=== NexlifyDesk ===
Contributors: nexlifylabs, teejay
Tags: support, helpdesk, customer support, support ticket system, customer service
Requires at least: 6.2
Tested up to: 6.8
Stable tag: 1.0.0
License: GPLv2 or later
License URI: https://www.gnu.org/licenses/gpl-2.0.html
Requires PHP: 7.4

Complete WordPress support ticketing system with agent management, internal notes, workflows, SLA monitoring, and WooCommerce integration.

== Description ==

NexlifyDesk is a comprehensive, enterprise-grade support ticketing system for WordPress that transforms your website into a professional customer service hub. Built with scalability and efficiency in mind, it provides everything you need to deliver exceptional support experiences while maintaining complete control over your customer data.

**Documentation**: [Full Documentation & Setup Guide](https://nexlifylabs.com/nexlifylabs-plugin-documentation/nexlifydesk-documentation/)

== Key Features ==

**Frontend Customer Experience**
*   **Ticket Submission & Management**: Clean, user-friendly interface for customers to submit tickets, view their history, and track progress
*   **Real-time Updates**: AJAX-powered interface with live status updates and instant reply notifications
*   **File Attachments**: Support for multiple file types with configurable size limits and security validation
*   **Responsive Design**: Optimized for desktop, tablet, and mobile devices

**Advanced Admin Dashboard**
*   **Centralized Ticket Management**: Comprehensive admin interface with filtering, search, and bulk actions
*   **Real-time Statistics**: Live dashboard with ticket counts, response times, and performance metrics
*   **Agent Assignment**: Intelligent auto-assignment or manual assignment with load balancing
*   **Status Management**: Five ticket statuses (Open, In Progress, Pending, Resolved, Closed) with automatic workflows

**Agent Roles & Permissions System**
*   **Custom Agent Positions**: Create unlimited agent roles with granular permission control
*   **Capability Management**: Fine-tune what each agent can do (view all tickets, assign tickets, manage categories, etc.)
*   **Agent Performance Tracking**: Monitor response times, resolution rates, and workload distribution
*   **Orphaned Ticket Management**: Automatic reassignment when agents are removed or deactivated

**Professional Communication Tools**
*   **Internal Notes**: Private agent-to-agent communication within tickets (invisible to customers)
*   **Email Notifications**: Fully customizable templates with dynamic placeholders for all scenarios
*   **Notification Control**: Granular settings for when and how notifications are sent
*   **Professional Templates**: Pre-designed email templates for new tickets, replies, status changes, and SLA breaches

**Intelligent Automation**
*   **Duplicate Detection**: Advanced algorithms detect similar tickets and merge conversations automatically
*   **Auto-Assignment**: Smart distribution of tickets to available agents based on workload
*   **SLA Monitoring**: Automatic tracking and breach notifications to maintain service standards
*   **Auto-Closure**: Resolved tickets automatically close after 48 hours of inactivity with system notifications

**Categories & Organization**
*   **Unlimited Categories**: Organize tickets with custom categories and descriptions
*   **Priority Levels**: Four priority levels (Low, Medium, High, Urgent) with visual indicators
*   **Search & Filtering**: Advanced search across all ticket fields with multiple filter options
*   **Bulk Operations**: Manage multiple tickets simultaneously

**WooCommerce Integration**
*   **Order History**: Built-in order lookup for WooCommerce stores
*   **Customer Context**: Access customer order information directly from tickets
*   **Order-based Duplicate Detection**: Automatically link tickets to existing order-related conversations

**Reporting & Analytics**
*   **Performance Metrics**: Comprehensive reporting on ticket volume, response times, and agent performance
*   **Visual Charts**: Interactive charts showing ticket trends, priority distribution, and monthly statistics
*   **Recent Activity**: Real-time feed of all support activities across your team

**Developer & Advanced Features**
*   **Template Override System**: Customize any frontend template by copying to your theme
*   **Shortcode System**: Flexible shortcodes with customizable attributes (`[nexlifydesk_ticket_form]` and `[nexlifydesk_ticket_list]`)
*   **Data Management**: Configurable data retention with optional purge functionality
*   **Rate Limiting**: Built-in protection against spam and abuse
*   **Caching System**: Optimized performance with intelligent cache management

== Duplicate Ticket Detection ==

NexlifyDesk includes a sophisticated three-layer duplicate detection system to maintain clean, organized support queues:

**1. Exact Subject Matching**
- Detects identical subjects from the same user within the last 30 days
- Automatically adds new messages as replies to the existing conversation
- Prevents ticket fragmentation for ongoing issues

**2. Order Number Pattern Recognition**  
- Intelligently recognizes order/invoice numbers in subjects and messages
- Patterns include: "Order #12345", "Invoice ID: 67890", "#ABC123", etc.
- Links all order-related communications to a single ticket thread

**3. Content Similarity Analysis**
- Advanced keyword comparison between new tickets and recent submissions from the same user
- Configurable similarity threshold (default: 80%) for fine-tuned control
- Smart filtering of common stop words for accurate matching

**User Experience**
When a duplicate is detected, users receive clear notification that their message has been added to an existing conversation, maintaining context while preventing scattered tickets.

