters (Pending + Processing + Urgent) - Added: Problem counters on ticket list filters (Pending + Processing + Urgent) - Added: Frontend ticket list — filter by supporter (support managers only) with active-ticket counters - Added: Admin tickets list — Select All and Shift+click range selection - Added: Admin tickets list — bulk Assign to supporters (multi-select) - Added: Bulk actions — Add categories / Remove categories (admin list + frontend supporter list) - Added: Frontend ticket list — Supporter column and bulk Assign supporters (support managers only) - Added: Ticket information — assign supporters (support managers only); new tickets start unassigned - Added: Share ticket — Restricted / Shared with unique share link; view and reply without login; replies attributed to ticket owner - Added: Admin tickets list — filter by supporter - Added: Admin tickets list — sortable columns and Screen Options for visible columns - Added: Admin ticket detail — “View ticket” button opens the frontend ticket URL - Added: Pretty permalinks for tickets (`/{list-page}/{id}-{slug}/`) and author profile (`/{list-page}/happy_{username}/`) - Added: Theme template overrides via `{theme}/happy-helpdesk-system/` (child → parent → plugin) - Added: Guest ticket access via secure `_guest_token` links (email `{guest_token}`, thank-you page, view/reply without login) - Added: Knowledge Base directory layout with live search (`[happy_list_kb layout="directory"]`) - Added: FAQs accordion layout grouped by category with search (`[happy_list_faq layout="accordion"]`) - Added: Descriptions for all settings fields and sections - Added: Permalinks settings for Knowledge Base / FAQs base slugs (Settings → Permalinks) - Added: Editable Knowledge Base and FAQs archive subtitles in Page settings - Updated: Ticket list title shows formatted ID + subject (e.g. #000001 Title); same on ticket detail - Updated: Default ticket list hides Closed and Resolved tickets until filtered by status - Updated: Ticket list default sort by status priority (Urgent → Pending → Processing → Resolved → Closed), then latest update - Updated: Hide categories, problems, and supporters with zero active-ticket counters in list filters - Updated: Removed ID column from ticket list; ID is shown in the Topic title - Updated: Ticket list pagination — page counter and tickets-per-page on the same row; matched font sizes with reply editor - Updated: Ticket replies (frontend + admin) — chat-style cards; customer left, supporter right with sky-blue border - Updated: Frontend ticket reply — reply form always visible (removed show/hide reply toggles) - Updated: Create ticket — “Back to Tickets” above the form (top-left), outside the form card - Updated: Clearer Email and Page settings copy / shortcode help - Updated: Removed `[CANNED]` label from replies when using a canned response - Updated: Frontend ticket list (mobile ≤782px) — card layout for managers; status icon on same row as title - Updated: Frontend ticket list (mobile) — Filter panel opens as left drawer with dark overlay - Updated: Ticket detail (mobile, supporters) — Ticket information opens as right drawer with dark overlay - Updated: Frontend bulk Assign / Categories selects (mobile) — multi-select expands and dropdown pushes content down - Updated: List filter counters cached; admin/detail batch helpers; DataTables removed from frontend bundle - Updated: Google reCAPTCHA v2/v3 (login/register/lost-password + create form when Captcha enabled); v3 score threshold - Fixed: Administrator blocked from creating tickets by WooCommerce order check - Fixed: Empty Problem column when ticket has no/invalid form ID - Fixed: Bulk status change UI when selecting tickets - Fixed: Knowledge Base / FAQ archive titles no longer show “Archives:” prefix - Fixed: Single Knowledge Base — views count and linked categories display - Fixed: reCAPTCHA verify scope, v2 onload timing, missing site key on create form - Updated: `[happy_working_hours]` — Online/Offline outline badges, official hours, live clocks (no solid red fill) - Added: WooCommerce My Account Tickets menu — red badge for Pending ticket count - Added: Widget area “List Tickets” above the frontend ticket list (shortcodes supported) 2026.06.26 - version 1.0.12 – Updated: Compatible with WP 7.0 2026.03.07 - version 1.0.11 - Fixed: Fixed some error 2025.12.12 - version 1.0.10 - Fixed: Fixed security – Updated: Compatible with WP 6.9 2025.11.26 - version 1.0.9 - Fixed: Fixed security 2025.10.15 - version 1.0.8 - Fixed: Fixed security 2025.08.02 - version 1.0.7 - Fixed: Fixed security 2025.07.26 - version 1.0.6 – Updated: Update support class – Updated: Compatible with WP 6.8.2 and WC 10.0.3 2025.04.18 - version 1.0.5 – Updated: Update support class – Updated: Compatible with WP 6.8 and WC 9.8 - Fixed: Fixed display FAQs list 2025.02.28 - version 1.0.4 – Updated: Min file – Updated: Compatible with Wc 9.7 and WP 6.7.2 – Updated: Update support class 2025.01.03 - version 1.0.3 - Dev: Add filter hook 'helpdesk_user_role_administrator' , 'helpdesk_get_users_role_administrator' - Updated: Compatibility check with WP 6.7.1 and WC 9.5 2024.11.18 - version 1.0.2 - Added: Add more allowed file type - Updated: Compatibility check with WP 6.7 and WC 9.4 - Updated: Update hook compatible with add ons for Envato - Fixed: Resolved the issue where not all items in WooCommerce orders were displayed. 2024.08.28 - version 1.0.1 - Fixed: Fixed some error 2024.08.06 - version 1.0.0 ~ The first released. == Upgrade Notice ==