WooCommerce Support Ticket System

Description

The WooCommerce Support Ticket System WCSTS seamlessly integrates into your WooCommerce installation adding a system to manage user and order support tickets In this way the Shop admin can easily keep track and give support for order and user issues LIVE DEMO https www codecanyondemo work wcsts wp-admin Shop admin account user demo pass demo Shop admin account user demo2 pass demo customer account user customer pass demo customer account user customer2 pass demo DOCUMENTATION How to automatically update the plugin To receive automatic updates just install and configure the Envato updater plugin https goo gl pkJS33 The official guide that explains how to configure it can be found at the following link https envato com market-plugin THE IDEA WCSTS extends WooCommerce adding a system to manage support tickets Via WCSTS can be managed three different ticket types Order tickets related to orders issues User tickets related to users issues New Pay Per Ticket For more details read the related paragraph Order and User tickets can be submitted by the user directly via frontend pages Shop admin can manage tickets using the special backend area Furthermore the plugin allows email notifications custom texts and many other customizations to better personalize the system according to the shop admin s needs Order tickets Once activated the plugin seamlessly adds a ticket area in all frontend order details pages My Account page – Orders – select any order In this special area the user can submit new tickets request support for that particular order read the admin replies for the already submitted tickets and submit new messages Optionally the user can also attach one or more files Once a ticket is submitted the customer and the admin can optionally receive a notification email notification system and attachment by default are disabled Enable them via the Options menu The order ticket system can also be completely disabled or it can be disabled only for the desired order statuses Just go to the plugin Options menu and configure its display settings according to your needs Note Guest customers can access the order ticket via the Thank you page The new ticket notification emails will generate a link to that page by using the order_page_url shortcode User tickets Is automatically displayed on the My Account page in its own tab called Personal Ticket Area text can be customized via the texts menu and can optionally be displayed on any frontend page by using the special wcsts_ticket_area shortcode This ticket type works in the same way as an order ticket for the exception that it is associated with a specific user the user must be logged in to access the ticket area rather than an order Once a ticket is submitted the customer and the admin can optionally receive a notification email the notification system by default is disabled It can be enabled via the Options menu By using the open_new_ticket parameter Example wcsts_ticket_area open_new_ticket 0 you can deny users to open new tickets The parameter accepts 0 o 1 as values NOTE to customize the login message just use the following format wcsts_ticket_area Type the message you want to display html code is accepted wcsts_ticket_area Pay Per Ticket The shop manager can now bind to any product or variant a number of questions that a user can ask Once the product is purchased and the order is paid or marked as completed the plugin will automatically open a special Pay Per Ticket by which the admin can keep track of the user questions The product quantity will affect the number of questions that the user will be able to ask Note if the order contains at least one Pay per ticket product the regular order ticket opening will be disabled To assign the number of questions to a product just edit it and in the General tab you will find an input field name Questions number For variable products the Question number setting will be editable for each variant via the Variations tab Example The admin binds 6 questions to Product 1 The user buys 2xProduct 1 Once the order will be paid The plugin will open a Pay Per Ticket having 12 questions The number of questions left can be editable by the admin using the ticket edit page The user can buy multiple products having questions bound to them The plugin will open a ticket for each of them Pay per ticket area is displayed in the front end by using the special wcsts_pay_per_ticket_area shortcode in any page supporting shortcodes The ticket area will be displayed only for registered users and non-registered users will be displayed a login message To customize the login message just use the following format wcsts_pay_per_ticket_area Type the message you want to display html code is accepted wcsts_pay_per_ticket_area Note if an order is deleted or marked as failed canceled or refunded the associated pay-per-ticket will be deleted too Once a ticket reaches 0 questions left the user will be automatically marked as closed Guest customers can access the order ticket via the Thank you page The new ticket notification emails will generate a link to that page by using the order_page_url shortcode Note for