How to Customize Support Forms in WSDesk?

As mentioned above, the support page has two buttons:

• SUBMIT A REQUEST: Allows a customer to submit a new request. Once you click this button, a support form is displayed, as shown in the screenshot below.

By default, there are three ticket fields in the support form: Email, Subject, and Description (HTML supported). You can add, edit or even remove custom fields in your support form. These settings are described with more details later in this article.

• CHECK YOUR EXISTING REQUEST: Allows customers to check their existing request. If guest users check for an existing request, they will be prompted to log in to their account. The ticket information includes the ticket number, subject to the request, request date, agent assignee and ticket status, as shown in the screenshot below.

Alternate methods to display the support form and existing tickets:

1. Displaying support form with existing tickets

The two-button option is the default option to display the Support page. However, the plugin offers an alternative option to display the support page in the front-end. Here the support form is displayed along with existing request information in one single page, as opposed to two different pages seen in the previous two-button option.

To achieve this, you have to modify the short-code on the support page as shown below:
Change [wsdesk_support] to [wsdesk_support display=form]
The changes in the support page will be affected as shown below:
Click on the CHECK EXISTING REQUEST button to view your existing ticket requests as shown in the screenshot below.

2. Displaying existing request tickets on a separate page

If you wish to display existing request tickets table on a separate page, you should use [wsdesk_support display=check_request] short-code. The existing request tickets table will still be available on the main support page, by default. Hence to hide this, you can add the following CSS code:

//CSS to hide existing existing tickets
<style>
.support_option_choose{
display:none;
}
</style>

3. Displaying existing request tickets with information from additional fields

You can also display information from additional fields that you created in the existing requests for each customer. For this, use the short-code [wsdesk_support display=check_request fields=slug1,slug2]. In this short-code, you can add the respective slug of the ticket fields whose information you want to display. Separate the slugs by a comma in the short-code. You can get the slug for each field by hovering the cursor over the ticket field name.

For example, we are adding the short-code [wsdesk_support display=check_request fields=field_IS58]. The display of existing tickets will include the information from this field as an additional column (see below screenshot).

4. Displaying support form by reordering ticket fields

You can change the order of the ticket fields based on your preferences. For this, [wsdesk_support display=form_only fields=request_email,request_title] short-code has to be added.

A sample support form with custom re-ordering of ticket fields is shown in the screenshot below.

Note: If you are in the Visual mode in WordPress prior to 5.0, switch to Text mode. As the shortcodes can only be added in Text mode. In the Gutenberg editor, click the plus button, and search for Shortcode block. Add the shortcode you want to add to the editor and save and publish the post or page.

To explore more details about the plugins, go check out WSDesk – WordPress Helpdesk Plugin.

Read the product setting up article to understand the plugin, in detail. Or check out the product documentation section for more related articles.

You can also check out other WordPress and WooCommerce plugins in ELEX.