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.
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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…