HOW TO SETUP WSDESK




DOCUMENTATION

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 the top right corner, type WSDesk and press Enter key.
  • The search results shows 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.
     

Method 2 : From wordpress.org Plugin Repository

  • 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 on 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. This support page contains a short-code,

Enter Ticket



. 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:

  • 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.
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. The ticket information includes ticket number, subject of the request, request date, agent assignee and ticket status, as shown in the screenshot below.

Another option to display the support page

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 

Enter Ticket



 to 

New Request

Email *Your Email by which we will get back to you.

Subject *Your request Subject for which you are going to raise the ticket.

Description *Please enter the details of your request. A member of our support staff will respond as soon as possible.

Order Number
If you have purchased a product from us, please enter your Order Number.

Support Type *

Attachment
Upload (Single or Multiple) Attachment

reCAPTCHA *
Easy on Humans, Hard on Bots

Powered by WSDesk

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.

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 APILicence 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.

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.

General Settings

General Settings

It includes the following:

  • Default Assignee: Helps to set a default assignee for the tickets. You can assign the tickets 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.

 

  • Default Labels: Allows you to assign a default label whenever a new ticket is raised. The selection list contains all the default labels as well as user-created ones. You can create custom labels in Ticket Labels 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 page.

 

  • Auto Suggestion: Allows you to enable or disable auto suggestion feature for agents and ticket raisers.


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 can be text boxes, checkboxes, radio buttons, attachments, etc.

Ticket Fields Settings

Ticket Fields Settings

You can add, edit, remove and configure the Ticket Fields. The following settings will help you:

  • Ticket Fields: Here you can select the input fields to be displayed in the support form from the fields that you created.
    Available Fields displays all the fields that you have created, whereas Selected Fields shows the fields that are displayed in the support form. You can drag the fields from Available Fields to Selected Fields to display that field on the support form.

 

  • Remove Ticket Fields: As you guessed, you can remove the ticket fields here. To remove a ticket field, choose a field that you wish to remove and click Save changes.

 

  • Add Ticket Field: Allows you to add a custom ticket field of your choice using available input fields.

    Once an input field is selected, more settings for that specific field is displayed.

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.

 

  • Edit Ticket Field: You can edit default as well as custom ticket fields here.

Once a ticket field is selected, the following settings (see screenshot) are enabled. You can edit according to your preferences.


Ticket Labels

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.

Ticket Labels Settings

Ticket Labels Settings

This section lets you add, edit, remove and configure a ticket label. The following settings help you enable this:

  • Available Ticket Labels: Displays all the available tickets including default labels as well as custom ones (the ones you create) with their color code.

  • Remove Ticket Labels: Allows you to remove the ticket labels (that you created, not the default ones). To remove a ticket label, select the label and click Save changes.

 

  • Add Ticket Label: Allows you to add a custom ticket label of your choice.
    Check the Yes option, to display further settings.

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.

 

  • Edit Ticket Label: Similar to Ticket Fields, you can edit Ticket Labels as well.
    Once you choose a label, further settings will be displayed.

You can edit the label title, update the label color, and/or enable the label for filtering options.

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.

Ticket Tags Settings

Ticket Tags Settings

You can add, edit, remove and configure tags related to a product. Let’s see the available settings:

  • Available Ticket Tags: The available ticket tags used for your products are displayed here.

  • Remove Ticket Tags: Allows you to remove a tag that you created. Select a ticket tag and click Save changes to remove.

  • Add Ticket Tags: You can create your own custom ticket tags here.
    Check Yes to display further 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.

 

  • Edit Ticket Tag: Allows you to edit an existing ticket tag.

Once you choose a label to edit, the following settings are enabled.

You can update the title of the ticket tag, related posts, and filter options. Click Save changes once done.

Ticket Views

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

Ticket View Settings

Ticket View Settings

This section allows you to add, edit, remove and configure ticket views. You need to understand the following settings here:

  • Ticket Views: Lets you configure the Tickets viewing section. You can drag the views from Available Views column to Selected Views column for a ticket view to appear in the Tickets viewing section.

 

  • Remove Ticket Views: Allows you to remove any ticket views that you created. To remove a ticket view, select a view and click Save changes.

 

  • Add Ticket View: Like Ticket Fields, Ticket Labels & Ticket Tags, you can add a custom Ticket View of your choice.

Check the Yes option to display further settings.

 

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 : Assigned -> Label (Status) ~ Based on Assigned Ticket Label Status.
    • Ticket : Assigned -> Assignee ~ Based on Assignee.
    • 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. Add Conditions – Allows you to add new conditions. You can group the newly created condition with the available conditions.
  5. View Display – This setting lets you configure the type of user that will be able to see the newly-created Ticket View.

 

  • Edit Ticket View: This attribute lets you edit an existing ticket view that you created.

To edit a ticket view, select a view from the list. Once selected, the following settings are displayed.


