iSupportTicket
A lightweight help desk for WordPress. Customers and guests open support tickets on your site, and your team answers them from one clean queue in the dashboard.
Support without the monthly bill
Most small businesses answer support from a shared inbox. Messages get lost, two people reply to the same customer, and nobody knows what is still waiting. The usual fix is a help desk subscription that charges per agent, every month.
iSupportTicket puts the help desk inside WordPress. Add one shortcode to a page and customers can open tickets, follow the conversation and reply. Your team works every ticket from the dashboard, and the data stays in your own database.
What it does
The help desk features small teams actually use, without ticket limits or per-agent fees.
Support portal
One shortcode turns any page into a portal where customers open tickets, see their history and reply. It uses your theme's fonts and colors.
Guest tickets
Visitors write in with just a name and email and follow their ticket through a private link. Lost the link? They get every link emailed to them again.
One queue for the team
Active, open, answered, on hold and closed views, with "waiting on agent" flags worked out from who replied last.
Internal notes
Notes your team can see and customers never do, kept right in the conversation.
Departments and agents
Route tickets by department, assign them to agents, and keep a history of every status, priority and agent change.
Email notifications
Your team hears about new tickets and replies. Customers get a confirmation and every reply, with a link back to the ticket.
Private attachments
Screenshots and documents with the file types and size limits you choose, served only to people who can see the ticket.
Spam protection, no CAPTCHA
A hidden spam trap, a time check and an hourly limit per visitor. Private ticket pages are never stored by page caches.
Tested live on this site
Taken from a real install on thefareeddaar.com, with demo customers.
Installation
About five minutes from activation to your first ticket.
- Install and activate the plugin. A Support page with the [isupportticket] shortcode is created for you.
- Add your departments and check the email settings under Support, Settings.
- Give team members the Support Agent role, or keep it to administrators.
- Link the Support page from your menu or footer.
- Answer tickets under Support, Tickets.
Frequently asked
It is being prepared for the plugin directory now. If you want to use it before then, get in touch and I will send you a copy.
No. Guests write in with a name and email and get a private link to their ticket by email. You can turn guest tickets off so only signed-in users can open them.
Administrators and users with the Support Agent role. Support Agents see the ticket queue and nothing else in the dashboard, and only administrators can change settings or delete tickets.
Yes. The portal page itself can be cached, but private ticket links, form results and replies tell LiteSpeed Cache, WP Rocket, W3 Total Cache and other caches not to store them.
In a protected folder in your uploads, with long random file names. Files are only served through the plugin after it checks that the visitor can see the ticket.
The portal uses your theme's fonts and colors. One line of CSS changes the accent color, which is how the screenshots on this page match this site.
Release history
- First release.
Want it before it launches?
iSupportTicket is on its way to WordPress.org. Ask for early access, or tell me about the support workflow you need and I will build it around your team.