Catchers Helpdesk and Ticket system for Support

Description

If your users are confused and need help, how can you get that help to them? A help desk. Help desk software lets you accept client queries, organize them, and respond in a streamlined manner.

And the Catchers Helpdesk plugin lets you bring that functionality right into your WordPress dashboard. Try Demo how it works.

In addition to offering front-end ticket submission forms, it can also automatically convert emails into tickets. So every time someone emails support@yousupport@yoursite.com , you can automatically convert it into a ticket right in your WordPress dashboard.

What Does the Catchers Helpdesk Plugin Do?

Catchers Helpdesk sets you up with a full-service ticketing system. Users can either submit tickets from the front-end. Or, they can email you and the plugin will automatically convert those emails into tickets.

No matter how the ticket comes in, it will then show up as an active ticket in your WordPress dashboard. There, you can easily manage, respond to, or escalate any of the tickets.

Here’s everything you get with Catchers Helpdesk:

  • Front-end ticket submissions – no need for your users to use the WordPress backend.
  • Email fetching – the plugin will check an external email account and convert emails into tickets.
  • Categorize tickets – create categories or tags to assign tickets to for better organization.
  • Reply templates – easily respond to common questions with saved replies.
  • Conversation feed filtering – filtering Conversations allow you to selectively view conversation messages by author and status.
  • Client management – see each client’s support history and details.
  • Private notes – make private notes on a client’s history page to remember specific details about them.
  • Filter tickets – quickly filter tickets by topic, client, status, and more.
  • Custom fields – add custom fields to your ticket submission form if you need additional data.
  • Contact form builder – includes a tool to build your contact form (pro-feature).

Watch the video how it looks and works:

Once you activate Catchers Helpdesk, it will set you up with a handy startup wizard to get the basic details configured. First, you need to add your primary support email. This is where customers can email you questions if needed (remember, you’ll also be able to set up a dedicated front-end form).

Next, you need to configure your emails details so that the plugin can pull in tickets from your support email. You’ll need to enter your email server, port, and password. All these details are available in your hosting cPanel account.

Once you enter all of your details, the plugin lets you test the connection. Hopefully, you see a success message. That means the plugin was able to successfully connect to your email, a necessity for the cool email-to-ticket function it offers.

Finally, Catchers gives you the shortcode you’ll need to add your frontend submission form.

The plugin even pulls in the “From” name automatically to create a contact profile, which is a nice touch.

In the Settings page, you can choose how often the plugin checks for new emails. The default is one hour, but you can increase the frequency if desired. The minimum is every minute.

Other Helpdesk Settings

Finally, in the Settings tab, you can configure a number of features. Here’s some what you can configure:

  • Allow users to upload file attachments
  • Choose a default person to assign tickets to
  • Configure how often to check for incoming mail
  • Add a ticket link to notification emails so people can open the ticket in their browser
  • Enable help catcher – a small icon that lets readers easy submit ticket

Well, it’s time to see Demo and try how it works.

The key features of Pro-version:

Saved replies

Affordable and useful tool for saving you time. You can create saved reply if you answering the same question frequently. They can be utilized in any form of customer communication: from inquiry, to request, to support.

Private notes

Public comments can be read by anyone who has access to the ticket. You can also add private comments to tickets. These comments are only visible to other agents, not to the ticket requester or any other end-users. Have some fun with your team.

Custom fields

The most requested feature from our customers! Easily set up additional custom fields on any of your contact forms. Watch the video how it works.

Contact form constructor

The contact form is fully customizable. You can manage multiple contact forms there. Simple adding via shortcode. Use Google reCaptcha to avoid spam messages.

Auto reply and E-mail footer

You can set up any appropriate template for your message to a client. Make it looks good and clear and don’t forget about signature, logo or any other things.

Tickets export

You can export your tickets list to a CSV whenever you want to create custom reports or presentation for a manager.

Embed contact form

«Help Catcher» – is a simple embed code you can add to your website, which enables customers to contact you without leaving the page. Choose background, hover colors, conversation text and be prepared for a new flow of customer’s requests.

Ticket category field

You can add a ticket category field on a contact form and set up a personal manager for each category. In this case, notification about new ticket will be sent to a certain manager. It is a good option for separating tickets without any efforts.

Compatible products:

WooCommerce add-on for Catchers Helpdesk Plugin

WooCommerce add-on allows you see the whole profile of your customer. Customer lifetime value can be defined as the dollar value of a customer relationship, based on the present value of the orders future cash flows from the customer relationship. Customer lifetime value accounts as the sum of all orders from a certain customer. Learn more about WooCommerce Add-on.

E-commerce Bundle

Catchers Helpdesk PRO + WooCommerce Integration. E-commerce Bundle is a good option for new visitors: WooCommerce business, web agencies and webmasters. If you have several projects then the bundle is a smart decision.

For more information about Helpdesk products, please visit our official website.

