NanoSupport

Description

Create a fully featured Support Center within your WordPress environment without any third party system dependency, for completely FREE of cost.

No 3rd party support ticketing system required, no external site/API dependency, simply create your own fully featured Support Center within your WordPress environment, and take your support into the next level.

It has built-in Knowledgebase that is integrated to put generalized information for public acknowledgement.

What is it?

The plugin is to provide support to your users – the users those are taking product or services from you. So the plugin provides a manageable communication privately in between you and your that specific user only. Visit the ‘Installation’ tab for more details on how to use the plugin.

Features

  • OnActivation setup
  • Smart templating for nice theme support
  • Smartly designed Support Center
  • Completely Private ticketing
  • Ticket submission with registration
  • Ticket submission with login (Beta Feature)
  • Rich Text editor for new ticket
  • Auto generate user account’s username on ticket submission (if chosen)
  • Auto generate user account’s password on ticket submission (if chosen)
  • Knowledgebase (optional)
  • Knowledgebase content categories
  • Copy ticket content into Knowledgebase document
  • Ticket departments
  • Make agent from registered users
  • Assign ticket to an agent
  • Change ticket status (Pending, Open, Under Inspection, Solved)
  • Set support priority (Low, Medium, High, Critical)
  • Reply ticket from admin panel
  • Reply ticket from front end
  • ReOpen closed ticket
  • Internal Notes in-between support teams
  • Shortcode-enabled pages (installed on plugin activation, but modifiable)
  • Settings page (WP Settings API)
  • Support Seeker user role and privileges
  • Dashboard widget with current status in charts
  • Dashboard widget with recent activity
  • Dashboard widget with personal status for Agents in charts
  • Dashboard widget with necessary instruction and links for Support Seekers
  • Add ticket on behalf of other user (admin end)
  • Customizable HTML Email template
  • Email notification to admins on new ticket submission
  • Email notification to Support Seeker on account creation on ticket submission
  • Email notification to Support Seeker on ticket reply
  • Email notification to Support Agent on ticket reply
  • NanoSupport page-to-page navigation and page-wise notices (on demand)
  • Complete data deletion on uninstallation (if chosen)
  • 100% Translation-ready and automatic translation enabled
  • Fully responsive and Mobile devices friendly
  • Clean and well commented and well documented code

Contribute

NanoSupport is an Open Source and GPL licensed Free plugin. Feel free to contribute.

Translation

The plugin is completely translation-ready. You can find the .pot file under i18n/languages/ if you want to translate in your own way. But you can translate it easily from here in Translate NanoSupport.

Or, you can use software like POEdit (‘cross-platform) or EasyPO, and using the plugins’ .pot file you can easily translate the plugin locally.

Connect with NanoSupport team

Screenshots

  • NanoSupport | Support Desk (front end)
  • NanoSupport | Support Tickets (back end)
  • NanoSupport | Submit Ticket page for Visitors
  • NanoSupport | Fully featured Settings page for complete customization
  • NanoSupport | Knowledgebase
  • NanoSupport | Ticketing at a glance with NanoSupport dashboard widget
  • NanoSupport | Customizable HTML email template
  • NanoSupport | Easy navigation, and notification for easy ticketing using Admin bar

Installation

Automatic Installation

  1. In WordPress Plugins page, search for NanoSupport
  2. Install and activate the plugin
  3. Get to the plugin\’s ‘Settings’ page, and set up the plugin as your choice
  4. Wait for your first ticket

Manual Installation

  1. Visit the plugin page at: https://wordpress.org/plugins/nanosupport
  2. Hit the Download button to download the .zip file
  3. Unzip the archive and cut/paste the folder to /wp-content/plugins/ directory
  4. From admin ‘Plugins’ page, activate NanoSupport plugin
  5. Get to the plugin\’s ‘Settings’ page, and set up the plugin as you like
  6. Wait for your first ticket 🙂

How to Use

  1. Provide the ‘Submit Ticket’ page\’s URL to your menu link, and ask for Support tickets from your users (Use ‘Settings’ page for necessary settings)
  2. When the user submits ticket you will be notified via email (as per your ‘Settings’)
  3. You can find the tickets in the ‘Support Desk’
  4. You can organize your tickets per department
  5. You can read the ticket in details and can answer from both front-end and admin-end
  6. As the tickets are completely private, for public information that you want to share with your users, you can use ‘Knowledgebase’
  7. You can organize Knowledgebase docs in categories
  8. And you have many flexibilities (and many more yet to come…) using the plugin\’s ‘Settings’ page

FAQ

Installation Instructions

Automatic Installation

  1. In WordPress Plugins page, search for NanoSupport
  2. Install and activate the plugin
  3. Get to the plugin\’s ‘Settings’ page, and set up the plugin as your choice
  4. Wait for your first ticket

