79,00 €
TotalDesk is the only All-in-One HelpDesk solution for WordPress. Our helpdesk plugin provides all features for that, in most cases, you have to pay extra: Ticket-System, Livechat, Knowledge Base, Saved Replies and more. All in one single Plugin to provide you and your customers one single solution for the support.
TotalDesk has a built in ticket system including new ticket form, my tickets overview and custom user roles for reporters & agents.
Create frequently asked question articles and reduce your support requests with ease.
Use the built in Live Chat system to talk with customers directly and solve problems quickly.
Users want to get informed about updates on their tickets. Use Desktop or Email notifications to inform about all ticket changes.
Analyse support behaviour, what products have the most problems or where the most issues occur.
We support WooCommerce, Envato and multiple more 3rd Party vendors.
I kept trying to find something wrong with this plugin. But in the end, I could not. I was able to get rid of 3 plugins and replace it with this one: A FAQS plugin, chat plugin, and ticket plugin. Please continue supporting and updating this plugin. I intend to buy many more licenses.
zariachinelo
Very good set of features, very good and competent support.
I can strongly reccomend this plugin as, from my investigations and multiple attempts, the absolute best value for money in its category. TotalDesk is extremely effective, flexible and complete, and it is standard enough to allow customizations if and when needed.
Widevisions
There are multiple channels where customers can ask for support. Sometimes you oversee emails, miss phone calls or forget to reply to customers. This does not happen when you have a ticket system, where everything is logged. Beside that you gain informations about requests and can create a knowledge base out of these infos.
The first step in a ticket system is always the creation of the ticket.
In total there are 4 ways how a ticket can be created via our WordPress HelpDesk plugin:
Configure your custom Support Mailbox – our plugin takes care about the rest. Mails will automatically be fetched via a Cronjob. Either a new ticket or a comment (reply) will be created. Attachments can be fetched too.
There are 3 contact forms available – one for simple requests, one for Envato purchases and one for WooCommerce / Shop support. Each differs in the form fields like subject, website URL, product order, purchase code etc.
While our plugin supports a livechat with agents, everything will be tracked down as a ticket. Chats are not lost as they are saved and viewable. Furthermore users can enter the chat via a Ticket ID directly.
Of course customers can call your agents which is still widely spreaded. The good thing: Your agents can create tickets in the name of your customers within the system. Just don’t forget to tell them.
After a new ticket has come into the system, it needs to be categorized, analyzed and assigned. Then the assigned agent can take care about the ticket.
To ease your work, you are able to set some defaults. In practice you can set a default status, type, system and assigned agent. So you do not need to do this manually for each new ticket.
After the default assigned agent has received the ticket he can start his work. The agent can modify all information and reply to the reporters question.
The ticket has been set to solved by an agent and the customer is happy. But what then?
Most of the time the same question comes up again by another reporter.
So why not create a FAQ article and save the correct answer as a “saved reply”?
Simply copy the complete ticket content into a new FAQ article and place it inside your Knowledge Base.
Some people do not read FAQs and just ask the same question, but you already have answered it. With our plugin you can just copy the correct comment into a saved reply. This can later be used for all new tickets.
All ticket information is centrally available in the reports section. It is a good way to always check the reports section, where the most issues have been addressed to. Maybe one product needs a better description? Better Documentation?
Questions and support requests often repeat by different customers. That can be avoided when you have a good knowledge base. There customers can search for solutions on their own without asking your support.
With a well filled knowledge base you can reduce the amount of support issues dramatically.
Our plugin helps you to Setup your own custom WordPress Knowledge Base with ease.
Transfer a Ticket to FAQ
Tickets can easily be copied into a FAQ article. With this feature you are able to fast fill your knowledge base by creating answers based on your reporters questions.
Transfer a Ticket to FAQ
Tickets can easily be copied into a FAQ article. With this feature you are able to fast fill your knowledge base by creating answers based on your reporters questions.
With the built in live search for the knowledge base your users can easily find the right answers.
Every time a FAQ page is opened the view will be counted. This allows you to sort your articles by popularity and gives you insights about the knowledge base usage.
After a new ticket has come into the system, it needs to be categorized, analyzed and assigned. Then the assigned agent can take care about the ticket.
