=== Customer Support Ticket Help Desk Plugin - WP Ticket === Contributors: emarket-design,safiye Plugin URI: https://emdplugins.com Author URI: https://emarketdesign.com Donate link: https://emarketdesign.com/donate-emarket-design/ Requires at least: 4.5 Tested up to: 4.8 Stable tag: 5.2.0 License: GPLv2 or later License URI: http://www.gnu.org/licenses/gpl-2.0.html Tags: support, support ticket, helpdesk, help desk, customer support WP Ticket is a powerful and easy to use helpdesk and customer support ticket system. Reduce your costs and provide better customer service. == 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** * Made and supported in USA with love * Fully responsive frontend and backend * Frontend login and registration forms to limit access to support ticket search and support ticket submit forms. * Enable disable any field, taxonomy or relationship from frontend and/or backend using plugin settings * Set the page template without modifying theme template files from plugin settings for all plugin pages; sidebar on left, sidebar on right or full width. * Custom CSS area for plugin pages only (including shortcodes) modifications -- Not site-wide like others! * EMD Widget area to show sidebar widgets in individual support ticket pages * Pages created using Setup assistant upon plugin activation. * Contextual coloring in the admin area and frontend including search results * Open Support Tickets from frontend using our %100 responsive form. * NEW Agent and Manager user roles * NEW Agent single views with support ticket assigned displayed * Fully customizable optional user and admin notification emails for every new support ticket; see screenshots * Fully customizable optional agent notification emails when support tickets are assigned; 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. * Ticket List table with page navigation * Custom fields can be created and displayed in submit, search forms as well as single support ticket page. * NEW Ability to display "selected" custom fields on the frontend only * Configured to work with [WooCommerce Extension](https://emdplugins.com/plugin-features/wp-ticket-woocommerce-addon) * Configured to work with [Easy Digital Downloads Extension](https://emdplugins.com/plugin-features/wp-ticket-easy-digital-downloads-addon) supporting Software Licensing * Configured to work with [Incoming Email Extension](https://emdplugins.com/plugin-features/wp-ticket-incoming-email-addon) allowing tickets to be created through email (POP3/IMAP supported) * Configured to work with [Canned Responses Extension](https://emdplugins.com/plugin-features/wp-ticket-canned-responses-addon) allowing to create, categorize, and utilize predetermined responses in WPAS app comments. * Configured to work with [eMD CSV Import Export Extension](https://emdplugins.com/plugin-features/wp-ticket-importexport-addon) for bulk import/export from/to CSV files - [Watch video](https://www.youtube.com/watch?v=tJDQbU3jS0c) * Configured to work with [eMD Advanced Filters and Columns Extension](https://emdplugins.com/plugin-features/wp-ticket-smart-search-and-columns-addon) -- for finding filtering support tickets faster - [Watch Video](https://www.youtube.com/watch?v=JDIHIibWyR0) * Set Priority, Status, Topic of a support ticket. * Add support 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 * NEW Ability to enable/disable CSRF support for forms * WP App Studio based plugin; the plugin code can be fully customized and regenerated using its [design](https://wpappstudio.com/designs/wp-ticket-community-wordpress-plugin-design/) * Fully translatable to any language > [WordPress Customer Support Help Desk Plugin - WP Ticket Plugin Documentation](https://docs.emdplugins.com/docs/wp-ticket-community-documentation/)
> Checkout our [WordPress Customer Support Help Desk Plugin - WP Ticket Roadmap](https://trello.com/b/q161ZxG4/wp-ticket-roadmap). Vote and add your comment on new features.
WP Ticket can be used in private, public or mixed mode. For example, you can offer private support ticket submission for logged-in users, public support tickets for guests. You can also support private and public support tickets at the same time. **How to create a public support ticket system** 1- Allow setup assistant to create pages or go to any page and click WPAS button then select "submit support ticket" or "search support ticket" to insert shortcodes 2- Click Publish and enjoy **How to create a private support ticket system** 1- After creating your form pages go to plugin settings page forms tab and change Show Register / Login Form option. **Permissions to View and Access Tickets** Admin, Manager:
See all support tickets and set author on support tickets.(Create support tickets from backend on behalf of other users and visitors)
Assign support tickets to agents
View all and create agents
Agent:
View public support tickets, self authored and assigned to tickets.
