Guest Support vs SupportCandy – Helpdesk & Customer Support Ticket System

Guest Support is a comprehensive customer support ticket system for WordPress. With this plugin, you can effortlessly provide customer support, allowing users to create new tickets and replies, and agents to respond to tickets without requiring any login or registration. View live demo Features – Create new ticket: Users can create tickets without any Login/Registration Live WordPress Posts suggestions based on user’s typing on the Subject input field through Ajax (Pro Addon required). Users can upload files with the maximum allowed number of files, total files size and allowed file types/extensions based on settings. Secure file uploads and stores files with random filenames on your server. Google reCAPTCHA 3 SPAM verification. Verify email with OTP (One Time Password) through Ajax (Pro Addon required). Internal email validation system to identify fake/mistyped/invalid and disposable temporary email addresses. 99.9% SPAM free if you enable Email verification. Option to show a customized message or redirect to the ticket view page after successfully submitting a ticket. Features – Create reply: After creating a new ticket, both the user and support agent will receive email notifications with a unique ticket link. Agents can reply to the ticket using the unique ticket link without logging in. Users can reply to the ticket using the unique ticket link without logging in. Both the user and agent can edit the last/all reply message(s) based on settings. Both the user and agent can close tickets when submitting a reply. Both the user and agent can close tickets using a Close Ticket link. Both the user and agent can reopen closed tickets if allowed in the settings. On the single ticket view page, both the user and agent can see links to other submitted tickets of the same user based on the user’s email address. Features – Signature and profile photo (Pro Addon required): Both users and agents can set a profile photo and default signature if allowed in the settings. Login/registration required to use this feature. Features – Create ticket for users by Admin and Agent (Pro Addon required): Admins can create tickets for other registered users from the admin panel. Agents can create tickets for other registered users from the frontend. Features – List of tickets: Admins can view a list of all tickets in the WordPress admin panel. Agents can view a list of all tickets submitted to their department on the frontend (Pro Addon required). Registered users can view a list of all tickets (Pro Addon required). If a user registers later with an email address that was used to submit tickets, all of the user’s tickets (before and after registration) will be displayed on the frontend tickets list page (Pro Addon required). Filter tickets by ticket status: ‘Open’, ‘Pending’, ‘Closed’, and departments. Sort tickets by ‘Ticket Created Date A-Z’, ‘Ticket Created Date Z-A’, ‘Last Reply Date A-Z’, and ‘Last Reply Date Z-A’. Search tickets by ticket ID, subject, and email address. Users and agents can still view a list of submitted tickets on the single ticket view page without logging in or registering. Features – Admin- Department: Create/edit/delete unlimited departments. One department supported in the free version. Assign a support agent to each department. Show/hide department field on the frontend ticket submission form. Add additional email notification addresses to each department. When a new ticket is submitted to a specific department, the assigned support agent and additional email addresses will receive email notifications. Features – Admin- Forms and Form Builder: Create/edit/delete unlimited forms with dedicated custom fields, features, and options. One form is supported in the free version. Add different forms with different and dedicated custom fields to different pages and receive support tickets. Dedicated shortcode for each form. Add unlimited custom fields (Pro Addon required). Supported custom field types include: Textbox Email Number Box Textarea Dropdown/Select Radio Group Checkbox Group Hidden Date Picker Date and Time Picker Content (Supports HTML) Option to restrict custom fields to require login. Useful for asking sensitive information, like website login info. Features – Dedicated options for each form: Add/edit/remove unlimited custom fields with field Name, Label, Placeholder, Error message, etc. (Pro Addon required). Option to show the custom field on the Ticket submission or Reply form or both (Pro Addon required). Option to add/remove custom field inputs on Email notifications (Pro Addon required). Re-order all (core and custom) fields. Arrange/rearrange all (core and custom) fields with 1-3 columns. Enable/disable file upload. Enable/disable Google reCAPTCHA. Enable/disable email verification (Pro Addon required). Enable/disable WordPress posts suggestions when typing in the Subject field (Pro Addon required). Add your own CSS classes for input fields and buttons. Add your own button texts. Ticket View Page’s Sidebar Options: Option to add HTML supported content at the very top. Option to add HTML supported content at the very bottom. Option to show/hide ticket status Option to show/hide ticket created date Option to show/hide last updated date Option to show/hide user-submitted custom fields’ label and value for the initial message (when the ticket is created), not for replies. Option to show/hide other tickets by the user. Option to show number of other tickets by the user. Features – Email settings: Support WordPress default email delivery system. Support dedicated SMTP for this plugin only. Features – Email templates: Following customizable email templates are available with necessary placeholders: After a new ticket is created – Send to User After a new ticket is created – Send to Agent After a new ticket is created – Send to Additional email addresses After a ticket reply – Send to User After a ticket reply – Send to Agent After a ticket reply – Send to Additional email addresses Send pre-ticket closing notification to User Send pre-ticket closing notification to Agent Send closure notification to User after automatically closing tickets OTP Email When new user account created – Send to User (Any emails can be disabled by deactivating email templates.) Features – Automation with cron job (Pro Addon required): Send pre-ticket closing notification to the ticket submitter or the assigned agent after x (based on settings) number of days of the last reply. Close tickets automatically after x (based on settings) number of days of the last reply. Send email notification to the ticket submitter after closing a ticket automatically. How it works? After creating a new ticket, a unique ticket link URL will be generated with 2 unique and dedicated random IDs, and the ticket link URL will be sent to the submitter and support agent by email. With the unique ticket link URL, both the user/submitter and the support agent will be able to reply to the ticket without any login/registration. When viewing and replying to tickets, 2 unique IDs will be verified to give access to the ticket. Ticket link URL will be sent with email notifications, and there is no other way to see the URL. Encrypted agent information on the ticket link URL to identify and verify the agent when replying as an agent. Requirements: WordPress 5.5+ PHP 7+ Links Pro Addon Documentation Contact Support Available Shortcodes Submit ticket form: [guest-support view=form id=1] View single ticket: [guest-support view=ticket] View list of tickets on front-end (Pro Addon required): [guest-support view=tickets] Third-Party Services This plugin uses Google reCAPTCHA to enhance security by preventing spam and abuse on the support ticket submission forms. Data Transmission When Google reCAPTCHA is enabled, user interaction data with the reCAPTCHA may be transmitted to Google for verification purposes. Please note that no data from the actual support ticket forms is sent to Google. Optional Usage Google reCAPTCHA is an optional feature. If you do not wish to use it, you can disable it within the plugin settings. Links to Google reCAPTCHA Service – Google reCAPTCHA – Google Terms of Service – Google Privacy Policy Please review these terms and policies to understand how your interaction data with Google reCAPTCHA is handled. By enabling and using Google reCAPTCHA, you agree to these terms.

THE SIMPLE, SECURE AND FEATURE-RICH SUPPORT TICKETING SYSTEM PLUGIN FOR YOUR WORDPRESS SITE. Click here to visit our official website. AI Assistant (PRO) feature is available now! 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! 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 Pro Features : AI Assistant – Empower your agents to resolve issues faster and deliver consistent, on-brand support with AI-driven summaries, draft generation, and response polishing. 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. Satisfaction 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 and functionality of your customer support. Private Credentials – The Private Credentials extension in SupportCandy allows customers to securely share sensitive information within tickets, enhancing privacy. Encrypted storage ensures secure handling, with agents having controlled permissions for viewing, modifying, or automatically deleting credentials after ticket closure. Slack Integration – Get instant notifications to your Slack Channel and respond directly from Slack thread reply. Workflows – Workflows extension revolutionizes ticket management within the WordPress helpdesk plugin, offering a powerful automation solution. By leveraging triggers, conditions, and actions, users can automate critical aspects like ticket assignments and status updates. Whether through Automatic or Manual Workflow, SupportCandy provides a customizable solution to streamline support processes, enhancing efficiency and customer satisfaction. This extension unlocks unparalleled efficiency and productivity, transforming the way support workflows are managed. Productivity Suite – Enhance your support team’s efficiency with the SupportCandy Productivity Suite, a powerful add-on designed to streamline ticket management and boost productivity. LMS Integrations – Effortlessly integrate popular LMS (Learning Management System) plugins into SupportCandy with the LMS Integration add-on. This integration enhances the support process by allowing customers to specify a particular course or their course when creating a ticket. Agents can seamlessly access customer course details directly within the ticket, providing a more streamlined and efficient support experience. The supported LMS plugins include LifterLMS, Tutor LMS, and LearnPress LMS. Email Marketing Tools Integration – Elevate customer engagement by effortlessly connecting SupportCandy with leading email marketing tools like MailChimp,GetResponse and Brevo. Subscribe users during registration or ticket creation, and personalize interactions with subscriber tags. Webhooks – Webhooks deliver real-time notifications, ensuring you stay informed during critical support events, from new ticket creation to closures and agent assignments. AI Assistant (Pro) : Enhance your support workflow with our powerful AI Assistant feature, designed to improve agent efficiency and response quality. Key capabilities include: * Ticket Summary – Instantly generate a concise summary of long or complex tickets, helping agents quickly understand the issue without reading the entire conversation. * Polish Agent Replies – Draft quickly and let the Polish (AI) button refine your grammar, tone, and clarity. The AI automatically analyzes the entire ticket thread for context, ensuring every response is pinpoint accurate. You can continue to provide follow-up prompts to tweak the suggestion until you’re satisfied, then simply click Replace or Append to the editor. * Custom AI Prompts – Administrators can define custom prompt instructions from the settings panel. The AI will follow these instructions while polishing replies, allowing you to align responses with your brand voice and support guidelines. 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 Our Other Plugins PSM Multi Currency Switcher & Currency Converter for WooCommerce – Offer your customers a seamless multi-currency shopping experience. This plugin automatically updates exchange rates, detects your customer’s currency by their location, and provides robust switching options so you can sell around the world with ease. PSM Request a Quote for WooCommerce – Allow customers to request a quote for WooCommerce products with ease.