SupportCandy – Helpdesk & Customer Support Ticket System

Description

THE SIMPLE, SECURE AND FEATURE-RICH SUPPORT TICKETING SYSTEM PLUGIN FOR YOUR WORDPRESS SITE.

SupportCandy adds to your WordPress site the features of a complete help desk and customer support ticket system. It is one of the oldest helpdesk & customer support ticketing plugin available for WordPress.

We stand as a remarkably versatile and feature-packed help desk and ticket management plugin. Elevate your customer support game by effortlessly handling and resolving customer queries directly from the comfort of your WordPress dashboard.

SupportCandy Helpdesk is the ultimate solution for all your helpdesk and support ticketing needs within WordPress, featuring features comparable to those offered by top-tier SaaS solutions such as Zendesk, Help Scout, or Freshdesk.

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.

YOUR WORDPRESS-BASED SELF-HOSTED CUSTOMER SUPPORT SOLUTION BACKED BY UNPARALLEL TECHNICAL SUPPORT

While we prioritize technical support for our paid users, we are committed to assisting each and every customer promptly. Our dedication ensures that all users receive the assistance they need as quickly as possible. Moreover, we offer best-in-class customer support and maximum features in our free version, setting us apart from others in the industry.

In addition to ticket management, you can assign multiple specific permission levels to agents and customers. Gain access to detailed reports concerning your customers, agents, and the overall productivity of your customer support desk. By navigating through the ticket view, you can gain a comprehensive 360-degree perspective of your customers, including their past tickets, purchase history, membership levels, and more. Armed with this wealth of customer data alongside their queries, you can accomplish much more.

SupportCandy is a self-hosted support ticket plugin offers limitless tickets, support agents, users, tags, and more. There are no constraints, as you maintain ownership of your system and data.

Key features :

  • Unlimited number of tickets
  • Unlimited number of agents and agent roles
  • Unlimited number of customers
  • Unlimited tags, categories, and custom statuses
  • Dashboard for agents
  • Activity logs for administrators
  • Advanced custom filter and search functionality
  • Saved filters for customers and agents
  • Shortcodes for Agent Portal/Customer Portal
  • Private notes for internal communication of agents
  • Agents can create a ticket on the customer’s behalf
  • Agent Collision to avoid repetitive messages and confusion
  • 16+ Custom field types
  • User Registration
  • 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, exceptions, and holidays for support agent
  • Google reCaptcha integration
  • GDPR Compatibility with data retention and deletion feature
  • Terms & Conditions checkbox in the ticket form
  • Macros or placeholders for ticket fields
  • Unlimited File Attachment to ticket and reply. Manage allowed file types.
  • Rest APIs Support
  • Customizable Appearance to match up with your theme
  • Auto delete closed tickets

Premium Add-Ons :