Every time a reporter wants to create a new ticket, our system can show suggested FAQs. This works by comparing the entered ticket subject and knowledge base.
When your users are searching for FAQs our System tracks the Keywords and how many articles for found.
Thumbs Up or Down
Users can give your articles a thumbs up or down (if enabled). You can then use this for special Widgets for most Loved FAQs.
Boxed or list layout. Masonoary or not. You can decide how you want to have your knowledge base look and feel.
TotalDesk has a built in basic Live Chat you can use to communicate with your customers. All new live chat requests are tracked as tickets, so the process stays consistent.
A livechat gives you the opportunity to solve your reporters issues within a minute.
Logged in reporters or even guests (if enabled) can start a live chat with your agents. At least an agent is online of course.
Every chat conversation will be stored in a ticket. This allows reporters to start a start for any of their tickets via the ID. Agents are able to trace & analyze chats just as a normal ticket.
When no agents are online, the reporters can still send a message via the livechat. This will result in a new simple ticket.
As an agent you will get an updated list of open chats. You can join one chat by clicking on the chat name.
Our plugin support multiple 3rd party suppliers and plugins.
Customers will see a my tickets and new ticket menu items in their “My Account” pages. From there they can vie all submitted tickets or submit a new based on:
Send ticket notifications via HTML5 Desktop or Email to inform your reporters automatically.
Reporters can also reply on emails when you enabled email piping in WordPress.
Get in depth Reports about ticket creation, usage and times until tickets are completed. You can filter by date, agent, reporter or satisfaction.
Total Ticket analytics are also available and show you the tickets by status, type, department and priority.
Get to know what your users are searching for with a built in FAQ search term tracking.
Our plugin support multiple 3rd party suppliers and plugins.
Customers will see a my tickets and new ticket menu items in their “My Account” pages. From there they can vie all submitted tickets or submit a new based on:
Implement live envato purchase code validation before customers can submit a ticket. Add custom required or optional fields for wp admin access with ease.
With our Helpdesk Plugin you are able to manage all Support request in once. Users can raise support tickets via … Mails to your Inbox a simple Form on your website a phone call to one of your agents or via Livechat All requests will be bundled in a ticket so they never get lost.
Work with Tickets and reduce future Workload By analyzing your tickets you are able to create saved replies from often answered replies. Also you are able to create your own Knowledge Base (FAQs) from tickets. This will help you to reduce future workloads, because similar issues can be solved much easier.
Also you can generate a report from your tickets to analyze where the most issues came from, when they have been created and where it may stuck.
With our Helpdesk Plugin you are able to manage all Support request in once. Users can raise support tickets via …
All requests will be bundled in a ticket so they never get lost. Work with Tickets and reduce future Workload. By analyzing your tickets you are able to create saved replies from often answered replies. Also you are able to create your own Knowledge Base (FAQs) from tickets. This will help you to reduce future workloads, because similar issues can be solved much easier.
Generate a report from your tickets to analyze where the most issues came from, when they have been created and where it may stuck.
# Changelog
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1.8.2
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- FIX: WPML attachments show multiple times
- FIX: Issue with ITalian language
- FIX: Updated phpspreadsheet
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1.8.1
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- FIX: Default agents by department not working
- FIX: Ticket exporter not working
- FIX: Downgraded PSR library
- FIX: PHP notices
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1.8.0
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- NEW: ChatGPT Support
https://imgur.com/a/eVOKLyj
- NEW: Saved replies show on ticket frontend
https://imgur.com/a/fbRXxTY
- NEW: Replaced Invisible Recaptcha Integration with Captcha By BestWebForms
https://imgur.com/a/BLnoz2U
