WP Ticket Enterprise
WordPress Plugin
Provides enterprise level multichannel service request management with performance analytics, request analytics, custom reporting, and time tracking
  • Define, categorize, and analyze service request tickets.
  • Provide private, public, or mixed ticket support.
  • Advanced collaboration for faster ticket resolutions.
  • Assign responsibility and monitor resolution progress.
  • Monitor service performance and control service costs.
  • Role based content access for customers, managers, and agents.
  • Deliver insight with built-in or custom request analytics reports.
  • Create custom email notifications to keep customers and employees updated.

System and agent dashboards

Admin dashboards

  • Get a real-time, system-wide view of how quickly and efficiently tickets are resolved
  • You can drag and drop or disable widgets to customize your dashboard
  • Charts displayed to agents are limited by the tickets assigned
  • Charts displayed to managers are system wide

Frontend Agent and Manager dashboards

  • Get insight on Agent and Manager performance by individual dashboards.
  • Search through Agent or Manager assigned tickets
  • Export all tickets or pick and choose the ones that are important to CSV, Microsoft Word or Excel
  • Paged navigation is available for big systems
  • Contextual coloring on Major and Critical tickets
  • Sort, enable or disable columns

Open tickets anywhere anytime

Create tickets from admin area or front-end forms anywhere anytime. Customers do not need to login or have a user account to open tickets. Responsive interface allows usage of any device to open tickets.

In addition to standard tickets, you can create private or password protected tickets.

Post locking feature prevents other agents from accessing and modifying the ticket during editing. The agent that has been locked out receives a dialog that says another agent is editing the ticket and is no longer able to edit the ticket.

 WordPress plugin - WP TicketCustomize Frontend Forms

Customize frontend forms

Administrators can customize frontend forms to match your needs through plugin settings page:

  • Enable or disable fields displaying only the ones you need
  • Set or unset required fields
  • Enable or disable captcha
  • Resize field size changing the row the field is in the grid

    Search tickets with filters

    • Search tickets from the admin area or using front-end search form
    • An advanced search form with search operators is provided for Managers and Staff
    • Customers can search tickets from front end using ticket ID or email address. Email address based searches displays ticket history so you do not need to give backend access
    • Export admin search results to PDF or CSV files
    • View related tickets on the ticket's page on the page. Related tickets shows parent, child, duplicate tickets in contextual color based on ticket priority. You can also export, sort, and search related tickets

    Get Insight through request analytics

    Analyze key performance indicators to get insight on help desk performance, agent performance and work load. The following charts and widgets provided out of box:

    • Ticket Counts By Assignee By Status
    • Ticket Counts By Status
    • Ticket Counts By Topic
    • Ticket Counts By Priority
    • Ticket Counts By SLA
    • Ticket Counts By Assignee By Priority
    • Ticket Counts By Priority By Status
    • Time Spent Per Ticket By Assignee
    • Time Spent By SLA
    • Ticket Counts By Status By Created Date Last 4 Weeks
    • Ticket Infocircles for pending, critical, and in progress tickets.

    Create and display custom fields

    • Create custom fields to better represent your Agents and Tickets data
    • Custom fields are displayed in the Details tab of respective agent or ticket
    • Custom fields can be used in search or submit forms(disabled by default)
    • Update or delete custom fields per agent or ticket basis
    • Unlimited number of custom fields can be created

    Client area for subscriber users

    WP Ticket Enterprise edition includes a client area. All logged-in users who are assigned to "Subscriber" role can:

    • Access to the self-authored tickets.
    • Publish new tickets from the admin backend
    • View self-authored ticket list at the frontend
    • Filter through the self-authored tickets at the admin backend
    • Add Ticket comments for the self-authored tickets from the admin backend
    • Private ticket submit and search forms accessible to subscribers only.

    Admin, manager, and staff users can create tickets on behalf of subscriber users.

     WordPress plugin - WP TicketCreate To-Do Lists For Tickets

    Create to-do lists for tickets

    • Create to-dos for tickets such as tasks to close tickets or follow ups.
    • A to-do item can be connected to multiple tickets.
    • Assign priority and check when to-do item is completed.
    • Filter and search through to-dos.
    • Save filtering criteria for most searched to-dos.
     WordPress plugin - WP TicketSummarize To Find Essential And Relevant

    Summarize to find essential and relevant

    Access to essential information faster using contextually colored tickets in the front-end and admin area.
     WordPress plugin - WP TicketImport or export tickets and related records from/to CSV files using WP Ticket Enterprise WordPress plugin Operations screen

    Import/Export/Reset from CSV

    Administrators can bulk update, import, export or reset existing tickets, agents and their relationships with each other (exp. ticket assignee) from/to CSV files using Operations screens.

