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New plugin: Support Tickets

Support Tickets is a new WordPress plugin I’ve created which allows you to create and manage a simple support ticket system or helpdesk system on your WordPress. If you are offering a support service and are looking for a simple tool to help you with that, Support Tickets is an excellent choice. I’m using this for my customization service for Contact Form 7, as well.

Download | Support Forum

I’ve developed the Support Tickets plugin based on my Contact Form 7 plugin, so there are similarities. If you are familiar with Contact Form 7, you’ll be comfortable with Support Tickets very soon.

Usage

  1. After you have installed and activated the plugin, you’ll see a new “Support” menu added on the left side of the menu bar of the WordPress administration panel. The “Support” menu contains “Forms” and “Tickets” sub menus.
  2. First, you need to create a form through which users can open tickets. To create a form, open “Support” > “Forms” menu. You’ll see an editing interface much like Contact Form 7. Actually, you can edit a form in this plugin just as you do in Contact Form 7. You can use the “tag generator,” too. You can add as many different kinds of input fields as you like, but remember that the default fields (“email,” “first-name,” “last-name,” “subject” and “message”) are a must, so do not remove them.
  3. You’ll find a “Form Page” drop-down menu on the form edit page. With this setting, you can select a page which includes the form inside its page content. You can only put a form into page content. Putting forms into other places, i.e., posts, widgets or templates, is not supported.
  4. After this step, you should see the form on the page you’ve selected. Now users can open their tickets through this form. When a new ticket is created, notification mails will be sent to the user who opened the ticket and the administrator (you). The notification shows you the URL of the ticket. A ticket URL includes a unique random “access key,” and only those who know the access key are allowed to access the ticket page.
  5. On the ticket page, you can write any messages. You can also close or delete a ticket on the “Support” > “Tickets” menu. You can search for other tickets as well.

Multilingual Support

You will have the ability to make a “multilingual support ticket system” with this plugin. It is true — this plugin allows you to write messages in your language and ask a professional translator to translate your message to another user’s language. Actually, I’m using this feature for the Japanese to English translations in my support service. This feature utilize the WPML plugin, so you need to install the plugin beforehand. I’ll write about this feature in detail on another post.

56 replies on “New plugin: Support Tickets”

I was wondering how would a person who submits a ticket get back to it? The current way means they have to bookmark the ticket page.

P.S: I LOVE contact form 7! Thanks!

The user who submits a ticket receives an e-mail with the url of the ticket page, but it would be cooler with a dedicated section under his profile… Is there a way to do it simply?

I was wondering if it is possible to edit who the admin email goes? It’s desireable to send these notifications to a specific address that is not the admin email.

Thank you.

Here are the only two wishlist items I’d like to see in this plugin:

– ability to have tickets sorted in categories (per department, per topic, etc – customizable as the dropdown options in the form)

– ability to display all tickets (or option to show/hide answered/non-answered tickets) on a single archive page, with titles linked to full question/answer page for that specific ticket – pretty much a knowledge base built out of support tickets.

Let me know if you manage to integrate something like that into it, and I’ll jump right onto this plugin!

Some of the information like email and other that i include into custom fields in the form, is missing… i cant see it!

I just installed and and was testing it out. I submitted an ticket under another email address of mine. I got the conformation message and all looks good so far.

When I login as admin to respond it is acting as if the user is responding, not admin. It’s sending email conformation and reply info when the admin replies to the admin email address instead of the users.

I must be doing something wrong… but what?

Thanks,

Mike

This is really pretty cool. Is there any way to insert an approval process before the ticket shows up in the ticket list? (Department head approval for example?)

Thanks for this plugin, the system looks great with my website. I am only receiving an admin email so my originator does not have any indication of how to get back to the ticket. I haven’t edited the out of box form, and I’ve been inserting my email correctly. Is there something else I can do to fix this?

Disregard the previous message. I finally received the notification. There seems to be a 10-12 minute lag time on the emails. I don’t think this is an issue on my end. Any idea why it takes so long?

Although there’s an email field in the form, the client’s email doesn’t show up in neither my notification email nor my wordpress screens. Thanks for all of your hard work on this, I love it.

When I get the an email notification (as the person who submitted the ticket), the email I get is from “wordpress@autodealeracademy.com” with the name “WordPress” as the sender of the email. HOW do I change it to show the email did NOT come from “wordpress” and that it came from “auto dealer academy”??

Can someone tell me how to reply as the admin? It says waiting on reply but when I hit reply and post it acts as if im the user and still says waiting on reply.

Is there any update on the comments below about how users get back to the tickets they have entered? I LOVE this plugin, but if users cannot get back to their tickets through the website then it’s missing a key piece of functionality in my mind.

Regs….David.

#
Giulio Says:

November 1, 2009 at 3:11 am

The user who submits a ticket receives an e-mail with the url of the ticket page, but it would be cooler with a dedicated section under his profile… Is there a way to do it simply?
#
miyoshi Says:

November 1, 2009 at 11:33 am

It will be supported in the future version.

This is a great plugin. The one thing that it needs is a way for the public to view the tickets and their status. This would prevent the user from submitting a ticket for an issue that is already know to the admin. I may take a shot at extending the plugin to offer this feature unless you have a version with this almost ready for release. Let me know.

Thanks.

