HOW TO SET UP WSDESK




DOCUMENTATION

Prerequisites

  • Minimum PHP version supported –  5.3
  • Minimum WordPress version supported – 4.3
  • If you are using the basic version of WSDesk, you must deactivate it before installing the premium version.

Installation 

Method 1: From WordPress Dashboard

  • On the WordPress dashboard, go to Plugins -> Add New.
  • You can see a catalog of popular plugins listed.
  • In the search console located in the top right corner, type WSDesk and press Enter key.
  • The search results show our plugin titled WSDesk – WordPress Support Desk
  • Click Install button to install the plugin.
  • Once the plugin is successfully installed, click Activate button to activate the plugin.
  • If you have a multisite setup, read How to make WSDesk work with WordPress Multisite?
     

Method 2: From wordpress.org Plugin Repository(for basic version)

  • Go to wordpress.org.
  • Click Plugins in the menu bar.
  • In the search console of the Plugins page, enter the search term WSDesk.
  • The search result shows our plugin titled WSDesk – WordPress Support Desk
  • Click the plugin name to view the complete information related to the plugin.
  • To download the plugin, click the Download button on the right side of the plugin name.

Uploading the downloaded file on your WordPress website –

  • In the WordPress dashboard, go to Plugins -> Add New.
  • You can see a catalog of popular plugins listed.
  • Click the Upload Plugin button located in the top left corner of the page.
  • Next, click the Choose File button and navigate to the downloaded file.
  • Once the file is selected, click Install Now.
  • After successful installation, click Activate.
    Hence, the plugin is activated and ready to use!

Support Form

Once the plugin is installed, a customer support page is created by default. The look and feel of the support form are purely dependent on your website theme. 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 sample support page front-end is as shown below:

WSDesk WordPress HelpDesk | Support Page

Support Page

As mentioned above, the support page has two buttons:

  • SUBMIT A REQUEST: Allows a customer to submit a new request. Once you click this button, a support form is displayed, as shown in the screenshot below.
WSDesk WordPress HelpDesk | Support Form

Support Form

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.

  • CHECK YOUR EXISTING REQUEST: Allows customers to check their existing request. If guest users check for existing request, they will be prompted to login to their account. The ticket information includes ticket number, subject to the request, request date, agent assignee and ticket status, as shown in the screenshot below.
WSDesk WordPress HelpDesk | Existing Tickets

Existing Tickets

 

Alternate methods to display support form and existing tickets:

1. Displaying support form with existing tickets

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 on the support page as shown below:
Change [wsdesk_supportto [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 ticket requests as shown in the screenshot below.

WSDesk WordPress HelpDesk | Support form with Existing tickets

Support form with Existing tickets

 

2. Displaying existing request tickets on separate page

If you wish to display existing request tickets table on a separate page, you should use [wsdesk_support display=check_request] short-code. The existing request tickets table will still be available on the main support page, by default. Hence to hide this, you can add the following CSS code:

//CSS to hide existing existing tickets
<style>
.support_option_choose{
display:none;
}
</style>
The below screenshot shows how the existing tickets will be displayed on a separate page.
WSDesk WordPress HelpDesk | Existing tickets in separate page

Existing tickets in a separate page

3. Displaying existing request tickets with information from additional fields

You can also display information from additional fields that you created in the existing requests for each customer. For this, use the short-code [wsdesk_support display=check_request fields=slug1,slug2]. In this short-code, you can add the respective slug of the ticket fields whose information you want to display. Separate the slugs by comma in the short-code. You can get the slug for each field by hovering the cursor over the ticket field name.

Add the slug of the ticket field information you want to display as an additional column in the existing requests.

For example, we are adding the short-code [wsdesk_support display=check_request fields=field_IS58]. The display of existing tickets will include the information from this field as an additional column (see below screenshot).

Existing tickets display with information from additional fields.

4. Displaying support form by reordering ticket fields

You can change the order of the ticket fields based on your preferences. For this, [wsdesk_support display=form_only fields=request_email,request_titleshort-code has to be added.

A sample support form with custom re-ordering of ticket fields is shown in the screenshot below.

