Support » Plugin: WSDesk - WordPress HelpDesk & Support Ticket System » does not send notice by email to the agent

  • Unless you want to buy the premium version, do not waste your time installing this plugin, because when someone sends a ticket, nobody receives notice of it.

    The free version does not allow the agent or the administrator of the site to receive any email, so you will not know until you enter the backend and go on purpose to see the list of tickets

Viewing 4 replies - 1 through 4 (of 4 total)
  • Hi Juanma Aranda, We regret your inconvenience with the plugin. Please note that the basic version of the plugin does send a notification to the end customer when an agent replies to his ticket. But, ‘Triggers’ is a premium feature (As mentioned in the plugin’s WP page) which among other things would enable you to setup desired notification to the agent. We have also tried to accommodate a number of other premium features in the free version. We are sorry to know that our free version didn’t fit your specific requirement.

    Our premium version comes at with 1-year license and you can renew your license at 50% discount in the subsequent years. It comes with a good number of usability features like Auto Tagging And Assigning, Auto Suggestion System, Ticket Custom Views, Triggers & Automation, etc. Note that “Triggers & Automations” in our premium version is one of the feature that our customers are really fond of.

    We hope you find a plugin to fit your need and in case of any queries and support, do reach out to us 🙂. We even help our customers to find the right plugin if in case our plugin is missing the desired feature because problem solving is our priority. I hope this clarifies your concern. Here to help in case of any queries.

    Hi Juanma Aranda,

    We have planned to include the feature (E-mail notification to the agents whenever a new ticket is created) in the basic version of WSDesk. It will be introduced to the basic version in the upcoming release of WSDesk. We will let you know once we release this.

    Regards

    • This reply was modified 1 year, 7 months ago by  WSDesk.

    Hello WSDesk, I think the “E-mail notification to the agents whenever a new ticket is created” will make your plugin incredibly more appealing and help people, especially smaller site owners, have a better workflow.

    Thank you for considering it, I’m looking forward to the update 🙂

    Kind regards

    Hello,
    We understand that including an email notification to the agents whenever a ticket is created would be an add-on for the basic version of our plugin. As you are aware, we do have notifications sent to the customer whenever a ticket is being updated, which is part of the free plugin’s features.

    We did a detailed analysis on including Agent notification on the basic version without impacting the basic UX. However, considering all the scenarios, we feel the right way (and perhaps the only way) to include it is to through triggers and automation, which is a premium feature. Triggers and Automation, in fact, bring in a lot of flexibility while configuring rules to trigger actions including emailing to specific or all agents.

    We are still exploring other possibilities to bring it to the basic version, and we will get back if this is happening. At this point of time, this can be achieved only by triggers and automation (premium feature)

    Thanks for understanding!

Viewing 4 replies - 1 through 4 (of 4 total)
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