- NEW: Paramter show_search for faqs shortcode
- NEW: PHP 8.2 support
- FIX: Email piping not working correctly for existing users
- FIX: Updated all vendor codes
======
1.7.31
======
- FIX: FAQs and settings not showing
- NEW: Disable comment notify for tickets
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1.7.30
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- NEW: User account gets generated with uniquid when email not exists, but username exists
- FIX: Load users in admin panel via AJXA
- FIX: Default agents per department not working
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1.7.29
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- NEW: FAQs are hidden too when access per topic is restricted
- FIX: PHP Notice
- FIX: Create ticket for users as agent not working
- FIX: Improved FR Translations
Thanks to barreoblique.ca
- FIX: Improved performance in backend
- FIX: Greece translation issue
======
1.7.28
======
- NEW: Topic Description shows
https://imgur.com/a/H0TJgOE
- NEW: Performance improvements
- FIX: Live chat close icon not visible
- FIX: Filter by priority in backend not working
- FIX: Performance issues
- FIX: Datatables Norwegian Language
======
1.7.27
======
- NEW: Default Reply template
https://imgur.com/a/P69JXaU
- NEW: Custom FAQ topic image icon
https://imgur.com/a/qRmiBkC
- NEW: Create custom form field types
https://imgur.com/a/a6pRP1G
- NEW: Default Auto Reply
https://imgur.com/a/d9RvnRC
- NEW: Custom text before submit button
https://imgur.com/a/6NyuEPy
- NEW: Added CSS classes to my tickets table
- FIX: POT strings missing
- FIX: Saved Replies not working
- FIX: WP recent comment widget showed ticket replies
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1.7.26.1
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- FIX: Admin bar showed for guests
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1.7.26
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- NEW: Added support for our Ultimate Tabs plugin
https://imgur.com/a/C6zr900
- NEW: Customers removed admin bar too now
- FIX: Removed the activity dashboard
======
1.7.25
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- NEW: Show all FAQs as Accordion
https://imgur.com/a/0cGbZ4O
- NEW: Show WooCommerce FAQs as accordion
https://imgur.com/a/Zr2UVHW
- NEW: Added autocomplete off to ticket forms
- NEW: User Role FAQ Access
https://imgur.com/a/QsmmUhWc
- NEW: User Role FAQ Topic Access
https://imgur.com/a/oRNHkAx
- FIX: Hidden FAQs show in WooCommerce products
- FIX: Error fixed in IT-Rechtskanzlei plugin
- FIX: Accordion icon not aligned when faq title went over 2 lines
======
1.7.24
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- FIX: Ticket reply in backend (comment form) not working
======
1.7.23
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- NEW: New field for dynamic FAQ posts widget
Dynamic Title
- NEW: Single ticket rating form
https://postimg.cc/gallery/m77sR7T
- NEW: When both Woo form options are disabled, it will
hide the first box select row
- NEW: Load saved reply in ticket backend
https://imgur.com/a/lZ2gceD
- FIX: Agents did not see own created tickets
- FIX: Flatsome fatal error by setting unset $_POST
- FIX: Added wpautop to new replies mail
- FIX: Comments closed even if option not enabled
- FIX: Security for feedback form
======
1.7.22
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- NEW: Default sort order for my tickets on ticket ID DESC
- FIX: Improved Sorting by date and ticket ID in my tickets
- FIX: Single FAQ Schema issue
- FIX: Removed tags from Schema.org data
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1.7.21
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- NEW: Added schema.org support (rich snippet data) to FAQ Archives & Pages
https://imgur.com/a/StmHFfg
- FIX: get_sites function not available
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1.7.20
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- NEW: Added Gutenberg support for all Post types
- NEW: Added 3 new parameters to faqs shortcode:
accordion
show_faq_icon
faq_columns
https://imgur.com/a/AYDTUqD
Live: https://demos.welaunch.io/wordpress-helpdesk/accordion-faqs/
- FIX: Removed Databales CDN loading
- FIX: Multisite register roles globally
======
1.7.19
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- FIX: Comments not visible when ticket closed
- FIX: Comments not showing in DIVI theme
======
1.7.18
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- NEW: Close comments when a ticket is marked as solved / closed
https://imgur.com/a/Ndim1Rw
- NEW: Updated all translations