WSDesk WordPress HelpDesk | Re-ordered tickets fields in Support form

Re-ordered tickets fields in the Support form

Note: If you are in the Visual mode in WordPress, switch to Text mode. As the short-codes can only be added in Text mode.

Activation

To activate the premium version of the plugin, follow the below steps:

  • Move to the Settings dashboard of WSDesk.
  • Click the Activate WSDesk button.
    The following settings are displayed.
WSDesk | Activation settings

WSDesk Activation Settings

  • To activate the plugin, enter the API Licence Key and API Licence Email. You can find your API Licence Key in the MyAccount page of WSDesk. Also, enter the respective email address you used for registering your account with WSDesk.
  • If you have a multisite, then you need to activate the plugin in the root site instead of the sub-site. Only then will you be able to receive plugin updates.

Settings 

The Settings dashboard consists of a list of vital configurations for setting up WSDesk.
You can see the following settings:

General Settings

The General settings contain the basic configurations for WSDesk.

WSDesk | General Settings

General Settings

It includes the following:

  • Default Assignee: Allows you to set a default assignee for the tickets. You can assign the tickets to agents based on Ticket Tags or choose the No Assignee option to not set a default assignee. The list of options contain all the Agents created in WSDesk.
WSDesk | Default Ticket Assignee

Default Ticket Assignee

  • Default Status: Allows you to assign a default status whenever a new ticket is raised. The selection list contains all the default status as well as user-created ones. You can create custom status in Ticket Status section.
  • Ticket Raisers: Enables you to determine which users can raise tickets.
    There are 3 options –

    • All – Allows both registered users as well as guest users to raise a ticket.
    • Registered Users –  Allows only WSDesk registered users to raise a ticket.
    • Guest Users – Allows only Guest users to raise a ticket.
  • Ticket Rows: Helps in configuring the number of tickets displayed on the Tickets dashboard.
  • Auto Assign Tickets: Enable this setting to automatically assign the tickets to replier, if the ticket is unassigned.
  • Auto Suggestion: Allows you to enable auto-suggestion feature for ticket raisers and agents. The auto-suggestion works based on title, content and tags of the articles.

For Customers – When the auto-suggestion feature is enabled, the customers can view suggested articles in the subject field of the support form, when they start typing a subject. With this, the customers can read the articles related to their issue instead of raising the ticket. This will reduce the ticket count substantially, and will make your work a lot easier. This feature also supports tags. For example, if a customer types one of your post tags, articles with that tag will be displayed as suggestions.

Below is a screenshot showing how the auto-suggestion feature will be available to the customers in the contact form.

WSDesk Helpdesk | Auto-suggested article for Customers

Auto-suggested article for Customers

For Agents – If there is a frequent issue from multiple customers, agents may need to have a similar response. Hence in such case, a blog article can be written and agents can view the auto-suggested article(s) when they reply to the tickets. They can provide customers article links related to the issue. This will help agents provide a better solution to their customers in no time.

Following screenshot shows how the auto-suggested articles are shown to the agents while replying the tickets.

WSDesk Helpdesk | Auto-suggested article for Agents

Auto-suggested article for Agents

  • Custom Attachment Folder: Enable this setting to define a custom destination folder for all attachments. By default, the attachments are stored in wp-content/uploads folder. Make sure the location exists before using it for storing attachments.
WSDesk | Custom Attachment Folder

Custom Attachment Folder

  • Maximum file size of attachments (MB): Specify the maximum file upload size in megabytes. Make sure to skip decimal values. The default value is 1MB.
  • Valid Attachment Extensions: Select desired attachment extensions from the drop-down list. If no option(s) is selected, all file extensions will be accepted, including .exe.
WSDesk | Valid Attachment Extensions

Valid Attachment Extensions

  • Create WordPress User: Enable this setting to redirect your guest users to create a WordPress account when they successfully submit a ticket. This is a good way to persuade your guest users to sign up for an account on your website.
  • Close Tickets:With this option, you can allow users to close their existing support requests from the front end. When you enable this option, users can select tickets and close them by clicking the Close Ticket(s) button.

Users can close tickets directly from their respective existing tickets view.

