WSDesk – WordPress HelpDesk & Support Ticket System

Description

Best WordPress Customer Support / HELPDESK PLUGIN

WSDesk packs all the basic features required to set up an online-support, like Ticket creation & management, Email piping, unlimited agents, unlimited tickets, customizable email reply, complete ticket history, file attachment to tickets and much more, in just free version.

WSDesk is a Simple and User-friendly WordPress Support Ticket System Plugin which would help you in managing your customers queries seamlessly. With WSDesk, all your customers complaints turn into trackable support tickets, making your job effortless and swift.

Why choose WSDesk?

Offering excellent customer support is critical for the success of any organization. WSDesk has been designed keeping into consideration every issue we have faced in the process of finding the right support system for our website. Apart from being very easy to use, this plugin offers all essential feature required for a helpdesk system. It is light and Ajax based, thus it won’t interfere with your website’s loading speed.

And moreover, it’s free!

Features

  • Email Piping: Create tickets directly through emails, and send ticket-responses too via emails. Also, provide ticket status updates to customers through email. Get all this totally free-of-cost.
  • Unlimited Agents and Supervisors: Create unlimited support-agents and supervisors to manage and divide your tickets more effectively.
  • Quick-Setup Wizard: Don’t have time to configure all the settings manually? Set up your support system in less than 5 minutes using our Quick Setup Wizard, right after activation.
  • Tabbed Ticket View: See all your tickets on a single page. Open multiple tickets as tabs and access them from the same page.
  • Faster Page Loading: AJAX based design helps load info faster. No need to reload page everytime to get updated info.
  • Agent Performance Report & Analysis: Get weekly performance report of agents and easily analyse how you can improve customer experience.
  • Custom Ticket Submission Form: Create a custom ticket-submission form and add as many fields to it, based on your needs. Let customers provide details such as email id, product name, category, department, etc. for easy understanding of issues.
  • Quick-View for tickets and Quick-Reply: Get a quick peek at the latest update on a ticket and further, send a reply without having to open the ticket completely.
  • Attachment Support: Attach photos(jpg, jpeg, gif, png), documents(doc, docx, csv, pdf, xls, xlsx, txt) and zip to deal with customers in a better way.
  • Email Filtering and Blocking: Filter emails from spammers by blocking specific email ids to send and recieve emails.
  • WPML Support: French and German out of the box.

How to get started with WSDesk?

Premium Features

  • HTML Replies with Rich Text formatting options: Get a wide range of tools to customize your replies. The toolbar includes text alignment options; indexing options; font styles, size and formatting options; text and background color options; adding images and hyperlinks etc.
  • Auto-Tagging And Assigning: Create custom tags based on issues, products, agents, customers, priorities, etc. and automatically assign a ticket to agents based on the tag.
  • Auto-Suggestion System: Get suggestions for support agents while answering the queries or issues.Plus, allow customers, access to the links to documentation, articles, etc. even before your ticket is submitted.
  • Quick-Answer templates: Create pre-defined answers to solve frequently asked queries and reply to one or more tickets quickly.
  • Create and Customize Ticket Views based on conditions: Create and customise the ticket view according to your needs, your agents, products, priority, etc. so that everything you want to see is just one click away.
  • Triggers & Automation: Create custom triggers based on specific conditions, to perform an action automatically.
  • Automated Emails: Send acknowledgment emails whenever a ticket is submitted and replied.
  • Bulk Edit & Merge Tickets: You can bulk edit ticket information like ticket assignee, ticket label, ticket tags, subject of the ticket, add attachments, and send a bulk reply to the selected tickets. In addition to this, you can merge two or more tickets. This merging process will combine tickets conversion history of the selected Ticket IDs.
  • Change Requester E-Mail: You can change the ticket raiser’s email address in the individual ticket page. This will help you modify the incorrect email addresses.
  • Agent’s Satisfaction Rating and Customer Feedback Survey: Provide customers with the ability to rate Support Agents and provide a feedback about the service being provided.
  • Additional Shortcodes: Apart from the shortcodes available in the basic version, you can use two more shortcodes in the premium version. These shortcodes help you to: (1) Display existing request tickets on a separate page. (2) Display support form by reordering ticket fields.
  • WSDesk Backup & Restore: Backup your WSDesk settings and tickets on your system in the form of XML, and restore it on-the-go.
  • Block the e-mails by subject: If blocking emails directly haven’t helped then you can configure the option to block e-mails by subject. This can be useful in order to prevent recurring automated mails when one support contacts another.
  • Option to configure attachment path, file type and file size: You might want to put some restrictions to the attachment type in order to prevent users from uploading unnecessary or harmful files.
  • WooCommerce Integration: Manage your WooCommerce store easily with WSDesk’s seamless WooCommerce integration. View your customer’s order summary, where the revenue generated by that customer will be displayed. Also, while adding products, all the products in your WooCommerce store will be automatically added to the list. Easily see top categories and top products of your store, based on previous sales analysis.
  • Unlimited Days Reports and Analysis: Upgrading from the previous option where you could only see ticket status report of only last seven days, you can now also view reports of past one month as well as for custom date range.
  • Multiple Attachment Fields: You can now accept multiple attachments for a ticket. This feature is available for Agents while replying to the tickets, as well as for customers while raising a ticket in the support form.
  • One Year Support & Updates: Get one-year support and access to every update, without having to worry about any monthly charges. Even get a discount of 50% for license renewal after first year.

