SupportCandy

Description

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)

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.

Screenshots

  • 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)

Installation

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

Reviews

Great product and support

I Implemented this system with Echo Knowledge Base og Arconix FAQ i a few hours. It works like a charm. And my newcomer questions were replied very fast.

Fantastische supportplugin

Voor onze organisatie waren we op zoek naar een manier om onze medewerkers de mogelijkheid te geven om problemen op vlak van IT door te geven. Na een grondige zoektocht kwamen we uit op SupportCandy. Buiten de naam bleek de plugin zeker en vast ook de moeite te zijn. De grote mogelijkheid om het uiterlijk en de labels aan te passen, was voor ons een grote troef. Op deze manier kon de supportpagina geïntegreerd worden met onze huidige personeelswebsite. We werken binnen de organisatie voornamelijk met mensen die de computer enkel gebruiken voor het hoogstnodige. Dit zorgt ervoor dat we een systeem zochten dat eenvoudig is en gemakkelijk bruikbaar. Door de grote knop "Nieuw Ticket" is het voor iedereen duidelijk wat er moet gebeuren. In de bevestigingsemails hebben we extra info gegeven hoe men kan antwoorden op tickets. Natuurlijk gebruikt nog niet iedereen dit systeem. Als admin is het handig dat we zelf tickets kunnen aanmaken op naam van medewerkers. De medewerker krijgt hiervan een email waardoor de link met het supportsysteem snel gemaakt is. Zijn er nadelen aan SupportCandy? Natuurlijk. We werken met Hestia (theme). Dit is een gratis theme, ideaal voor onze personeelswebsite. Hierbij verscheen SC niet steeds goed. Dit ligt dan echter aan de template en niet aan HS (volgens ons). Het inlogsysteem van SC was voor ons ook niet uitgebreid genoeg (enkel met adressen . Ook dit is natuurlijk snel op te lossen met een extra plugin. Deze nadelen zijn waarschijnlijk eenvoudig op te lossen via het support forum hier op WordPress.org. Voor ons waren dit zaken die we zelf in orde kunnen maken. Algemeen is Support Candy een fantastische plugin waarbij alle nodige onderdelen van een support/ticketsysteem aanwezig zijn en zelf aangepast kunnen worden. Dit zorgt ervoor dat deze plugin gebruikt kan worden voor alle mogelijke sectoren. Zeker een aanrader! **************English************* For our organization we were able to give IT to the IT-the employees. After a thorough search, we came to SupportCandy. Outside of the name, the plugin certainly proved to be worthwhile. The great opportunity to adjust the look and the labels was a big plus for us. This way the support page could be carried with our current personnel website. We work with the computer for the much needed. This ensures that we search for a system that is simple and easy to use. The big button "New Ticket" makes it clear what needs to be done. In the confirmation e-mail we have given extra information about how men can reply to tickets. Of course this system still uses. As admin it is useful that we can send tickets ourselves in the name of employees. The provider receives an e-mail that the link with the support system is made quickly. Are there disadvantages to SupportCandy? Of course. We work with Hestia (theme). This is a free theme, ideal for our staff website. SC did not always appear well. This is the icon and not HS (according to us). The login system of SC was not extensive enough for us either. These disadvantages are easily solved through the support forum here on WordPress.org. For us, these were things that we can do ourselves. In general Support Candy is a fantastic plugin that can support all kinds of support of a support / ticket system. This ensures that this plug-in can be used for all possible sectors. Highly recommended!

Excellent for a young plugin.

I've setup the plugin to support many products and purchased both the Canned Reply and Email Pipping add-ons. The Email Pipping add-on integrates seamlessly, and the Canned Reply add-on could use some improvements (the popup window is very small and the use of categories for canned replies is next to useless). I would give the SupportCandy plugin 5 stars if it wasn't for the CSS - there are some mismatches between the back-end and front-end styling, some conflicts with bootstrap based themes (SupportCandy applies a second layer of bootstrap styling), and minor styling oversights. I've had to add 200+ lines of CSS to cleanup the styling and get it to match between the front-end and back-end. I'm sure future versions will probably address this. 🙂 js.

Great Product & Support

We tried a number of support plugins, all of which either broke our theme or had a conflict with other plugins or/and theme!! After trying 5 different plugins including some paid ones and leading plugins in number of "users", we found Support Candy. It was a breeze to set up, it works great, and does everything we needed to achieve. Single Shortcode on a single page (you have to create the page, but that is not a hardship. The simplicity means it is easy to deploy, and is less likely to have conflicts with themes or plugins. We had one question regarding custom logout page, and they replied within 24 hours. OK, we had to use a Free Logout Plugin, again not a hardship as it saves a lot of coding. Easy to install, easy to customise, and easy to use.
Read all 19 reviews

Contributors & Developers

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

Contributors

Translate “SupportCandy” into your language.

Interested in development?

Browse the code, check out the SVN repository, or subscribe to the development log by RSS.

Changelog

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.