SupportCandy

Descrição

This plugin adds to WordPress the features of a complete helpdesk ticket system. Easy to configure and easy to use is our first priority.

This plugin is result of our 4+ years of experience with WP Support Plus Responsive Ticket System trusted by more than 10,000+ active users. This plugin is one step ahead in order to simplicity, functionality and extendability.

Shortcodes :

[supportcandy] - All In One support features for front-end. Page having this must be selected as support page in general setting of SupportCandy.
[wpsc_create_ticket] - Create ticket form. Can be used as contact form.

Core Features :

  • GDPR Compatible: This plugin is fully compatible with GDPR Law.
  • Unlimited Tickets: There is no limit of tickets can be created in free version.
  • Unlimited Agents: You can create any number of agents so that you can divide your workload of replying tickets.
  • Ajax functionality: Almost every functionality is Ajax based so that its operational speed is at its best.
  • Front-end & Backend interface for agents: There is no need to pay anything to give your agents ability to manage their tickets on front-end. Agent can simply access tickets from same page where users can. Lots of settings given to maintain agent view and customer view. For example, agent should see columns which customers should not see, agent filters and customer filters, default orderby for agents and customers, number of tickets agent & customer can see, etc.
  • Guest Tickets: Often users do not like to create an account to raise ticket. This is very important feature for many websites where sales comes from answering questions and you may loose potantial customers just beause some of them do not like to create account. Guest tickets is very powerful tool and most importantly, it is absolutely free.
  • File Attachments: Files can not only be attached to description of ticket but also you can create any number of custom fields of type attachment.
  • Responsive Design: It is designed to work on any possbile screen size so that you can operate anytime, anywhere. It is recommended to use full-width template for support page so that it will work smoothly.
  • HTML Editing of Tickets: Description is TinyMCE powered so that users get editor to explain things easily
  • Custom Fields: SupportCandy comes with 10 in-built custom field types – Text Field, Drop-Down, Checkboxes, Radio Button, Textarea, Date (calendar input), URL, Email, Number Only, File Attachments, etc.
  • Agent Only fields (Fields visible only to agents in ticket): These are custom fields for agents only. It is not available in ticket form but for agents use after ticket has been created.
  • Private Notes: It is available for agents to save private notes to ticket (not visible to customer). It can used as internal communication among agents in ticket.
  • Ticket Form: Customizable ticket form allows you design your ticket form as per your requirement. You can even add extra information about any field to explain more about the ticket field to the users.
  • Advanced Filter: You can filter almost anything in ticket list with its powerful advanced filter. You can save filters so that they are available just one click to apply on ticket list.
  • Email Notifications: Customizable email notification templates available for you to customize as per your requirement. You can make use of macro tags for ticket specific information which gets replaced dynamically. Also, you can set conditions (rules) to send email notifications if it is matched. Conditions include any custom field which has options such as status, category, priority; custom fields such as drop-down fields, radio button, Checkbox fields, etc.

Premium Add-Ons :

  • WooCommerce Integration – Adds Support Tab in My Account, Create Ticket from Product Page, Help button for orders, Customer can select order in ticket form, Agent can view customer orders.
  • Email Piping – Create or Reply ticket from comfort of email account. You can provide dedicated email address to your customers such as support@yourdomain.com so that they can send email which get converted to ticket to manage further. There are two types of piping available, IMAP and Gmail.
  • Canned Reply – Allows your agent to save reply which can be used in any ticket. It requires couple of click to insert reply in description.
  • Assign Agent Rules – Set conditions to assign agent automatically when new ticket is created.
  • SLA (Service Lavel Agreement) – Calculate due date based on set of rules for tickets to match. Remaining time is shown in ticket list if added SLA field to ticket list.
  • Satisfction Survey – Send an email to rate ticket based on assigned agent performance. Optionally customer can provide feedback to ticket.
  • Automatic Close Tickets – Close tickets after x days of inactivity. Sending warning email before x days of closing.
  • Usergroup – Allow group of users to access each others ticket. Useful where your customer is an agency where multiple people can raise tickets and see tickets raised by other people in same agency.
  • Agentgoup – Allows you to assign ticket to group of agents so that any agent of the group has permission to view and manage ticket just like individually assigned ticket.
  • Schedule Tickets – Create recurring tickets every x days/months from custom start date.
  • Knowledgebase Integrations – Integrates popular knowledgebase plugins for wordpress with your helpdesk.
  • FAQ Integrations – Integrates popular FAQ plugins for wordpress with your helpdesk.
  • Export Tickets – Export tickets to CSV format so that you can use it for various purposes such as generate reports.

