WP Ticket Professional WordPlugin offers a fully-featured yet easy-to-use helpdesk and customer service system. In this tutorial, we will show how to set up and configure the main components of WP Ticket Pro.
For brevity sake, we assume you completed the following steps:
Before going over each step in detail, let's define a typical WP Ticket workflow.
If you follow the instructions below, you will have a functioning helpdesk or customer service system where customer can submit their requests and agents respond to the requests in an efficient, consistent way. When completing each step, we recommend you to think about the workflow above to see what each step accomplishes.
To be able to create support managers, you must create WordPress users first and assign each user to either the "agent" or "manager" user role.
Please note that agents can only see and respond to support requests assigned to them. Managers can assign, see and respond to all customer support requests.
To be able to allow Support Agents and Managers to login to WordPress, you must create a user for each Agent and Manager.
After Agent and Manager WordPress users are created, you must create actual Agents and Managers and assign them to each WordPress user created. Creating an agent record allows you to set up an agent page on the front end of your website.
Customer Service Departments are a group of agents who are responsible for a subject area. Each service department may have an unlimited number of agents. A support ticket can be assigned to a department instead of a support agent.
To create a department, follow the steps below:
WP Ticket Pro comes with Service Level Agreements (SLAs), Channels, Priorities, Statuses, Ticket Tags, and Topics taxonomies. These taxonomies allow you to group and tag individual support tickets.
Each taxonomy comes with default terms. A term is a value assigned to a taxonomy. For example, SLA taxonomy has 1h, 6h, 24h, etc. terms. You should go over each taxonomy under the Tickets menu and customize the values listed matching your business.
WP Ticket Pro comes with a step of default pages. These pages could be created using the Setup Assistant. If you accidentally closed the Setup Assistant notifications, you create these pages by clicking on the "Install Pages" button that is located under Dashboard > WP Ticket Pro > Settings page> Tools tab.
By default, the following pages created through Setup Assistant or "Install Pages" button:
After the pages created, you need to display the page links to your customers by including them in your theme's menu. We recommend you to delete unused default pages.
You can access the Notifications page by following the Dashboard > WP Ticket Pro > Settings page path. Click on the notification title to edit each notification setting.
WP Ticket Pro WordPress plugin comes with 4 Notification events:
Please note, each notification email can be customized, temporarily deactivated.
If you or customer cannot get notification emails, you can check the following: