HelpDesk WP is a support desk that runs inside your own WordPress site. Customers open tickets, your team replies, and everything is stored in your own database rather than on someone else's servers.
How it works
- A customer fills in the ticket form on your support page (or emails you, if you use the Email Piping extension).
- The ticket appears in the Agent Dashboard on your site (the page holding the
Please log in to use the support desk. Log in
shortcode) and in Helpdesk > All Tickets in your WordPress dashboard. - It is routed to a department and, if you like, assigned automatically to the least busy agent.
- Your agent replies on the ticket screen of the Agent Dashboard. The customer gets an email and can follow the conversation in My Tickets on your site.
- When it is sorted, the ticket is marked Resolved or Closed.
Agents answer tickets on the front-end Agent Dashboard, not inside wp-admin. See "Where agents work tickets: the Agent Dashboard and the admin list".
What is in the core plugin
- Tickets with replies (shown oldest first), rich text, one attachment per ticket or reply, statuses, priorities, departments and tags.
- A customer portal built from shortcodes: ticket form, My Tickets, single ticket, agent dashboard, knowledge base and opening hours.
- Agent tools: internal notes, canned responses, collision warnings, autosaved drafts, agent messaging, the activity timeline and watching.
- Routing: auto-assignment, agent teams and organisations for business customers.
- Custom fields, multiple ticket forms and saved views.
- Business hours, holidays and time tracking.
- Ticket printing, private credentials for sharing logins safely, and personal email preferences.
- A knowledge base with live search and "Was this article helpful?" feedback buttons. The Helpdesk > Knowledge Base list has a "Helpful" column showing "Yes N / No N" for each article.
- An optional AI assistant that uses your own provider key.
- Tools that help you respond to personal data export and erase requests, spam protection, and screens designed to work well on mobile.
Extensions
Extra features come as separate plugins: SLA, Workflows, Reports, CSAT, Webhooks, Email Piping and Paid Support. Extensions are separate plugins you install the same way as HelpDesk WP. See "Extensions overview: SLA, Workflows, Reports, CSAT, Webhooks, Email Piping, Paid Support".
Why self-hosted
- Your customers' data stays in your own WordPress database.
- It uses normal WordPress users, roles and the Plugins screen, so there is nothing new to learn.
- Replies, internal notes and the activity timeline are stored in your own database too, in private comment types that are hidden from the normal WordPress Comments screen.
Still stuck? Open a ticket on the support page on ABC and a real person will help.
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