SupportCandy – Gravity Forms

Description

This plugin adds to WordPress the features of a complete helpdesk ticket system. It is one of the oldest support ticket systems available for WordPress. We aim to keep the plugin simple, secure, and feature-rich through continuous improvement and innovation.

Follow this getting started guide and be ready to support your customers like never before within a few minutes!

Click here to visit our official website.

KEY FEATURES :

  • Unlimited number of tickets
  • Unlimited number of agents
  • Advanced custom filter and search functionality
  • Saved filters for customers and agents
  • Private notes for internal communication of agents
  • Agents can create a ticket on the customer’s behalf
  • 16+ Custom field types
  • Ticket fields for additional information about ticket
  • Agent-only fields to keep internal data of the ticket
  • Customer fields to store information about the customer across the tickets
  • Guest tickets (disabled by default)
  • Guest can also see their ticket list using OTP Login (One Time Password)
  • Rich-text editor (customizable)
  • Email notifications
  • Working hours
  • Google reCaptcha integration
  • GDPR Compatible
  • Terms & Conditions checkbox in the ticket form
  • Macros or placeholders for ticket fields

PREMIUM ADD-ONS :

  • Email Piping – Create or reply to tickets from the comfort of an email account. For example, you can provide a dedicated email address to your customers, such as [email protected]. The emails received in this email will be converted to tickets.
  • WooCommerce Integration – Add a support tab on the My Account page and a help button for orders. Customers can select the order in the ticket form. In addition, the agent can view customer orders in an individual ticket.
  • Canned Reply – Allows your agent to save replies. It requires a couple of clicks to insert an answer in the description.
  • Assign Agent Rules – Set conditions to assign an agent automatically when a new ticket is created.
  • SLA (Service Lavel Agreement) – Calculate the due date based on rules for tickets to match. The remaining time is shown in the ticket list if added SLA field to the ticket list and individual ticket.
  • 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. Sends warning email before closing the ticket.
  • Usergroup – Allow a group of users to access each other’s tickets.
  • Agentgoup – Allows you to assign the ticket to a group of agents so that any agent of the group supervisor has permission to view and manage the ticket.
  • Schedule Tickets – Create recurring tickets every x days/months from the 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 you can use it for various purposes such as generating reports.
  • Reports – This add-on gives a graphical overview of your tickets.
  • Timer – This add-on adds a timer widget to a ticket so that your agent can calculate the total time spent on a ticket.
  • Print Ticket – Add a print button inside an individual ticket. You can set the print template in the settings.
  • EDD Integration – Integrate Easy Digital Downloads with the ticket so that your agents can check customer orders/licenses within the ticket.
  • Gravity Forms Integration – Create multiple ticket forms using Gravity Forms and pipe them to SupportCandy.
  • Private Credentials – Allow users to provide sensitive information within a ticket and manage access to this information.
  • Slack Integration – Get instant notifications to your Slack Channel and respond directly from Slack thread reply.
  • Workflows – Unlock the power of automation with SupportCandy workflows, revolutionizing the way you manage your processes.
  • LMS Integrations – Integrates popular LMS plugins for WordPress with your helpdesk.

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 :

  • Arabic
  • French (France)
  • German (Germany)
  • Dutch (Netherlands)
  • Italian (Italy)
  • Portuguese (Portugal)
  • Spanish (Spain)
  • Chinese (China)
  • Chinese (Traditional)
  • Russian
  • Hebrew
  • Greek
  • Portuguese (Brazil)
  • Turkish
  • Swedish
  • Hungerian
  • Polish

If you are a translator, you can get free access to all premium add-ons for a year in exchange for translating them into your language if it is not available already. We will renew the Premium subscription next year if you continue contributing to the translation. If interested, don’t hesitate to contact us via our support page.

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