    Get notified when needed

    Get notifications on when things created, changed, or deleted. Disable when not needed.Creating custom email notifications keeps your staff and users updated on their tickets. Out of the box, the following notifications are provided:

    • New Ticket Comment: Sends notification to customer or assignee when a new comment added or changed.
    • New Ticket Assigned: Sends notification to staff member when a new ticket assigned to him or her by a manager member.
    • Ticket Change: Sends notification to customer when submitted ticket got updated (such as priority or status change) by a staff member.
     WordPress plugin - WP TicketRole Based Ticket Access

    Role based ticket access

    WP Ticket Enterprise is designed to ensure only authorized employees perform certain operations. Role based ticket content access allows manager and agent members to focus on task at hand and protect your organization from unauthorized content access.

    Create custom reports

    • Create and publish your custom reports using Visual Shortcode Builder.
    • Use Analytics module to do calculations such as counts, averages etc.
    • Can be used in any page by clicking on WPAS button.
    • Use multiple filters to match the content to be displayed
    • The report displayed is adjusted based on the user roles. For example; managers see more records than agents or subscribers.
     WordPress plugin - WP TicketCollaborate For Faster And Effective Resolution

    Collaborate for faster and effective resolution

    Front end and admin area commenting system allows effective and efficient collaboration leading ticket resolutions. Commenting system also centralize request conversations to better track resolution progress.

    WP Ticket Enterprise comes with custom commenting system which allows creating of private comments. Comments are not mixed with WordPress post or page comments and accessed through its own menu.

    Custom commenting also color flags responses based the user's role hence visually allowing to see who commented last to better locate tickets which need action from your side.

    $29.99 value included

    Use canned responses for faster resolutions

    • Respond to common questions or cases with predetermined responses.
    • Create and manage unlimited canned responses.
    • Categorize canned responses based on the criteria relevant to your organization.
    • Filter through canned responses for easy access to the one you need.
    • Customize your message with ticket attribute tags.
    • Faster message delivery with intuitive interface.
     WordPress plugin - WP TicketUse Canned Responses For Faster Resolutions
     WordPress plugin - WP TicketAccept Tickets From Emails
    $39.99 value included

    Accept tickets from emails

    • Deleting emails after creating Tickets
    • Setting maximum number of emails to post: a handy feature exp; if you want to accept specific number of Tickets.
    • Protection against spam or unauthorized Ticket creation using email pins, authorized addresses, and banned file names.
    • Allowing visitors(users who do not have publish capability) to create Tickets via email
    • Setting default subject for email without any subject line.

    • Setting separate Ticket post statuses for users and visitors.
    • Using shortcodes to categorize emails or to set values.

    Email processing activity history is recorded for processing errors or validations.

    Configuration is included to support this extension - sold separately

    Integrate with Easy Digital Downloads

    • Connect Easy Digital Downloads purchases and/or downloads to tickets frontend and backend
    • Display related Easy Digital Downloads purchases and/or downloads on single ticket pages and list.
    • Integrate Tickets with Easy Digital Downloads my account page
    • Support pre-sales type ticket submissions
    • Provide insight on download quality and development
    • Supports Easy Digital Downloads Software Licensing extension
     WordPress plugin - WP TicketWP Ticket Enterprise Easy Digital Downloads Extension allows displaying of connected customer orders and products ordered in tickets pages
    Configuration is included to support this extension - sold separately

    Integrate with WooCommerce

    • Connect WooCommerce orders and/or products to tickets frontend and backend
    • Display related WooCommerce orders and/or products on single ticket pages and list.
    • Integrate Tickets with WooCommerce my account page
    • Support pre-sales type ticket submissions
    • Provide insight on product quality and development
     WordPress plugin - WP TicketWP Ticket Enterprise WooCommerce Extension allows displaying of connected customer orders and products ordered in tickets pages

    Full documentation

    Extensive documentation on the functionality of WP Ticket Enterprise is accessible online. In addition, a glossary of terms, concepts, relationships is included in the "Glossary" tab of app settings in the admin area for further clarification. Click for WP Ticket Enterprise Documentation.

    Bring your own theme

    WP Ticket Enterprise WordPress plugin is theme agnostic. Most well-written WordPress themes can be used without making any modifications.

    Translate to your own language

    WP Ticket Enterprise WordPress plugin can be translated into any language by using your favorite .po file editor. Click for WP Ticket Enterprise Documentation.

