Setup WordPress Helpdesk

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Helpdesk Getting Started Viewed: 8189
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After installing our WordPress helpdesk plugin we can continue setting up the basics. In your Admin Dashboard you should see the helpdesk menu (see right). If not: Make sure the Redux Framework plugin is installed!

Here we can see the following options:

  • All Tickets
  • New Ticket
  • Status
  • Types
  • Systems / Projects
  • Settings
  • Reports
Table of Contents
1. Setup Pages
2. General Settings
3. Setting Defaults
4. Setup your Inbox
5. Integrations
6. Notifications
7. Form Fields
8. Knowledge Base Settings
9. Saved Reply Settings
10. Live Chat Settings
11. Desktop Notification Settings
12. Advanced Settings

Setup Pages

Before we start setting up, we need to create 3 pages and place the below shortcodes:

  • “My Tickets” -> [ my_tickets orderby=”date” order=”DESC”]
  • “New Ticket” -> [ new_ticket type=”Simple|WooCommerce|Envato” types=”” departments=”” priorities=””]
  • “Knowledge Base” -> [ knowledge_base columns=”2″ max_faqs=”5″ orderby=”order” order=”DESC”]

Of course you can change the name of your page, the important thing is just, that the shortcode is placed there.

General Settings

After setting up the pages we can continue setting up the rest. Go into the Settings. There you can see the panel for all options. We start with the general ones:

  • Enable the Plugin
  • Choose the My Tickets page (take the one we have just created)
  • Redirect Reporters to the my tickets page if you like
  • Choose if you want to use Excel 2007 or the newer one (xlsx) for the ticket export

Setting Defaults

To ease the work you are able to set some defaults. Of course you need to create the values before setting any defaults. You can set a default ..

  • Status
  • Type
  • System
  • Agent

Now everytime a new ticket is created, the default values will be applied.

Setup your Inbox

If you have a support inbox, where your reporters can send emails to, you should set this up here. Emails will then automatically be fetched and created as ticket in your system.

Integrations

Here you can enable integrations like WooCommerce, Envato or Slack.

Envato
The Envato Integrations allows you to require a purchase Code from your users, check the support until parameter or fetch your items. Of course you need to be an author on envato. Enter your Username and your personal token (this can be found here).

WooCommerce
When you enable the WooCommerce integration all your customers will see a “my-tickets” & “new ticket” tab in their account dashboard. New tickets will be splitted in “Order”, “Product” & “Other” issue.

Slack
With the Slack Integration you can send ticket notifications directly into one of your Slack channels. Customize what notifications you want to send to Slack, setup a channel and a custom icon if you like.

Notifications

One big part is the Email Notification to keep your reporters or agents up to date. Like the slack notifications you can set what information should be sent out and to whom. In total there are 4 notification types:

  • New Ticket created
  • Status Changed
  • Comment added
  • Assigned agent changed

After setting up the notification types, you can setup some defaults for the mail notification like Name, Logo and Email. The reply to mail should be the same as your Inbox (if you use it).

Form Fields

 

All fields for the ticket forms are customizable except the subject & message as they are required to create a ticket. In total there are 3 different forms:

  • Simple Form (for all issues)
  • Envato Form (for special Envato items, where e.g. a purchase Code is required)
  • WooCommerce Form (for orders, products etc.)

You can use all 3 or just one depending on what you need. To setup a new ticket form you can use the shortcode [ new_ticket type=”Simple|WooCommerce|Envato” types=”” departments=”” priorities=””] and in addition you can setup the type ]

Knowledge Base Settings

When you enable the Knowledge Base a new menu type will be shown after reloading the admin panel called “FAQs”. Here you can create FAQs & Topics, what will be rendered within the [ knowledge_base columns=”2″ max_faqs=”5″ orderby=”order” order=”DESC”] shortcode. Moreover you can enable the FAQ search and choose a layout (boxed or list).

Saved Reply Settings

When you enable saved replies you will see a blue button on ticket comments called “create saved reply”. This copies the entire comment into a new saved reply, that can be used for later replies.

When creating a comment our plugin checks the ticket content and tries to find “suggested replies” based on keywords automatically.

Live Chat Settings

Enabling the live chat will result in showing the livechat on the bottom right of all your pages. It is very important to know, that all chat conversations will be saved as a ticket for later reports etc.