  • Email Piping – The Email Piping extension in SupportCandy revolutionizes WordPress customer support by enabling users to create and respond to tickets directly from their email inboxes. This streamlines communication, eliminating the need for repeated website visits. With three piping methods, including Basic IMAP, Gmail and Microsoft Exchange.
  • WooCommerce Integration – The WooCommerce integration transforms customer support by seamlessly linking WooCommerce functionalities with the WordPress helpdesk plugin. Customers can effortlessly select orders and products within the ticket form, enhancing the assistance-seeking process. Agents gain a comprehensive view of customer order details, including order history and total spent, directly within the ticket. Add a support tab on the My Account page and a help button for orders.
  • Canned Reply – The Canned Reply extension streamlines customer support in the WordPress helpdesk plugin by enabling agents to save and quickly access frequently used responses. Agents can effortlessly store and organize multiple replies, utilizing macros for added versatility. With a simple click, agents can retrieve canned responses, eliminating the need to remember information each time and significantly saving time. The extension also allows administrators to create public canned responses for universal accessibility.
  • Assign Agent Rules – Assign Agent Rules extension simplifies agent assignment in the WordPress helpdesk plugin by automating the process based on predefined rules. Administrators set conditions and agents/agent groups for automatic assignment, eliminating the need for tedious manual assignments. When customers create tickets, the system matches conditions and assigns agents accordingly.
  • SLA (Service Lavel Agreement) – The SLA extension in SupportCandy’s helpdesk plugin ensures timely responses and resolutions for various ticket types within the WordPress ticketing system. It automates SLA calculations using pre-set policies, allowing administrators to effortlessly uphold commitments. 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 – Satisfaction Survey extension for the WordPress helpdesk plugin streamlines customer feedback collection and user ratings for each closed ticket. Administrators can set up survey emails with customizable rating options. Customers receive these surveys after a specified number of days from closing the ticket, providing valuable insights.
  • Automatic Close Tickets – Automatic Close Tickets extension automates the closure of inactive tickets in the WordPress ticketing system after a set period. Administrators can customize the closure criteria, including the number of days of inactivity and specific ticket statuses. The extension also facilitates customer engagement by sending warning emails before automatically closing tickets, ensuring a streamlined and organized workflow. This feature is valuable for efficiently managing and closing abandoned tickets while enhancing overall customer interaction within the helpdesk system.
  • Usergroup – Allow a group of users to access each other’s tickets.
  • Agentgoup – Agentgroups extension streamlines ticket management by allowing the creation of agent groups or teams within the WordPress helpdesk plugin. Supervisors oversee ticket assignments within these groups, ensuring an efficient workflow. Tickets can be assigned to agentgroups, and supervisors manage assignments to group members.
  • Schedule Tickets – Schedule Tickets allow administrators to effortlessly schedule recurring tickets for routine tasks. The system then automatically generates these tickets at the defined times, providing a streamlined approach to essential and repetitive processes. With versatile recurrence periods, customizable scheduling options, and the ability to set start and end dates, SupportCandy ensures comprehensive support for diverse ticketing needs.
  • Knowledgebase Integrations – Knowledgebase Integrations extend the capabilities of the WordPress helpdesk plugin, offering seamless integration with popular knowledge base tools. This powerful add-on enhances customer support by enabling agents to access and incorporate knowledge base content directly into their responses. By integrating with well-known plugins such as BetterDocs, Knowledgebase by UnboundStudio, and others, SupportCandy ensures a unified and efficient support system that empowers agents to leverage comprehensive documentation for swift issue resolution.
  • FAQ Integrations – SupportCandy integrates with popular FAQ plugins like Ultimate FAQ and Arconix FAQ, enhancing its helpdesk capabilities for efficient customer support.
  • Export Tickets – Export tickets to CSV format so you can use it for various purposes such as generating reports.
  • Reports – Reports extension is an essential tool for WordPress helpdesk, offering auto-generated reports for Ticket Statistics, Response Delays, Ticket Closing Delays, and more. These reports provide a quick and detailed overview of your customer support, helping you measure and enhance efficiency over different timeframes. With customizable filters, you can focus on specific aspects, such as satisfaction survey ratings and custom fields. This extension ensures that you can make informed decisions, optimize support processes, and monitor business performance effectively.
  • Timer – Timer extension simplifies time tracking in the ticketing system. Agents can log time effortlessly, enhancing task efficiency. With customizable features, including auto-start for new tickets, the extension provides transparency for customers through a dedicated widget. Streamlining time tracking, SupportCandy’s Timer ensures a seamless support experience.
  • Print Ticket – Print Ticket extension adds a print feature to individual tickets, allowing users to generate PDFs for a tangible record. Customize print pages with header, footer, and body templates, and enable/disable functionality as needed.
  • EDD Integration – Easy Digital Downloads (EDD) integration with SupportCandy enhances the ticketing system, allowing customers to select orders and products directly within the ticket form. Agents can seamlessly view customer orders within the ticket, providing a comprehensive support experience. With added custom fields for EDD Product and EDD Order, this integration streamlines the process, empowering agents to access and manage order details efficiently.
  • Gravity Forms Integration – Integrate Gravity Forms with SupportCandy to create multiple ticket forms effortlessly, providing versatile options beyond the default setup. Customize forms as needed, allowing customers to submit tickets seamlessly, while automated mappings ensure a smooth transition of field values into SupportCandy. This integration enhances the flexibility …

Screenshots

  • Dashboard
  • Ticket list
  • Create ticket form
  • Individual ticket
  • My Profile
  • Agent Profile
  • Customer Profile
  • Recent Activaties
  • SupportCandy shortcode
  • Create Ticket shortcode
  • Open existing ticket shortcode
  • Customer feedback listing (Premium)
  • Report - Ticket statistics (Premium)
  • Report - Response delay (Premium)
  • Report - Ticket closing delay (Premium)
  • Report - Communication gap (Premium)
  • Report - Category (Premium)
  • Report - Rating (Premium)