    AuthoreMarket Design
    Publish Date2015-02-05
    Last Updated2017-01-30
    NEW Ability to set page templates for ticket and agent single pages. Options are sidebar on left, sidebar on right or full width
    NEW EMD Widget area to include sidebar widgets in plugin pages
    NEW Ability to enable/disable any field, taxonomy and relationship from backend and/or frontend
    NEW Ability to add custom CSS in plugin\'s frontend pages
    NEW Ability to remove access restrictions on frontend for tickets
    NEW Ability to limit ticket search and entry forms to logged-in users only from plugin settings.
    NEW Rewrite incoming email feature better supporting shared hosting environments and removing php related dependencies
    FIX New ticket notification sent to user for incoming emails
    NEW Added ability to permanently delete plugin related data from plugin settings
    NEW Added ability to recreate installation pages from plugin settings
    NEW Added CSRF protection enable/ disable checkbox in settings
    NEW Added ability to modify base slugs in settings for better SEO
    Upgraded Operation CSV import library
    FIX WordPress archives of other post types not showing to visitors (not logged in users) due to permission checking
    NEW Added configuration for Easy Digital Downloads WP Ticket extension
    Fixed misc minor issues
    Added Begins, Ends and Word search operators to search forms
    Added Subject fields to Advanced search form
    Fixed - search results not showing more than 10 tickets
    Misc. bug fixes and improvements
    NEW Added configuration for WooCommerce WP Ticket extension
    NEW Added ability to add custom fields for agents and tickets
    Small GUI improvements and fixes
    NEW Added limit by to chart data in Visual Short Code Builder
    Fixed Support Ticket list table to show all in pagination
    Fixed posts not getting displayed issue when the plugin is activated
    Modified incoming email messages time stamped in future to the current datetime. It is was causing emails to be scheduled instead of published.
    NEW Added ability to auto-fill logged in user email when opening a ticket
    NEW Added ability import/export ticket, agent, canned response, to-do list relationships from/to CSV files
    Added ability show dashboard analytics to public; appropriate for publicly accessible tickets
    Added ability to use advanced ticket search forms by non-registered users
    Fixed POP3-SSL incoming email issue
    Fixed the issue of Related Tickets table not properly displayed
    Fixed the issue of previous and next links not working in some usecases
    NEW Added ability to covert private tickets to public tickets; available for admins, managers, and agents
    Moved phone and email attributes to Detail tab
    NEW Added advanced tables feature to search results and ticket list views
    Changed modified date to human readable datetime search results and ticket list views
    NEW Added ability to display tickets to public using support_ticket shortcode
    Changed search results and ticket list view sorting by last updated
    NEW Added ability for admin and manager users to set author of tickets allowing ticket creation by staff for users
    NEW Added ticket view support for Subscriber users; permitting logged in user tickets
    NEW Converted ticket list view page navigation to AJAX.
    Fixed minor bugs and upgraded the libraries
    NEW Added Submit Ticket page for registered admin, subscriber, manager, and agent users
    NEW Added Search Ticket page for registered admin, subscriber, manager, and agent users
    Fixed admin settings page translation issue in which translated strings were messing up the screen structure
    Fixed issues related to WordPress 4.3 upgrade
    Included update on canned response module capabilities on existing installations
    Fixed the issue of canned responses getting displayed to logged-in subscriber users
    Fixed issue contextual colors not displayed in admin and frontend
    Fixed allview css fie enqueue issue
    Modified Subscriber user role permissions so that subscribers are not able to change the original ticket content after the ticket is published
    NEW Converted relationship bullets to tables with export, search, and pagination functionality so that it will will be easier to find the right ticket in the front end
    NEW Added contextual coloring to front end table rows for critical and major tickets
    NEW Added comment tag to notification email templates so that comment history can be sent to user and/or agent
    NEW Added Ticket License Key to ticket backend and submit form
    NEW Added Ticket Product Name to ticket backend and submit form
    NEW Ability to enable or disable required fields in the frontend forms
    NEW Ability to export admin reports to CSV and PDF formats
    Fixed the issue related to some taxonomies not displaying in the admin backend
    Fixed the issue on not being able to filter multiple relationships in the admin backend
    Fixed canned responses permissions
    Fixed ticket list for subscriber role
    Added settings page for form customization such enable/disable fields, captcha and change field sizes
    Made some fields optional so that they can be disabled
    Fixed some minor bugs to improve stability
    NEW User can select a ticket comments as private; useful for private info submitted in comments
    NEW Added a ticket form with No captcha; useful for intranet users who are not logged in
    NEW Added class names to Support Ticket list view
    Fixed Misc minor issues
    NEW Added ability to update tickets through email replies
    Fixed the issue related to inline images not showing in the tickets created through emails
    Fixed the issue related to plugin updates not showing in the site plugins page in WordPress multi-site
    Fixed misc. defects
    NEW Added a to-do lists for tickets for documenting tasks need to be completed to resolve a ticket
    NEW Included WordPress subscribers as a custom role to view tickets they opened.
    NEW Added a User Map feature to auto sync WordPress Users to Agent.
    Fixed canned responses related misc. defects
    NEW Added a "Ticket List" view page with Visual Shortcode Builder enabled
    Fixed translation issue on search tickets result page
    Initial release