=== WP Ticket === Contributors: emarket-design Plugin URI: https://emdplugins.com Author URI: https://emarketdesign.com Donate link: https://emarketdesign.com/donate-emarket-design/ Requires at least: 3.8 Tested up to: 4.2.1 Stable tag: 2.0.0 License: GPLv2 or later License URI: http://www.gnu.org/licenses/gpl-2.0.html Tags: help, support, support ticket, ticket, email notification, user support plugin, support plugin , ticket plugin, support system, helpdesk, ticket system, ticketing system, help desk, customer service, submit tickets, CRM, ticket management, wp app studio, wpas, IMAP, POP3, incoming email, email, post by email, canned responses, quick responses WP Ticket is a very easy to use helpdesk and support ticket management system to receive, process, and respond to service requests. == Description == WP Ticket enables support staff to receive, process, and respond to service requests efficiently and effectively. For project based issue tracking and management, check out [Software Issue Manager](https://wordpress.org/plugins/software-issue-manager/) Community Edition Features
* Useful for small teams *without* organizational content access requirements.
* Open Tickets from frontend using a form.
* Open Tickets from admin on behalf of users.
* File Attachments on Tickets.
* Search Tickets from front end.
* Set Priority of a ticket.
* Set Status of a ticket.
* Set Topic of a ticket.
* Add ticket comments using standard WP commenting system.
* Recent Tickets sidebar widget.
* Recent Tickets dashboard widget.
* No content access restrictions.
* Enable/disable available form elements, display/hide captcha, and adjust element sizes in the settings page
* Incoming Email and Canned responses extensions ready
[Plugin Documentation](https://docs.emdplugins.com/docs/wp-ticket-community-documentation/) **Workflow implemented for Community edition**
1. Customer opens a ticket from frontend. The ticket status is set to "Open".
2. Admin user processes and moderates comments on the ticket using standard WP commenting system.
3. The customer can view, search and add comment for the ticket from frontend.
4. Admin user sets a resolution status to the ticket when the resolution is reached.
= Works with WPAS Extensions and Addons = [WPAS incoming email extension](https://emdplugins.com/plugins/incoming-email-extension/) * Allows tickets to be created through email (POP3/IMAP supported).
[WPAS canned responses extension](https://emdplugins.com/plugins/canned-responses-extension/) * Allows to create, categorize, and utilize predetermined responses in WPAS app comments.
* Advanced Knowledgebase plugin is coming soon.
[Premium editions](https://emdplugins.com/plugin_tag/wp-ticket/) are available:
Support Ticket - Lite Edition
* For small teams
* Community Edition features +
* Agent and Manager custom roles
* Define, categorize, tag tickets for efficient problem resolution.
* Assign responsibility and monitor resolution progress.
* Monitor service performance.
* Create custom email notifications to keep customers and employees updated
* Advanced ticket filtering
* Custom Ticket commenting; separate from posts and page comments
* Create custom reports with Visual Shortcode builder
* Internal ticket notes and more
* Incoming Email and Canned responses extensions ready
* Visually import/export from CSV files
* U.S. based support (US EST)
[Support Ticket WordPress Plugin page](https://emdplugins.com/plugins/support-ticket-professional/)
[youtube https://www.youtube.com/watch?v=uVgWZd7oGOk] WP Ticket Pro
* For small to medium size teams
* All Support Ticket Edition features +
* Custom Request Analytics Dashboard with 7 charts for performance and load insight
* Visual Shortcode builder with Analytics module - for summarizations
[WP Ticket Pro WordPress Plugin Documentation](https://docs.emdplugins.com/docs/wp-ticket-professional-documentation/)
[WP Ticket Pro WordPress Plugin Page - full demo available](https://emdplugins.com/plugins/wp-ticket-professional/) WP Ticket Enterprise
* For enterprise level support
* Most advanced and fully featured WordPress based support system
* All extensions included
* All WP Ticket Pro features +
* Todo lists for tickets
* Custom Request Analytics Dashboard with 10 charts for performance and load insight
* Relate tickets to other tickets;parent, sibling, child, duplicate
* Agent specific frontend dashboard with charts
[WP Ticket Enterprise WordPress Plugin Documentation](https://docs.emdplugins.com/docs/wp-ticket-enterprise-documentation/)
[WP Ticket Enterprise WordPress Plugin Page - full demo available](https://emdplugins.com/plugins/wp-ticket-enterprise/) > Customization using your WP App Studio ProdDev account
> WP Ticket is designed and developed using WP App Studio AUTOBAHN (4.3+) without writing a single line of PHP code. Customize it to your needs by:
> 1. [Download App signature.](https://emdplugins.com/designs/)
> 2. [Download WP App Studio.](https://wordpress.org/plugins/wp-app-studio/)
> 3. [Import App signature to WP App Studio AUTOBAHN by clicking on Import button in the app list screen](https://wpas.emdplugins.com/articles/importing-and-exporting-apps/)
> 4. [Purchase ProDev API access for full customization.](https://wpas.emdplugins.com/)
> 5. Go to WP App Studio menu Applications page Click on the app signature imported and change the *app name* and *text domain* to your ProDev *app name* and *text domain* you purchased.