- FIX: Updated font awesome in backend also
- FIX: Data privacy checkbox not removed when deactivated
- FIX: Removed the login URL filter as admins cant login when no page was set
======
1.7.17
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- FIX: Font awesome updated to v5
======
1.7.16
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- NEW: Dispaly Website URL in ticket frontend
- FIX: product removed after single ticket backend saved
======
1.7.15
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- NEW: WooCommerce Order & Product & Envato Item display
in single ticket page
https://imgur.com/a/3OyBsii
- NEW: Set order subjects yourself
https://imgur.com/a/Wq90R6U
- FIX: Huge performance increase when you used WooCommerce
- FIX: Website URL for woo form fields disabled by default
- FIX: Added wp_kses to message field in checkbox
- FIX: Moved Data privacy checkbox below message field
======
1.7.14
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- NEW: Data privacy checkbox for all new ticket forms (GDPR)
https://imgur.com/a/WMYWKN7
- NEW: Updated translation files
- FIX: PHP notices
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1.7.13
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- NEW: Dropped Redux Framework support and added our own framework
Read more here: https://www.welaunch.io/en/2021/01/switching-from-redux-to-our-own-framework
This ensure auto updates & removes all gutenberg stuff
You can delete Redux (if not used somewhere else) afterwards
https://www.welaunch.io/updates/welaunch-framework.zip
https://imgur.com/a/BIBz6kz
======
1.7.12
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- NEW: Advanced settings > disable font awesome loading
- FIX: JS / CSS loading when not enabled services
- FIX: From now on all shortcodes will be removed from new tickets
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1.7.11
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- FIX: User creation with empty mail / username
- FIX: Had to drop Slack Integration due to the PHP package is now maintained
Looking for another solution
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1.7.10
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- NEW: Send feedback message + satisfied to agent
https://imgur.com/a/R6u02NY
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1.7.9
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- NEW: Agents can close tickets in fronted
- FIX: PHP notice in faq post type
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1.7.8
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- NEW: Added time caching for inbox + automatically close tickets
- FIX: Custom fields not showing in single ticket
- FIX: Wrong custom field validation for Envato or
======
1.7.7
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- NEW: Big Performance Release
!! MAKE SURE YOU ARE ON LATEST VERSION OF REDUX FRAMEWORK !!
- FIX: Translations updated
======
1.7.6
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- FIX: Create ticket "not set"
- FIX: My Tickets title too long did not break
======
1.7.5
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- NEW: FAQ topics URL contains parent category in URL now
- NEW: faqs shortcode now can contain multiple categories COMMA separated
- FIX: INBOX PHP fatal error
- FIX: Single FAQ back to did not show correct last FAQ topic
- FIX: CSS issue in Flatsome with widget
- FIX: Margin missing when using fab icon
- FIX: CSS issue with not aligned items
======
1.7.4
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- NEW: Custom separate fields for WooCommerce, Simpel & Envato ticket form
- NEW: Show title in faq topics
- NEW: 2 new Options to disable / enable show topic children or categories
- NEW: Hide FAQs if subtopics exists
- NEW: Better flatsome support
- NEW: Multiple new Arguments for faqs shortcode:
topic = '',
show_topic_title = 'false',
show_back_to_parent_topic = 'false',
content = 'false',
excerpt = 'true',
link = 'true',
max_faqs = '-1',
show_children = 'false',
hide_faqs_when_subcategories_exists = 'false',
show_child_categories = 'true',
columns = $this->get_option('FAQColumns'),
order = 'ASC',
orderby = 'menu_order',
- FIX: Search icon fix in flatsome
- FIX: Wrong CSS Class for before FAQs
- FIX: Tickets in My Account of WooCommerce could not be submitted
======
1.7.3
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- FIX: Mail fetching not working when custom required fields created
======
1.7.2
======
- FIX: Added array filter for required / optional new fields
Ticket could not be created! not set!
