🎫 Tickzo - Documentation

Professional support ticket system for WordPress. Manage customer requests efficiently and professionally.

📑 Table of Contents

1. Introduction

Welcome to Tickzo! Tickzo is a professional support ticket system for WordPress that helps you manage and respond to customer requests efficiently.

What is Tickzo?

Tickzo transforms your WordPress website into a full-featured support center. Customers can create tickets, track their status, and communicate with your support team – all directly on your website.

✉️ Unlimited Tickets

Create and manage unlimited support tickets without restrictions.

📂 Categories

Organize tickets with custom categories for better overview.

🎯 Priorities

Set priorities (Low, Normal, High) to prioritize important requests.

📧 Email Notifications

Automatic notifications for new tickets and replies.

2. Installation & Activation

Installation

  1. Log in to your WordPress backend
  2. Navigate to Plugins → Add New
  3. Search for "Tickzo"
  4. Click Install Now
  5. Click Activate
✅ Successfully installed! After activation, you'll find Tickzo in the WordPress menu on the left side.

Manual Installation

  1. Download the Tickzo ZIP file
  2. Go to Plugins → Add New → Upload Plugin
  3. Select the ZIP file and click Install Now
  4. Activate the plugin after installation

3. Getting Started

Basic Configuration

After installation, you should complete the following steps:

1. Configure Email Settings

Go to Tickzo → Settings and configure:

  • Admin Email: The email address to receive notifications
  • Email Notifications: Enable notifications for new tickets

2. Create Categories

Create categories under Tickzo → Categories, e.g.:

  • Technical Support
  • General Questions
  • Billing Questions
  • Feature Requests

3. Embed Frontend Form

Add the shortcode [tickzo_submit_form] to a page so customers can create tickets.

💡 Tip: Create a dedicated "Support" page and add the shortcodes there.

4. Ticket System

Managing Tickets

Under Tickzo → All Tickets you'll see an overview of all support tickets.

Ticket Status

  • Open: New, unprocessed tickets
  • Pending: Tickets waiting for customer response
  • Closed: Completed tickets

Replying to Tickets

  1. Click on a ticket in the overview
  2. Read the customer request
  3. Scroll down to the reply field
  4. Enter your response
  5. Optionally select a new status
  6. Click Add Reply
📧 Automatic Notification The customer automatically receives an email notification about your reply.

Creating Tickets (Backend)

You can also create tickets for customers in the backend:

  1. Go to Tickzo → New Ticket
  2. Select the user
  3. Enter subject and message
  4. Select category and priority
  5. Click Create Ticket

5. Categories

Creating Categories

Categories help you organize tickets and find them faster.

  1. Go to Tickzo → Categories
  2. Enter a name (e.g. "Technical Support")
  3. Optionally add a description
  4. Choose a color for the category
  5. Click Add Category

Managing Categories

In the category overview you can:

  • Edit categories
  • Delete categories
  • See the number of tickets per category
⚠️ Warning: When you delete a category, the associated tickets are not deleted but marked as "Uncategorized".

6. Settings

Under Tickzo → Settings you'll find the following options:

Email Settings

  • Admin Email: Email address for notifications about new tickets
  • Enable Email Notifications: Turns notifications on/off

Display Settings

  • Tickets per Page: Number of tickets displayed in the frontend (default: 10)

Guest Tickets

  • Allow Guest Tickets: Allows non-logged-in users to create tickets
💡 Recommendation: For better traceability, we recommend disabling guest tickets and requiring users to register.

7. Shortcodes

Tickzo provides several shortcodes for frontend integration:

Ticket Form

[tickzo_submit_form]

Displays a form where customers can create new tickets.

Ticket List

[tickzo_tickets]

Displays a list of all tickets for the logged-in user.

Single Ticket

[tickzo_ticket id="123"]

Displays a specific ticket with all replies.

Example: Creating a Support Page

  1. Create a new page: Pages → Add New
  2. Title: "Support"
  3. Content: 
    <h2>My Tickets</h2>
[tickzo_tickets]

<h2>Create New Ticket</h2>
[tickzo_submit_form]
  4. Publish the page

8. FAQ

How many tickets can I create?

With Tickzo Free you can create unlimited tickets. There are no restrictions.

Can customers see their own tickets?

Yes, logged-in users can see and manage their own tickets via the shortcode [tickzo_tickets].

How can I filter tickets by priority?

In the backend overview you can filter tickets by status, category, and priority.

Are emails sent automatically?

Yes, if you've enabled email notifications in the settings, emails are automatically sent for:

  • New tickets (to admin)
  • New replies (to customer)
  • Status changes (to customer)

What's the difference between Free and Pro?

Tickzo Free provides all basic features for a support ticket system. Tickzo Pro extends this with:

  • Multi-agent management
  • Advanced priorities & SLA tracking
  • Custom email templates
  • Internal notes
  • Automatic ticket assignment
  • Custom fields
  • Canned responses
  • Advanced reports & analytics
  • Customer satisfaction surveys
  • Knowledge base
  • Agent portal (frontend)
  • WooCommerce integration
🚀 Upgrade to Pro Interested in advanced features? Upgrade now

9. Support

Where can I get help?

If you have questions or problems, the following resources are available:

📚 Documentation

This comprehensive documentation answers most questions.

💬 Community Support

Ask questions in the WordPress.org support forum.

Go to forum →

🐛 Bug Reports

Report bugs or issues directly to our team.

Report bug →

⭐ Feature Requests

Suggest new features you'd like to see.

Suggest feature →

Premium Support

As a Tickzo Pro customer you receive:

  • ✅ Priority email support
  • ✅ Faster response times (24-48 hours)
  • ✅ Direct access to the developer team
  • ✅ Help with custom modifications
Thank you for using Tickzo! We hope Tickzo helps you provide professional support service. If you have questions or feedback, we'd love to hear from you!