Manual Installation

  1. Visit the plugin page at: https://wordpress.org/plugins/nanosupport
  2. Hit the Download button to download the .zip file
  3. Unzip the archive and cut/paste the folder to /wp-content/plugins/ directory
  4. From admin ‘Plugins’ page, activate NanoSupport plugin
  5. Get to the plugin\’s ‘Settings’ page, and set up the plugin as you like
  6. Wait for your first ticket 🙂

How to Use

  1. Provide the ‘Submit Ticket’ page\’s URL to your menu link, and ask for Support tickets from your users (Use ‘Settings’ page for necessary settings)
  2. When the user submits ticket you will be notified via email (as per your ‘Settings’)
  3. You can find the tickets in the ‘Support Desk’
  4. You can organize your tickets per department
  5. You can read the ticket in details and can answer from both front-end and admin-end
  6. As the tickets are completely private, for public information that you want to share with your users, you can use ‘Knowledgebase’
  7. You can organize Knowledgebase docs in categories
  8. And you have many flexibilities (and many more yet to come…) using the plugin\’s ‘Settings’ page
Q: Is there any User Guide to using NanoSupport?

A: Yes, please consult the NanoSupport User Guide.

Q: How to install the Plugin?

A: Please visit the plugin\’s Installation page to get the details.

Q: How to set up the Plugin?

A: After activation you can get the ‘NanoSupport’ admin menu on the left, and under that menu page, you will get the ‘Settings’ page to set the plugin as your choice.

Q: What are the shortcodes?

A: On installation the plugin will automatically create its necessary pages with related shortcodes. But if it misses by any chance, here are the shortcodes:

  • Submit Ticket page: [nanosupport_submit_ticket]
  • Support Desk page: [nanosupport_desk]
  • Knowledgebase page: [nanosupport_knowledgebase]
Q: How to disable the page-to-page navigation and notice

A: On plugin\’s ‘Settings’ page, in ‘General’ tab, you can uncheck the Enable Notices and Navigation on NanoSupport pages to disable them.

Q: How the plugin can be well integrated with my theme?

A: NanoSupport has smart templating. You can find all its templates inside the plugin’s /templates/ directory. To make your theme completely integrated with the plugin\’s templates you can simply make a directory in your theme named nanosupport/ and can override the plugin\’s templates with your custom one.

Q: How to make a Support Agent?

A: Edit any WordPress user in WordPress admin panel and at the bottom, check the checkmark saying: Yes, make this user a Support Agent to make the user a support agent.

Reviews

Decent plugin but missing…

I was split between 2 and 3 stars …

This plugin features works great but its missing some of the basic things what any helpdesk software/plugin should have:
– missing visual editor for replies, both client and staff
– option to turn on/off visual editor separately for client/staff
– option to upload files, limit what type of files, limit upload for client/staff and if ever implemented it would be great to use separate folder (e.g. outside uploads folder)
– add or remove ticket priority options (e.g. remove “critical” or add “apocalypse”)
– option for SLA, e.g. low priority 24h, critical 2h, etc…
– add different types of clients and limit their options, e.g “normal” client cant set priority higher than medium, VIP client can set anything… or even better – have an option to add additional (custom) type of clients on top of “normal” one with options to enable/disable
– separate role for staff
– simpler builder for tickets so we can organize in what order stuff should be and add/remove what the client can see, e.g. set priority before subject or add checkbox/dropdown list – to put it simple the “builder” should just enable/disable segments and move them up/down like we can organize menu or widgets
– set time limit for clients to answer or the ticket will autom. close

Good to have but not dealbreaker:
– fetching emails
– working hours / working hours based on ticket priority, e.g. critical 24/7, low 8am-4pm, etc
– expand client/user pages so we can add additional info like company, address, phone… and enable/disable what info they can edit
– option to block clients/users to see WP backend and if blocked to limit to their tickets and info only

Implement this and start selling your plugin and if you dont set rip-off price i would buy it for sure. Asking all this for free would be unrealistic so i do not expect to have all this features for free. What suggestions you think are good, what you could be able to implement, what price… its your call.

I see no connection to Knowledge base

I was searching for easy Ticket system for Building FAQ (Knowledge base) because old Plugin FAQ Builder doesn’t work properly.

This here works but I don#t see any connection to this Base. I mean I should have the possibility to publish answered question to the knowledge base but I find nothing for this.

So I am now searching further…

P.S. Also it takes away my sidebars.

P.S. But it is on the right way ;o) and its not clunky like many others

Great!

Liked the features. The plugin is not just great but the authors are pretty active.

