Uploading the downloaded file on your WordPress website –
Once the plugin is installed, a customer support page is created by default. This support page contains a short-code, [wsdesk_support]. A short-code is used to embed files or create objects that would normally require a lot of code, in just one single line.
For this plugin, we are using a short-code to display support page with two button options, which customers can click to submit a new request or to check an existing request.
A screenshot of the support page front-end is as shown below:
As mentioned above, the support page has two buttons:
By default, there are three ticket fields in the support form: Email, Subject and Description. You can add, edit or even remove custom fields in your support form. These settings are described with more details later in this article.
The two-button option is the default option to display the Support page. However, the plugin offers an alternative option to display the support page in the front-end. Here the support form is displayed along with existing request information in one single page, as opposed to two different pages seen in the previous two-button option.
To achieve this, you have to modify the short-code in the support page as shown below:
Change [wsdesk_support] to [wsdesk_support display=’form’]
The changes in the support page will be affected as shown below:
Click on the CHECK EXISTING REQUEST button to view your existing requests as shown in the screenshot above.
Based on your preferences, you can select either of the method for displaying the support page.
To activate the premium version of the plugin, follow the below steps:
The General settings contain the basic configurations for WSDesk.
It includes the following:
Your customer will be able to raise a ticket on the support form displayed on the frontend of your website. The Ticket Fields section determines how you can add or edit input fields on a support form. These input fields can be text boxes, checkboxes, radio buttons, attachments, etc.
You can add, edit, remove and configure the Ticket Fields. The following settings will help you:
Enter a custom field title in the given text box. You can set the field as mandatory or optional. Enter other details like placeholder text, default values and description for the field.
The last option helps you choose whether to use this field for filtering the tickets. Choose ‘yes’ or ‘no’ to make your choice.
Once a ticket field is selected, the following settings (see screenshot) are enabled. You can edit according to your preferences.
Ticket Labels are used to define the status of a ticket. With the helps of these labels, an agent can track the progress of a ticket.
This section lets you add, edit, remove and configure a ticket label. The following settings help you enable this:
To add a new label, enter a suitable title and set a unique color to define the label.
As in the case of Ticket Fields, you can opt to use the label to filter tickets.
Ticket Tags are used to filter tickets, products, posts and so on. These tags can be used for filtering the tickets and assigning it to specific agents.
You can add, edit, remove and configure tags related to a product. Let’s see the available settings:
To add a new ticket tag, enter a suitable title, and select the product & its related posts. As seen earlier, you have the option to use the newly-created ticket tag to filter tickets.
Once you choose a label to edit, the following settings are enabled.
Ticket Views are used to categorize the tickets in a menu-like structure in the Tickets tab.
This section allows you to add, edit, remove and configure ticket views. You need to understand the following settings here:
Check the Yes option to display further settings.
While adding a new Ticket View, configure the following settings:
To edit a ticket view, select a view from the list. Once selected, the following settings are displayed.
A trigger is an action that occurs in response to a certain event. With the help of these triggers, you can automate certain responses in WSDesk.
This section lets you add, edit, remove and configure triggers and contains the following settings:
Check the Yes option to display further settings.
To add a new trigger, the following settings are relevant:
To edit a trigger, select a choice from the list. Once selected, the following settings are displayed.
The Appearance section assists in customizing the display aspects of the support form.
You can configure the size of the input fields and set custom titles for the support forms and form buttons as well. It consists of the following settings:
Input Width: Allows you to customize the width of input fields of your support form. This field takes percentage values for setting the width size.
Customization for support form title.
Customization for Submit, Reset and Existing Ticket button.
The Backup & Restore section allows you to backup and restore the WSDesk Settings and/or Tickets data.
This section is divided into following parts:
The Agents dashboard contains settings for adding and managing agents. You can also configure and manage agent roles, their user rights and associated Ticket Tags of each agent.
The Add Agents section allows you to add a new agent, specify WSDesk roles & rights, and associate ticket tags to the agent.
This section contains the following settings:
The Manage Agents section allows you to maintain all the agents, view & edit their profile. You can also remove an agent.
The following settings help you achieve these:
Select an agent to see an overview of the agent profile as shown below.
The above section contains information about user role, access rights, associated tags, number of replies, number of tickets assigned, support rating and so on.