**Administrative Control**
- Enable/disable duplicate detection from NexlifyDesk > Settings
- Adjust sensitivity threshold to match your support workflow
- View duplicate detection stats in the reports dashboard

== Installation ==

1.  **Upload the Plugin**: Upload the `nexlifydesk` folder to `/wp-content/plugins/` via FTP, or install directly through WordPress admin by uploading the ZIP file.

2.  **Activate**: Activate the plugin through the 'Plugins' menu in WordPress.

3.  **Initial Configuration**: Navigate to NexlifyDesk > Settings to configure:
    *   Email notification preferences
    *   File upload limits and allowed types  
    *   Default ticket priority and category
    *   SLA response time targets
    *   Auto-assignment rules

4.  **Create Frontend Pages**: Set up user-facing pages:
    *   **Ticket Submission Page**: Create a page and add `[nexlifydesk_ticket_form]`
    *   **Ticket History Page**: Create another page and add `[nexlifydesk_ticket_list]`
    *   Link these pages in NexlifyDesk > Settings for proper navigation

5.  **Agent Setup** (Optional): Configure your support team:
    *   Create user accounts for support agents
    *   Assign the "NexlifyDesk Agent" role
    *   Define custom agent positions with specific capabilities
    *   Set up auto-assignment rules

== Frequently Asked Questions ==

= How do I create a support ticket submission form? =

Create a new WordPress page and add the shortcode `[nexlifydesk_ticket_form]`. You can customize it with optional attributes:
- `show_title="no"` - Hides the default form title
- The form includes fields for subject, message, category, priority, and file attachments

= How can customers view their submitted tickets? =

Create a page with the shortcode `[nexlifydesk_ticket_list]`. Logged-in users will see their tickets, while agents with appropriate permissions will see their assigned tickets. Optional attributes:
- `show_title="no"` - Hides the default page title

= Can I customize the email notifications? =

Yes, completely! Go to NexlifyDesk > Email Templates to customize all notification emails:
- **New Ticket**: Sent when a ticket is created
- **New Reply**: Sent when someone replies to a ticket  
- **Status Changed**: Sent when ticket status is updated
- **SLA Breach**: Sent when response time targets are missed

Available placeholders include `{ticket_id}`, `{subject}`, `{user_name}`, `{status}`, `{ticket_url}`, and many more.

= How do I set up support agents? =

**Basic Setup:**
1. Go to Users > Add New and create user accounts for your support team
2. Assign them the "NexlifyDesk Agent" role

**Advanced Setup:**
1. Go to NexlifyDesk > Agent Positions to create custom roles
2. Define specific capabilities for each position (e.g., "Level 1 Support", "Technical Lead")
3. Assign agents to positions via their user profiles
4. Configure auto-assignment rules in Settings

= What file types can be attached to tickets? =

By default: JPG, PNG, PDF, and common document types. You can customize:
- **Allowed file extensions**: Modify the list in NexlifyDesk > Settings
- **Maximum file size**: Set size limits per attachment
- **Security**: All uploads are validated and stored securely

= How does the SLA monitoring work? =

Set your target response time in NexlifyDesk > Settings (in hours). The system:
- Automatically tracks when tickets approach or exceed SLA targets
- Sends breach notifications to administrators and assigned agents
- Displays SLA status in the admin dashboard
- Includes SLA metrics in performance reports

= Can I integrate with WooCommerce? =

Yes! NexlifyDesk includes built-in WooCommerce integration:
- **Order History page**: Look up customer orders directly from the admin
- **Order-based duplicate detection**: Links tickets mentioning order numbers
- **Customer context**: View order information when handling support requests

= How does automatic ticket assignment work? =

The smart assignment system:
1. **Finds available agents**: Checks users with the NexlifyDesk Agent role
2. **Balances workload**: Assigns to the agent with the fewest open tickets
3. **Fallback options**: Can assign to administrators if no agents are available
4. **Handles changes**: Automatically reassigns orphaned tickets when agents are removed

= What happens to closed tickets? =

- **Manual closure**: Agents can close tickets at any time
- **Automatic closure**: Resolved tickets automatically close after 48 hours of inactivity
- **Reopening**: Closed tickets can be reopened by administrators
- **Customer interaction**: Customers cannot reply to closed tickets and are prompted to create new ones

= Is my data safe when uninstalling? =

By default, YES! NexlifyDesk preserves all data (tickets, replies, attachments, customer information) even after plugin deletion. You can change this behavior in NexlifyDesk > Settings if you prefer to remove all data during uninstall.