For complete list of features and details, please visit WSDesk.com

Shortcode List

To use these shortcodes, just place the required shortcode(s) on your desired location.

  • WSDesk support action shortcode [wsdesk_support]
  • WSDesk support form shortcode [wsdesk_support display=form]

What is a Help Desk or Support Ticket System?

In customer service parlance, a ticketing system or support ticket system is a software that takes all incoming customer support requests, create a unique customer service ticket and then routes it through a defined customer support process based on the SLA.

People call it different names such as Support Ticket System, Customer Support System, Service Desk, Support Ticketing System, IT help desk or Support Desk Software. But ultimately, a help desk software typically allows the support team to manage, track, sort, and search for issues (user queries) making ticket management much easier for the agent to help the customer more quickly solve the issue to their satisfaction.

Why you need a support ticket system to handle customer support?

A better customer experience starts with better help desk software. It can turn support tickets into amazing customer experiences. Help desk system enables support agents to track, prioritize, and solve customer support tickets. A great help desk is at the heart of great customer support.

Help desk software helps streamline customer support with time-saving tools like triggers and automations. It’s intuitive and easy to use because it’s built with both customers and support desk agents in mind.

A help desk’s shared inbox enables the support team to collaborate and resolve issues without worrying about overlapping or missing support requests. Every request sent to the support email becomes a ticket in the helpdesk. Support tickets can be easily categorized and prioritized and then assigned to the right people in the support team.

Issues such as multiple agents responding to the same ticket or missing some of the tickets are taken care of as each support agent can see who is working on what ticket and its status. It time to get started with a customer support ticket system if you already don’t have one.

Different types of support ticket systems

Web helpdesk software: Also referred to as cloud-hosted or software-as-a-service (SaaS), web helpdesk is hosted on the vendor’s server. Customers need to pay a monthly subscription fee to use this kind of customer support system.

On-premise helpdesk software: An on-premise helpdesk system is a customer support systems which is usually installed in its own server after buying a license. Such helpdesk systems usually involves a one-time setup fee and additional customizations charges based on requirement.

Enterprise helpdesk software: These are help desk software solutions with robust features, featuring advanced modules other than standard help desk features such as ticketing, time tracking, and knowledge base. Some enterprise helpdesk systems also include modules such as IT asset management, account management, service request management, and survey management.

Open-source help desk software: This is one of the popular helpdesk software types as some of these apps are offered free.

Benefits of open-source helpdesk software

An open source help desk allows developers to access its source code, as opposed to proprietary software. So, an open source helpdesk can be modified or enhanced beyond the level of simple integration and adding plugins. Developers can add features or modify processes or fix bugs in the system. WSDesk (WordPress Support Desk) is an open source support ticketing system which works with WordPress and WooCommerce. This is the best helpdesk software available for WordPress/WooCommerce platform if the usability and customer support are considered.

Comparison

In case you are curious, read this detailed comparison of WSDesk with another top WordPress support plugin.