======
1.7.1
======
- NEW: Agents can create tickets on behalf of customers in the new ticket page:
https://imgur.com/a/jr898qx
- NEW: FAQ search also searches in comments: https://imgur.com/a/exeDbm9
- NEW: Cleaned the plugin settings / moved fields
- NEW: WooCommerce FAQ integration now can use excerpt + links. Also columns can be set now:
https://imgur.com/a/ZUs6yHR
- NEW: Custom fields will also be exported in Excel file
- NEW: Topics widget can hide / show empty topics and display subcategories
https://imgur.com/a/jtskEiH
- NEW: Add / Create content before FAQs or Tickets
https://imgur.com/a/g2vlVtS
- FIX: Live Search not working in sidebar when disabled in plugin settings
- FIX: when new ticket got an error, previous filled out fields were gone
- FIX: Live chat could not be started because of custom fields missing
- FIX: Attachment lightbox hidden behind chat
- FIX: Updated POT file
======
1.7.0
======
- NEW: Custom Ticket Input Fields
You can now create custom text fields (required or optional)
within plugin settings
Example: https://imgur.com/a/nv4CKq0
- FIX: Added required attribute to input fields
======
1.6.4
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- NEW: Added support for video uploads when creating new tickets
======
1.6.3
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- NEW: Added responsive feature for my tickets table
======
1.6.2
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- FIX: Closing div missing in knowledge base shortcode
======
1.6.1
======
- FIX: Font Awesome not found issue
======
1.6.0
======
- NEW: Added support for all other attachment types
- NEW: Added security checkes for attachments
======
1.5.24
======
- FIX: Removed Gutenberg testing code
======
1.5.23
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- FIX: Ticket ID placeholder not translateable
- FIX: Update POT files
- FIX: Adding links in ticket comments showed posts / pages search
- FIX: New Ticket message form showed media upload button
======
1.5.22
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- FIX: Save custom meta box PHP error
======
1.5.21
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- FIX: Users with custom roles saw all tickets in the my tickets page
======
1.5.20
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- FIX: Responsive Issues
- FIX: Umlaute not working in username field
======
1.5.19
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- FIX: Performance Increase
- FIX: WPML for My Tickets shows other languages
======
1.5.18
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- FIX: JS not loaded due to datatables
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1.5.17
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- NEW: Order field for FAQs
- FIX: Renamed Rewrite Slug for saved replies caused post tags to 404
======
1.5.16
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- FIX: Attachments not merged
- FIX: FAQ Sidebar order by likes / dislikes
======
1.5.15
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- NEW: Moved all CDN loaded JS / CSS into this plugin folder
better for autoptimize plugin
======
1.5.14
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- NEW: You can now disable datatables and set a language
Plugin Settings > Tickets > Enable Datatables
- NEW: Attachments in Backend now also open in Lightbox
======
1.5.13
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- NEW: Facebook Messenger Support
-> Follow this link > Setting up the Plugin to get the code
https://developers.facebook.com/docs/messenger-platform/discovery/customer-chat-plugin#steps
- NEW: FAQ search now also appears on FAQ topics
- NEW: FAQ search now start at 2 chars, not 3
======
1.5.12
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- FIX: FAQ wrong output
======
1.5.11
======
- NEW: Datatables for the My Tickets page allows:
- Sorting
- Searching
- Entry Limit
- NEW: Reports can now close their own tickets
- NEW: Configure what data you want to show in the My Tickets Table:
- Show Name
- Show Date
- Show Status
- Show System
- Show Type
- NEW: Set FAQ Columns in a Topic Archive
e.g. show 2 faqs next to each other
- INFO: We will no longer develop the Desktop Notification feature (but it stays)
We developed a new plugin Fire Push: https://www.welaunch.io/fire-push/
- Background Notfications (when browser is closed)
- send notification on new ticket replies
- notfiy on new tickets created
- message on tickets updated
- FIX: Desktop Notifications
======
1.5.10
======
- NEW: Button in Live FAQ result list if more than 4 results
- NEW: Loading spinner replacing the search icon for FAQ search when typing
- NEW: FAQ Live Search does not submit on enter
- NEW: Option to set Maximum Live FAQ search results
- FIX: Removed ID from FAQ search because of duplicate ID Issue
- FIX: Added 404 Error code to wp_die function
This prevents nginx from caching while not logged in users want to see tickets
- FIX: Added higher z-index to chat trigger & message containers
======
1.5.9
======
- NEW: FAQ, Topics & Tickets are not Mobile first
Means the Title is Displayed first on Mobile (Better SEO)
- NEW: New Tickets Count in Backend (Red Badge)
- NEW: Automatically set Tickets to close / solved after X Days no comment / update was made
> See General Options
- NEW: Set a default Solved (Closed) Status in Default Settings
Used for Close Tickets after X Days
- FIX: FAQ Search Causing PHP Notice
======
1.5.8
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- NEW: Reorder Admin Panel Section alpabetically
- FIX: Removed TGM Plugin (causing too many errors)
======
1.5.7
======
- FIX: Inbox Mails, that could not be processed as a ticket will still
be marked as read, but not moved to archive folder. This prevents
infinite loop of email fetching
- FIX: Added more Email Inbox Message validations
======
1.5.6
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- NEW: Inbox will now always be fetched when logged in
- FIX: Cronjob not running
To make sure the cronjob runs you can use a plugin called WP Crontrol
======
1.5.5
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- NEW: Video about our new Automatic Reply Feature: https://youtu.be/RR77Dwvqch0
- FIX: Comments will not be checked for automatic replies when comment user is the same
as the automatic reply user. This prevents infinite loop, but also suggest you
to better create an own user for Automatic replies (like BOT)
======
1.5.4
======
- NEW: Decreased ticket avatar image
- NEW: Automatic Replies (Bot)
Saved Replies can be used for automatic replies. You need
to add tags to your saved replies. These will be matched against
words from new tickets / replies.