  • Display Ticket As: You can choose either HTML or Text format to view the tickets. The tickets should also be replied in the same format.
WSDesk | Display Ticket As HTML/Text

Display Ticket As HTML/Text

  • WSDesk API: This setting will let you create WSDesk tickets from any website(not just WordPress websites). Once this option is enabled, a custom API key will be shown which you need to add it to the API integration section of your website.
  • Default Deep Link: This feature helps you set a default view on your main ticket dashboard. As you know, on the main tickets dashboard,  you can display all the tickets generated by your customers, and you can customize it based on different attributes that you select. WSDesk helps you make any of these attribute values to be the default view on your main tickets dashboard by adding their respective deep links. For example, if the deep link of ticket view ‘Unsolved’ is “https://yoursiteurl.com/wp-admin/admin.php?page=wsdesk_tickets&view=label_LL01”, you can simply add it to the field to make ‘Unsolved’ the default view. Now, every time you or one of your support agents log in to the main tickets dashboard, the default view would be unsolved tickets. This way, you can use the deep link of any view to make it default.

  • Also, you can create a ticket view by sorting tickets in the ascending or descending order of their updated dates. For this, we provide two endpoints (&order=DESC; &order=ASC), which you can append to the url of your main ticket page. For example, if you want to display your latest updated tickets on top, you can add this deep link – https://yoursiteurl.com/wp-admin/admin.php?page=wsdesk_tickets&order=DESC. Similarly, you can reverse the order by appending &order=ASC.

Add the deep link of the view which you want to make default.

  • Debug mode: You can enable this option to place database collation logs and email logs in the PHP error log file.

Ticket Fields

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 include textbox, password, selection list, radio button, checkbox, number, email, date, text area, multiple attachments, IP address and Google reCAPTCHA.

WSDesk | Ticket Fields settings

Ticket Fields settings

You can add, edit, remove and configure the Ticket Fields.

The following settings will help you:

  • Adding a Ticket Field: Click on Add Field button in the top right corner of the dashboard.
    Next, select desired input field, more settings for that specific field is displayed.

Below is a screenshot of the settings for Selection input field.

WSDesk | Add Ticket Field

Adding a Ticket Field

Enter a custom field title in the given text box. You can set the visibility level and specify desired restrictions on users and agents. Enter other details like placeholder text, field values and description for the field.

  • Editing a Ticket Field: Click on the edit icon of the respective ticket field to modify or update it. You can edit default as well as custom ticket fields.
    A screenshot of a sample ticket field for editing is shown below.
WSDesk | Edit Ticket Field

Editing a Ticket Field

 

  • Activating a Ticket Field: By default, all newly created ticket fields will be listed in Inactive Fields column. Click on Activate button to enable a ticket field.
    You can reorder the ticket fields using the hamburger icon in the ticket field. Based on this order, the ticket fields will appear on the support form.
WSDesk | Activate Ticket Field

Activating a Ticket Field

 

  • Deleting a Ticket Fields: To delete a ticket field, click on the delete icon of the required ticket field. Remember, only the user created ticket field(s) can be deleted.

Ticket Status

Ticket Status is used to define the status of a ticket. With the help of these statuses, an agent can track the progress of a ticket. Each ticket status is differentiated by a unique color.

WSDesk | Ticket Status settings

Ticket Status settings

This section lets you add, edit, remove and configure a ticket status.

The following settings help you setup:

  • Adding a Ticket Status: Click on Add Status button to add a custom ticket status of your choice.
    Next, specify a desired a status title, select a distinctive color to represent the ticket status and choose to use the ticket status for filtering.
WSDesk | Add Ticket Status

Adding a Ticket Status

 

  • Editing & Deleting a Ticket Status: Click on edit icon or the delete icon respectively, to modify or delete a ticket status. Remember, only the user created ticket status can be deleted.

Ticket Tags

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.

WSDesk | Ticket Tags settings

Ticket Tags settings

You can add, edit, remove and configure tags related to a product.

Let’s see the available settings:

  • Adding a Ticket Tag: Click on Add Tag button in the top right corner of the dashboard to add a new ticket tag.
WSDesk | Add Ticket Tag

Adding a Ticket Tag

Enter a suitable title, and select the product or related posts. As seen earlier, you have the option to use the newly-created ticket tag to filter tickets.
Click Save changes once all settings are configured.