Author

Developed by WSDesk

Screenshots

  • Tickets View
  • Conversation View
  • Settings Page
  • Manage Agents Page
  • Email Setup Page
  • IMAP Setup
  • Reports Page
  • Import Zendesk Page
  • WSDesk HelpDesk Tickets - Tablet View
  • WSDesk HelpDesk Single Ticket - Tablet View
  • WSDesk HelpDesk Support Page - Tablet View
  • WSDesk HelpDesk Single Ticket - Mobile View
  • WSDesk HelpDesk Settings - Mobile View
  • WSDesk HelpDesk Reports - Mobile View
  • WSDesk HelpDesk Support Page - Mobile View

Installation

Using The WordPress Dashboard

  1. Click on Add New under Plugins setting on the left side of your screen.
  2. Search for WSDesk in the search bar. Now you will find WSDesk listed there.
  3. Click on Install Now. The installation will continue in the background. Now you can see WSDesk in the list of your Installed Plugins.
  4. Activate the plugin from the Installed Plugins settings. Now you will be guided by the WSDesk Quick Setup Wizard for easy configuration.

Uploading in WordPress Dashboard

  1. Download wsdesk.zip from here
  2. On your dashboard, under Plugins, click on Add New.
  3. Click on Upload Plugin.
  4. Click on Choose file and select wsdesk.zip and click on Install Now.The installation should take some time, so don’t worry.
  5. After the complete installation, you can activate the plugin by clicking Activate.

Quick-Setup Wizard

Got no time for lengthy and hard-to-understand configurations?
Our Quick-Setup Wizard will help you do it in just 5 minutes.

For an quick and easy configuration, a Quick-Setup Wizard will guide you, as soon as you activate the plugin.
The Quick-Setup Wizard will help you in quickly configuring all the basic settings that are required to run a customer support. These settings include:

  • WSDesk Support Page Title: This title will be shown in the navigation bar of your website, and will lead to the support form.
  • WSDesk Support Email: This email address will be used to send notifications through emails.
  • Ticket fields: These fields will be asked from the customers while submitting the ticket and will help agents to deliver fast and accurate service.(links)
  • IMAP Configuration for Email mapping: Your email will be setup here using IMAP, to fetch all the customer emails in the form of tickets.
  • Support Agents and Agent’s Roles: Support agents will be created and will be assigned different roles.

With these configurations, you will be ready to offer support in the most efficient way, and that too in just 5 minutes.
For more advanced settings, you can visit WSDesk Documentation

FAQ

Installation Instructions

Using The WordPress Dashboard

  1. Click on Add New under Plugins setting on the left side of your screen.
  2. Search for WSDesk in the search bar. Now you will find WSDesk listed there.
  3. Click on Install Now. The installation will continue in the background. Now you can see WSDesk in the list of your Installed Plugins.
  4. Activate the plugin from the Installed Plugins settings. Now you will be guided by the WSDesk Quick Setup Wizard for easy configuration.

Uploading in WordPress Dashboard

  1. Download wsdesk.zip from here
  2. On your dashboard, under Plugins, click on Add New.
  3. Click on Upload Plugin.
  4. Click on Choose file and select wsdesk.zip and click on Install Now.The installation should take some time, so don’t worry.
  5. After the complete installation, you can activate the plugin by clicking Activate.

Quick-Setup Wizard

Got no time for lengthy and hard-to-understand configurations?
Our Quick-Setup Wizard will help you do it in just 5 minutes.

For an quick and easy configuration, a Quick-Setup Wizard will guide you, as soon as you activate the plugin.
The Quick-Setup Wizard will help you in quickly configuring all the basic settings that are required to run a customer support. These settings include:

  • WSDesk Support Page Title: This title will be shown in the navigation bar of your website, and will lead to the support form.
  • WSDesk Support Email: This email address will be used to send notifications through emails.
  • Ticket fields: These fields will be asked from the customers while submitting the ticket and will help agents to deliver fast and accurate service.(links)
  • IMAP Configuration for Email mapping: Your email will be setup here using IMAP, to fetch all the customer emails in the form of tickets.
  • Support Agents and Agent’s Roles: Support agents will be created and will be assigned different roles.

