The WooCommerce Support Ticket System (WCSTS) seamlessly integrates into your WooCommerce installation adding a system to mange user and order support tickets! In this way the Shop admin can easily keep track and give support for order and users issues!
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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 orders, 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!
Is automatically displayed in the My account page in its own tab called Personal Ticket Area (text can be customized via texts menu) and can optionally be displayed in any frontend page by using the special [wcsts_ticket_area] shortcode. This ticket type works in the same way of order ticket for the exception that it is associated with a specific user (the user must be logged 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 (notification system by default is disabled. It can be enabled via the Options menu).
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.
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 product, the Question number setting will be editable for each variant via the Variations tab.
- The admin binds 6 questions to Product 1
- The user buys 2xProduct 1
- Once the order will be payed, The plugin will open a Pay Per Ticket having 12 questions
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 frontend 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, for 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 tickets will be deleted too. Once a ticket reaches 0 questions left, the user will be automatically marked as closed.
Note for WooCommerce Subscriptions users: In 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.
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 to upload 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 the uploadable files, size, and types). You can then reject the upload(s) by simply reply to the ticket (optionally the user will be notified via email) and eventually attach files to your reply.
Each message will have its own attachments (that can be eventually deleted) in order to keep track of the attachment history!
Would you like to define a set of predefined answers that can be later recalled when managing a ticket? You can! Just access to 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 in the plugin options menu and enable the Enable Tiny mce editor for ticket message area on frontend option.
The shop admin via the backend Ticket system managment 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 to 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 an user replied to ticket
- Subject: ticket subject
- Ticekt open date
- Ticekt last user reply date
Deleting a ticket, the system will delete all its related metainfo 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, page can be also overridden the notification emails recipient(s)
ASSIGN TICKET TO SPECIFIC ADMIN USERS FOR BETTER MANAGMENT
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 in order 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.
Selecting the “display all tickets” options, the admins will be able to filter the list displaying only the ticket assigned to them (in the top of the ticket list they will find a filter to do that).