  • Editing & Deleting a Ticket Tag: Click on edit icon or the delete icon respectively, to modify or delete a ticket tag.

Ticket Views

Ticket Views are used to categorize the tickets in a menu-like structure in the Tickets dashboard.

WSDesk | Ticket Views settings

Ticket Views settings

This section allows you to add, edit, remove and configure ticket views.

You need to understand the following settings here:

  • Adding a Ticket View: Click on Add View button to add a custom ticket view.
WSDesk | Add Ticket View

Adding a Ticket View

While adding a new Ticket View, configure the following settings:

  1. Title – Enter a suitable title for the Ticket View.
  2. Specify the Conditions Format – There are 2 choices to specify the condition format;
    AND Condition ~ where both conditions have to be true &
    OR Condition ~ where either one of the conditions can be true.
  3. Select a Condition – You can select a condition from the available list.
    The possible conditions are as follows:

    • Ticket: To Email (Forwarded From Email) ~ Filter emails forwarded from other email address(es).
    • Ticket: Assigned -> Label (Status) ~ Based on Assigned Ticket Label Status.
    • Ticket: Assigned -> Assignee ~ Based on Assignee (Unassigned, Current User or other user listed in the drop-down).
    • Ticket: Assigned -> Tags ~ Based on Assigned Ticket Tags.
    • Ticket: Field -> Email ~ Filter specific words in the email.
    • Ticket: Field -> Subject ~Filter specific words in the subject of the email.
    • Ticket: Field -> Description ~ Filter specific words in the description of the email.
    • Ticket: Field -> Product ~ Filter based on your products.
    • Ticket: Source -> Received Through ~ Filter based on how the ticket is received, i.e, through support form, email and so on.
  4. Adding multiple conditions & grouping them Click Add Conditions to add multiple conditions.
    You can group the newly created condition with the following conditions:

    • Ticket Status
    • Ticket Assignee
    • Ticket Tags
    • Email
    • Subject
    • Request Type
  5. View Display – This setting lets you configure the type of user that will be able to see the newly-created Ticket View. You can choose Administrator, WSDesk Agents and/or WSDesk Supervisor.
  • Editing & Deleting a Ticket View: Click on edit icon or the delete icon respectively, to modify or delete a ticket view. But remember, only the user-created ticket views can be deleted.

Triggers and Automation

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.

WSDesk | Triggers & Automation settings

Triggers & Automation settings

This section lets you add, edit, remove and configure triggers and contains the following settings:

Adding a Trigger: Click on Add Trigger button to add a new trigger.

WSDesk | Add Trigger

Adding a Trigger

To add a new trigger, the following settings are relevant:

  1. Title – Enter a suitable title for the trigger.
  2. Specify Conditions Format – There are 2 choices to specify the condition format;
    AND Condition ~
     where both conditions have to be true &
    OR Condition ~ 
    where either one of the conditions can be true.
  3. Select a Condition – You can select a condition from the available list.
    The possible conditions are as follows:

    • Ticket: ~ Filter when either ticket is created or updated.
    • Ticket: Submitted ~ Filter based on tickets submitted by either agents, anyone or ticket raisers.
    • Ticket: Status ~ Based on whether the status is created or updated.
    • Ticket: Assigned -> Status ~ Based on Assigned Ticket Status.
    • Ticket: Assigned -> Assignee ~ Based on Assignee. The tickets can be assigned to a supervisor, agent, anyone, or based on unassigned tickets.
    • Ticket: Assigned -> Tags ~ Based on Assigned Ticket Tags.
    • Ticket: Source -> Received Through ~ Filter based on how the ticket is received, i.e, through support form, email and so on.
    • Ticket: Field -> Email ~ Filter specific words in the email.
    • Ticket: Field -> Subject ~Filter specific words in the subject of the email.
    • Ticket: Field ->Description ~ Filter specific words in the description of the email.
  4. Group Condition Allows you to add a second condition and group it using AND (or) OR condition format.
  5. Specify the Trigger Action – Allows you to specify the trigger action. You can also add additional actions. There are 4 possible actions that can be performed –
    • Ticket: Change -> Label (Status) ~ Change the ticket label status once the event triggers.
    • Ticket: Change -> Assignee ~ Change the ticket assignee once the event triggers.
    • Ticket: Change -> Tags ~ Change Ticket tag once the event triggers.
    • Ticket: Add -> Tags ~ Add the selected tag(s) when the event triggers.
    • Notification -> Email to ~ Send notification email to agent(s) once the event triggers.
  6. Specify the Triggering Period This attribute lets you set a triggering period for the newly created trigger.
    There are 7 possible options –

