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How to Set up WSDesk Pay For Support Add-On?
This article explains the step-by-step tutorial to accept payment for customer support using WSDesk Pay For Support Add-On.
The WSDesk Pay For Support Add-On lets store owners accept payments from the customers in return of credits, that enable them to pay for your customer support. As the support transaction proceeds, the required credits will be deducted from the customer’s account. The store owners can easily manage all the credits, subscriptions, and transaction history from the back-end, in addition to manually adding credits to the customer’s account from the add-on’s dashboard.
For sending WSDesk SMS notifications, you need the following:
Getting started with WSDesk Pay For Support Add-On
Creating Credit Rules
Go to Pay For Support > Create Rules.
This section allows you to create credit rules for individual or subscription-based products. Based on the settings you configure here, the credits will be applied to the user when a purchase, subscription, or a support transaction happens.
Following are the settings to be configured:
- Credit Rule Name: Provide a suitable name for the credit rule.
- Product Identification: Specify the WooCommerce product ID from your store that you want to associate in the credit rule.
- Set Price: Specify the amount that you want to map with credits. For example, if your product price is $100, and you are planning to provide 10 credits for each $20, then enter 20 here. Leaving it empty will set the product price.
- Set Credits: Enter the number of credits you want to provide to your customer for the price specified in the above settings.
- Maximum Credits: Enter the maximum credit a Customer can have. This upper credit limit can be overridden by manually updating the credit from the customer profile page. Leaving it empty will remove any cap on holding the credits.
Managing Credit Rules
Go to Pay For Support > Manage Rules.
You can manage all the created rules in this tab. All the information is laid out in a table that consists of Credit Rule Name, Product ID, Price, Credit, Maximum Credit, in addition, to edit and delete options.
When you click on the respective edit icon, a pop-window appears that allows you to edit/update the credit rule.
Creating and Managing Triggers
Go to Pay For Support > Triggers.
The Triggers help you automatically deduct credits from the user’s account. Based on the rules set, credits will be automatically deducted based on the WSDesk Ticket Status. When the conversation in the WSDesk tickets dashboard, moves to any one of its ticket statuses and if it is assigned a credit, it will be deducted from the customer’s account.
For setting up a new trigger, you need to select the desired WSDesk ticket status and assign credit value to be deducted.
Applying Credit Rule Manually
Go to Pay For Support > Apply Credit Rule.
If you have an existing customer or the payment of a product is done offline (or by any other means), you can manually apply credit rule to a user. You need to select the user name from your WordPress site, assign the desired credit rule, and save the settings.
Tracking History of Transaction
Go to Pay For Support > History.
In the History tab, you can track all credit transactions that are done by the users. The table shows information like date of transaction, user email address, request number (WSDesk ticket number), the status of the transaction, credits deducted, and the credit balance.
The add-on also allows you to download the complete history in a CSV file and even delete the complete history. The options are which are located on the top right corner of the window, as shown in the screenshot below.
Once you click on the request number, it will redirect to the respective WSDesk ticket page.
The WSDesk ticket page shows the subscription method and credit balance on the top, as shown in the screenshot below.
Go to Pay For Support > Reports.
You can analyze reports from the last 7 days. The reports dashboard is divided into the following three sections:
- Status of New Request – Shows the current status of new requests from the last 7 days.
- Status of Agent Request – Number of agents and the tickets assigned to each agent.
- Status of New and Solved Request – Shows the status of new and solved requests from the last 7days.
Adding a Custom Logo for Branding
Go to Pay For Support > My Account.
Store owners can add a custom logo of their company or shop for branding purposes. This logo is reflected in the Credit subscription box which can be seen by the WordPress user’s dashboard in the back-end as well as in the custom Pay For Support page in the front-end.
To add a logo, you can simply paste the URL of the logo from your media library and click the Update button.
Accessing Credit Details by the Customer
Customers can access, track, and manage their credits in the custom Pay For Support page. This page should be created by the store owner by using the shortcode [wsdesk_pay_for_support] as shown in the screenshot below.
When a user accesses the page, they can see that the page is divided into three sections:
- Add User
- Credit: Shows the current subscription method and credit balance of the customer. Customers can also see the branding logo that you have configured.
- Add User: A customer can create child user accounts that can make the transaction on behalf of them. A parent account holder needs to enter details like username, email address, and a password for the child account, as shown in the screenshot below.
As a store owner, you can track these account types, the current subscription method associated with the account, and the remaining credit balance in the WordPress Users dashboard as shown in the below screenshot.
- History: Shows the complete history of the transactions made and the remaining balance after each transaction.
Store owner accessing User Credit Details
Store owners can track and view a user’s credit details in the individual WordPress user profile page. In the WordPress Users dashboard, they can simply click on a user profile to open the page for viewing. An important point to note is that when you click on the Child Account link in the Users dashboard, it will redirect to the parent account’s profile page.
Next, scroll down the user profile to find the Credit History and Credit sections as shown in the below screenshot. The screenshot shows the credit transaction history and the remaining credit balance in the individual WordPress user profile page.
This should help you get going!
You can also check out other WooCommerce and WordPress plugins in ELEX.