Installation

Using The WordPress Dashboard

  1. Navigate to the ‘Add New’ in the plugins dashboard
  2. Search for SupportCandy
  3. Click ‘Install Now’
  4. Activate the plugin on the plugin dashboard

Uploading in WordPress Dashboard

  1. Download supportcandy.zip from this page
  2. Navigate to the ‘Add New’ in the plugins dashboard
  3. Navigate to the ‘Upload’ area
  4. Select supportcandy.zip from your computer
  5. Click ‘Install Now’
  6. Activate the plugin in the Plugin dashboard

Using FTP

  1. Download supportcandy.zip from this page
  2. Extract the supportcandy directory to your computer
  3. Upload the supportcandy directory to the /wp-content/plugins/ directory
  4. Activate the plugin in the Plugin dashboard

This plugin is almost plug and play! Please follow this getting started guide for basic installation instructions.

FAQ

Is it necessary to purchase the pro version of SupportCandy?

No, it is not necessary. The free version of SupportCandy provides essential features such as email notifications, unlimited agents, customers, and tickets. It includes custom categories, statuses, and priorities. The Pro version, while not mandatory, offers additional benefits like automation to streamline processes, automated assignment of agents, and advanced reporting. It is available at a competitive price within the market segment, providing added functionality for those seeking more advanced features.

What makes SupportCandy Helpdesk stand out among WordPress support plugins?

SupportCandy Helpdesk stands out for its longevity, versatility, and feature-rich design. It offers a complete helpdesk and customer support ticket system, providing a self-hosted solution with no constraints on tickets, agents, or data.

Can I customize the appearance of the helpdesk to match my WordPress theme?

Absolutely! SupportCandy Helpdesk offers customizable appearance options, allowing you to seamlessly integrate the helpdesk with your WordPress theme for a cohesive and professional look.

How does the plugin handle ticket assignments and agent permissions?

You have full control over ticket assignments and agent permissions. Assign multiple agents and tags to tickets, set specific permission levels based on agent roles, and utilize advanced search functionality for efficient management.

Does the free version include essential features for online businesses?

Yes, the free version offers unlimited tickets, support agents, customers, and various essential features like custom filters, advanced search, private notes, and GDPR compatibility, making it a comprehensive solution for online businesses.

What premium add-ons are available to enhance productivity?

Premium add-ons include Email Piping, WooCommerce Integration, Workflows, SLA management, Canned Reply, Satisfaction Survey, and more. These additions streamline processes, automate tasks, and boost overall productivity.

How does the plugin handle GDPR compliance and data retention?

The plugin is fully GDPR compatible, featuring data retention and deletion options.

Is there a way to automate ticket closure and reminders for inactive tickets?

Yes, the Automatic Close Tickets premium add-on allows you to set a timeframe for ticket closure after a period of inactivity. It also sends warning/reminder emails before closing the ticket.

Can I generate detailed reports on ticket statistics and customer interactions?

Yes, the Reports add-on provides a graphical overview of your tickets and useful statistics. Generate reports for default and custom fields, offering valuable insights into your support desk’s performance.

How does the plugin handle file attachments and secure information within tickets?

SupportCandy Helpdesk allows unlimited file attachments to tickets and replies, with customizable file type permissions. The Private Credentials add-on further enables users to provide sensitive information within a ticket, ensuring secure and encrypted storage.

Reviews

February 7, 2024
Tested out several sollution, but this one stands out.The main reason is with email piping, you pipe direct not trough forwarding external emails.A lot of customizations.Needs a little more features, but the team is eager to assist. Also support is fast, even with the free version, but for the price asked is a no brainer.
February 1, 2024
Milind was the support agent that helped me. My theme was causing issues with new tickets being created and drop-down menus. He was quick to respond and fix the issue with custom CSS. Because of him and the amazing product they offer, I decided to purchase a lifetime license. Thanks again!
Read all 244 reviews

Contributors & Developers

“SupportCandy – Helpdesk & Customer Support Ticket System” is open source software. The following people have contributed to this plugin.

Contributors

“SupportCandy – Helpdesk & Customer Support Ticket System” has been translated into 7 locales. Thank you to the translators for their contributions.

Translate “SupportCandy – Helpdesk & Customer Support Ticket System” into your language.

Interested in development?

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

Changelog

3.2.6 (February 22, 2024)

  • New: Added Auto-refresh setting for dashboard
  • New: Introduced a customizable option to set number custom field as integer or float
  • Fix: Datepicker not working on polish sites
  • Fix: Dashboard improvements and fixes
  • Fix: Bulk assign agent not working
  • Fix: Working hours setting not loading
  • Fix: Blank links showing in admin menu
  • Fix: Delete and replace category, priority and status not working

3.2.5 (February 9, 2024)

  • Fix: Unable to upload some attachments after v3.2.4
  • Fix: Wrong ticket url on dashboard

3.2.4 (February 6, 2024)

  • New: Dashboard feature added
  • New: Recent Activities feature for administrators
  • New: UI improvements for Customer Profile, My Account and Agent Profile
  • Fix: Vulnerability fix
  • Fix: Email notifications does not support RTL
  • FiX: Does not change ticket status after a reply added from API
  • Fix: Removed H1 tag from model header
  • Fix: Tags are not working in email piping rules

3.2.3 (January 3, 2024)

  • New: Email Marketing Tools Integration Add-On (Premium)
  • New: Webhooks Add-On (Premium)
  • Fix: Date filter between operator not working
  • Fix: REST API bug fixes
  • Translation added for Dutch (Belgium)

3.2.2 (December 7, 2023)

  • New: Delete customer action added
  • New: Bulk assign tags action added
  • New: Added a setting that allows agents to assign unassigned tickets to themselves
  • Fix: /wp-json/supportcandy/v2/tickets/list-items and /wp-json/supportcandy/v2/tickets/form-fields API are not working
  • Fix: Thank you page setting not working on [wpsc_create_ticket] shortcode
  • Fix: Upgrade from version 2 to version 3 not working
  • Fix: Customer custom field data was being cleared after a profile update
  • Fix: Performance improvements
  • Fix: Removed uses of SQL_CALC_FOUND_ROWS, which is deprecated as of MySQL 8.0.17

3.2.1 (September 25, 2023)

  • New: Learning Management System (LMS) Plugin Integration Add-On (Premium)
  • New: Organize and categorize your tickets with tags for better management
  • New: Avoid conflicting actions by agents with this new agent collision detection feature.
  • New: New action added in the thank you setting. You can directly open the newly created ticket.
  • Fix: Attachment links in notifications do not show for the attachment custom field
  • Fix: Conditions not working for customer fields
  • Fix: Translation does not work for default filters
  • Fix: Login not working for some users
  • Fix: Reply and close ticket action add an incorrect log
  • Fix: GET /wp-json/supportcandy/v2/tickets API not working
  • Fix: Unable to download docx and zip file attachments on some servers

3.2.0 (July 10, 2023)

  • New: Workflow add-on (Premium)
  • New: Added a personal info option for customer fields
  • New: Agent permission added for clone/duplicate ticket action
  • New: Implemented translations for the date picker, making it accessible to users in multiple languages
  • Fix: Resolved the issue with the attachment garbage collector, ensuring proper cleanup of unnecessary attachments
  • Fix: Visibility conditions does not work correctly
  • Fix: Addressed the problem where a ticket would not be created if a long text was entered in a textfield custom field during ticket creation
  • Fix: Fixed the double email sending issue for reply and close ticket actions, preventing duplicate emails from being sent
  • Fix: Rectified the problem of forward slashes being stripped out in textfield
  • Fix: Different error message for GDPR and T&C in create ticket form
  • Fix: Incorrect display of customer field change log
  • Translation added for Hungerian, Polish languages

3.1.9 (June 10, 2023)

  • Fix: Attachments set to delete after user profile update in some cases
  • Fix: Ticket list orderby not working in some cases

3.1.8 (May 18, 2023)

  • Fix: Dates are not showing correct timezone after v3.1.7
  • Fix: POT and all language PO files updated

3.1.7 (May 18, 2023)

  • New: The content entered in the reply/note editor is now automatically saved as a draft using cookies, ensuring that it is safeguarded in the event of a submission failure.
  • New: You now have the flexibility to customize the fields that will be compared during the ticket list search. This will improve the search speed.
  • New: Email notification attachment setting. You can now select whether you prefer to attach files directly or provide links to the attachments.
  • New: Reply & Close ticket action added
  • New: Custom field dates can be translate now
  • New: Agent role setting UI improvements
  • Fix: Nonce timeout issue
  • Fix: Vulnerability fixes