You can update the Ticket View title, modify the existing conditions format, add new conditions, etc.

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.

Triggers & Automation Settings

Triggers & Automation Settings

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

  • Triggers: This feature helps in selecting triggers that are to be activated. It contains two columns –
    • Available Triggers – Displays all the available triggers.
    • Active Triggers – Displays the active triggers. To make a trigger active, you can drag and drop that particular trigger from the Available Triggers column to the Active Triggers column.

 

  • Remove Triggers: To remove a trigger, select a trigger from the drop-down list.

 

  • Add Trigger: This attribute allows you to add a custom trigger.

Check the Yes option to display further settings.

 

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 has 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 : Status ~ Based on whether the status is created or updated.
    • Ticket : Assigned -> Label (Status) ~ Based on Assigned Ticket Label Status.
    • Ticket : Assigned -> Assignee ~ Based on Assignee.
    • 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.
    • Ticket : Field -> Product ~ Filter based on your products.


  4. Group Condition: Allows you to add a second condition and group it using the two Condition Formats.
  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.
    • 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

 

  • Edit Trigger: Lets you edit an existing trigger.

To edit a trigger, select a choice from the list. Once selected, the following settings are displayed.

You can edit the trigger title, modify condition formats, update trigger actions & its details and the triggering period.

Appearance

The Appearance section assists in customizing the display aspects of the support form.

WSDesk - Appearance

Appearance 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:

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.

Title Text

Customization for support form title.

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

Button Text

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 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.

Backup & Restore Settings

Backup & Restore Settings

This section is divided into following parts:

  • Backup Data (XML): Allows to backup your WSDesk Settings, Tickets or both the data from a specified period of time. The backup data is stored in an XML file.

 

  • 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 agents. You can also configure and manage agent roles, their user rights and associated Ticket Tags of each agent.

The following settings will help you with the configuration:

Add Agents

The Add Agents section allows you to add a new agent, specify WSDesk roles & rights, and associate ticket tags to the agent.

Add Agents Settings

Add Agents Settings

This section contains the following settings:

  • Add Users: Allows you to add a WordPress user of your website.  The drop-down will have a list that contains all the users of the website.

 

  • 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
    • For WSDesk Supervisor 
      • Reply to Tickets
      • Delete Tickets
      • Manage Tickets
      • Show Settings Page
      • Show Agents 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.


Manage Agents

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:

Manage Agents Settings

Manage Agents Settings

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:

You can update the access rights and Tickets Tags of the user. Click Update Agents to update the settings.

Reports

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

Reports Settings

Reports Settings

The Reports dashboard is divided into following sections:

  • Selecting custom reports based on user:

 

  • Shows last 7 days status of a new ticket:

 

  • Shows Last 7 days status of Agent tickets:

 

  • Shows Last 7 days status of New and Solved tickets:


Email

The Email dashboard contains all the settings related to your emails. You can also setup Google OAuth and IMAP Emails.

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 - <em>Support Email Settings</em>

Support Email Settings

The following settings are relevant:

  • Support Reply Email Name: You can use a name of your choice for support replies.

 

  • Support Reply Email: Use an email address of your preference for support replies.

 

  • Automated Reply: Compose automated replies to customers once they raise a ticket.

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.

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. Read this article for Setting up Google OAuth for 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.

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?

IMAP Email Setup

IMAP Email Setup

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

Email Filter & Block Settings

The email filtering and blocking settings include:

  • Blocked Emails: Lists all the blocked email address(es), indicated with type of blocking.
  • Remove Blocked Emails: To remove a blocked email address, select an email address from the drop-down list.
WSDesk - Remove Blocked Email

Remove Blocked Email

  • Add Email Block: Allows you to add an email address to be blocked using available input fields.
WSDesk - Add Email Block

Add Email Block

Tick the Yes checkbox to add a new email address. Further settings appear as shown in the below screenshot.

WSDesk - Add Email Block

Add Email Block Settings

  1. Email Address: Enter email address to be blocked.
  2. Blocking Type: You can select the type of blocking to be applied to the email address. You can block sending emails and/or receiving emails from the specified email address.

Once all settings are configured, save changes.

Import

The Import dashboard helps in importing Zendesk tickets into WSDesk system.

Import Settings

Import Settings

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

 

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. Select your preferences.

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.

Tickets View

Tickets View

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 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

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

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

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

  • Assignee: It lists all the possible ticket agents of WSDesk. You can decide on 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 attachments for the ticket respectively. You can also specify the Ticket Label while submitting the ticket.

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:

WooCommerce Settings in WSDesk

WooCommerce Settings in WSDesk

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:

 

2. Using WooCommerce Products, 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:

 

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:

  • WooCommerce Products
  • WooCommerce Categories
  • WooCommerce Tags

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.

 

3. Generating advance 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.

WooCommerce Reports

WooCommerce Reports

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.