= How do internal notes work? =

Internal notes are private messages between support team members:
- Only visible to agents and administrators
- Never sent to customers via email  
- Perfect for sharing context, escalation notes, or internal updates
- Added via the "Add Internal Note" tab in the admin ticket view

= Can I customize the appearance? =

Yes, several ways:
- **CSS Styling**: Override the plugin's CSS in your theme
- **Template System**: Copy template files to your theme for structural changes
- **Settings Panel**: Customize colors, labels, and behavior options
- **Email Templates**: Full control over all notification email content and styling

== Screenshots ==

1.  **Frontend Ticket Submission Form**: Clean, professional form for customers to submit support requests with file attachments and priority selection.

2.  **Customer Ticket Dashboard**: User-friendly interface showing ticket history, status, and progress tracking.

3.  **Frontend Ticket Conversation**: Detailed ticket view with threaded conversation, attachments, and reply functionality.

4.  **Admin Dashboard**: Comprehensive ticket management interface with real-time statistics, filtering, and bulk actions.

5.  **Admin Ticket Details**: Professional single-ticket view with sidebar controls, internal notes, and conversation history.

6.  **Category Management**: Easy-to-use interface for organizing tickets with custom categories and descriptions.

7.  **Comprehensive Settings**: Extensive configuration options for email notifications, file uploads, SLA targets, and automation rules.

8.  **Agent Positions & Permissions**: Granular control system for defining agent roles and capabilities.

9.  **Email Template Editor**: Visual editor for customizing all notification emails with dynamic placeholders.

10. **Reports & Analytics**: Professional reporting dashboard with charts, metrics, and performance insights.

== Usage ==

=== Shortcodes ===

**`[nexlifydesk_ticket_form]`** - Displays the ticket submission form
*   `show_title="no"` - Hides the default "Submit a Ticket" title
*   `category="5"` - Pre-select a specific category ID
*   `priority="high"` - Pre-select priority level

**`[nexlifydesk_ticket_list]`** - Displays user's ticket history  
*   `show_title="no"` - Hides the default title
*   `status="open"` - Filter by specific status
*   `limit="10"` - Limit number of tickets displayed

=== Admin Menu Structure ===

**NexlifyDesk** (Main Menu)
*   **All Tickets**: Complete ticket management with advanced filtering and search
*   **Categories**: Create and organize ticket categories with descriptions
*   **Settings**: Configure all plugin options, automation rules, and integrations
*   **Reports**: Performance analytics, charts, and team statistics  
*   **Agent Positions**: Define custom roles and assign capabilities to team members
*   **Order History**: WooCommerce order lookup and customer information (requires WooCommerce)
*   **Email Templates**: Customize all automated email notifications
*   **Support**: Contact NexlifyLabs for assistance and feature requests

=== Ticket Statuses ===

The system uses five distinct statuses for comprehensive workflow management:

*   **Open**: New tickets awaiting initial response
*   **In Progress**: Actively being worked on by an agent  
*   **Pending**: Waiting for customer response or external action
*   **Resolved**: Issue solved, awaiting customer confirmation
*   **Closed**: Completed tickets (auto-closed after 48 hours resolved, or manually closed)

=== Agent Capabilities ===

Create custom agent positions with these granular permissions:

*   **View All Tickets**: Access to organization-wide tickets vs. only assigned ones
*   **Assign Tickets**: Ability to assign tickets to other agents  
*   **Manage Categories**: Create, edit, and organize ticket categories
*   **View Reports**: Access to analytics and performance reporting

== Customization ==

NexlifyDesk offers extensive customization options for businesses of all sizes:

**Settings Panel Configuration**
*   **Email Notifications**: Control when and how notifications are sent
*   **Default Values**: Set default priority, category, and assignment rules
*   **File Upload Controls**: Manage allowed file types, sizes, and security settings
*   **SLA Management**: Configure response time targets and breach notifications
*   **Automation Rules**: Set up auto-assignment, duplicate detection, and closure policies

