Support System

Set up an awesome support ticket system on any WordPress site, complete with FAQ.

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Screenshots

Easily manage your Support System right from your admin.
Create categories for tickets and FAQs.
Network admins can easily add new FAQ questions.
Submitting a ticket is as easy as writing a post.
All tickets appear in the network admin under Support.
View the entire conversation history while responding to a ticket.

Video

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Detail

The one thing that gives a site the edge over any other is personal support. The Support System plugin will help you upgrade your site from “good” to “GREAT!”

Take a look at our quick video overview.

 

The Support System plugin lets you put two basic support mechanism in place: an FAQ section and a traditional “submit a ticket” system. Both appear as part of your users’ dashboards. They can browse help topics via the FAQ section, or they can contact you directly, and receive responses as well, right from the dashboard. This style of professional integration helps you achieve maximum convenience.

A Quick Rundown of the Features

Support System makes it easy for you to provide a network of support for your users and boasts a number of excellent features:

  • Easy-to-use interface for viewing and answering tickets
  • Email notifications when new tickets arrive, meaning you can have top ticket turnaround times
  • Assign tickets to specific team members/staff
  • Fully functional editor lets you include styles and images in your responses
  • Users get a handy built-in Dashboard menu that allows them to view, create and submit tickets with the greatest of ease
  • Tickets are tracked with status details, leaving no one in the dark about what’s happening
  • Create an FAQ area where users can find answers and vote on existing answers to help you gauge how well your FAQs are helping users
  • Embed media (like helpful videos) in your FAQs
  • Fully integrated with Pro Sites so you can make support a premium feature available to only those users with a certain premium level (this is optional)

Support System in Action

Take a look at the easy-to-use Support System in action. As mentioned, there are two basic components: Submit a Ticket and FAQ. First will take a look at the Submit a Ticket component.

Submit a Ticket

Easily add categories to support ticket emails. This lets users choose a category when they are submitting their tickets.

support-system-tickets-categories-add

 

Users can then submit a ticket from their dashboards, choosing one of the categories created above.

support-system-add-new-ticket

 

The Admin (or the person responsible) can then answer the user’s ticket and send a reply. Notice the fully functional editor which allows for styling and the insertion of images, etc. This is perfect for including screenshots — a picture is often worth a thousand words.

support-system-new-ticket-update

 FAQ Section

Easily set up your FAQ section by first setting up categories.

support-system-faq-categories-add

 

Adding an FAQ question is as easy as adding a WordPress post:

support-system-faq-manager-add

FAQs show up for users in an easy-to-navigate screen with different tabs for different categories.

support-system-faq-manager-questions-userview

You can also add media (such as easy to follow videos) to your FAQ questions. For example, you can add shortcodes from out Integrated Video Tutorials plugin. Or you can simple add a link from a supported site such as YouTube.

media-in-faq3

And voila! You get a video.

media-in-faq2

 

Support is Crucial

Don’t leave your users without help.  Give them the support they need with our Support System Plugin today!

The Support System plugin is a great tool for your users, but also a smart choice for you.  Don’t loose track of what your users need, staying up to date and involved will ensure that your network is successful with happy users!

 

Guaranteed to Work

PLUS: ‘Guaranteed To Work’ Compatibility with the Latest Version of WordPress, Multisite and BuddyPress

We guarantee that all our plugins work with the latest version of WordPress, Multisite and, if appropriate, BuddyPress too … no more suffering with broken, poorly coded, free plugins… that’s the WPMU DEV money-back guarantee.

PLUS: Absolutely NO license restrictions

Whether you choose to purchase one plugin or all our plugins and themes, you can use your purchase on as many sites as you like, for as long as you like, no ongoing membership or subscription required, everything at WPMU DEV is 100% GPL.

PLUS: No subscription or ongoing membership required

Simply join and then cancel your membership, and you can carry on using our plugins and themes for as long as you like, wherever you like. Or, become an ongoing member for more support, updates, new plugins and APIs for videos, our dashboard and more. It’s up to you!

PLUS: Unlimited Live & Q&A Support from the WordPress experts, for anything to do with WordPress at all!

