Simply click on "Setup WP ticket Pages" button. All required pages will be created automatically.
Agents are support staff members who are tasked to resolve tickets. To assign a ticket to an agent, click on "Create Connections" link in the Assignee box, select an agent from the list by clicking on the plus icon next the name of the agent while you are in the edit screen of a ticket. Then click Update button. After an agent assigned to a ticket, you will see the agent's name under the assignee column in the ticket list screen. After an agent assigned to a ticket, the agent will get an email notification which can be customized from the plugin settings.
You can make tickets private or publicly accessible by changing the author of a ticket. If a customer logs in and create a ticket, that ticket can not be seen by other customers. If you change the author of a ticket to Visitor, then the ticket can be seen by anyone visiting that page.
Admins can add custom CSS or JavaScript code to the plugin pages from the plugin settings. Go to WP Ticket > Settings and click on the Tools tab. You will see Custom CSS and JS fields, add your code and save. The code added here will be not affected from any plugin updates.
If you do not need to display a sidebar in ticket or agent pages, you set the page template from the plugin settings. Go to WP Ticket > Settings, click on Tickets or Agents section under Entities tab and set the Single template field to Full Width. You can also change the location of the sidebar.
WP Ticket comes with its own templating system. To display any widget in the plugin pages, you need to add them to EMD Widget Area. I will add Recent tickets and Comment widgets to the sidebar.
Admins can customize ticket and agent pages from the plugin settings. Go to WP Ticket > Settings and click on Tickets or Agents section under Entities tab. There are many options available here. I will disable a field from the frontend.
Ticket notification emails can be customized from the plugin settings. Go to WP Ticket > Notifications page and then click the email you want to customize. You can also modify the triggering event for each notification email.
Customers can reply to their own tickets by adding a comment on the corresponding ticket page. If the incoming email addon is purchased, they can also reply to the ticket notification emails. Each reply can be added either as a comment or a new ticket by selecting the desired method from the plugin settings.
There are two ways you can respond to customer tickets. You can add a comment from a ticket's page from the frontend or edit a ticket and add a comment from there. WP Ticket Pro and Enterprise come with advanced ticket response system with pro level features.
Agents can go to Agents menu, hover on their name and click the view quick link in the admin area after they logged in to see their own profile.
To add a new Agent, login in as admin, go to Agents and click Add New button or link. Make sure that you already created a WordPress user with an Agent role. Then you must pick the user created from the Agent User dropdown to link the Agent to the user. To edit an Agent record, hover on the Agent's name and click edit link.
Admins can customize the out of the box terms for ticket topics, priorities, and statuses by simply clicking on the corresponding menu pages.
Support team members can edit published tickets. Go to Tickets menu, find the ticket you want to edit and click on edit link.
You can customize search tickets form from the plugin settings. Click WP Ticket > Settings > Forms and Search Tickets section. You can customize many features of the form with a few simple clicks. I will disable a couple of fields and show the modified form.
You can customize open a ticket form from the plugin settings. Click WP Ticket > Settings > Forms and Open a Ticket section. You can customize many features of the form with a few simple clicks. I will disable a couple of fields and show the modified form.
Click the "View" quick link of the Open a Ticket page to see the support ticket submission form. Customer can use this page on the frontend or login to the admin area and open a support ticket.
Click the "View" quick link of the Search Tickets page to see the ticket search form. Anyone can go to this page search for tickets. The Smart Search Addon offers more advanced search in the admin area. The Smart Search is integrated with the WP Ticket Pro and Enterprise editions.
Click the "View" quick link of the Ticket list page to see the all your tickets in a tabular format. You can customize the shortcode to display specific segments. Refer to the documentation on how to create shortcodes. https://docs.emdplugins.com/docs/wp-ticket-community-documentation/#article355. WP Ticket Pro and Enterprise editions come with Visual Shortcode Builder which can used to create more advanced shortcodes.

Yes and No. The customization of our plugins could be very easy or may need a pro help depending on your needs. Our plugins come with an extensive set of tools and options in the plugins settings pages. You can customize many aspects of look and feel with a few clicks there. Enabling, disabling fields, changing colors or borders are very easy. We also provide extensive documentation for customization. However, if you need additional functionality,  advanced or complex changes, we recommend you to hire us.

Yes. If your organization grows and you need to upgrade your license, you can purchase a new license anytime from my accounts page. All license upgrades are prorated.

To upgrade your license:

  1. Login your account
  2. Under Purchase History Tab, click on View licenses link
  3. Click on View Upgrades button
  4. Pick the license you want to upgrade to and click on Upgrade License link
  5. Complete the check out process

Yes. All subscriptions get renewed  at a 10% discount annually. You can cancel your subscription  from your account page. If you renew your license manually, 10% discount is not offered.

In order to use our plugins, you must have a self-hosted WordPress site. If you do not have a self-hosted WordPress site, we offer fully managed solutions for your business or organization for a flat monthly or yearly fee. Please contact us by opening a support ticket if you need fully managed solution.

Yes. All our plugins can be translated and localized to any language. Please check the localization section of the documentation for details.