    • Immediate Schedule
    • Minute Schedule
    • Hour Schedule
    • Day Schedule
    • Week Schedule
    • Month Schedule
    • Year Schedule
  • Editing & Deleting a Trigger: Click on edit icon or the delete icon respectively, to modify or delete a trigger.

Triggers can be used in many ways. One such use case is to create customer satisfaction surveys. To understand in detail, read how to set up Customer Satisfaction surveys & emails in WSDesk?.

Form Settings

This section assists in customizing the display aspects of the support form.

WSDesk | Form Settings

Form Settings

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:

Form width: Allows you to customize the width of input fields of your support form. This field takes percentage values for setting the width size.

Support Form Title

Customization for support form title.

  • Main Support Form Title:  Helps in setting a custom title for your main support form.
  • New Support Form Title: Allows you to set a custom title for your support form.
  • Existing Support Form Title: Allows you to set a custom title for existing tickets form.

Support Form Button

Customization for Submit, Reset and Existing Ticket button.

  • Submit Request Button Text: Set custom text for Submit button.
  • Reset Request Button Text: Set custom text for the Reset button.
  • Existing Ticket Button Text: Set custom text for Existing Ticket button.

Backup & Restore

The Backup & Restore section allows you to backup and restore the WSDesk settings and/or tickets data, among other options.

WSDesk | Backup & Restore settings

Backup & Restore settings

This section contains following settings:

  • Initiate Ticket: Enter a custom number to set it as a starting ticket number.
  • Delete & Restore tickets in Trash: Click on Empty Trash button to delete all tickets in the trash. Likewise, click Restore Trash to restore all tickets from the trash.
  • Backup Data (XML): Allows to backup your WSDesk Settings and Tickets for a specified period of time. The backup data is stored in an XML file.
WSDesk | Backup Data settings

Backup Data settings

 

  • Restore Data (XML): Allows you to restore a previously backed up data from an XML file.

Agents

The Agents dashboard contains settings for adding and managing agent profiles. You can also configure and manage agent roles, their user rights and associated Ticket Tags of each agent.

WSDesk | Agents Dashboard

Agents Dashboard

The following settings will help you with the configuration:

Adding an Agent 

Click on Add Agent/Supervisor button to add a new agent profile.

WSDesk | Add Agent

Adding an Agent

This section contains the following settings:

  • Add Users: Allows you to add a WordPress user role of your website.  You can tick Create new user to create a new user by providing his/her user credentials. Else, choose existing users from the drop-down list.
    Eligible user roles are AuthorShop ManagerContributor and Editor.
  • WSDesk Role: Allows you to specify roles for the selected user.
    There are two roles that can be assigned –

    • WSDesk Agents
    • WSDesk Supervisor
  • WSDesk Rights: Allows you define access rights to the agents. The rights are defined based on WSDesk Role.
    • For WSDesk Agents –
      • Reply to Tickets
      • Delete Tickets
      • Manage Tickets
      • Manage Templates
    • For WSDesk Supervisor 
      • Reply to Tickets
      • Delete Tickets
      • Manage Tickets
      • Manage Templates
      • Show Settings Page
      • Show Agents Page
      • Show Email Page
      • Show Import Page
  • Add tags: Allows you to specify tags to the Agents. By default, the tickets associated with the tags are assigned to the newly-added agent.

Managing Agent Profiles

Click on an agent name to reveal further settings.

WSDesk | Agent Profile

Agent Profile

You can edit agent profile, view reports, or revoke WSDesk agent role for the user.