With these configurations, you will be ready to offer support in the most efficient way, and that too in just 5 minutes.
For more advanced settings, you can visit WSDesk Documentation

Q. What is WSDesk?

A. WSDesk- WordPress HelpDesk and Customer Support Ticket System is your one stop answer to handle your support in a best-way-possible. It offers all the fundamental necessities for a customer support, free-of-cost. And provides many other advanced performance-based functions in a premium version.

Q. How is WSDesk different from other support plugins?

A. Unlike other SaaS Cloud-based systems, never lose your flexibility and control over your data. All the data such as your tickets and settings are saved with you instead of a third party cloud storage. Also, WSDesk is the only plugin that offers features such as email-piping, email blocking, etc. free of cost.

Q. Will WSDesk work with my theme?

A. WSDesk is compatible with any theme that you use.

Q. How can I contact WSDesk support?

A. You can write to us at our Support

Q. Do I need a shortcode to make my support page visible?

A. Yes, but its not mandatory. WSDesk automatically creates a support page without writing any shortcode. But if you want, you can add [wsdesk_support] to add a support form to your store.

Q. Does WSDesk support WooCommerce based stores?

A. Absolutely!
WSDesk provides seamless integration with WooCommerce.
WSDesk enables you to view customer order-summary, where the revenue generated by that customer is shown. Also, while adding products, all the products at your WooCommerce store will be automatically added to the list.
WSDesk also offers WooCommerce Reports where you can easily see top categories and top products of your store, based on previous sales analysis.

Reviews

Great product and fantastic support

Great product, exceptionally good and friendly support!
WSDesk is the right tool if you want to offer your customers professional support. The plugin is easy to install, configure and makes the support job much easier.
The support of WSDesk is exceptionally fast and competent. Suggestions for further features are quickly recorded and, if they make sense, implemented just as quickly.
WSDesk is highly recommended.
As a thank you for the great service, I will help to translate the plugin into German.

Amazing plugin, Amazing support!

Have spoken to the support staff a few times about some ideas for the plugin and these were implemented shortly after. There is a constant improvement to the plugin, with more options being added. I use the premium version, and it is VERY WELL worth it! Others charge arms and legs for these options!!!

Amazing.

Best plugin on WordPress. I’ve tried all and this one seems to work the best. Support is quick and solved a small issue we had. I recommend to all.

Excellent Support

I had an issue with my server and the plugin wasn’t working properly receiving emails. Support worked with me for several hours online to help me sort it all out! Once the hosting company installed a missing PHP module… we are finally all good 🙂 Can’t fault this for a “free” service 🙂

Fully featured plugin with excellent support

I manage helpdesks for my real job so I know the features I want for my personal WordPress business,

    • create tickets from a support email
    • automatically add email replies to cases
    • create different views for different users
    • user definable ticket statuses
    • reply templates

    The support I have received has been excellent (thanks Vineet).

    If you have a WordPress business and you are using an external support desk such as Zendesk you should really consider trying WSDESK because it might meet your needs at a much lower price.

Works and Well Supported

The plugin works out of the box for the most part. We encountered some bugs which support quickly addressed.

Waiting on a few extra features to be implemented, aside from that, it’s a well working product.

Read all 24 reviews

Contributors & Developers

“WSDesk – WordPress HelpDesk & Support Ticket System” is open source software. The following people have contributed to this plugin.

Contributors

Changelog

1.6.7

  • Marketing content updated.

1.6.6

  • Deep link for all views and order of the tickets added.
  • Default Deep Link.
  • Collapse Ticket views is added.
  • Start ticket ID from a specified number.
  • Reports based on ticket tags.
  • Showing log in button for guest users trying to view check request button.
  • Reply-To email feature introduced for Google OAuth
  • Reports do not shrink with browser window issue fixed.
  • Updated ticket is not coming at the top issue fixed.
  • Manually marking imported mail as read.
  • GDPR Compliant feedback form.
  • Ticket close button compatibility with Firefox.
  • xls files now getting uploaded from agent’s side.
  • iframe tag is going to be escaped now onwards.
  • Marketing content updated.

1.6.5

  • Updated the live demo link in the previous push.

