SupportCandy – Helpdesk & Customer Support Ticket System vs Zupportly – WordPress Helpdesk & Customer Support Ticket System

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.

Zupportly is a powerful, free, and self-hosted ticketing solution that eliminates monthly fees and per-agent costs. It features Unified Agent Management, Automated Ticket Routing, and Role-Based Access Control to securely manage unlimited departments while providing customers a polished frontend portal to track requests. Built with a privacy-first architecture, Zupportly is GDPR-ready, ensuring all support data stays securely on your own server with 100% ownership and no external tracking. Key features : Unified Agent System (WP User-Based) Front-end Customer Support Portal Intelligent Ticket Auto-Assignment Department-Specific Routing Read / Unread tracking with ticket count badge on admin menu Custom Short Code For New Ticket Page Floating Support Chat Bubble Auto-refresh on open ticket view — polls every 15 seconds for new replies; shows a pulsing “New reply!” button when updates arrive. Priority levels — Low / Medium / High / Urgent (set by agents only) Custom Agent Avatars & Display Names Live Agent Online Indicator Threaded Chat-Style Conversations Universal Ticket Transfer System Unique Ticket ID Tracking (ZT-XXXXXXXX) Automated Email Notification Engine Modern Card-Style Admin Dashboard Multi-Status Ticket Lifecycle Management Integrated Image Attachment Support Shortcode-Powered Ticket Lookup ([zupportly_tickets]) Inline Ticket Submission Form ([zupportly_ticket_form]) — embed on any page Full Admin Oversight & Team Stats Self-Hosted Data Security (No External APIs) Responsive UI Agent & Department Management – Agents are standard WordPress users with the Ticket Agent role — create them from Users → Add New. – Each agent gets a custom Chat Bubble Display Name (e.g. “Billing Dept”, “Sales Team”) shown to customers in the chat bubble — completely separate from their WordPress display name. – Upload a custom avatar per agent via the Settings page using the WordPress Media Library. – Avatars and department names appear in the chat bubble, ticket list, ticket detail view, and the frontend customer portal. Chat Bubble – A floating chat bubble appears on every page of your site, letting customers open a new support ticket in seconds. – The bubble header shows stacked agent avatars and a live green online indicator next to the “Support” label. – Customers choose a department/agent from a dropdown that shows the custom bubble display names. – The close (×) button reliably dismisses the form. Ticket Lifecycle – Every ticket gets a unique ID (e.g. ZT-XXXXXXXX) for easy reference and lookup. – Statuses: New (blue), In Progress (orange), Solved (green), Closed (grey). – Unlimited back-and-forth conversation with image attachments in every reply. – Both agents/admins and customers can close tickets; closed tickets disable further replies. Agent Assignment & Transfer – Tickets submitted via the chat bubble are automatically assigned to the chosen agent. – Agents see all tickets assigned to them plus all unassigned tickets in their list. – When an agent replies to an unassigned ticket, it is automatically assigned to them. – Any agent or admin can transfer a ticket to another agent at any time via the Assignment meta box. – Once transferred, only the new assignee and admins can reply. Admin Interface – Dashboard — stats overview (total, new, in progress, solved, closed), recent tickets table, and team overview with open ticket counts per agent. – All Tickets — beautifully styled ticket list with card rows, colour-coded status border accents, ticket number chips, stacked customer info, agent avatars, and inline row actions. – Ticket Detail — structured details panel, chat-bubble conversation thread (agent right/blue, customer left/green), and a clean reply composer with image attachment support. – Create Ticket — agents and admins can create tickets on a customer’s behalf with an agent picker showing avatars. – Settings — unified agent table pulling directly from WordPress users; set the Chat Bubble Display Name and avatar per agent; configure the frontend Ticket View Page URL. Frontend Customer Portal & Shortcodes – Shortcode [zupportly_tickets] places a ticket lookup portal on any page. Customers enter their email to see all their tickets, or enter their email and ticket number to jump straight to a specific conversation. – Shortcode [zupportly_ticket_form] embeds the full ticket submission form directly on any page — great when the floating chat bubble is turned off or you want a dedicated contact/support page. – Modern card design with a gradient header, status pill, chat-style bubbles with agent avatars, and an inline reply input. – The ticket view is wider and fully responsive for mobile. Email Notifications – Agent notified on new ticket assignment with ticket details. – Customer receives confirmation on submission with their ticket number and a link to the view page. – Both parties notified on new replies (with image links if attached). – Ticket view page URL included in all notification emails. Security & Performance – All inputs sanitized and escaped. Nonces on every AJAX action. – Agents only access their own tickets plus unassigned ones — proper capability checks throughout. – All data stored in your own WordPress database — nothing leaves your server. ⭐ Zupportly Pro — Take Your Helpdesk Further Get Zupportly Pro → Upgrade to Zupportly Pro and unlock a complete professional helpdesk suite built on top of everything you already have in the free version. No migration, no data loss — just more power. 🧩 Custom Form Fields Add unlimited custom fields to your ticket form — short text, long text, dropdown, checkbox, number, and URL types. Drag and drop to reorder every field (including built-in fields like Name, Email, Subject) in any order you want. Rename any field label and set custom placeholder text. Custom field values are saved with every ticket and displayed in the admin ticket view. 📚 Knowledge Base Create a full Knowledge Base with categorised articles and a professional article layout. A smart suggestion popup appears directly below the Subject field as customers type — showing matching articles before they submit, reducing your ticket volume. Helpful vote counters (👍 Yes / 👎 No) track article usefulness. Agents can search KB articles from inside any ticket. Mark any WordPress Page or Post as a KB article with one click. ⚡ Canned Responses Speed up replies with one-click pre-written responses. Agents can insert responses from a searchable modal filtered by category. Agents can also save their own personal responses directly from the reply composer — just write a reply and click “💾 Save Current Reply.” 🛒 WooCommerce Integration Link WooCommerce orders and products to support tickets. Customers can search by Order ID when submitting a ticket. Agents see full order details, purchase history, and linked products in the ticket sidebar. Configurable agent access permissions — restrict order data to admins only if needed. ✉️ Branded HTML Emails Replace plain-text notification emails with beautifully designed HTML emails. Upload your logo, choose a brand colour, customise the “From” name and footer text. Includes a live browser preview. ⏱ Ticket Auto-Close Automatically close tickets that have been inactive for a configurable number of days. Sends a reminder email before closure. Choose which ticket statuses to apply auto-close to. 🔒 Private Notes Agents can add internal-only notes to any ticket. Private notes are stored separately from the conversation thread and are never shown to customers. ⭐ CSAT Surveys Automatically send a 1–5 star satisfaction survey when a ticket closes — via email and as an inline widget in the customer portal. Results appear in a WP Dashboard widget showing average score and per-star breakdown. 🔔 Auto-Refresh & Live Updates Configurable auto-refresh keeps the dashboard and ticket list current. A Refresh button with a live unread count badge is added to the dashboard. Set the refresh interval (15–600 seconds) from Pro Settings. 🏷 Custom Ticket Statuses Add unlimited custom statuses alongside the four built-in ones. Each status has a custom label, URL slug, and colour picker for visual clarity in the ticket list. 📋 Audit Trail & Activity Logs Every action on every ticket is automatically logged — replies, status changes, assignments, private notes, auto-closes, and CSAT ratings. View per-ticket logs in the Activity Log meta box. Export as Excel/CSV or print as PDF. 💾 Backup & Restore One-click JSON export of all tickets and Pro settings. Import on any Zupportly site to restore or migrate data. → Get Zupportly Pro