HelpDesk WP has two places where tickets appear, and they do different jobs. Knowing which to use saves a lot of hunting for a reply box that is not there.
The Agent Dashboard (where you work tickets)
The Agent Dashboard is the page on your site that holds the
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shortcode. Agents who visit it see the Agent Dashboard with the ticket tabs. Click a ticket and it opens on the same page. On that ticket screen you can:- Reply to the customer with the "Reply" button, or switch to "Add internal note".
- Insert a canned response from the "Insert canned response" drop-down.
- Change Status, Priority, Department and "Assigned to" (this needs the "Change ticket status / priority / department / assignment" permission).
- Merge the ticket into another with "Merge this ticket into #:".
- Watch or unwatch the ticket, and read the "Internal Notes" and "Activity" sections.
Helpdesk > All Tickets (the admin list)
Helpdesk > All Tickets in wp-admin is the standard WordPress list. It has no reply box. Use it to:
- Search tickets by subject and message text.
- Export every ticket you are allowed to see with "Export CSV".
- Trash or delete tickets in bulk, if you have the "Delete tickets" permission.
- Open the WordPress editor for a ticket, which has the "Ticket Fields" box when the custom fields module is in use.
Quick reference
| I want to… | Go to… |
|---|---|
| Reply, add a note, change status, merge, watch | The Agent Dashboard page |
| Create a ticket for a customer | The ticket form page, using "Create on behalf of (optional)" |
| Search subject and message text, export CSV, delete in bulk | Helpdesk > All Tickets |
| Set up agents, departments and settings | The Helpdesk menu in wp-admin |
Do not use the wp-admin "Add New Ticket" screen to log tickets. It is only the bare WordPress editor, so it skips status, assignment and notification handling. See "Creating a ticket on behalf of a customer".
If you cannot find the Agent Dashboard
Someone needs to create a page with
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. See "Setting up your support pages with shortcodes". For the dashboard tabs, see "The agent dashboard, tabs and watching tickets".Still stuck? Open a ticket on the support page on ABC and a real person will help.
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