**Email Template Customization**  
Complete control over all automated emails with a rich set of placeholders:
*   Dynamic content insertion with `{ticket_id}`, `{user_name}`, `{subject}`, etc.
*   HTML email support with visual preview
*   Separate templates for different notification types
*   Multi-language support with translation files

**Visual Customization**
*   **CSS Override**: Use your theme's CSS to match your brand
*   **Template System**: Copy plugin templates to your theme for structural changes  
*   **Responsive Design**: Built-in mobile optimization with customizable breakpoints

**Advanced Integration**
*   **WooCommerce**: Automatic order context and customer history
*   **Multisite Support**: Works seamlessly across WordPress networks
*   **Developer Hooks**: Extensive action and filter hooks for custom functionality
*   **REST API Ready**: Structured for future API integration

== Performance & Security ==

**Optimized Performance**
*   Intelligent caching system reduces database queries
*   AJAX-powered interface for smooth user experience  
*   Optimized database schema with proper indexing
*   Background processing for email notifications

**Security Features**
*   Nonce verification for all forms and AJAX requests
*   Proper data sanitization and validation
*   File upload security with type and size validation
*   Rate limiting to prevent spam and abuse
*   Capability-based access control throughout

**Data Management**
*   Configurable data retention policies
*   Optional data purging for old tickets
*   Database maintenance tools for administrators
*   Full export capabilities for data portability

== Changelog ==

= 1.0.0 =
*   **Initial Release**: Complete support ticketing system with comprehensive feature set
*   **Core Features**: Ticket submission, management, replies, and status tracking
*   **Agent System**: Role-based access control with custom agent positions
*   **Email System**: Fully customizable email templates with dynamic placeholders  
*   **SLA Monitoring**: Automatic response time tracking and breach notifications
*   **Automation**: Auto-assignment, auto-closure, and workflow management
*   **Security**: Comprehensive security features with rate limiting and validation
*   **Integration**: WooCommerce order history and customer lookup
*   **Reporting**: Analytics dashboard with performance metrics and charts
*   **Internationalization**: Translation-ready with multiple language packs included
*   **Internal Notes feature**: Private agent-to-agent communication within tickets, invisible to customers
*   **Duplicate Ticket Detection**: Advanced duplicate ticket detection with three-layer matching system


== Upgrade Notice ==

= 1.0.0 =
Initial release of NexlifyDesk. No upgrade steps necessary for new installations.

== Support & Documentation ==

**Getting Help**
*   **Email Support**: support@nexlifylabs.com
*   **Website**: https://nexlifylabs.com
*   **Documentation**: Comprehensive guides available on our website
*   **Community**: WordPress.org support forums

**Premium Support**
Upgrade to NexlifyDesk Pro for priority email support, advanced features, and dedicated account management.

**Feature Requests**
We actively develop NexlifyDesk based on user feedback. Submit feature requests through our support channels.

== Privacy & Data Protection ==

**Data Storage**
*   All ticket data is stored in your WordPress database
*   No information is transmitted to external servers
*   Complete control over your customer data

**Email Handling**
*   Notifications sent through your site's configured mail system  
*   No third-party email services required
*   Full compliance with privacy regulations

**Data Portability**
*   Built-in export capabilities for all ticket data
*   Standard WordPress data formats for easy migration
*   GDPR-compliant data handling and deletion options

**Security Measures**
*   Industry-standard encryption for sensitive data
*   Regular security audits and updates
*   WordPress security best practices throughout

For complete privacy policy details, visit: https://nexlifylabs.com/privacy-policy

== Uninstall Process ==

**Data Retention (Default)**
By default, NexlifyDesk preserves all your valuable support data when uninstalled:
*   All tickets and customer conversations
*   Agent responses and internal notes  
*   File attachments and customer data
*   Categories and configuration settings
*   Performance analytics and reports

**Complete Removal (Optional)**
To permanently delete all plugin data during uninstall:
1. Go to NexlifyDesk > Settings
2. Uncheck "Keep all tickets and data when plugin is uninstalled"  
3. Save settings before uninstalling

**Warning**: Complete removal permanently deletes ALL support history, customer data, and configurations. This action cannot be undone. Always backup your database before proceeding.

**What Gets Removed During Complete Uninstall**
*   All support tickets and conversations
*   Customer replies and agent responses
*   File attachments and uploaded documents
*   Ticket categories and custom settings
*   Agent positions and permission configurations
*   Email templates and notification settings
*   All analytics data and performance reports