WooCommerce Subscriptions users In the case of a subscription product every time a renewal occurs the plugin will reset the pay-per-ticket question number associated with it The pay-per-ticket will be automatically created according to the order payment status not the subscription status File attachment Optionally you can enable files attachment for reply messages and tickets You can set the file size limit and configure which file types are accepted Furthermore thanks to the chunk upload system the plugin allows uploading any file size Use case File approval system The ticket system can be used also as a File approval system Thanks to the file chunk upload system your customers will be able to attach any file size to each ticket you can however limit the number of uploadable files size and types You can then reject the upload s by simply replying to the ticket optionally the user will be notified via email and eventually attaching files to your reply Each message will have its own attachments that can be eventually deleted to keep track of the attachment history Predefined answers Would you like to define a set of predefined answers that can be later recalled when managing a ticket You can Just access the Predefined answers menu and create them Those answers will be available to all the admins that will be lately answering the ticket Rich text and Tiny MCE on Frontend Optionally you can also enable the Tiny MCE editor for frontend ticket text areas In this way your customers will be able to enter rich texts To enable this option just go into the plugin options menu and enable the Enable Tiny mce editor for ticket message area on frontend option Backend managment The shop admin via the backend Ticket system management area will be able to keep track of all the submitted tickets In the ticket list table the shop admin can at once retrieve the following info Type can be Order or User It is needed to identify if the ticket is associated with a specific order or to a specific user Associated User Order id Status It can be Open In Progress or Closed Priority priorities can be customized using the special menu New message counter it helps to better identify if a user replied to a ticket Subject ticket subject Ticekt open date Ticekt last user reply date Deleting a ticket the system will delete all its related meta info including attachments In this way your server and your DB will be always clean Clicking on a ticket the Admin can edit its info read customer personal data download and delete attachments and reply to the user On ticket details the page can be also overridden the notification emails recipient s Assign ticket to specific admin users for better management Optionally you can assign tickets to specific admins users that have edit_posts capability and notify them You can also optionally filter their ticket list to display only tickets assigned to them To do that just go to the options menu and set the Display all tickets to non Administrator users admin area according to your needs By selecting the display all tickets option the admins will be able to filter the list displaying only the ticket assigned to them at the top of the ticket list they will find a filter to do that NOTE Administrator users will be able always to see all the tickets Custom statuses Besides the default Open In progress and Closed ticket statuses the shop admin can define his own custom statuses Automatic order tickets WCSTS plugin allows you to create tickets automatically each time the order hits a particular status In addition you can set up the first message to automatically include when the ticket is created Options customizations The plugin allows the shop admin many customizations such as User Order ticket subject type The subject can be an open text with length limit or a select menu by which the user has to select one of the preselected topics Use the text menu to configure them Messages and subject length limit Disable order ticket system disabling the ticket area will no longer be shown on every order details page The shop admin will be still able to display the User ticket area using the wcsts_ticket_area shortcode Attachments enable attachments number of attachable files size and types Email notification system enable disable user and or admin notifications Display ticket status on frontend Allow users to assign a priority to the just created ticket Texts Customizations The shop admin can customize the following texts New ticket description displayed on the new ticket box It could contain various info like ticket average processing times New ticket successfully submitted message This message is displayed after a ticket has been successfully submitted by the user Notification emails subject and body All email subjects and messages can be customized Furthermore can be used special place holder like subject message ticket_id to embed dynamic content about the current ticket message WPML The plugin is compatible with WPML To translate dynamic texts just go to the Text menu switch languages using the WPML language selector and input a text In the case of preselected topics Remember to create the translations for each language