Reports

The Reports dashboard helps to monitor your WSDesk data. It includes statistics about the status of tickets, agent response and so on.

WSDesk | Reports Dashboard

Reports Dashboard

You can filter the reports based on following durations:

  • Last 7 Days
  • Last 30 Days
  • Custom(date range)
WSDesk | Reports Filter

Reports Filter

The Reports dashboard is divided into following sections:

  • Status of new tickets: Shows the number of tickets of last seven days.
WSDesk | Status of New Tickets

Status of new tickets

 

  • Status of Agent Tickets: Shows the number of tickets assigned to the agent(s) of last seven days.
WSDesk | Status of Agents Tickets

Status of Agents Tickets

 

  • Status of New and Solved Tickets: Shows number of new as well solved tickets with their customer ratings of last seven days.
WSDesk | Status of New and Solved Tickets

Status of New and Solved Tickets

To view reports about a particular agent, select the desired agent from the given drop-down list.

 

  • Satisfaction Survey: Shows report of the satisfaction survey. To view survey report of a particular agent, select the desired agent from the given drop-down list on the top of the page.

 

  • Average solving time: Here you can view the Average Solving Time of each agent in minutes. To view the average solving time of a particular agent, simply hover the cursor over the agent’s name. You will be able to view the total number of tickets solved along with the Average Solving time.

View the average solving time of all agents for the last 7 days.

Date wise Report

This page shows date wise ticket status by Tags, filtered by date (Last 7 Days, Last 30 Days or Custom date range).

WSDesk | Date wise Report

Date wise Report

Email

The Email dashboard contains all the settings related to your emails. You can also setup Google OAuth and IMAP Emails. You can block or restrict email address(es) as well.

It contains the following settings:

Support Email

The Support Email section contains settings which include configuring your email address and composing the body of the automated & agent reply emails.

WSDesk | Support Email settings

Support Email settings

The following settings are relevant:

  • WSDesk Debug Email: Tick this checkbox to debug the outgoing emails.
  • Support Reply Name and Email: Enter desired name and email address that you wish to use it for customer support.
  • Automated Email Reply: Tick Send auto email on Ticket creation checkbox to enable and compose automated replies to customers once they raise a ticket.
WSDesk | Auto Reply Email settings

Auto Reply Email settings

You can compose reply emails using unique codes. The section also contains an editor to compose the reply email body.

  • Agent Reply:  Allows you to compose agent reply emails.
WSDesk | Agent Reply Email settings

Agent Reply Email settings

Agent reply emails can be composed using unique codes that constitute some value. The section also contains an editor to compose the agent reply email body.

Google OAuth Setup

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.

WSDesk | Google OAuth settings

Google OAuth settings

To activate OAuth in WSDesk, you need two important information – Google API Client ID and Google API Client Secret.

For Gmail personal account, read Setting up Google OAuth for WSDesk. And for G Suite account setup, read how to configure Google OAuth credentials in WSDesk?

IMAP Email Setup

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.

WSDesk | IMAP Email settings

IMAP Email settings

Enter IMAP Server SSL URL, SSL Port, email address and respective password details in the given fields.

The plugin also allows you to delete imported emails from the server. Tick the checkbox to enable the same.

The IMAP Email Setup in WSDesk is done with the help of a hosting service provider.
You can read the following detailed article to know How to configure IMAP in WSDesk?

EMail Filter & Block

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.

WSDesk | Email Filter & Block settings

Email Filter & Block settings

You can block or filter emails in two ways:

  • Using Email Addresses: To add a new filter for email addresses, click on Add Filter button in the top right corner. Add email addresses to filter and choose the blocking type. That is, blocking sending and/or receiving emails from the entered email addresses. The blocked email addresses will be listed in the Blocked Email Addresses list as shown in the screenshot below.
WSDesk | Blocked Email Addresses

Blocked Email Addresses

  • Using Email Subject Line: Similarly to email addresses filter, click on Add Filter on the right corner of the given section to add a new block filter for email subject lines. Enter subject text and choose the blocking type, that is, the entered text can be either at the beginning or anywhere in the subject line. The blocked email subjects will be listed in the Blocked Email Subjects list as shown in the below screenshot.
WSDesk | Blocked Email Subjects

Blocked Email Subjects

Once all settings are configured, save changes.

