Is there a limit on agents?
HelpDesk WP itself does not limit how many agents you add.
Where is my data stored?
In your own WordPress database. See "Where your data lives and what happens on uninstall".
Is there a free version?
HelpDesk WP is a premium plugin.
What happens if my licence lapses?
The plugin keeps working. A lapsed licence never blocks anything; you just stop getting updates until you renew. See "Licence, updates and what happens when it expires".
Can I import from another help desk?
There is no importer. You can use the REST API to create tickets, but each one runs the normal flow, so it gets today's date and the customer may get a confirmation email. See "Developer guide: REST API, hooks and events".
Can customers email in tickets?
Yes, with the Email Piping extension. Only people with an account on your site can create tickets this way. See "Email Piping: tickets by email".
Can tickets be seen publicly?
No. Customers only see their own tickets, and organisation managers see their company's.
Does the AI assistant send replies on its own?
No. It only drafts or suggests. An agent always checks the result and clicks "Reply".
Is it GDPR-friendly?
HelpDesk WP includes tools that help you respond to export and erase requests, using WordPress's own Export and Erase Personal Data screens. Erasing anonymises rather than deletes. The AI assistant can hide email addresses and phone numbers before sending text to your provider. See "GDPR: exporting and erasing personal data".
What do I need to run it?
WordPress 6.0 or newer and PHP 7.4 or newer. Email Piping also needs the PHP IMAP extension. See "Requirements and compatibility".
Can I change the KB web address?
Yes. The address follows the slug of the page that holds
How can we help?
Can agents work from the admin screen?
Agents reply, add internal notes, merge, watch and change status on the front-end ticket screen, the page that holds
Please log in to use the support desk. Log in
. Helpdesk > All Tickets in wp-admin is a list with search, Export CSV and bulk delete, and has no reply box. See "Where agents work tickets: the Agent Dashboard and the admin list".Why can't an Editor open a ticket?
Only the Subscriber, Customer, Support Agent and Administrator roles can submit tickets. Other roles, such as Editor, Author or Contributor, see "Your account cannot submit support tickets." Use a customer account to test. See "Who can submit tickets (and why an Editor cannot)".
Still stuck? Open a ticket on the support page on ABC and a real person will help.
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