Examples areas of use :

  • Helpdesk
  • Technical Support
  • Trouble Ticket
  • Customer Relations
  • Software Release Lifecycle Management
  • Service Request Management
  • Company, Hotel or Real Estate Service-Desk
  • To-Do List Management

Available Translations :

  • French (France)
  • German (Germany)
  • Turkish (Turkey)
  • Dutch (Netherlands)
  • Greek (Greece)
  • Italian (Italy)
  • Japanese
  • Portuguese (Portugal)
  • Portuguese (Brazil)
  • Spanish (Spain)
  • Spanish (Maxico)
  • Spanish (Argentina)
  • Chinese (China)
  • Russian
  • Polish

It is translation ready. If you are translator, you can get free access of all premium add-ons for lifetime in exchange to translating it in your language if language is not available already. Lifetime access will depend until you continue translating future strings. If interested, please contact us via our support page.

Ecrãs

  • Ticket list view
  • Create ticket
  • Open ticket view
  • Email Piping workflow (premium)
  • SLA genral settings (premium)
  • Add SLA Policy (premium)
  • SLA Policy List (premium)
  • Caneed Reply (premium)
  • Usergroups (premium)
  • Add assign agent rule (premium)
  • Assign agent rule list (premium)
  • Satisfction survey email (premium)
  • Satisfction survey feedback & rating shown in ticket (premium)
  • Satisfction survey settings (premium)
  • Agentgroups (premium)

Instalação

This plugin is almost plug and play! Click Here for basic installation instructions.

Avaliações

This is the bestTicket System

I have searched and searched for a good Ticket system for WordPress and Finally came across SupportCandy. It was easy to install and filled all the needs I needed for a support ticket sustem for my members.

Great plugin backed with solid and responsive support

After installing I asked a question on the possibilities of answering an email that was received not in the linked email address (email piping addon) but on another inbox that was forwarded to the linked email address: mail@domain01.com >fwd> mail@domain.com > import into SupportCandy. Reply to customer must show mail@domain01.com as sender/reply-to and not mail.domain.com. They immediately went to implement it and it is now an optional setting in the standard product. Later they promised to include yet another request of mine (to include shortcodes for the individual dashboard parts so to have more flexibility in designing the support page). The developers really listen and if a request seems useful for others they include it in the product. Other issues I've had have either been resolved or are pending to be resolved soon. If certain functionality is not part of the plugin and it is not deemed useful for others an offer will be made for paid customization. Answers are generally fast and relevant.

Great plugin, responsive developer

This is a great support plugin with very reasonably priced pro addons. I've emailed the developer about adding extra functionality and he's always quick to respond. One feature we needed was for ticket reply notifications, that are sent to the customer, to be sent out from the department the ticket was created in (or the address the customer sent their initial request to). No other support plugin does this, and this one didn't either, until I requested it. I've tried just about every support plugin there is and this one is the easy pick of the lot.

Great Plugin and fast support

We are using SupportCandy since a few month. Developers respond fast and often have a good solution for problems or add suggestions to their development roadmap.