Import

The Import dashboard helps in importing tickets from other support systems.

Currently, you can import Zendesk tickets into WSDesk system.

WSDesk | Activate Zendesk

Activating Zendesk

Once you click Activate Zendesk button, the following settings come into view:

WSDesk | Importing Zendesk Tickets

Importing Zendesk Tickets

The Zendesk ticket import requires the following credentials:

  • Selecting Subscription Plan – Select the appropriate subscription plan which you previously used in Zendesk.
  • Zendesk Access Token – Add access token from your Zendesk system.
  • Zendesk Subdomain – Your Zendesk sub-domain name.
  • Zendesk Username Your Zendesk organization username.

In addition to this, you can also download the attachment locally.

To understand importing tickets from Zendesk in detail, read an article on Steps to import tickets from Zendesk.

Tickets

The Tickets dashboard displays all the tickets generated by your customers. Based on the configurations set, the Tickets dashboard will be displayed accordingly.

WSDesk | Tickets Dashboard

Tickets Dashboard

Let’s break down the ticket dashboard view to understand in detail.

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 tickets are sorted based on the last updated ticket. The ticket information includes ticket status color code, ticket number, requester username/email address, the 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, Ticket Assignee and so on.

WSDesk | Quick Ticket View

Quick Ticket View

 

To view the complete conversation between the ticket raiser and the agent, click on the specific ticket row.

WSDesk | Complete Ticket Conversion

Complete Ticket Conversion

By default, the left section contains the Ticket Assignee drop-down list(to assign the ticket to agents), CC text field – to add emails for CC(as in carbon copy in the context of emails) and Ticket Tags – to add tags associated with tickets. This section can be updated in the ticket views section.

The right section consists of ticket details, WooCommerce order detail(conditional), reply editor and the complete conversion of agent and customer.

Also, changes/update made to ticket properties can be saved when an agent is updating the ticket status when replying to the ticket. The ticket status can also be updated directly without any replies.

Adding a New Ticket

You can also add a new ticket to this dashboard. Click on    icon in the top right corner of the dashboard.

Once you click the icon, the following settings are displayed.

WSDesk | Add Ticket

Adding a Ticket

You need to fill the following fields to add a new ticket:

  • Assignee: Lists all the possible ticket agents of WSDesk. You can decide to whom to assign the new ticket and select accordingly.
  • Tags: Lists all the Ticket Tags. Select the appropriate tag for the ticket.
  • Raiser Email: Enter ticket raiser’s email address.
  • Ticket Subject: Enter the subject header for the issue to be raised.
  • Description: Enter a detailed description of the issue. You can include one or more attachments for the ticket respectively. You can also specify the Ticket Label while submitting the ticket.

 

Creating a Reply Template (Canned Responses)

Allows you to create standard message template for replying the tickets quickly. If there are several tickets that require a similar reply, you can create a custom template of your own. This will save your time and reduces the effort to type the same message for several tickets.
To create a reply template, move to Tickets dashboard and click the message icon placed on top of the dashboard. Further options appear as shown in the screenshot below.

WSDesk | Create Template

Creating Reply Template

You can select existing template or create a new one by clicking Create Template. The following window appears where you can compose the reply template using the short-codes.

WSDesk | Reply Template

Editing Reply Template

Following is a screenshot showing how you can use the message template while replying to the tickets. When you click on an existing template, it will be appended to your reply text. It will not override the existing text that you typed. You can find more information on canned responses here.

 

WSDesk | Using Reply template

Using Reply template

 

Merging Tickets

WSDesk allows you to merge two or more tickets easily.

Follow the below steps to merge tickets:

  • Open a ticket that should be merged under. That is, other tickets will be merged into this ticket. Click on Merge Ticket button placed on the top right corner, as shown in the screenshot below.
WSDesk | Merge Tickets button

Merge Tickets button

 

  • A popup window will appear prompting you to enter ticket IDs of the tickets to be merged, as shown in the below screenshot.
WSDesk | Enter Ticket IDs to Verify

Enter Ticket IDs to Verify

Enter ticket IDs to be merged and click Verify.