Sorry to be a little off topic, but I noticed that you’ve got a checkbox at the bottom of the comments to “notify me of new posts via email.” I’ve got a wordpress blog and also would like to have this… Could you tell me how you did it? I’d really appreciate it!

I am not sure what specific plugin is used on this blog but there are a ton of them. Just search the WordPress plugin repository right in your WordPress install for something like ‘comment subscription’ and they will come up for you. I use one called ‘Subscribe To Comments’ to comments on my blog and pretty happy with it. I hope that helps.

Awesome plugin!!! I on;y have one question… Is there a way to include a file upload as part of the form? I know that there’s a way to do that w/ ContactForm7, but I don’t know in which php file to put the [upload] in order for it to work as it does w/ ContactForm7. I have both plugins installed, but I’m assuming there must be a place to put [upload] so that the form will show the option to upload. I would love to donate because this is truly awesome! Thank You!

I have to issues with this plug-in other than that I love it. The first problem I have is I need to change the font color on the ticket view page because my theme is causing the test to be almost white and the users have to highlight the text just to read it.

Second I have another plug-in called SMS text Message. Whenever a ticket is submitted, your plug-in is interfacing with the SMS ticket plug-in and sending out a text message. This is awesome because I immediately know there is a new ticket. However this plug-in is for guests to sign up for SMS text updates from me and I would not want them to be getting text messages that only of my clients submitted a trouble ticket. If you could find out how your plug-in is interfacing with SMS and make it so that only approved numbers are sent updates that would be awesome.

Hi,
I want to use this great Plugin in my german environment. I have generated german *.mo and *.po files with poEdit, based on suptic.pot.

My problem is, that nothing happens.

How do I integrate my language in the communication and the WordPress-Admin-Site?

Regards

Heiko

Hi I am just wondering when the next update will be released and wether or not it will have the ability to list the users tickets on the frontend.

Thanks

Geoff

I second the requests from others:

-Ability to set the email for notification (it would be particularly useful if we could set different emails depending on the subject (from a drop down)

-Notification Emails should come FROM: the user’s email address.

Dear Takayuki Miyoshi,

How are you? I still try find solution.
and realy ı need your helpfuly.

I want use for Support Ticket plugin.
But Suport Ticket can be add only Pages not Posts.

How can ı embed same like Contact form codes [contact-form 1 "Contact form 1"]
Support Ticket at Posts,

Because, I subscribe posts, not a pages.
Visitors will be fill in Support ticket, ı will announce same post. when ı receive ı will add

if can be pls.inform us.

How can ı paste same like Contact form codes [support-form 1 “Support Ticket 1”] same likeetc

Support Ticket at Posts.,

Regards,
Ahmet

[…] Support Tickets is a plugin that allows you to have a ticket system (for customer service on your website). This way the users can send you a ticket with the issues that they are having, helping you avoid situations when you cannot keep track of requests and questions through tons of emails that may get sent to your spam folder. This was actually based on Contact Form 7 made by the same developer. It also has multilingual support for customers/users that may be located in various areas of the world. […]

Help!!

The job ticket system was working perfect. I think it started to misbehave on the WP 3.0 upgrade.

If you try to ‘Report a concern’ at our website, the wheel keeps turning. The message does come through most of the time, often the user will have pressed ‘send’ quite a number of times, resulting in several of the same ticket being opened.

I called the hosting company – GoDaddy – and they tell me it is a scripting problem.

Can you help me out here?

Regards

Simon Cooper

Hi,

SOS like the previous comment of Simon Cooper ! It doesn’t work with WP 3.0. The wheel don’t stop turning.

I believe there is a problem of compability with Contact Form 7.

Regards,
Aurélien

Like other reader Aurélien Denis & Simon Cooper The wheel don’t stop turning
but they are no money …..! ):

Same problem here – when I submit a ticket the wheel doesn’t stop turning and nothing else happens. I can’t use the pluging like this… any suggestions?

Thanks

===Toby Wallis===
WP v3.0.1

Hi all, I like this PlugIn, but I found an error: when the user press the “send” botton, he don’t receive any OK message on the web page… How to give him a message?

The Support Tickets are coming through, however when a person tries to send it, they are not aware that it came through because the form just sits there frozen with a little wheel that spins next to the SEND button. The natural reaction of course is for the person to keep clicking SEND which results in multiple new support tickets.

Appears to be a problem with the script.js file. I’ve temporarily renamed ‘supticProcessJson’ function to ‘supticProcessJson1_tmp’, so it doesn’t get called. Now the submission works fine. Validation still works too.

So, I don’t know what the ramifications are of not using that function, but for now I’m going to just leave it disabled until the author provides an official update.

@Todd…

For the temp workaround fix…
1. Open up ‘scripts.js’ in the ‘support-tickets’ directory.
2. On line 42, rename…
‘function supticProcessJson(data) {‘
…to…
‘function supticProcessJson_tmp(data) {‘
3. Save and re-upload that file.

That’s it. It’s certainly not a real fix, but it works for now. There’s something else going in that scripts file that’s not working, but I just don’t want to take the time right now to debug it.

Hey there,

I know it’s been a while since there was an update, so I understand if it’d be too much of a bear for me to ask: is there a way I could hack a solution to changing the status? It seems that it the ticket status should change when I make a reply and stuff, but it either just stays “new” or whatever. Is this a bug or is this something the developer didn’t bother with (which I understand)? If anybody’s had past experience with this, I’d appreciate the advice. Thanks, and have a good day.

Jon

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