> 6. Make modifications to the design and Generate your plugin.
> 7. Download/Install/Activate your plugin.
> 8. Set your ProDev license in your plugins setting page, licenses tab. You have 1 year to customize, update your plugin. After initial activation, all other updates are done through WordPress Plugin page like other WP plugins.
== Installation == The simplest way to install is to click on 'Plugins' then 'Add' and type 'Wp Ticket' in the search field. = Manual Installation Type 1 = * Login to your website and go to the Plugins section of your admin panel. * Click the Add New button. * Under Install Plugins, click the Upload link. * Select the plugin zip file from your computer then click the Install Now button. * You should see a message stating that the plugin was installed successfully. * Click the Activate Plugin link. = Manual Installation Type 2 = * You should have access to the server where WordPress is installed. If you don't, see your system administrator. * Copy the plugin zip file up to your server and unzip it somewhere on the file system. * Copy the "wp-ticket" folder into the /wp-content/plugins directory of your WordPress installation. * Login to your website and go to the Plugins section of your admin panel. * Look for "WP Ticket" and click Activate. == Screenshots == 1. Ticket Entry form can be added in a page using a shortcode 2. Search Tickets form can be added in a page using a shortcode 3. Displays Ticket single page and Recent Tickets sidebar widget on the frontend 4. Displays Ticket Edit screen in admin area 5. Displays Ticket List in admin area 6. Displays WP Ticket Pro dashboard with statistics and charts in admin area 7. Admin Settings page for WP Ticket Form customization. Advanced customisation can be done by purchasing WP App Studio ProDev access and theplugin design you want to customize; the plugin designs for all editions are available at emdplugins.com. You do not need to purchase the plugin if you need advanced customization; ProDev access and plugin design are enough. == Changelog == = 2.0.0 = * Added settings page for form customization such enable/disable fields, captcha and change field sizes * Removed unnecessary fields from the ticket list page * Made some fields optional so that they can be disabled * Fixed some minor bugs to improve stability = 1.4.0 = * Fixed unique check for tickets * Moved all js and css from cdn to local * Visitor ticket submit status changed to published * Fixed misc bugs = 1.3.0 = * Fixed untranslatable search form results view header columns * Fixed file uploads issue with file names including spaces * Fixed various compatibility issues related to other plugins = 1.2.0 = * Added the required configuration to use WPAS Canned Responses extension * Fixed Misc bugs. * TinyMCE visual editor fix for p tags = 1.1.0 = * Added the required configuration to use WPAS Incoming Email extension * Fixed Misc bugs. = 1.0.0 = * Initial release == More Info == Premium edition details: Pro Edition Features
* Designed for support teams *with* organizational content access requirements.
* Customers do not need a user account to view their ticket info and status. Customers can view all of the submitted and accepted tickets when they search using email.
* Support staff area: staff user content access is limited by self-authored tickets and tickets assigned to.
* Support manager area: manager user content access is not limited.
* Open Tickets using a responsive form from frontend.
* Search Tickets - Advanced: search tickets with search operators using ajax enabled, responsive form available only to Manager and Staff users. Available at Frontend and Backend.
* Search Tickets responsive form available to visitors, Staff and Managers. Users must know unique ticket id or ticket email address to see the content. No customer login required.
* Set Priority of a ticket. You should prioritize the ticket based on the scope and impact of the request.
* Set SLA of a ticket. An SLA (Service Level Agreement) is an agreement to meet targets for replying to the tickets by Staff members, for giving support to clients.
* Set Status of a ticket.
* Set one to many Ticket Tags.
* Set Topic of a ticket. Topics are the categories for tickets.
* Ticket Counts By Assignee By Status bar chart which can be displayed on the front end and backend WP Ticket dashboard.
* Ticket Counts By Status pie chart which can be displayed on the front end and backend WP Ticket dashboard.