Add new ticket and edit own tickets.(Create tickets from backend on behalf of other users and visitors) Subscriber:
View public support tickets and self authored tickets. Add new tickets. **Workflow implemented for Community edition** 1. Customer opens a support ticket from frontend. The support ticket status is set to "Open". Optionally, admin notification and a notification to user is sent 2. Manager user assigns support ticket to agent 3. Agent/Manager processes and moderates comments on the support ticket using standard WP commenting system. 3. The customer can view, search and add comment for the support ticket from frontend. 4. Agent/Manager user sets a resolution status to the support ticket when the resolution is reached. = EMD MailChimp Extension = Are you looking to build an email list of your customers? [MailChimp](http://www.mailchimp.com/) is one of the most affordable and most beginner friendly email marketing services. It is free as long as you send less than 12000 emails per month or have less than 2000 subscribers. Connect your support ticket form to MailChimp with our extension to grow your email list. You can map all your support ticket form fields to merge tags to have %100 control and use our advanced grouping setting for maximum engagement and results. * [Get EMD MailChimp Extension now](https://emdplugins.com/plugin-features/wp-ticket-mailchimp-addon) * [Watch EMD MailChimp Extension Video](https://www.youtube.com/watch?v=Oi_c-0W1Sdo) * [Read Our article: Improving your MailChimp email campaign effectiveness](https://emdplugins.com/articles/improving-your-mailchimp-email-campaign-effectiveness/) = Works with WPAS Extensions and Addons = [WPAS incoming email extension](https://emdplugins.com/plugin-features/wp-ticket-incoming-email-addon) * Allows tickets to be created through email (POP3/IMAP supported).
[WPAS canned responses extension](https://emdplugins.com/plugin-features/wp-ticket-canned-responses-addon) * 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-wordpress-plugin/) * Provides an easy to use, responsive, all-in-one centralized repository for information complete with integrated media and social sharing.
[WooCommerce WP Ticket extension is available](https://emdplugins.com/plugin-features/wp-ticket-woocommerce-addon)
[Easy Digital Downloads extension is available](https://emdplugins.com/plugin-features/wp-ticket-easy-digital-downloads-addon)
[EMD Active Directory/LDAP Extension](https://emdplugins.com/plugin-features/wp-ticket-microsoft-active-directoryldap-addon) -Import/update all agent information including photos (jpegPhoto and thumbnailPhoto) from Active Directory, OpenLDAP and other LDAP. [Premium editions](https://emdplugins.com/plugin-pricing/wp-ticket-wordpress-plugin-pricing) are available:
WP Ticket Pro
* For small to medium size 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
* Custom Request Analytics Dashboard with 7 charts for performance and load insight
* Visual Shortcode builder with Analytics module - for summarizations
* U.S. based support (US EST)
[WordPress Customer Support Help Desk Plugin - WP Ticket Pro WordPress Plugin Documentation](https://docs.emdplugins.com/docs/wp-ticket-professional-documentation/)
[WordPress Customer Support Help Desk Plugin - WP Ticket Pro WordPress Plugin Page - full demo available](https://emdplugins.com/plugins/wp-ticket-wordpress-plugin) 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
[WordPress Customer Support Help Desk Plugin - WP Ticket Enterprise WordPress Plugin Documentation](https://docs.emdplugins.com/docs/wp-ticket-enterprise-documentation/)