See Settings > Saved Replies
- FIX: Updated options texts
- FIX: Sidebar will show even when no tickets were submitted yet
- FIX: Envato Purchase code validation in Backend
- FIX: Show No agents assigned in Frontend
- FIX: CSS tweaks
- FIX: Vendor Packages updated
======
1.5.3
======
- NEW: Shortcode for FAQ Search
[[faq_search]]
======
1.5.2
======
- FIX: Finished RU Translations
- FIX: Chat on Mobile to near on the left
======
1.5.1
======
- NEW: Russian Translation added
If you have any other languages translated please send to us
- FIX: IE11 Bug with JS
- FIX: Missing Translations
- FIX: Cleaned up translations files
======
1.5.0
======
- NEW: Welcome Livechat 2.0
- Watch Demo Video: https://youtu.be/g48IW8Qe2JM
- Improved Design
- New Frontend
- New Backend for agents
- Attachment upload possible
- NEW: Hide Livechat when agents offline
- NEW: Allow Attachments in Livechat
- NEW: Filter wordpress_helpdesk_livechat_allowed
- NEW: Added Lightbox feature for Comment Attachments
======
1.4.8
======
- FIX: JS Gallery Error
- FIX: WPML issue with FAQ Widgets
======
1.4.7
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- FIX: Agent could not be updated
======
1.4.6
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- FIX: Tax Meta Class Updated
======
1.4.5
======
- NEW: Set department, type or priorty for ticket shortcode
Example: [[new_ticket departments="24,25,17" priorities="30" types="12"]]
- FIX: Updated Translations
======
1.4.4
======
- NEW: Private Notes
Add private Notes for ticktes inside the backend
- NEW: Add Media Files inside Replies in Comments
- FIX: Code Improvements
- FIX: Translations for Default Departments
======
1.4.3
======
- NEW: Assign default agents by Departments
Settings > Defaults
- NEW: FAQ Search Term Tracking (term, search counts, articles found)
See: wp-admin/edit.php?post_type=ticket&page=helpdesk-faq-terms
- NEW: Merge Tickets
See: Single Edit Ticket in WP-admin sidebar bottom
- FIX: Default post set fix
- FIX: Reporter user check removed as it caused issues with INBOX
======
1.4.2
======
- NEW: Added German Translation (status 15%)
- NEW: Added Spanish Translation (status 26%)
- FIX: translation files updated
- FIX: Ticket string not translated
======
1.4.1
======
- FIX: Only show agents, admins and shop managers in agent list
- FIX: Responsive My Tickets Page
======
1.4.0
======
- FIX: Translation for account not created
======
1.3.9
======
- FIX: Envato purchase code validation
======
1.3.8
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- NEW: Added two new actions for the new ticket form:
wordpress_helpdesk_before_new_ticket_form
wordpress_helpdesk_after_new_ticket_form
- NEW: Added French Translation
======
1.3.7
======
- FIX: Updated translations
======
1.3.6
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- NEW: New ticket message field now supports the WSYIG editor
======
1.3.5
======
- FIX: Issue where ticket comment form influenced other comment form
======
1.3.4
======
- FIX: Admin CSS issue
======
1.3.3
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- NEW: Topic Widget for Sidebar
- NEW: FAQ for WPMl Translation:
https://www.welaunch.io/helpdesk/documentation/faq/can-translate-plugin-wpml/
- FIX: Missing div in form shortcode
- FIX: My Tickets page on WooCommerce account page
- FIX: Product support in WPML environment showed all products
- FIX: custom WooCommerce order subjects filter did not work
======
1.3.2
======
- NEW: Moved type / Project directly under Department
- NEW: Created a back to my tickets button on new / view single ticket pages
- FIX: WooCommerce form was not 100% width
======