* Ticket Counts By Topic pie chart which can be displayed on the front end and backend WP Ticket dashboard.
* Ticket Counts By Priority pie chart which can be displayed on the front end and backend WP Ticket dashboard.
* Ticket Counts By SLA pie chart which can be displayed on the front end and backend WP Ticket dashboard.
* Ticket Counts By Assignee By Priority bar chart which can be displayed on the front end and backend WP Ticket dashboard.
* Ticket Counts By Priority By Status bar chart which can be displayed on the front end and backend WP Ticket dashboard.
* Ticket Overview displayed in WP Ticket dashboard shows critical, pending, and in progress ticket counts.
* New Ticket notifications are sent to WP notification catch-all email when a ticket record added from backend and frontend, put in trash or deleted.
* New Ticket Comment notification. Notifications are sent when ticket response added, changed, deleted, or trashed.
* New Ticket Assigned notification. Notifications are sent to Assignee when tickets assigned to, created or deleted.
* Ticket Change notification. Notifications are sent when a ticket record added from backend, put in trash, changed, or deleted.
* Tickets Assigned to Assignee relationship displayed in admin area. One instance of Tickets can be associated with *only one* instance of Staff.
* Ticket - Response: Custom commenting attached to Tickets separates ticket comments from regular WP comments.
* Recent Tickets widget can be displayed at frontend Sidebar.
* Recent Tickets widget can be displayed at WP Ticket Dashboard.
* Ticket Comments widget can be displayed at frontend Sidebar.
* Add internal notes to tickets for staff and/or managers. Internal notes are not displayed to customers.
* Create private, password protected tickets accessed by targeted staff or customers.
* Record ticket revision history.
**Workflow implemented for Pro Edition**
1. Customer opens a ticket from frontend. No registration required.
2. The ticket is set to "Open" and a notification is sent to catch all and user email (Bcc, CC, multiple emails accepted).
3. Manager user accepts, assigns the ticket to a staff member and publishes the ticket. The assignee gets notified on ticket assignment. After ticket is published, customers can see their ticket from frontend.
4. The assignee processes the ticket adds/moderates comments. Customers and the assignee get notified on comments on the ticket.
5. The assignee sets a resolution status to the ticket after an acceptable solution is reached.
[WP Ticket Pro Plugin Documentation](https://docs.emdplugins.com/docs/wp-ticket-professional-documentation/)
[WP Ticket Pro Plugin Page - full demo available](https://emdplugins.com/plugins/wp-ticket-professional/) = Enterprise Edition Features = * Most advanced and fully featured WordPress app ever built for non-project based service request management. * For project based management see [Software Issue Manager](https://emdplugins.com/plugins/software-issue-manager-enterprise/) * Includes all features included in PRO edition plus advanced email piping, canned responses, time tracking, additional charts, and more * For enterprise level service request management with performance analytics, request analytics, and time tracking * Manager and Agent custom roles: display content based on the role a user plays in your team * Agent specific dashboards: for performance analytics and agent workload information * Responsive intuitive interface helps improve user adaptation * Advanced collaboration with latest comment filters: see a flag indicating who replied last and if customer response required * Attachment icons to indicate file type are displayed in the frontend and backend * Relate tickets to each other to find service request path. * Time Spent Per Ticket By Assignee * Time Spent By SLA * Ticket Counts By Status By Created Date Last 4 Weeks **Workflow implemented for Enterprise Edition**
1. Customer opens a ticket from frontend, no registration required.
2. The ticket is set to "Open" and a notification is sent to catch all and user email (Bcc, CC, multiple emails accepted).
3. Manager user accepts, assigns the ticket to a staff member and publishes the ticket. The assignee gets notified on ticket assignment. After ticket is published, customers can see their ticket from frontend.
4. The assignee processes the ticket: insert expected time spent, remaining time to resolution, adds/moderates comments. Customers and the assignee get notified on comments on the ticket.
5. The assignee sets a resolution status, actual time spent in to the ticket after an acceptable solution is reached.
== Upgrade Notice == = 2.0.0 = * Added settings page for form customization such enable/disable fields, captcha and change field sizes and more = 1.4.0 = * Fixed unique check for tickets, moved all cdn files to local, visitor ticket submit status changed to published = 1.3.0 = * Fixed untranslatable search form results, file uploads, and compatibility issues related to other plugins = 1.2.0 = * Added the required configuration to use WPAS Canned Responses extension = 1.1.0 = * Added the required configuration to use WPAS Incoming Email extension