Translations

  • English
  • Deutsch
  • Svenska
  • فارسی
  • العربية المغربية
  • Русский
  • Italiano
  • Español
  • Français
  • Português do Brasil
  • Nederlands

Screenshots

  • Ticket's list
  • Reply
  • Coversation feed
  • Private note
  • Help catcher. Embed tool for web pages (Client view)
  • Contact form (Client view)
  • Ticket's list (Client view)
  • Coversation feed (Client view)

Installation

For an automatic installation through WordPress

  1. Go to the ‘Add New’ plugins screen in your WordPress admin area
  2. Search for ‘Catchers Helpdesk’
  3. Click ‘Install Now’ and activate the plugin

For a manual installation via FTP

  1. Upload the zip file and unzip it in the /wp-content/plugins/ directory
  2. Activate the plugin through the ‘Plugins’ screen in your WordPress admin area

FAQ

Installation Instructions

For an automatic installation through WordPress

  1. Go to the ‘Add New’ plugins screen in your WordPress admin area
  2. Search for ‘Catchers Helpdesk’
  3. Click ‘Install Now’ and activate the plugin

For a manual installation via FTP

  1. Upload the zip file and unzip it in the /wp-content/plugins/ directory
  2. Activate the plugin through the ‘Plugins’ screen in your WordPress admin area
Will the Catchers Helpdesk plugin work with my themes?

Yes! Catchers Helpdesk plugin works out-of-the-box with every WordPress theme and other plugins. It works with a wide range of premium and free themes, without requiring any coding.

How can I add a contact form to my website?

In order to add a contact form to your website, please add the shortcode [ticket-form] to existing post or a page, or use an auto-created «Ticket form» page.

Does the Catchers Helpdesk plugin save the request in a database so that admin can manage it?

Catchers Helpdesk automatically builds a database, and you can view all your tickets from your admin panel by logging in. Each ticket has a status, author (contact), date and description.

How can customers log their Queries?

Catchers Helpdesk lets you catch feedback and requests directly from your website. When you create an account in Catchers Helpdesk, you automatically get support desk. All the entries submitted from the Catchers Helpdesk form, which you have embedded on your website, are automatically converted into tickets that you can start working on from your account.

Reviews

Лучший плагин из всех

Я перебрал почти все существующие плагины для вордпреса и отдельные сервисы, и везде есть проблемы.
Основные требования: Простота установки, настройки и юзабилити как для администратора, так и для пользователей сайта. Резиновый дизайн и простота управления со смартфона. И конечно уведомления на емайл как для пользователя, так и для администраторов сайта. Мультиязычность тоже хотелось.
Все и сразу я смог найти только в этом плагине.
Установил, настроил за 2 минуты, протестировал – доволен сам, пользователи моей обучающей платформы еще больше.
И тут меня еще и ждал приятный Бонус – у меня в настройках сайта из-за моего криворучия не работал компонент, я по незнанию нагрешил на плагин или конфликт плагинов. Обратился в службу поддержки Catchers Helpdesk и в течении 10 минут мне рассказали что, где и как настроить на сервере. У меня все теперь работает еще лучше.
Кто думает или ищет – выбор очевиден, ставьте этот плагин. Не только Вы сможете эффективно помогать и консультировать пользователей сайта, но и вам в случае проблем оперативно помогут!

Simply but effective

I’m glad to try out this awesome wordpress plugin and feel so safety to use it. Some advantages from this plugin I’d love:
– No more advanced settings. Everything is quite simply.
– Ticket pages (submit form and ticket list) seems work well with my current theme.

From my side, there is some suggestions for plugin author:
– Ticket list: remove ‘Your tickets’ for unused. A page title already cover it.
– Submit ticket: should have some styling for padding <input> to cover if existing theme does not have.
– Semantic code: should adding class to ticket row (in ticket table), as example ‘.ticket-closed’, or ‘.ticket-new’ to quite easy markup.
– Email: when a response has sent, it should include a link to current ticket for easy cover from user.

Once again, congrats your team for a simple but very nice WordPress ticket support.

Read all 11 reviews

Contributors & Developers

“Catchers Helpdesk and Ticket system for Support” is open source software. The following people have contributed to this plugin.

Contributors

Changelog

Version 2.4.2 – 30 October 2017

  • Change ticket list view (add contact’s tickets) 
  • Fix tickets indicator (red badge) for non-helpdesk agents
  • Add new feature: Fetching email without topic
  • Incoming email settings improvements (additional notes about error)  
  • Improved logic of notifications for non-assigned tickets

Version 2.4.1 – 5 September 2017

  • Add new ticket status: Pending (means that ticket received but not done)
  • Added new logic of adding ticket comments 
  • Fixed bug with activities for grouped elements
  • Fixed bug with ticket visualisation 
  • Fixed bug with imported emails (replies) 
  • Fixed bug with cron disappearing (email import from server) 
  • New Pro version created (set of add-ons) 
  • Attention current users! Please write us via official channel (https://mycatchers.com/support/) to set up all necessary add-ons for Free.