To edit a user role, Click on Edit Profile button. The following settings are enabled:
The Reports dashboard helps to monitor your WSDesk data. It includes statistics about status of tickets, agent response and so on.
The Reports dashboard is divided into following sections:
The Email dashboard contains all the settings related to your emails. You can also setup Google OAuth and IMAP Emails.
The Support Email section contains settings which include configuring your email address and composing the body of the automated & agent reply emails.
The following settings are relevant:
You can compose reply emails using unique codes. The section also contains an editor to compose the reply email body.
Google OAuth is used for Google authorization for accessing information from your Google account to your website without giving out the username and password. Information like emails from your gmail account can be accessed easily with this process.
To activate OAuth in WSDesk, you need two important information – Google API Client ID and Google API Client Secret. Read this article for Setting up Google OAuth for WSDesk.
IMAP is one of the popular email protocols used today for accessing emails from anywhere in the world via any number of devices. It is faster and can also be used offline.
The IMAP Email Setup in WSDesk is done with the help of a hosting service provider.
To know more, see How to configure IMAP in WSDesk?
This section helps in filtering unwanted emails and blocking them. These settings help in adding or removing blocked email address(es), and provides options to block sending and/or receiving emails.
The email filtering and blocking settings include:
Tick the Yes checkbox to add a new email address. Further settings appear as shown in the below screenshot.
Once all settings are configured, save changes.
The Import dashboard helps in importing Zendesk tickets into WSDesk system.
Once you click Activate Zendesk button, the following settings come into view:
The Zendesk ticket import requires the following credentials:
In addition to this, you can also download the attachment locally. Select your preferences.
To understand importing tickets from Zendesk in detail, read an article on Steps to import tickets from Zendesk.
The Tickets dashboard displays all the tickets generated by your customers. Based on the configurations set, the Tickets dashboard will be displayed accordingly.
The left section contains views created in the Ticket Views section. These views are used to filter tickets for easy accessing.
If any attribute included in the Ticket Fields, Ticket Labels or Ticket Tags is not configured for filtering, it will be not listed here.
The right section displays all the tickets generated by the customers. The ticket information includes ticket status color code, ticket number, requester email address, subject of the email, requested date and the agent assigned.
Viewing a Ticket
To get a quick view of a ticket, click on the viewing icon of the ticket. This view provides some quick information about the ticket such as issue details, options to change the ticket status label, Ticket Tags and so on.
To view the complete conversation between the ticket raiser and the agent, click on the specific ticket row.
Adding a New Ticket
Once you click the icon, the following settings are displayed.
You need to fill the following fields to add a new ticket:
WSDesk can easily integrate with WooCommerce platform. This way your customers can directly raise tickets from the support form of your WooCommerce store. WSDesk makes use of a few aspects of your WooCommerce store for integration, which includes products, categories, tags, order details and order prices.
Following settings need to be configured for WooCommerce integration:
Once WooCommerce is installed on your WordPress site, a new section for WooCommerce settings automatically appears in the WSDesk Settings dashboard as shown in the below screenshot:
This section is configured to display WooCommerce order details in the customer ticket section. It contains the following settings:
Once these settings are configured, the order details will be displayed in the customer ticket as shown in the below screenshot:
WSDesk allows you to integrate your WooCommerce Products, Categories & Tags as Ticket Fields in the support form. With this feature, your customers can raise a ticket based on products, categories and tags of your WooCommerce store. It will also be helpful in filtering the tickets.
Following are the settings to be configured:
If WooCommerce is installed on your site, you should be able to see 3 additional choices (apart from the default ones) that can be used for WooCommerce integration.
These choices include:
Select a field to proceed with the following settings:
You can set a custom title for Ticket field and set it to be mandatory or not.
You can also enter custom values for the products and/or choose the Auto fill products option to automatically fetch all the products from your WooCommerce store. You can add or delete the values based on your preference.
Enter other information like default values and description, and select the option to use the field for filtering the tickets.
Once a ticket is raised using the support form consisting of WooCommerce integrated fields, the ticket status can be viewed in the WooCommerce Report tab present in the Reports dashboard.
The WooCommerce Reports tab is divided into following sections:
Last 7 Days status of new tickets : Top Products – Shows ticket status from past 7 days of top products.
Last 7 Days status of new tickets :Top Categories – Shows ticket status from past 7 days of top categories.
This should get you going!
For any queries, don’t hesitate to contact our support team.