Great plugin and excellent support

If you in need of a working ticket system, then you should really try this plugin It works right out of the box, just needs the normal changes on the settings, i.e. notification emails and so on. But nothing complicated I did had a small issue after updating to version 2, asked for help and just 2 hours later i was up and running again (to my own blame, i have to say that i could have saved myself contacting support, when i just looked closely inside the settings, as there was a large button, asking me to run a database update)
Ler todas as 26 avaliações

Contribuidores e programadores

“SupportCandy” é software de código aberto. As seguintes pessoas contribuíram para este plugin:

Contribuidores

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Registo de alterações

V 2.0.2 (April 19, 2019)

  • New Feature : Ticket submitted by agent or user himself option added in conditions.
  • New Feature : User Type registered or guest user option added in conditions.
  • Fix : Custom Field visibility conditions not working after v2.0.1

V 2.0.1 (April 17, 2019)

  • New Feature : Condition improvements. Now you can add conditions for all possible custom fields (text based and options based) in email notifications, SLA, Assign Agent Rules, etc.
  • Fix : Arbitrary File Upload in create/reply description image upload ( CVE-2019-11223 )
  • Fix : Reply button not visible in guest open ticket page if public ticket mode enabled
  • Fix : ID filter does not work for Spanish (Maxico) site language
  • Fix : Translation issue for Polish language

V 2.0.0 (April 4, 2019)

  • New Feature : Database performance improvements
  • New Feature : Enable/Disable file attachment for create and reply description
  • New Feature : Enable/Disable priority for customer in an individual ticket status section
  • New Feature : Enable/Disable View More for individual ticket threads
  • New Feature : All Tickets filter added in customer ticket list page
  • New Feature : Always Notify default setting
  • New Feature : All actions and filters arguments changed
  • Fix : Ticket list ordering not working for German language
  • Fix : Avada theme css conflict
  • Fix : Custom field filters not working for Non-English characters in label of a custom field

V 1.1.5 (February 13, 2019)

  • New Feature : Apperance setting for open ticket threads
  • New Feature : Add image in agent signature
  • New Feature : Setting to Enable/Disable ‘Don’t notify owner’ option in create ticket form
  • New Feature : Show open ticket thread update timing in timestap or string format
  • Fix : Css conflict with Avada theme for mobile view
  • Fix : Customers not able to save filters
  • Fix : Attachments don’t come through create ticket email notifications
  • Fix : Reset Filter not working for customers

V 1.1.4 (January 8, 2019)

  • New Feature : Setting to show or hide filters on page load
  • New Feature : Add multiple recipients(emails) while replying to ticket
  • New Feature : Vulnerability fixes
  • New Feature : Autogrow reply description field
  • New Feature : First and Last name added in Sign-up form
  • New Feature : Ticket category change notification added
  • New Feature : Ticket priority change notification added
  • New Feature : Setting to disable reply confirmation added
  • New Feature : Custom set start ticket id
  • New Feature : Browse and add images in ticket reply
  • New Feature : Setting for timestamp on ticket thread to switch between timestamp and readable format (e.g. x min ago)
  • New Feature : Setting to enable/disable toolbar options of tinymce editor
  • Fix : Start and Dazzling theme conflict
  • Fix : Attachment download issue on firefox
  • Fix : Incorrect order of ticket fields in edit popup
  • Fix : Custom field not showing updated name in ticket widget
  • Fix : Unorder list item dots not showing in ticket thread
  • Fix : Unable to remove agent signature
  • Fix : Some small bug fixes

V 1.1.3 (November 26, 2018)

  • New Feature : Public Tickets. Customers can see each other’s tickets if setting is enabled.
  • Fix : Create Ticket not working in safari browser.
  • Fix : Create Ticket not working if Description field is disabled.
  • Fix : Save filters not working for Agent role.
  • Fix : Custom fields order is not same as create ticket in open ticket.

V 1.1.2 (November 15, 2018)

  • New Feature : Google reCaptacha integration for create ticket page.
  • New Feature : Don’t Notify Owner option in create ticket page for agents to create ticket on behalf of customer.
  • New Feature : Setting to change Term & Conditions text.
  • New Feature : Add previous value of field in ticket log.
  • Fix : Css conflict with Avada theme resolved.
  • Fix : Conflict with IP Geo Block plugin resolved.
  • Fix : Ticket status does not change when support staff reply by email.
  • Fix : Advance filters are not showing in Firefox.

