The Support Ticket Management System for WordPress plugin is a comprehensive solution designed to transform your WordPress website into a professional-grade support ticket help management system.
With a range of advanced features, this plugin empowers you to efficiently manage customer support inquiries, enhance communication with clients, and optimize the workflow of your support team.
Support Ticket Management System for WordPress Features:
Advanced Ticket Management:
Efficiently manage support requests from clients through a robust ticket management system.
Tailored to accommodate businesses of all sizes, the Support Ticket Management System for WordPress plugin provides a structured framework to handle and resolve customer queries effectively.
Create Unlimited Agent Accounts:
Liberate your support team’s potential by generating an unlimited number of agent accounts, agent administrators, and agent groups.
This eliminates the need for extra expenses associated with per-agent charges commonly found in external help desk services.
Leverage graphical representations of reports and data to analyze your support services comprehensively.
Access visually appealing statistics pertaining to tickets, agents, groups, feedback, ratings, clients, and more, enabling you to glean insights like a seasoned professional.
Create Agent Groups:
Organize your support agents efficiently by creating agent groups. These groups can be aligned with specific ticket topics, facilitating the seamless allocation of tickets.
Assign tickets to agent groups or group administrators for efficient distribution and management. This feature is particularly valuable for streamlining support for diverse departments and topics.
User Feedback Module:
Upon resolving a ticket, solicit feedback from users through automated email requests.
Clients can assign ratings and provide comments, offering valuable insights into customer satisfaction levels and areas for improvement.
Stay informed about ticket interactions through a variety of email notifications sent directly from the plugin.
Both site administrators and ticket creators receive updates at different stages of the support process.
Tailor email notification settings through the Support Ticket Management System for WordPress plugin’s intuitive settings panel.
Automatically Assign Agents:
Simplify ticket distribution by automating agent assignments upon ticket creation.
Choose from a range of methods to assign tickets based on agent availability, topic expertise, or workload.
Whether assigning tickets to agents, agent groups, agent administrators, or group administrators, this feature ensures equitable workload distribution and optimized efficiency.
User Login & Registration Module:
Facilitate user engagement by enabling user registration, login, and password resets directly through your website.
The module incorporates robust email verification mechanisms to activate user accounts.
Both clients and agents can seamlessly manage their tickets post-login.
Multi-Level Ticket Topic Management:
Organize tickets systematically by categorizing them under various topics.
Establish multi-level hierarchical topic structures, and associate topics with agent groups to streamline automatic ticket assignments.
Ensure that tickets reach the most suitable agents or teams based on their expertise.
Map Agent Groups & Ticket Topics:
Efficiently assign tickets by mapping ticket topics to agent groups. This innovative feature enables automated ticket assignments based on the designated ticket topic, expediting the ticket resolution process and minimizing handling times.
Multilingual – Translation Ready:
Enhance accessibility by translating the Support Ticket Management System for WordPress plugin into diverse languages.
Comprehensive translation files in .po and .mo formats are included in the package, empowering you to adapt the plugin to your preferred language.
Optimize compatibility with WordPress multisite installations.
Install the Support Ticket Management System for WordPress plugin individually on each site within your multisite network, ensuring consistent support ticket management across your entire network.
Ticket Listing and Sorting:
Gain a comprehensive overview of all tickets with the ticket listing module.
Streamline ticket management by sorting tickets based on various columns in both ascending and descending order, enhancing your ability to manage and prioritize tickets effectively.
The client Can Reply Directly from Email:
Elevate user convenience by enabling clients to respond directly to tickets via email.
Clients can provide comments or replies without navigating to the website, thanks to the seamless integration of IMAP settings.
Email replies are automatically fetched and stored as ticket comments on the website.
Auto Close Tickets:
Maintain an organized ticket list by automatically marking solved tickets as closed after a predefined period.
Configure the closure timeframe according to your requirements through the Support Ticket Management System for WordPress plugin’s settings panel, ensuring that resolved tickets are efficiently managed.
Equip your website with a built-in FAQ (frequently asked questions) module.
Create and showcase question-and-answer pairs relevant to your product or website.
If users cannot find suitable answers within the FAQ section, they can seamlessly initiate new support tickets for prompt assistance.
Various User Roles:
Optimize user management and categorization with diverse user roles integrated into the Support Ticket Management System for WordPress plugin.
Assign roles such as Clients, Agents, Agent Admins, and Agent Group Admins to users, facilitating hierarchical organization and efficient support team collaboration.
Effortlessly incorporate email replies into the ticket management process through IMAP integration.
Enable ticket creators to respond to emails, with their responses automatically converted into ticket comments within the system.
Securely configure IMAP settings to facilitate seamless email-to-comment conversion.
The Support Ticket Management System for WordPress plugin empowers businesses to provide exceptional customer support through an integrated and intuitive platform.
By facilitating efficient ticket management, automating workflows, and promoting user-friendly interactions, this plugin enhances both customer satisfaction and support team productivity.