All WPMU plugins and themes come with simple usage instructions, and unlimited member access to support Q&A where our dedicated team of WordPress support and development experts are waiting to answer your questions 24 hours a day – no appointment required!

PLUS: Fully internationalized, fully white-label ready, fully customizable

It’s easy to translate any WPMU DEV plugin or theme, and it’s equally easy to white-label them so your clients or users never know your secret source. As 100% GPL code, you’re even free to edit our plugins and themes as much as you like, no questions asked.

PLUS: More Amazing Premium WordPress Plugins

Buy the plugin now and we’ll show you how to upgrade to premium membership and gain access to EVERYTHING we offer: more than 300 plugins and themes, all with the same the updates and support we’ve just promised you.

Join more than 100,000 satisfied customers who trust WPMU DEV as their #1 WordPress resource – it’s like having your own dedicated WordPress team.

Usage

Before you start:

If you are also using the Multi-DB plugin, you need to add the global table lines to the db-config.php file in Multi-DB BEFORE installing the Support System plugin or running the sql.txt in Multi-DB

  • Add these lines to your db-config.php file in Multi-DB:

add_global_table(‘system_faq’);
add_global_table(‘system_faq_cats’);
add_global_table(‘system_tickets’);
add_global_table(‘system_tickets_cats’);
add_global_table(‘system_tickets_messages’);

To Get Started:

Start by reading Installing Plugins section in our comprehensive WordPress and WordPress Multisite Manual if you are new to WordPress.

To Install:

  • On regular WordPress installs – visit Plugins and Activate the plugin.
  • For WordPress Multisite installs – visit Network Admin » Plugins and Network Activate the plugin.

Settings

Once installed and activated, you will see a new menu item in your admin sidebar: Support.

support-system-menu-191

The menu is the same for both single sites, and multisite installs where it appears in the network admin.

The first thing we need to do is configure the settings of the plugin. If you have installed Support System on a multisite, go to Support > Settings in your network admin. On a single site install, go to Support > Settings in your admin.

The settings screen allows you to enter your basic information, set access permissions and privacy level. Plus, if you have the Pro Sites plugin on your network install, you can set the minimum level required to submit support tickets or access your soon-to-be-created FAQ section.

1. Customize the Support menu label. 2. Enter the name of the support email sender. 3. Enter the email address for all support email. 4. Select the default support admin. 5. Select which user roles can open/see tickets. 6. Select the user roles that can see FAQs. 7. Adjust Pro Sites access levels (requires Pro Sites). 8. Set your preferred privacy level.

1. Customize the Support menu label.
2. Enter the name of the support email sender.
3. Enter the email address for all support email.
4. Select the default support admin.
5. Select which user roles can open/see tickets.
6. Select the user roles that can see FAQs.
7. Adjust Pro Sites access levels (requires Pro Sites).
8. Set your preferred privacy level.

Note that the settings screen is identical on single site installs, except for Pro Sites integration.

Now that we have the settings taken care of, let’s go create your support system. This process is identical for both single site and multisite installs.

Creating Support & FAQ Categories

If you click right now on the Support or FAQ Manager menu items in the Support menu in a new installation of this plugin, you will see only the headers with no tickets. That’s because there are no tickets to display yet. (If you have updated from an earlier install, your submitted tickets and FAQs should be visible on these pages.)

support-system-ticket-management-system-2

support-system-faq-manager-2

The first thing we want to do is to set up the categories that your users will use to submit their support tickets. Go to Support > Tickets Categories.

You will notice there is a Default category already included called General Questions. (This category cannot be deleted and is a great addition to any site as you may have users who may not think their questions fall into any particular category).

support-system-tickets-categories

The ticket category screen works just like your post category screen, so it should be quite familiar.

Now, before you go crazy in here adding categories willy-nilly, take a minute to think about what categories would be best to include for your users. For example, if you are running a Multisite that provides MarketPress stores, then you might want to include support categories like “Shopping Cart” or “Shipping”.