Version 2.4.0 – 25 July 2017

  • Fixed bug with resending links: wp-admin, wp-login
  • Fixed conflict issue with another plugin: Wp-email template
  • Fixed conflict issue with another plugin: Yoast SEO
  • Ticket’s view optimisation for e-mail fetching
  • Fixed bug with double message (ticket) sending
  • High load plugin optimisation (more than 30 000 tickets per agent)

Version 2.3.1 – 16 May 2017

  • Fixed bug with saving agent notifications
  • Fixed bug with textdomain
  • Add new updater for Pro-version.

Version 2.3.0 – 13 April 2017

  • New Add-on – Woo Commerce Integration
  • Add new feature: Option to set required fields for tags and categories
  • Fixed bug with ticket’s statuses view
  • Fixed bug with website load speed issue

Version 2.2.11 – 21 March 2017

  • Add invisible reCaptcha on the contact form
  • Fixed conflict with old version Select2 library
  • Fixed error with the Data type custom field

Version 2.2.10 – 1 March 2017

  • Fixed bug with redundant requests
  • Fixed bug with wrong email encoding
  • Fixed bug with reCaptcha view
  • Fixed bug with getting files from e-mail app.
  • Add new languages: Brazilian Portuguese, Dutch
  • Fixed conflict with Woocomposer
  • Change of ticket creating pattern.
  • Change of e-mail validation process.

Version 2.2.9 – 11 January 2017

  • Added Pro-version Updater (via WordPress admin panel)
  • Added new group of languages (Italian, Arabian, Persian, Spanish, French)
  • Added new .pot file for translation

Version 2.2.8 – 30 November 2016

  • Add new .pot file for translation
  • Fixed a bug with getting ticket via e-mail

Version 2.2.7 – 28 November 2016

  • Fix bug with the login link
  • Add new feature: Custom fieds (PRO)
  • Add new feature: Contact form constructor (PRO)

Version 2.2.6 – 31 October 2016

  • Add new feature: Create new ticket by Helpdesk manager (Pro-version)
  • Add new option for searching tickets by e-mail address
  • Updated *Pot file
  • Fixed a bug with tickets deleting
  • Fixed a bug with “Reply to” field

Version 2.2.5 – 4 October 2016

  • Fixed js-conflict on the post editing page
  • Fixed a bug with removing plugin settings menu
  • Add information on the plugin description page

Version 2.2.4 – 20 September 2016

  • German language added
  • Russian language added
  • Button color setting improved (Help Catcher)
  • Remove old plugin archive from upload folder
  • Improved attachment downloading

Version 2.2.3 – 30 August 2016

  • Added own function apache_request_headers for PHP < 5.4.0
  • Removed new user create notification (ticket author )
  • Fixed SMTP e-mail settings error
  • Removed user pages deleting after plugin deactivating
  • Fixed e-mail fetching bug for Office365
  • Fixed wrong protocol bug for embed contact form (Help Catcher)

Version 2.2.2 – 23 August 2016

  • Fixed bug during loading attachment file;
  • Improved settings page for HelpCatcher;
  • Improved plugin’s welcome page and settings pages;

Version 2.2.1 – 19 July 2016

  • New feature: E-mail notifications tracking
  • Improved tickets preview style and replies color coding scheme
  • Improved e-mail templates for better quoting compatibility

Version 2.1.3 – 21 June 2016

  • Fixed a bug with tickets archive
  • Fixed a bug in replies metabox
  • Fixed a bug with port on Incoming mail settings tab

Version 2.1.2 – 31 May 2016

  • Fixed a bug with new user creation
  • Fixed a bug with agent list caching
  • Add new option with custom user taxonomy

Version 2.1.1 – 10 May 2016

  • WordPress 3.6 compatibility
  • Fixed a bug with color settings for Help Catcher
  • Fixed a bug with macros on General settings tab

Version 2.1.0 – 26 April 2016

  • Add new option with category filter on tickets list
  • Add new option: Auto-add default assignee of ticket category
  • Add new option with mail fetching rejection
  • Fixed a bug with footer orientation

Version 2.0.2 – 19 April 2016

  • Add new feature for Help Catcher: unlimited integration with sites via source code
  • Fixed a styling issue on the Help Catcher form
  • Some changes with method of creating temporary file (PHP settings)
  • Fixed a styling issue on the Help Catcher form
  • Correct tables and forms visualization in admin area

Version 2.0.1 – 30 March 2016

  • Help Catcher – embed widget for web pages
  • Macros support for autoreply
  • Message footer template
  • Styles cleanup
  • Translation POT file cleanup
  • Minor mail setting fixes
  • CC field in conversation feed
  • Old PHP version fixes

Version 2.0.0 – 15 March 2016

  • Saved replies with macros
  • Conversation feed filtering
  • Forwarding
  • Cc and Bcc fields
  • Private notes
  • Ticket ID and status badge in title
  • Reply UI cleanup
  • Fixed SSL/TSL for email fetching
  • Fixed “Wrong email” error in “Add new contact”

Version 1.0.6 – 2 March 2016

  • Minor bug fixes and stability improvements

Version 1.0.0 – 28 January 2016

  • Initial release