3.1.6 (April 08, 2023)

  • Fix: Ticket form fields not loading after v3.1.5

3.1.5 (April 07, 2023)

  • New: You can add multiple AND and OR conditions for all applicable places like ticket list filters, email notifications, Assign agent rules, SLA, etc.
  • Fix: Important security fixes

3.1.4 (March 27, 2023)

  • New: Copy/paste images in reply box.
  • Fix: Unable to download attachments if server is changed
  • Fix: Email notifications does not send if the ticket subject is very long
  • Fix: Unable to create a ticket on brave browser
  • Fix: Attachment security fixes

3.1.3 (March 02, 2023)

  • New: REST APIs are now back.
  • New: Slack integration added (Premium).
  • New: Clone option for agent role setting.
  • Fix: Registration does not work if Google recpatch v3 is active.
  • Fix: Assign agent rule does not work if a duplicate ticket is created.
  • Fix: PHP notices and warnings.

3.1.2 (January 17, 2023)

  • Fix: Menu item colors gone after last update (v3.1.1).

3.1.1 (January 16, 2023)

  • New: Shortcodes enabled within HTML custom field type.
  • New: Support portal menu color setting in an appearance settings.
  • Fix: Date close not reset after ticket reopen.
  • Fix: Attachments not working in clone ticket.
  • Fix: Few custom field types not being copied in clone ticket.
  • Fix: Email notification conversation view not showing in Gmail inbox.
  • Fix: Quotes in alert message not working.

3.1.0 (November 23, 2022)

  • Fix: User registration emails not sending if user is registered via SupportCandy.
  • Fix: Ordering with status, category and priority is not working as per the set order.
  • Fix: Notice generating if attachment file not exists.
  • Fix: Scrolling to the top in the frontend if ticket list button is clicked.
  • Fix: Do not load correct display name of the user when he is registered with WordPress default functionality.
  • Fix: Gravtar default setting not getting applied from WordPress.
  • Fix: Dropdown translation not loading.
  • Fix: Documentation links added.

3.0.9 (October 14, 2022)

  • New: Logout button added on the top header.
  • Fix: Auto delete closed tickets improvements.
  • Fix: Permanently delete tickets improvements.
  • Fix: Installation bugs fixed.
  • Fix: Attachment error if used with Google reCaptcha version 3.

3.0.8 (October 03, 2022)

  • New: Hooks added for before and after widgets to enable adding custom widgets if required.
  • New: CSS classes added for thread elements to distinguish customer reply or agent reply.
  • Fix: Removed auto-scroll from frontend.
  • Fix: Unable to remove the placeholder from string translations.
  • Fix: Create ticket not working if captcha credentials missing.
  • Fix: Added few missing translation text.
  • Fix: Default value for custom fields Status, Category and Priority is now a required field.
  • Fix: Few framework scripts printing on all pages even if set for custom pages.
  • Fix: Add-on license activation does not work if site_url and home_url is different.
  • Fix: Attachment does not download if site_url and home_url is different.
  • Fix: Multi-select required field validation not working in the ticket form.

3.0.7 (August 22, 2022)

  • New: Setting to choose pages to load scripts. Default all pages. Available in page settings.
  • Fix: Placeholder text warning.
  • Fix: Close button not showing if auth_code is present in the ticket URL.
  • Fix: Create ticket email notification fails if there are no recipients.

3.0.6 (August 12, 2022)

  • Fix: Email notications not sending for custom addresses.
  • Fix: Email notifications not sending for new ticket assignee if agents are assigned from assign agent rules (Also needs to update Assign agent rules addon).
  • Fix: Mine filter showing closed tickets.
  • Fix: Bootstrap modal conflict.
  • Fix: Thread paragraph does not have spacing.
  • Fix: Conditions do not match correctly for Dropdown (Single) and Radio Button custom fields.

3.0.5 (August 08, 2022)

  • Fix: Ticket URL authentication setting added. Now tickets can be accessed directly via URL if ticket URL authentication is disabled.
  • Fix: Visibility conditions not working for guest users.
  • Fix: Auto-refresh not working properly.
  • Fix: My Profile link not showing correctly on Safari browser.
  • Fix: Email notifications not sending when there are more than 10 recipients in TO addresses.

= 3.0.4 (August 04, 2022) …