Support Ticket Extension Overview
With the Support Ticket Extension, you will be able to create, receive, and manage support tickets from your clients, within the dashboard of WP-Client.
When you first install the Support Ticket Extension, a new “Support Tickets” menu will be added to your main WP-Client sidebar. If you click onto the Support Tickets menu, you will be presented with a few different tabs.
From this tab, you will find a list of all existing tickets, where you can choose to view, sort/filter, or optionally delete any of the tickets. Additionally, you can use the “Add New” button to create a new ticket.
How to add a new ticket?
If you selected the "Create a New Ticket", you will be presented with a form with several fields, including the ticket title, description, category, type, and priority. All of these fields will be visible to the client when they view their assigned ticket, so keep that in mind when filling everything out.
Lastly, you will be able to assign the ticket to a specific Client, which will direct them to the ticket conversation. Once you click “Create Ticket”, the client will be notified of the new ticket via email, and they will be able to view and respond to the ticket in their portal (once you give them access via the shortcode discussed below).
How to view a ticket?
You can view a ticket by hovering over a column from the list of tickets. A menu that includes View and Delete Permanently will appear below the ticket title. Click on View and it will redirect you to the details of the Ticket as well as the conversation that occurred for that certain ticket.
When viewing an existing ticket, you will be able to adjust the status, priority, category, and type, as well as send a reply to the client. When sending a reply, you can type out a message manually, or you can optionally click the Response Templates link in the toolbar of the reply box. This will bring up an popup window where you can choose from any of your existing Response Templates to be automatically inserted into the message.
When viewing a ticket, if you send a response, the status of the ticket will automatically be changed to “Waiting On Client”, and the assigned client will receive an automatic email notification informing them of the reply.
Ticket Categories, in conjunction with Types, can be used to help categorize and sort/filter your tickets based on various attributes. For example, you may want to use Categories to divide tickets into different “departments” (Websites, Graphic Design, etc). Alternatively, if you are a company that offers different products, you could use Categories to separate tickets based on the product the ticket is related to.
Ticket types, in conjunction with categories, can be used to help categorize and sort/filter your tickets based on various attributes. For example, you may want to use types to divide tickets into different “channels” based on the kind of support the ticket needs such as bugs, feature requests, pre-sale questions, etc.
Response Templates allow you to pre-create “canned responses”, that you can then apply to ticket messages with a single click. This can save you a lot of time in the long run, if you consistently send the same responses to many clients over and over again.
To create a new Response Template, simply click “Add New” from the Response Templates tab. From there, you can fill out the title and content of the template, and click “Save”. While on the same page, you can also edit and/or delete any existing response templates that you may have. Once a template is saved, it will be usable when viewing a ticket by clicking the “Response Templates” link in the reply box.
Use this menu to adjust settings related to the Support Ticket Extension.
Allow Select Category
Use this setting to select whether or not you would like to allow Clients to select a category when they create/submit a new ticket. Regardless of this setting, Admins/Managers will be able to set the category of the ticket after it has been submitted.
Allow Select Type
Use this setting to select whether or not you would like to allow Clients to select a type when they create/submit a new ticket. Regardless of this setting, Admins/Managers will be able to set the type of the ticket after it has been submitted.
In addition to the options within the Support Tickets menu, you also have the ability to adjust the email notifications related to tickets, by navigating to WP-Client → Templates → Email Templates.
There will be four different email templates that you can edit. These correspond to the following:
Admin Notification of New Ticket
This email will be sent to the Admin(s) and any assigned Manager(s) when a Client creates a new ticket.
Client Notification of New Ticket
This email will be sent to the assigned Client when an Admin/Manager creates a new ticket and assigns it to the Client.
Client Replies to Ticket
This email will be sent to the Admin(s) and any assigned Manager(s) when a Client sends a reply to a ticket.
Admin/Manager Replies to Ticket
This email will be sent to the assigned Client when an Admin/Manager sends a reply to a ticket.
To know more about Email Templates, click here.
Once you have set up the Support Tickets system to your liking in the backend, all that is left to do is to give your client(s) access. This can actually be accomplished in two different ways -- whether you allow only clients to submit tickets, or if you also allow non-logged-in users to submit tickets (and simultaneously register for a client account).
To allow clients to submit tickets (and view their existing tickets), you need to insert a shortcode into the page of your choice (Start Page, Portal Page, etc). See example shortcode below:
[wpc_client_support_tickets_list empty_text="You do not have any open Tickets" /]
The “You do not have any open Tickets” text can be replaced with whatever you like (while still keeping the quotation marks). This text will be displayed to the client if they do not have any tickets currently assigned to them.
Regardless of whether the client has any tickets assigned to them, they will always see a “+ Add New Ticket” link, which they can use to submit a new ticket. When this link is clicked, the client will be taken to a separate page with a form to fill up for a new ticket.
Once the ticket is submitted, the admin/manager will be notified via email, and the ticket will be displayed in both the admin backend menu for admins/managers and the frontend support ticket list for the assigned client.
Once a client has at least one ticket assigned to them, they will see the number of the ticket as a clickable link in the support ticket list. Clicking this link will take them to a separate page, where they can view all of the previous messages in the ticket thread, change the ticket priority, and send a new reply at any time.
Alternatively, if you would like to allow non-logged-in users to submit a ticket, you need to use the below shortcode in a public-facing page/post of your choice:
This shortcode will display a very similar form as the one described above, but with an additional "Email" field. With this form, non-logged-in users can submit support tickets, and when they submit the form, a new client account will be automatically created for them using the email address they enter. The email address will be used as both their email and username. They will also be automatically sent an email notification about their new account, complete with an auto-generated password.
Additionally, if by some chance a user submits a ticket from this form using an email that is already associated with a client in your installation, that new ticket will automatically be assigned to the corresponding client, and they can then login with their existing credentials to view and response to the new ticket.