Make sure you use broad categories, to make things easier for your users. Too many detailed categories can get confusing. For example, the following are all easily contained within a broader “Adding Products” category:

  • Add Product Description
  • Add Product Image
  • Product Variations

I’ll go ahead and add a few categories for my Multisite setup here that offers MarketPress sites to my users.

support-system-tickets-categories-add

Ok, Our ticket categories are all set up! Now let’s do the same thing for our FAQs. Go to Support > FAQ Categories.

support-system-faq-categories

You will also have a default category here, just like the one on the Tickets Categories page, for General Questions that cannot be deleted. This makes a great place to put miscellaneous information or things that arise with no particular category, or cannot be divided off into a new category.

I will go ahead and add categories here that match my Support Categories. That way, I can easily file the most asked ones quickly here when I see something needs to be added.

support-system-faq-categories-add

Adding FAQ Questions

Before we get on to the actual creation of support tickets by your users, let’s look at how you can add FAQ questions manually in the FAQ Manager.

Go to Support > FAQ Manager, and click on “Add new FAQ question” at the top of the screen. You will see that you can manually add new FAQs using the familiar WordPress editor. You’ll also see a dropdown menu where you can select from among the FAQ categories you just created.

support-system-faq-manager-add

You can go ahead and add a few questions to your own install to test things out. Here’s what the FAQ Manager looks like with a couple of questions added. (If you want to delete or edit your test questions, simply hover your mouse pointer hover the title to reveal the links.)

support-system-faq-manager-questions

Notice the “Think is helpful” and “Think is not helpful” column labels? That’s where the stats on user votes will appear so you know which of your FAQ items are popular and helpful, and which need improving or could use some fleshing out. In a multisite install, users vote on the FAQs on their own sites. Here’s what the FAQ section looks like:

support-system-faq-manager-questions-userview

How Users Submit Support Questions

Now it’s time to see how your users can submit their support questions and view your FAQs. Note that on a multisite install, users can only submit support tickets from sites where they have a role equal to or greater than what you set in your network settings.

If you are on a multisite install, go to the wp-admin of any test site you have active in your network where you are an admin (if you don’t already have a test site set up, now would be a good time to create one!). If you are on a single site install, log into your wp-admin in another browser (or another computer) as a user with the appropriate role.

Once you’re in the wp-admin of your test site (or as your test user on a single site), head on down to Support > FAQ. There you will see a view much like the previous image. Click on any of your test FAQs to toggle open the answer. Any time you add new FAQs, they will appear on this screen of every site in your network.

Now click the Support > Support menu item. This is what you, and your users, should see:

support-system-tickets-userview

Click the “Add new ticket” link at the top of the screen. Here again, you will see the very familiar WordPress post editor that your users will use to submit their support tickets. Easy-peasy. Let’s go ahead and create a ticket now.

support-system-add-new-ticket

You’ll notice that the category can be selected from those you created earlier. Also, as with any support system, users can also set the priority they think their ticket should have.

Once you’ve entered everything for your test ticket, click “Submit new ticket”. You’ll be redirected back to the Support page where your new ticket should be visible.

support-system-new-ticket-added

How it All Ties Together for the Site Admin

That new ticket now appears in the admin under Support. TaDa! Of course, on multisite installs, it appears in the network admin under Support.

support-system-new-ticket-added-network

And you get a nifty email in your inbox letting you know there was a ticket submitted!

  • This email will only go to the admin email you entered in Support > Settings in the admin dashboard
  • It does not go to all Super admin users on a multisite install.

This email is a ticket notification email only. You can’t reply to the email and must respond directly from the Support Ticket Manager Screen.

You will also get emails when tickets are updated and answered!

While you’re still in the Support area, click the subject title to view all the details of the ticket. Here you can also assign the ticket to a member of your support staff, and change its priority if needed.

support-system-new-ticket-details-network

To respond to the ticket, click the “Update Ticket” tab at the top of the screen. You can view the entire conversation history while you’re responding. You can edit all the details pertaining to the ticket here also.

support-system-new-ticket-update

You may have noticed a link at the far right of each entry on that screen that says “Create a FAQ”. Clicking that link does exactly what it says. It automatically populates the editor under FAQ Manager > Add New Question with the ticket question, answer and category. You can edit all that before clicking the Submit button if you wish.

Now that you have a good grasp of ticket management in the Support System plugin, you are ready to provide the most AMAZING network support in existence! Good Job!

If you run into any snags, just head on over to the community forums. Our stellar support team (and members!) are standing by to help you get things up and running smoothly.

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