WSDesk is the premium WordPress Helpdesk Plugin & Customer Support Ticket System that offers top-notch features for the best customer support experience. With this plugin, receive all your customer queries, issues, and suggestions in the form of tickets.
The plugin’s value is amplified with unlimited tickets, unlimited agents and has features like supervisor profiles, email piping, auto-tagging tickets, auto-assigning tickets, custom ticket submission form, email filtering, email blocking, triggers & automation, quick reply templates, improved and optimized reports, agents’ satisfaction rating, and customer feedback and much more!
Unlike other SaaS-based plugins, WSDesk does not store your data in the cloud rather, all your data is stored in your system, making it one of the best WordPress support desk plugins in the market. Data privacy is one less thing to worry about with WSDesk!
Unlimited Tickets & Agents
Custom Ticket Views
Triggers & Automation
- Agents can receive an email notification whenever a new ticket is raised, or when a ticket is not replied by an agent within a specific period of time.
- Set notifications to Support Agent for a long-pending ticket.
- Automatic closing of Pending Tickets for more than configured number of days.
- Setting different actions for the tickets based on the source like email, support forum or Zendesk.
- Assigning the tickets to respective Department Agents.
- Treat your tickets based on the Priority.
- You can even schedule the triggers for future action using the Automation feature.
- And many more.
Trigger Custom Messages to Agents via Google Chat
Canned Responses & Rich Text
Also, Agents have various rich text formatting options while composing replies to the customer as QuillJS is integrated with WSDesk.
Agent Satisfaction Score
Backup & Restore
Easy Digital Downloads (EDD) Integration
Pay For Support Integration
- Accept Payment for the Support Services & Convert the payments to Credits.
- Check the Credit Balance of the Customer.
- Track all Credit Transaction History.
- Check Subscriptions and Balance from Users Dashboard.
- Create Unlimited Credit Rules.
- Create Triggers that deduct Credits, etc.
Add Professional Agent Signatures
Send SMS Notifications
Advanced Convenient Features
Customize Your Help Desk Support System
Restrict Tickets Access for Assigned Agents Only: Restrict the access to the tickets for assigned agents only. The other agents cannot visit or access the ticket.
Auto-Tagging And Assigning: Using Triggers, you can use tags to automatically assign tickets to the agents.
Auto Suggestion System: This feature allows Agents to select blog articles from the auto-suggested list while replying to tickets. And for Customers, it is shown while raising a ticket. The auto-suggestion feature works on title, content, and tags of the articles.
Ticket Custom Views: Based on certain conditions, you can create custom ticket views based on agents, ticket tags, ticket status, and so on.
Triggers & Automation: Using Triggers, you can automate certain responses in WSDesk.
Canned Responses: If there are several tickets that require a similar reply, you can create a custom template of your own. This will save your time and reduces the effort to type the same message for several tickets.
Bulk Edit & Merge Tickets: Bulk edit/update ticket assignee, ticket labels, ticket tags, the subject of the ticket and reply the tickets in bulk. This process will merge tickets automatically.
Agents Management: Configure and manage agent roles, their user rights and associated Ticket Tags of each agent.
Agent Notifications: Like real-time email alerts, the agents can receive notifications whenever a customer creates a ticket. Not only customer’s action, but a Support Agent’s response to the ticket or even a change in ticket status can trigger the emails.
Automated Emails: Send acknowledgment emails whenever a ticket is submitted and replied.
Agent’s Satisfaction Rating: Using Triggers, a satisfaction email can be sent to the customers to request feedback on your customer service. This will also help to analyze each agent’s performance.
WSDesk Backup & Restore: Backup and restore the WSDesk settings and tickets data within a specific date range, in simple steps.
Change Requester Email: Change/update the ticket raiser’s email address.
Unlimited Agents: Create unlimited agent accounts in WSDesk.
Customizable Ticket Fields: Create custom input fields for your customer support form.