[WordPress Customer Support Help Desk Plugin - WP Ticket Enterprise WordPress Plugin Page - full demo available](https://emdplugins.com/plugins/wp-ticket-wordpress-plugin) 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 customers and admin users 9. WP Ticket Enterprise Edition is the most advanced and fully featured plugin ever built for WordPress - for enterprise level support 10. Administrative tools in the plugin settings are available 11. [Knowledge Center Enterprise Edition](https://emdplugins.com/plugins/knowledge-center-wordpress-plugin) offers the most advanced and complete knowledgebase plugin 12. Displays a ticket list in table format in the frontend 13. Most comprehensive [WooCommerce Integration](https://emdplugins.com/plugin-features/wp-ticket-woocommerce-addon) to this date 14. Custom fields support 15. Most comprehensive [Easy Digital Downloads Integration](https://emdplugins.com/plugin-features/wp-ticket-easy-digital-downloads-addon) to this date 16. Agents have their own page, can see their own tickets when logged in, get notified when a ticket is assigned to them 17. Customization directly from plugin settings without modifying theme template files. Require login/registration to access search and submit forms 18. [eMD CSV Import Export Extension](https://emdplugins.com/plugin-features/wp-ticket-importexport-addon) for bulk import/export from/to CSV files == Changelog == = 5.2.0 = * NEW Added custom JavaScript option in plugin settings under Tools tab * NEW Added container type field in the plugin settings * FIXED PHP 7 compatibility * TWEAK Updated codemirror libraries for custom CSS and JS options in plugin settings page = 5.1.0 = * FIXED WP Sessions security vulnerability * NEW Added support for EMD MailChimp extension * NEW Added support for EMD Active Directory/LDAP Extension = 5.0.1 = * FIXED Single taxonomies not getting displayed properly on edit ticket page = 5.0.0 = * NEW Added ability to set page templates for all plugin's ticket, taxonomy and archive pages. * NEW EMD Widget area to include sidebar widgets in plugin pages * NEW Ability enable/disable any field, taxonomy or ticket-assigned relationship from backend and/or frontend * NEW Ability to set page templates all plugin's ticket, taxonomy and archive pages. Options are sidebar on left, sidebar on right or full width * NEW Ability to add custom CSS in plugin's ticket, taxonomy and archive pages ONLY. * NEW Ability to limit Ticket Submit form to logged-in users only from plugin settings. * NEW Added auto-fill first name, last name and email fields in submit ticket form if user is logged in. * NEW Added ability to permanently delete plugin related data from plugin settings * NEW Added ability to recreate installation pages from plugin settings * Removed private submit and search forms since they are not necessary anymore with the introduction of frontend login/register forms = 4.8.0 = * NEW Added Agent and Manager user roles * NEW Added Ticket Assigned (Agents) and User fully customizable email notifications * NEW Added Agent single views with ticket assigned displayed * NEW Added ability to change taxonomy, ticket, agent slugs for better customization * NEW Added ability to enable/disable CSRF support for forms * NEW Added ability to display "selected" custom fields on the frontend only * FIX Form settings issue that some fields are not getting displayed * TWEAK optimized code for better performance in shared hosting = 4.2.0 = * Fixed WooCommerce product archives not getting displayed to visitors issue = 4.1.0 = * NEW Added configuration for [Easy Digital Downloads Extension](https://emdplugins.com/plugin-features/wp-ticket-easy-digital-downloads-addon) * Fixed widgets to show unordered lists of tickets * Changed single tickets grid to better support small devices * Made search results table responsive * Fixed misc minor issues = 4.0.0 = * NEW Added Ticket List in table format supporting page navigation * NEW Added configuration for [WooCommerce WP Ticket](https://emdplugins.com/plugin-features/wp-ticket-woocommerce-addon) extension * NEW Added ability to add custom fields for tickets * Misc. bug fixes = 3.2.3 = * Compatibility with WordPress 4.5 and misc. bug fixes * Fixed posts not getting displayed when the plugin is activated = 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-wordpress-plugin/) = 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-wordpress-plugin/) * 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 == = 4.0.0 = * Major improvements, custom fields, WooCommerce extension = 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