SCREENSHOTS Order ticket area User ticket area My account page tab User ticket area Shortcode Display ticket status optionally Admin area Assing tickets to specific admin users Filter ticket list displaying only the ones assigned Option menu Customize text menu Notification email User reply Admin reply User new ticket submission confirmation Pay Per Ticket Fronted area use the wcsts_pay_per_ticket_area to display Admin products edit page Admin products list page Admin ticket edit page CHANGE LOG 17 6 – 28 08 24 Bugfix 17 5 – 26 08 24 Several bugfixes Improved stability 17 4 – 14 05 24 Added new option to create tickets from the admin order details page 17 3 – 18 04 24 Fixed an issue that prevented the Order ticket to be saved if the associated order was deleted 17 2 – 21 03 24 Internal library update 17 1 – 08 12 23 Added option to set order id for Order ticket 17 0 – 08 12 23 Improved compability with HPOS 16 9 – 13 05 23 Fixed an issue with HPOS 16 8 – 20 05 23 Internal libraries update 16 7 – 03 04 23 Added a new metabox on the orders page that reports related support tickets 16 6 – 08 03 23 Minor UI improvement 16 5 – 27 01 23 Added new shortcodes that can be used in the admin notification email bodies 16 4 – 14 12 22 Improved automatic ticket management 16 3 – 28 11 22 Typo 16 2 – 28 11 22 Added new options to customize the Submit new ticket area title and the Subject label 16 1 – 28 11 22 Minor improvement 16 0 – 26 11 22 Typo 15 9 – 25 11 22 It is now possible to assign to each customer one or more agents Each ticket opened by that user will be automatically assigned to the associated agent 15 8 – 23 11 22 Fixed an issue due to the first message being posted multiple times automatic tickets only 15 7 – 22 11 22 Automatic ticket the first message is opened as Admin staff 15 6 – 20 10 22 Minor improvement 15 5 – 28 09 22 Minor bugfix 15 4 – 27 09 22 TinyMCE removed menu items 15 3 – 28 05 22 Fixed an issue related to Order tickets and guest users 15 2 – 13 05 22 Added option to restrict new tickets and message posts before the configured time interval 15 1 – 22 04 22 Added new shortcodes that can be used for the email body messages 15 0 – 21 04 22 Typo 14 9 – 09 04 22 Added new open_new_ticket for the wcsts_ticket_area shortcode that now allows to deny the opening of new tickets 14 8 – 30 03 22 Fixed an issue that made the plugin crash after activating 14 7 – 30 03 22 Fixed an issue due to PPT was not automatically opened after an order was placed Fixed an issue due to PPT was not displayed on the order page Ticket and message counters are now properly displayed on the orders list page 14 6 – 02 03 22 Typo 14 5 – 13 02 22 Fixed an issue due to was not possible to set 0 to the minimum message length option 14 4 – 09 02 22 Added option to set minimum characters 14 3 – 20 01 22 Added a new option to send a notification when a ticket is automatically opened by the system 14 2 – 24 12 21 Minor bugfix 14 1 – 14 11 21 Fixed an issue that prevents order URLs to be properly generated 14 0 – 13 11 21 Guest guest customers can access order and ppt tickets via the Thank you page The order_page_url will automatically generate the link to the Thank you page in case of guest orders 13 9 – 12 10 21 Minor bugfix 13 8 – 11 10 21 Minor update 13 7 – 08 10 21 The uploaded file name is now displayed in the frontend ticket area 13 6 – 22 09 21 Added new option to position order ticket area 13 5 – 18 03 21 Improved security related to the file upload process 13 4 – 29 01 21 Fixed an issue due to the email notifications were not properly formatted 13 3 – 13 01 21 Fixed an issue with WooCommerce 4 9 13 2 – 09 12 20 Minor bugfix 13 1 – 16 10 20 Added option to disable user replies until an admin hasn t replied to the ticket 13 0 – 14 10 20 For admin-specified topics is now possible to specify custom recipients 12 9 – 17 07 20 Added Dutch language thanks to kostprijscalculatie nl 12 8 – 13 07 20 Minor bugfix 12 7 – 26 06 20 Libraries updated 12 6 – 04 05 20 Fixed an issue due to the email default text was not properly loaded 12 5 – 01 05 20 Fixed a UI issue on the frontend ticket area 12 4 – 01 05 20 Improved message thread display on the smaller screen 12 3 – 09 04 20 Improved message date display function 12 2 – 10 03 20 Minor improvement 12 1 – 08 03 20 Fixed an issue due to the email sender name option being ignored 12 0 – 10 02 20 Improved some SQL queries 11 9 – 27 09 19 Fixed an issue related to the WooCommerce Subscriptions plugin 11 8 – 18 09 19 Added a new option to mark order tickets as closed when the order hits the completed status 11 7 – 29 05 19 Added a new option to disable the payment detection process for pay per tickets 11 6 – 15 05 19 Internal libraries update 11 5 – 24 03 19 Minor bugfix 11 4 – 21 03 19 Added option to disable new ticket opening for user ticket type 11 3 – 16 03 19 Minor bugfix 11 2 – 20 01 19 Fixed an issue with new lines and predefined answer 11 1 – 19 01 19 Added a new option to disable the Get help button on the orders list page 11 0 – 17 01 19 Fixed an issue with the ticket table page 10 9 – 17 01 19 Minor bugfix 10 8 – 16 01 19 Is now possible to use some shortcodes for replies