1.6.4

  • Migrating from basic to premium changes the ticket order issue fixed.

1.6.3

  • wp_mail_from and wp_mail_from_name filter added.

1.6.2

  • Admin rights cannot be edited anymore.

1.6.1

  • “No Capabilities Assigned” will show for administrators with no capabilities.
  • Incorrect list of rights displaying when managing agents issue fixed.
  • Manage Templates is no more a capability for agents.

1.6.0

  • Major feature upgrade
  • Added Factory Reset button.
  • After completing Quick Setup wizard, option to go to Settings Page.
  • API wsdesk_api_create_ticket introduced.
  • Search Bar bug fixed.
  • UI/UX updated.
  • Marketing content updated.
  • Administrators can also be removed now.
  • Compatibility with previous PHP versions.

1.5.3

  • Ticket Raiser: Guest User, now asks registered users to logout.
  • Mandatory for agents field not working issue fixed.

1.5.2

  • Reply-to header instead of ‘From’ address will be treated as the email address of the ticket whenever it is ‘Reply-To’ is set.

1.5.1

  • tag executed as Javascript issue fixed.

1.5.0

  • Form settings content updated.
  • Marketing content updated.
  • Typographical errors fixed.
  • Added proper tooltip for IMAP and Oauth.
  • Added a tooltip on Add Agents settings section mentioning the eligibility of roles.
  • Font colour for “Remove WSDesk Role” action in “Agent” page changed.
  • Video attachment in agent reply tickets and support form now possible.
  • Unregistered users no more redirected to WP login page after submitting ticket.
  • Submitting the form shows exisiting tickets without clicking on a button for registered users.
  • The administrator can now edit all users including other administrators, the supervisor can now edit all users including other supervisors except administrators.
  • Administrator capabilities now display on the “Agent” page.
  • Empty placeholder in ticket field issue FIXED.
  • Email ID can now be selected from the “Ticket” page.
  • Premium Upgrade Sub-menu added.
  • Mobile view fixed.
  • Premium Upgrade link added.
  • Empty placeholder in ticket field issue fixed.
  • Field edit option is same as premium version now.
  • Supervisor can no longer remove other supervisors.
  • Default value issue fixed.
  • Screenshots added for wordpress.org page.

1.4.5

  • IMAP issue with Office 365/Outlook fixed.

1.4.4

  • Tooltips added to some fields.
  • Marketing content updated.
  • Multiple site compatibility.

1.4.3

  • Bug fix on ticket title and body in the support form.
  • Bug fix on ticket title in the agent reply form.
  • Marketing content updated.

1.4.2

  • Bug Fix

1.4.1

  • Bug fix on ticket title.
  • Support link changed.

1.4.0

  • Bug fix on timestamp.
  • UI Enhancement.

1.3.8

  • Bug fix on sending Email.

1.3.7

  • Email Debug Log option added.

1.3.6

  • Attachment display issue fixed.

1.3.5

  • CSS issue fixed.

1.3.4

  • Added placeholder for select form field.
  • HTML content support on email contents fetching.
  • Minor bug fixes.

1.3.3

  • Bootstrap Conflicts Fixed.

1.3.2

  • WPML Support( French ).

1.3.1

  • Ticket View UI updates for Agent/Requester.
  • WPML Support( German ).

1.3.0

  • Bug Fix on Ticket search.
  • UI/UX enhancements.
  • Easy Setup Wizard.
  • Display directly the support form [wsdesk_support display=”form”]
  • Block Email or matchcase in Email
  • Add new user as agent/supervisor

1.2.1

  • Bug Fix on Check existing request.

1.2.0

  • Option to create new user for guest tickets [WSDesk->Settings->General].
  • UI enhancements

1.1.0

  • Option to block sending/receiving emails in WSDesk. [WSDesk->E-Mail->EMail Filter & Block].
  • Customization option for Support form buttons. [WSDesk->Settings->Appearance]

1.0.6

  • JQuery Conflict issue fixed.

1.0.5

  • WordPress 4.8 Compatible.

1.0.4

  • Bug Fixes.

1.0.3

  • Tags Updated.

1.0.2

  • Contents Updated.

1.0.1

  • Contents Updated.

1.0.0

  • Initial Version release.