V 1.1.1 (October 25, 2018)

  • New Feature : Setting to disable description attachments for guest ticket form.
  • Fix : Performance improvements.

V 1.1.0 (October 19, 2018)

  • New Feature : Permanent delete ticket feature
  • New Feature : Setting to manage ticket url visibility. Ticket URL can be set to require login to see ticket content.
  • New Feature : Log out button added on ticket list action bar.
  • Fix : Performance improvements.
  • Fix : Condition rules does not work for same ticket fields.
  • Fix : Deleted ticket should not be accesible via ticket url.
  • Fix : Unable to use $ sign in ticket notification emails.
  • Fix : Add image link button hides under pop-up in agent settings.
  • Fix : Ticket status does not change for awaiting agent reply status if user reply via ticket url page in guest mode.

V 1.0.9 (October 06, 2018)

  • Fix : Conflict with some Page-Builders while saving pages.

V 1.0.8 (October 01, 2018)

  • New Feature : GDPR Compatibility. Export personal data, ananymise ticket data for erase personal request, personal data retention, setting to set whether custom field is accept personal data, etc. Export and erase feature is available in core wordpress tool for GDPR.
  • New Feature : Show unresolved ticket count on dashboard menu “Support”.
  • New Feature : Apperance setting for advance filter.
  • Fix : Attachments are not sending in email notifications.
  • Fix : Unable to create ticket on French language site.
  • Fix : Ticket widgets are not showing in some cases.

V 1.0.7 (September 15, 2018)

  • New Feature : New shortcode [wpsc_create_ticket]
  • New Feature : User registration form.
  • New Feature : Open ticket widget re-order setting.
  • New Feature : Setting to disable rich text editor for guest users.
  • New Feature : Apperance setting for login & registration form.
  • Fix : Date filter not showing correct results.
  • Fix : Create ticket validation issue on Firefox browser.

V 1.0.6 (September 07, 2018)

  • New Feature : Apperance Setting added. Now you can change custom color combinations for SupportCandy features & pages.
  • New Feature : Term & Conditions checkbox in create ticket to force customer to agree your Terms & Conditions.
  • New Feature : GDPR consent as checkbox to let customer know that you are collecting private data. He must agree to your privacy policy to create a ticket.
  • New Feature : Setting to disable reply if ticket is closed.
  • New Feature : Multiple login options. You can choose login form from Default SupportCandy, WP Login or Custom login URL.
  • Fix : Image overflow in ticket reply issue fixed.
  • Fix : Not able to remove users from agent setting if agent is deleted from WP users section.
  • Fix : Few Translation strings.
  • Fix : Close button showing even if ticket is closed.
  • Fix : Conflict with Post Type Order plugin for ticket orders.

V 1.0.5 (August 31, 2018)

  • Fix : Warning: Illegal string offset ‘page’ on support page.

V 1.0.4 (August 28, 2018)

  • New Feature : Shortcode Argurment to load default ticket list or create ticket
  • New Feature : Auto-Refresh ticket list & Refresh button in individual ticket.
  • New Feature : Priority can be made available in create ticket for client to choose. ( Default: Disabled )
  • Fix : Ticket field rename issue
  • Fix : Garbage collection for unlinked attachments.
  • Fix : Ticket widget overflow issue.
  • Fix : Date type field issues
  • Fix : Attachment link issues
  • Fix : Email Notification default subject change.

V 1.0.3 (August 20, 2018)

  • Responsive issues fixed for many themes.

V 1.0.2 (August 18, 2018)

  • CSS issues fix.
  • Reply actions for agent view is splited to show separate buttons.

V 1.0.1 (August 17, 2018)

  • Date filter fix
  • Incorrect cron command fix

V 1.0.0 (August 15, 2018)

  • Initial release.