Helpdesk WP

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• What HelpDesk WP is and how it works HelpDesk WP is a self-hosted support desk for WordPress: tickets, a customer portal and a knowledge base, all stored in…
• Requirements and compatibility What you need to run HelpDesk WP: WordPress 6.0+, PHP 7.4+, a working email set-up, and PHP IMAP if you…
• Installing and activating your licence How to upload HelpDesk WP, activate the plugin and enter your licence key in the License section of Helpdesk >…
• Setting up your support pages with shortcodes Build your customer portal with HelpDesk WP shortcodes: ticket form, My Tickets, single ticket, agent dashboard, knowledge base and opening…
• Where agents work tickets: the Agent Dashboard and the admin list Agents reply to tickets on the front-end Agent Dashboard page. Helpdesk > All Tickets in wp-admin is a list with…
• Quick-start checklist: your first ticket end to end A step-by-step checklist to get HelpDesk WP live: departments, an agent, an email test, then submit and answer a test…
• Statuses, priorities, departments and tags explained What each HelpDesk WP ticket status and priority means, how departments and tags work, and when status changes automatically.
• Replying, attachments and the allowed file types How to reply to tickets in HelpDesk WP, which files can be attached, the 10 MB default limit and where…
• Allowing guest tickets Let visitors open a HelpDesk WP ticket without logging in. An account is created or reused for them.
• Who can submit tickets (and why an Editor cannot) Only Subscribers, Customers, Support Agents and Administrators can open tickets. Other roles such as Editor see a notice instead of…
• Creating a ticket on behalf of a customer Log a phone call or email as a HelpDesk WP ticket for a customer using the ticket form. An internal…
• Merging duplicate tickets Combine duplicate HelpDesk WP tickets into one conversation. Replies move to the main ticket and the duplicate shows a banner…
• Searching and exporting tickets to CSV Find tickets fast in HelpDesk WP and export every ticket you can see to a CSV file from Helpdesk >…
• What customers see in My tickets A tour of what your customers see in HelpDesk WP: the ticket form, their My Tickets list, replying, and what…
• Email notifications, From address and the email health check Set up HelpDesk WP emails, choose your From name and address, and use the email health check to fix SPF,…
• Choosing which emails you receive Customers and agents can switch HelpDesk WP emails on or off, pause them until a date, and administrators control what…
• Adding Support Agents and the seven permissions Give your team the Support Agent role in HelpDesk WP and choose which of the seven permissions each agent has.
• Fixing “you do not have permission” for an administrator or agent If an administrator or agent is wrongly refused access in HelpDesk WP, resync the role capabilities and check the person…
• The agent dashboard, tabs and watching tickets Work tickets from the HelpDesk WP Agent Dashboard: the Unassigned, Assigned to me and All open tickets tabs, and how…
• Internal notes and canned responses Leave private notes for your team on a HelpDesk WP ticket and insert saved canned responses into your replies.