Customizable Support Form: Create custom interfaces for support form. You can also create multiple support forms as well.
Multiple Attachment Fields: Customers can upload multiple attachment files while submitting the ticket.
Unlimited Days Reports and Analysis: Tracking ticket reports and agent reports are not limited to certain days but can be tracked for any custom duration.
Rich Content with Formatting Options: WSDesk comes with a rich text editor with advanced formatting options.
AJAX Based System: WSDesk is built with AJAX based design, that helps load information faster. No need to reload the page every time to get updated information.
Email Support System: Customers can reply to tickets from their emails. Hence reducing the need to login to your website to reply to the tickets.
Advanced Short Codes Supported: WSDesk supports advanced short-codes that enhance some functionality of the plugin.
Import Zendesk Tickets: Existing Zendesk tickets can be imported to WSDesk in simple steps.
WooCommerce Integration: WooCommerce can be integrated with WSDesk. WooCommerce fields will be used for ticket handling. You can even track WooCommerce reports separately.
Easy Digital Downloads (EDD) Integration: Just like WooCommerce, WSDesk also integrates with Easy Digital Downloads (EDD).
One Year Support & Updates: Every license of WSDesk comes with a one-year premium support and plugin updates.
FREQUENTLY ASKED QUESTIONS
What happens when the one year license expires?
After the plugin’s one year license expires, the plugin will continue to work as usual, but the download permission will be revoked. So, the updates for the plugin will stop.
I want my customers to first see their ticket view while logging into my site, and then have the option to create tickets. Is this possible with your plugin?
Yes, you can use the shortcode [wsdesk_support display=check_request] if you want your customers to see their existing tickets when they log in to your support page.
Is the auto-suggestion feature compatible with Knowledge Base plugins like "WP knowledge base"?
Yes, Auto Suggestion feature of WSDesk is compatible with Knowledge Base plugins.
Can I change the text and color of the 'Submit Request' button?
Yes, The color of the button is fully based on your WordPress theme. You can change it through CSS. We can help you to change the text. Please contact our support team.
Is there a way to activate WSDesk on our dev server and then remove the activation and reactivate on our live server?
Yes, you can find your active license key from WSDesk > Settings > Activate. You can deactivate the license key and then go to the dev/live server and enter the same key and email ID there to activate.
You can also find your active license key and email at MY API KEYS section of your My-Account page.
Is the plugin supposed to send an automatic reply email when a user submits a new ticket?
Yes, Automatic sending of emails can be achieved through WSDesk Triggers and Automation feature.
Can I configure the system to accept emails? For example, all emails to firstname.lastname@example.org will appear as a ticket?
Definitely. It will appear as a ticket. For that, you need to configure your email via IMAP correctly.
Your IMAP details will be available in your Domain CPanel -> Email.
If you are using Google GSuite emails, then read this article.
How do I configure IMAP on WSDesk?
Configuring IMAP on WSDesk is very easy. You can follow the steps explained in this article.
I have several websites - email@example.com, firstname.lastname@example.org, email@example.com. I would like the tickets to come to the same desk. I also want to tag them based on which email address the ticket was sent to. Is this possible?
Of course, you can set up an email forwarding from these different email IDs to the main support email that you wish to set up using IMAP in WSDesk. Now, if you want to create a separate view based on the email from which the ticket is forwarded from, then we do have an option to create a view based on that specific email ID.
After users fill out Ticket support form, they get message 'Support Request Received Successfully'.
Can I set up a redirect to a custom page?
Yes, WSDesk has an option to give a customized redirection URL after a ticket is submitted.
Any suggestion on a WordPress Live Chat Plugin which has integration with WSDesk?
We have released WSChat – a WordPress Live Chat Plugin based on customer request, which is simple and well integrated with WSDesk.
Will my agent get notified when a ticket is created or updated using this plugin?
Yes, you can trigger notifications to the agents when a ticket is created/updated using its Triggers and Automation feature.