1.3.1
======
- NEW: Sidebar for my_tickets and knowledge_base now displays
automatically. This has been done, because not all themes
are able to select a custom sidebar for only 1 page
- NEW: Set a sidebar display option (none, only on FAQ OR only on Ticket pages, both)
- NEW: Option to disable the sending of login credentials for new users
- NEW: Hide FAQ topics for not logged in users
- FIX: Fix where attachments file select showed up even it was disabled
======
1.3.0
======
- NEW: IP check for FAQ likes / dislikes to avoid double votes
======
1.2.9
======
- FIX: User exists not triggers an error to login
This prevents users to create tickets for
other users
- FIX: Added livechat texts to WPML config
======
1.2.8
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- NEW: Livechat guest ticket option readded
- NEW: Livechat restyled
Differnet text align and background color between reporters & agents
- NEW: The following Livechat texts can be set in the admin panel:
Live Chat Title
Live Chat Welcome Text
Live Chat No Agents Online Text
Live Chat Button Text
- FIX: Livechat Integrations moved to Integrations Section
======
1.2.7
======
- FIX: FAQ issue
- FIX: IMAP fetching
- FIX: Dashboard PHP Notice
======
1.2.6
======
- FIX: FAQ Ajax showed the same excerpt
======
1.2.5
======
NEW: Crisp Live Chat Integration
Learn more here: https://crisp.chat/en/
NEW: PureChat Live Chat Integration
Learn more here: https://www.purechat.com/
NEW: Chatra Live Chat Integration
Learn more here: https://chatra.io
======
1.2.4
======
- NEW: Set a default priority
- NEW: Show priority in forms for reporters
- NEW: Priorities now in export
- NEW: Tickets by priority added to reports
- NEW: Tickets by Source added to reports
- NEW: Small layout review of reports page
- NEW: Added a row for grouping in Ticket-Export Excel file
- FIX: Attachments were not assigned
- FIX: Missing Translations
======
1.2.3
======
- FIX: Removed Cron after disabling Inbox
======
1.2.2
======
- NEW: PHP IMAP Extension Check
- FIX: Missing translation & POT file updated
- FIX: Removed livechat for guest users
======
1.2.1
======
- FIX: Added missing translation strings
======
1.2.0
======
- NEW: Support Rating Feedback
Ask reporters for Support feedback after a ticket has been solved
See settings > Support Rating
Rating Email: https://www.welaunch.io/helpdesk/wp-content/uploads/sites/5/2017/10/support-rating-email.png
Support Feedback: https://www.welaunch.io/helpdesk/wp-content/uploads/sites/5/2017/10/support-rating-feedback.png
Rating Overview: https://www.welaunch.io/helpdesk/wp-content/uploads/sites/5/2017/10/support-rating-overview.png
- NEW: 2 x New Report charts:
Tickets by Reporter
Tickets by Satisfaction
- NEW: Guest (not logged in user) can now use livechat
- FIX: Layout issue with avatar image in backend
- FIX: Backend Table width adjustes
- FIX: PHP notice in loggin class removed
======
1.1.5
======
- FIX: Cronjob issue
- FIX: Ticket not created when no from name was set
- FIX: PHP notice in desktop notifications
======
1.1.4
======
- FIX: Prevent admin access issue
======
1.1.3
======
- NEW: Connect FAQs to product categories (WooCommerce)
FAQs will then show up on single product pages
- NEW: Set AJAX interval for Live Chat & Desktop Notifications
to decrease server performance use
- FIX: Prevent Admin Access issue
======
1.1.2
======
- FIX: logged in error message
======
1.1.1
======
- FIX: Only 5 FAQs showed up on archive page
======
1.1.0
======
- NEW: Option to use original theme template files
Settings > Advanced Settings > Use Theme Template
Note: This will remove all custom templates!