Thanks!

Excelent

Excellent support / ticket system
Growing with new functions every week and great support from developer
Currently using it with no problems

So great work, FAQ and ticket system.

I tested almost all the ticket support plugins, but this one is beyond my expect….

Clean code, nice design at frontend, full email interaction, easy to use …so great!

Thanks

alex

Read all 12 reviews

Contributors & Developers

“NanoSupport” is open source software. The following people have contributed to this plugin.

Contributors

“NanoSupport” has been translated into these 3 locales: Russian, Spanish, Bengali. Thank you to the translators for their contributions.

Translate “NanoSupport” into your language.

Interested in development?

Browse the code or subscribe to the development log by RSS.

Changelog

0.4.1 – 2017-JUL-23

  • Bug fixed: Ticket additional info was affecting on show/hide in smaller devices
  • Bug fixed: Ticket assignment on behalf of support seeker was getting only administrators
  • Code of Conduct added for contributors
  • Some other minor fixes

0.4.0 – 2017-JUN-09

  • New Feature: Ticket can be copied into a Knowledgebase document
  • Requested Feature: ReEngineering Knowledgebase Doc URL strucuture
  • Bug fixed: Ticket cannot be added on behalf of client
  • New filter hook: ns_nanodoc_arguments, nanosupport_copied_content, nanosupport_assigned_user_role

0.3.4 – 2017-APR-21

  • Bug fixed: Support agent loses his status on profile update
  • Bug fixed: Ticket updated dates failure
  • Assured partial accessibility features
  • CSS are completely modularized into SCSS files
  • Grunt version and clean implemented
  • Several minor issues fixed

0.3.3 – 2017-MAR-03

  • Quick bug fixed introduced with version 0.3.2 with same user and same date for ticket date and update date

0.3.2 – 2017-MAR-03

  • Ticket update date fixed syncing with replies
  • Bug Fixed: pending ticket link was not working in agent notifying email
  • Withdrawn Composer dependency in development, as no PHP library is required to depend on

0.3.1 – 2017-JAN-24

  • Fixed: Assigning ticket to Support Agent was not triggering any email
  • New filter hook: nanosupport_notify_agent_assignment
  • Fixed: Users can set themselves as a Support Agent
  • Priority assignment by public made dynamic using Settings API
  • Various i18n functions fixed
  • Several other minor fixes all over the plugin code and texts

0.3.0 – 2016-DEC-24

Major changes

  • Rich Text editor for ticket body text
  • New filter hook: ns_wp_editor_specs, ns_back_to_knowledgebase
  • Pending ticket notification using admin menu bubble
  • Fixed translation strings to strip out dumped HTML and made most of them SQL injection proof
  • Composer, npm dependency and Grunt incorporated for easy development collaboration
  • Default assignment of ‘Support’ department is made deprecated
  • User can choose Support Department on submitting new ticket (Settings available)
  • CSS is changed from LESS to Sass
  • System Status admin page

Minor changes

  • Reorganized third party libraries
  • contributing.md added
  • Github issue template added
  • A warning on upgrading process fixed – props @prionkor
  • jshint error fixed with procedural code
  • Agent email was not sending – fixed
  • Ticket response content added to email body
  • Back link to Knowledgebase added after Knowledgebase contents

0.2.2 – 2016-SEP-03

  • Ticket character limit can be set by user
  • Response character limit is deprecated
  • User can close ticket without submitting any response
  • Ticket content is added to the new ticket notification email
  • Fixed: Ticket with registration was not working on WordPress registration settings
  • Some translation strings are fixed

0.2.1 – 2016-AUG-22

  • wp_kses() is implemented to secure site from bad user input
  • New filter hook: ns_allowed_html
  • Tooltip made wider for large bunch of texts
  • Stripping ‘private’ and ‘protected’ from ticket titles i18n-friendly
  • Translation added: Bengali (Bengali) – bn_BD

0.2.0 – 2016-AUG-15

  • Minimum WordPress version upgraded to 4.4.0
  • Knowledgebase made optional
  • UI added for selecting Knowledgebase Category Icons
  • Added feature for closing a ticket from front end
  • Tooltip added to Submit form for better UX
  • Submit Form is made dynamic for adding feature to the <form> element
  • Select2 Plugin updated to 4.0.3
  • Knowledgebase CSS revamped
  • Fixed a conflict with Yoast SEO and Select2 plugin in admin areas
  • File organization, some CSS files made LESS for easy compilation
  • JavaScript fallback plan implemented for front end
  • Other fixes/UI improvements

0.1.1 – 2016-JUN-21

  • A bug on Submit ticket is fixed

0.1.0 – 2016-JUN-17

  • Plugin initiated