Desktop Notification Settings

Desktop notifications, when enabled, will popup the first time a user visits your site and ALWAYS when a new comment has been added on a reporters ticket.

Advanced Settings

In the advanced settings you can modify the Mail Notification template, add some custom CSS or custom Javascript.

42 thoughts on “Setup WordPress Helpdesk”

  2. paul says:

    Hi
    I am unable to get cookie policy to pop up or see page where you can navigate to tools in one place whatever you call it,do i need to creat another page and add them all to it did,nt see this in set up i’ve had to put site into mainteance mode! at present.

    Reply
  3. Colin says:

    Hi,

    Does the plugin allow for the following styling options?
    pop-up:
    – fonts of texts and button-texts
    – colors of buttons
    – shapes of buttons
    privacy centre
    – fonts
    – colors of icons and buttons
    – shapes of icons and buttons

    Kind regards,
    Colin

    Reply
  4. Panos Koukouzelis says:

    Hi i built a mobile app for android and ios with flutter. I have integrate flutter with firebase for push notifications. i want to send the notifications directly from my wordpress site. is it possible with your plugin? and if yes you offer support?

    Reply
  8. mrpixel says:

    I’m trying to set up the plugin, but when I need to select the pages, it seems that it can’t find the newly created pages. Can you please help me out with this?

    Reply
    • WeLaunch says:

      We have a page caching mechanism. Please check back a few hours later, then the pages will apper.

      Reply
  10. Bernd says:

    Reporters cannot see their own tickets at my place. Reporters get an error message that the LInk does not exist when they click on a link in the table in the “My Tickets” page. What are we doing wrong?

    Reply
  11. Simone says:

    I created the “New Ticket Page”, I paste the shortcode inside and from Panel I choose the right page but I see only the shortCode inside my WP page.

    Reply
  13. Murray says:

    Hey. A note that in the Setup Pages section above, there is a space after the opening [ in the shortcodes. It did not work till I removed it.

    Reply
      • murray chapman says:

        Just a suggestion but if you replace ‘[ my_tickets’ with ‘&lsqb;my_tickets’, it renders the same way and copies to the clipboard as a square bracket.
        Using the HTML character entity &lsqb; instead of [ won’t be recognised as a shortcode so it will display as text.

        Reply
  15. Ram says:

    How the agents would access the tickets assigned to them? Email is sent out to the agent once the ticket created, but I don’t see a way to directly access the tickets on the web site.

    Reply
    • Daniel says:

      Agents can see tickets either in the my tickets frontend page or in the backend of your site. Note they only see tickets, that are assigned to them.

      Reply
  16. kenneth van velthoven says:

    Hello, I created a support ticket for you. When I log in to the account I don’t have the option to see or create new tickets. We just purchased the product and run in several issues and questions. Thanks.

    Reply
  18. Felipe says:

    Hello.
    I like your Helpdesk plugin, it works for the needs of a project in our agency. Before submitting it to my boss, I have some questions:
    1. How do I create two different “New Ticket” forms, with different and customized input fields? I.E.: “Form A” will be working on an open page for the general public; “Form B” will work on restricted access to the website, for staff members to log in and submit tickets.
    2. Can I set up the “New ticket” page integrated with an external form solution, like Gravity-Forms? I will need that in order to create conditional input fields.

    Looking forward to hearing from you.
    Thank you.

    Reply
  19. samadou ouro agorouko says:

    The plug-in documentation is not detailed enough. The inbox configuration part is not clear. And I’ve already submitted a support ticket a while ago with no response.

    Reply
  22. diego gonzalez says:

    I’ve created 4 departments for 4 different users, but the “Default Agents By Department” isn’t showing any departments on my backend. What should I do?

    Reply
  24. David Oluwatosin says:

    Hello, I just enabled the Live chat but it is not showing the livechat on the bottom right of the pages

    Reply

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  • Table of Contents
    1. Setup Pages
    2. General Settings
    3. Setting Defaults
    4. Setup your Inbox
    5. Integrations
    6. Notifications
    7. Form Fields
    8. Knowledge Base Settings
    9. Saved Reply Settings
    10. Live Chat Settings
    11. Desktop Notification Settings
    12. Advanced Settings

  • Topics

  • Popular FAQs Helpdesk Getting Started