  • Once the tickets are verified, a preview will be displayed of how the tickets will be shown in the tikcets dashboard. Click Confirm to continue. A sample screenshot is shown below.
WSDesk | Confirm merging tickets

Confirm merging tickets

Finally, the tickets will be merged and will be shown as a single ticket. The ticket IDs entered for merging will no longer be displayed in the TIckets dashboard.

 

Bulk Edit Tickets

Follow the below steps for bulk editing tickets:

  • Tick the respective checkboxes of the tickets to be edited in the Tickets dashboard, as shown in the screenshot below.
WSDesk | Select tickets for Bulk editing

Select tickets for Bulk editing

Click on Edit Tickets icon placed on the top to proceed with editing the selected tickets.

  • You can bulk edit/update ticket assignee, ticket labels, ticket tags, ticket subject, and reply, as shown in the screenshot below.
WSDesk | Bulk Edit Tickets

Bulk Edit Tickets

Total Time Display on Tickets

Now you can view the Total Time elapsed after the creation of a ticket, on the detailed ticket view.

  • For unsolved tickets, Total Time = The current time – The time when the ticket was created (in hours and mins).
  • For solved tickets, Total Time = The Time when the ticket was solved – The time when the ticket was created (in hours and mins).

Total time is displayed on the detailed view of tickets.

Quick Tip: The plugin provides deep links for all views and orders of the tickets.

WooCommerce Integration

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:

1. WooCommerce Order details to be displayed in the customer ticket section:

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:

WSDesk | WooCommerce settings

WooCommerce settings

This section is configured to display WooCommerce order details in the customer ticket section. It contains the following settings:

  • Show Order Details: Allows you to enable/disable displaying order details in the customer ticket section.
  • Show Order Price: Allows you to enable/disable displaying order price along with order details in the customer ticket section.
  • Display Order Details: Allows you to authorize the viewing of order details based on user roles.
  • Multi-Vendor Roles: If you using any WooCommerce multi-vendor plugin and would like to integrate it with WSDesk, you can select vendor roles from the list that you want to integrate. This list contains all WordPress users of your website, WSDesk Agent, WSDesk Supervisor as well as vendor roles defined by your multi-vendor plugin.

Once these settings are configured, the order details will be displayed in the customer ticket as shown in the below screenshot:

WSDesk | WooCommerce Order Details

WooCommerce Order Details

 

2. Using WooCommerce Products, Order ID, Categories and Tags to create Ticket Fields:

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:

  • Head to Settings -> Ticket Fields section in WSDesk.
  • To add a new field, move to the Add Ticket Field setting and check the Yes option.
    Further settings are displayed as shown below:

Choosing a WooCommerce-specific field.

If WooCommerce is installed on your site, you should be able to see 4 additional choices (apart from the default ones) that can be used for WooCommerce integration.

These choices include:

  • WooCommerce Products
  • WooCommerce Order ID
  • WooCommerce Categories
  • WooCommerce Tags

Select a field to proceed with the following settings:

WSDesk | Add WooCommerce Field

Adding a WooCommerce Ticket Field

You can set a custom title for Ticket field and set it’s visibility and restrictions.
Enter custom values for the products and/or choose the Autofill 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.

The customers will be able to choose a WooCommerce product while creating the ticket through the support form.

Customers will be able to choose a product while submitting a request.

In the above example, customers can choose a product while creating a support request. Similarly they can choose order ID, category or tags as well, if you customize your support form with these options.

3. Generating advanced reports using the WooCommerce integrated ticket fields:

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.

WSDesk | WooCommerce Reports Dashboard

WooCommerce Reports Dashboard

The WooCommerce Reports tab is divided into following sections:

  • Last 7 Days status of new: 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.

Factory Reset setting

WSDesk provides factory reset option using which you can delete all WSDesk settings and tickets data. This option will drop all the related tables from the database as well, provided the user has DROP privilege for the database.

You can find the factory reset option under the WSDesk subsidiary settings in the installed plugin list, as shown in the screenshot below.

WSDesk | Factory Reset option

Factory Reset option

 

 

This should get you going!

For any queries, don’t hesitate to contact our support team.