=== 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: 4.4.2 Stable tag: 3.2.2 License: GPLv2 or later License URI: http://www.gnu.org/licenses/gpl-2.0.html Tags: help, support, support ticket, ticket, email notification, notification, user support plugin, wordpress support, user support, user help, ticket plugin, support system, helpdesk, ticket system, ticketing system, ticketing, tickets, help desk, customer service, customer support, customer care, email support, plugin support, reply, support agent, agent, submit tickets, CRM, ticket management, wp app studio, wpas, IMAP, POP3, incoming email, email, ticket via 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** * Fully responsive frontend and backend * Public and private ticket submissions and search for all WordPress built-in users. Pages created using Setup assistant upon plugin activation. * WP App Studio based plugin; the plugin code can be fully customized and regenerated using its [design](https://emdplugins.com/designs/wp-ticket-community-wordpress-plugin-design/) * Contextual coloring in the admin area and frontend including search results * Open Tickets from frontend using our responsive form. * Fully customizable optional admin notification emails for every new ticket; see screenshots * Full upgrade path from community to enterprise editions, as your team and needs grow * Open Tickets from admin on behalf of users or visitors. * 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. * Enable/disable available submit and search form elements, display/hide captcha, make element required or optional, and adjust element sizes in the settings page * Incoming Email and Canned responses extensions ready * Fully translatable to any language * Made in USA with love [Plugin Documentation](https://docs.emdplugins.com/docs/wp-ticket-community-documentation/) WP Ticket can be used in private, public or mixed mode. For example, you can offer private ticket submission for logged-in users, public tickets for guests. You can also support private and public tickets at the same time. **How to create a private ticket system** 1- Allow setup assistant to create private pages or go to any page and click WPAS button then select "private submit ticket" or "private search ticket" to insert shortcodes 2- Click Publish and enjoy **How to create a public ticket system** 1- Allow setup assistant to create public pages or go to any page and click WPAS button then select "submit ticket" or "search ticket" to insert shortcodes 2- Click Publish and enjoy **Permissions to View and Access Tickets** Admin, Editor: See all tickets and set author on tickets.(Create tickets from backend on behalf of other users and visitors) Author: View public tickets and self authored tickets. Add new ticket and edit own tickets. Contributor, Subscriber: View public tickets and self authored tickets. Add new tickets. **Workflow implemented for Community edition** 1. Customer opens a ticket from frontend. The ticket status is set to "Open". Optionally, admin notification is sent 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.
[Knowledge Center Community Edition](https://wordpress.org/plugins/knowledge-center/) * Knowledge Center Community Edition offers easy to use and configure yet powerful panels to display FAQ, term definitions or any short content.
[Knowledge Center Enterprise Edition](https://emdplugins.com/plugins/knowledge-center-enterprise/) * Provides an easy to use, responsive, all-in-one centralized repository for information complete with integrated media and social sharing.
* WooCommerce and Easy Digital Downloads extensions are 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/) For detailed feature by feature comparison of all editions, go to one of the premium plugin pages and click "Compare" in the menu. You can also open a [support ticket](https://support.emarketdesign.com). > Customize this plugin to better meet your need
> [Customization services](https://emdplugins.com/support/) == 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. Responsive Ticket Entry form; easily created using setup assistant during plugin activation 2. Responsive Ticket Search for all users; easily created using setup assistant during plugin activation 3. Responsive ticket pages and Recent Tickets sidebar widget on the frontend. Ticket archives are disabled for privacy. 4. Ticket Edit screen in admin area 5. Ticket List in admin area with contextual coloring for taxonomies to easily locate tickets 6. WP Ticket Pro dashboard with statistics and charts in admin area; Advanced filtering, responsive frontend/backend and more 7. Admin Settings page for WP Ticket Form customization. 8. Fully customizable optional email notification screen for admin users 9. WP Ticket Enterprise Edition is the most advanced and fully featured plugin ever built for WordPress - for enterprise level support 10. Unregistered users see "You are not authorized .." message when they wanted to access private ticket submission and search areas 11. Knowledge Center Enterprise Edition offers the most advanced and complete knowledgebase plugin == Changelog == = 3.2.2 = * Added resetting of form fields after submit = 3.2.1 = * Added ability to create new public tickets or convert private tickets to public = 3.2.0 = * NEW Added ability for admin and editor users to set author of tickets allowing ticket creation by staff for users * NEW Added ticket view support for author, contributor and subscriber users; permitting logged in user tickets * Fixed minor bugs and upgraded the libraries = 3.1.0 = * NEW Added Submit Ticket page for registered WordPress users - all built-in WordPress user roles are supported * NEW Added Search Ticket page for registered WordPress users - all built-in WordPress user roles are supported = 3.0.1 = * Fix minor issues related to updating from previous version = 3.0.0 = * NEW Customizable Email notification to admin users for new tickets, * Added required field to settings page for form customization * Fixed admin settings page translation issue in which translated strings were messing up the screen structure * NEW Ticket page with responsive layout and all links are turned off for privacy * NEW Disabled ticket archives so that users can not see all tickets * NEW Contextual coloring for status, priority, and task taxonomies for frontend and backend = 2.0.1 = * Fixed the issue related to some taxonomies not displaying in the admin backend = 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 == = 3.2.2 = * Added resetting of form fields after submit = 3.2.1 = * Added ability to create new public tickets or convert private tickets to public = 3.2.0 = * Ability create tickets on behalf of users, built-in WordPress user support, and more = 3.1.0 = * Private pages for ticket submissions and search. = 3.0.0 = * Significant changes and improvements = 2.0.1 = * Fixed the issue related to some taxonomies not displaying in the admin backend = 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