It would be better to copy existing partials into your child theme
Tutorial: https://www.welaunch.io/helpdesk/documentation/faq/override-templates-theme-support/
- NEW: Set a sidebar position (left or right) in General Settings
- NEW: Support for invisible Recaptcha (https://wordpress.org/plugins/invisible-recaptcha/)
======
1.0.9
======
- NEW: Show specific FAQs only to logged in users
- NEW: Hide FAQs for logged in users from Knowledge Base
See Settings > Knowledge Base (on bottom)
- FIX: Slider Revolution issue
======
1.0.8
======
- NEW: option to set novalidate-cert for inbox
- FIX: Issue with My Tickets page and no tickets created so far
======
1.0.7
======
- FIX: Envato Class exists check
======
1.0.6
======
- FIX: Single FAQ only displays title when no topics are created
- FIX: Screen Reader text visibility
======
1.0.5
======
- FIX: Form 404 Errors
- FIX: Admins could not trash tickets, faqs or saved replies
- FIX: DataTables Issue
======
1.0.4
======
- NEW: Theme support improved (e.g. Dante, Bridge, Total, The7)
- NEW: Set a custom login page (settings > general)
- FIX: Added some more translation options
- FIX: breaking DIV in new ticket form
- FIX: Output buffering for shortcodes
======
1.0.3
======
- NEW: Dasboard redirect for reporters & agents
- NEW: Ticket Priorities now possible
- NEW: Renamed System / Projects to Departments
- NEW: Added POT translation file & updated DE Translations
- FIX: Ticket category color issue in backend
- FIX: Small php notices
======
1.0.2
======
- NEW: Rating System for FAQ Articles
See Options > FAQ > Enable Rating
- NEW: Disable the dislike button
- NEW: Widgets now support order by likes / dislikes
- NEW: Show single FAQs only to logged in users
======
1.0.1
======
- FIX: WooCommerce class misses options
- FIX: Menu does not show up
- FIX: after_widget args notice
- FIX: Livechat count issue
- FIX: Grant Admin all access rights
======
1.0.0
======
- Inital release
Live Chat
-> Agents see list of open chats by reporters
-> Leave message when no agents are online -> Ticket
-> Reporter needs to be logged in
-> Default Welcome Message
-> Enter chat via Ticket ID
-> Create a new chat -> new Ticket
-> Chat history stored as Ticket Comments
Ticket System
-> Inform Agents in Notifications
-> HTML WYSIWIG Comment Form
-> Attachments
-> Saved replies
-> Default Message
-> My Tickets (for reporter & agents)
-> Logging / History system
-> XLS export
-> Agents can reply to Email
-> Ticket Overview (assigned to, status in colors)
-> Set Inbox Folder
-> Set Inbox Archieve Folder
Knowledge Base
-> Widget Support
-> Most viewed / loved
-> Set a default order by
-> Custom Icon per category
-> Password Protection (can be set by WP default)
-> Multiple Layout
-> Was this helpful?
Integrations
-> Slack (https://my.slack.com/services/new/incoming-webhook)
-> WooCommerce
-> Envato
======
Future Plans
======
-> Github (https://github.com/KnpLabs/php-github-api)
-> Jira
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medyador –
I updated and the problem has been fixed. Thank you very much for your attention.
quadcode –
This WP plugin for support is exactly what I was looking for. It has everything I need and more! But what caught me off guard the most was the phenomenal support. They solved every problem I have encountered, were always polite and answered in less than 24 hours. And all that for one time low fee! If you want helpdesk for your website, buy this product!
royce75 –
It´s super easy, great UX, and it has the best features you can have for a simple ticket/helpdesk system. GREAT!
zariachinelo –
I kept trying to find something wrong with this plugin. But in the end, I could not. I was able to get rid of 3 plugins and replace it with this one: A FAQS plugin, chat plugin, and ticket plugin. Please continue supporting and updating this plugin. I intend to buy many more licenses.
Widevisions –
Very good set of features, very good and competent support.
I can strongly reccomend this plugin as, from my investigations and multiple attempts, the absolute best value for money in its category. There are a few small areas of improvement, like ANY other tool, but overall TotalDesk is extremely effective, flexible and complete, and it is standard enough to allow customizations if and when needed.
Congrats guys!
jenexler –
This plugin has all the features you need!
Great FAQ Knowledge Base, Livechat Integrations and an awesome saved reply feature.
Really like this plugin and looking for future updates 🙂
tpphost –
5 star rating for the plugin features, and the fantastic customer support I have received so far! The author has been taking my feedback into account with new updates they roll out.
sarmerchme –
works perfect…. but the documenation is just nule…