Guest Support – Complete customer support ticket system for WordPress

Description

Guest Support is a comprehensive customer support ticket system for WordPress.

With this plugin, you can effortlessly provide customer support, allowing users to create new tickets and replies, and agents to respond to tickets without requiring any login or registration.

• View live demo

Features – Create new ticket:

• Users can create tickets without any Login/Registration
• Live WordPress Posts suggestions based on user’s typing on the Subject input field through Ajax (Pro Addon required).
• Users can upload files with the maximum allowed number of files, total files size and allowed file types/extensions based on settings.
• Secure file uploads and stores files with random filenames on your server.
• Google reCAPTCHA 3 SPAM verification.
• Verify email with OTP (One Time Password) through Ajax (Pro Addon required).
• Internal email validation system to identify fake/mistyped/invalid and disposable temporary email addresses.
• 99.9% SPAM free if you enable Email verification.
• Option to show a customized message or redirect to the ticket view page after successfully submitting a ticket.

Features – Create reply:

• After creating a new ticket, both the user and support agent will receive email notifications with a unique ticket link.
• Agents can reply to the ticket using the unique ticket link without logging in.
• Users can reply to the ticket using the unique ticket link without logging in.
• Both the user and agent can edit the last/all reply message(s) based on settings.
• Both the user and agent can close tickets when submitting a reply.
• Both the user and agent can close tickets using a Close Ticket link.
• Both the user and agent can reopen closed tickets if allowed in the settings.
• On the single ticket view page, both the user and agent can see links to other submitted tickets of the same user based on the user’s email address.

Features – Signature and profile photo (Pro Addon required):

• Both users and agents can set a profile photo and default signature if allowed in the settings. Login/registration required to use this feature.

Features – Create ticket for users by Admin and Agent (Pro Addon required):

• Admins can create tickets for other registered users from the admin panel.
• Agents can create tickets for other registered users from the frontend.

Features – List of tickets:

• Admins can view a list of all tickets in the WordPress admin panel.
• Agents can view a list of all tickets submitted to their department on the frontend (Pro Addon required).
• Registered users can view a list of all tickets (Pro Addon required).
• If a user registers later with an email address that was used to submit tickets, all of the user’s tickets (before and after registration) will be displayed on the frontend tickets list page (Pro Addon required).
• Filter tickets by ticket status: ‘Open’, ‘Pending’, ‘Closed’, and departments.
• Sort tickets by ‘Ticket Created Date A-Z’, ‘Ticket Created Date Z-A’, ‘Last Reply Date A-Z’, and ‘Last Reply Date Z-A’.
• Search tickets by ticket ID, subject, and email address.
• Users and agents can still view a list of submitted tickets on the single ticket view page without logging in or registering.

Features – Admin- Department:

• Create/edit/delete unlimited departments. One department supported in the free version.
• Assign a support agent to each department.
• Show/hide department field on the frontend ticket submission form.
• Add additional email notification addresses to each department.
• When a new ticket is submitted to a specific department, the assigned support agent and additional email addresses will receive email notifications.

Features – Admin- Forms and Form Builder:

• Create/edit/delete unlimited forms with dedicated custom fields, features, and options. One form is supported in the free version.
• Add different forms with different and dedicated custom fields to different pages and receive support tickets.
• Dedicated shortcode for each form.
• Add unlimited custom fields (Pro Addon required).
• Supported custom field types include:
  • Textbox
  • Email
  • Number Box
  • Textarea
  • Dropdown/Select
  • Radio Group
  • Checkbox Group
  • Hidden
  • Date Picker
  • Date and Time Picker
  • Content (Supports HTML)
  • Option to restrict custom fields to require login. Useful for asking sensitive information, like website login info.

Features – Dedicated options for each form:

• Add/edit/remove unlimited custom fields with field Name, Label, Placeholder, Error message, etc. (Pro Addon required).
• Option to show the custom field on the Ticket submission or Reply form or both (Pro Addon required).
• Option to add/remove custom field inputs on Email notifications (Pro Addon required).
• Re-order all (core and custom) fields.
• Arrange/rearrange all (core and custom) fields with 1-3 columns.
• Enable/disable file upload.
• Enable/disable Google reCAPTCHA.
• Enable/disable email verification (Pro Addon required).
• Enable/disable WordPress posts suggestions when typing in the Subject field (Pro Addon required).
• Add your own CSS classes for input fields and buttons.
• Add your own button texts.
• Ticket View Page’s Sidebar Options:
  • Option to add HTML supported content at the very top.
  • Option to add HTML supported content at the very bottom.
  • Option to show/hide ticket status
  • Option to show/hide ticket created date
  • Option to show/hide last updated date
  • Option to show/hide user-submitted custom fields’ label and value for the initial message (when the ticket is created), not for replies.
  • Option to show/hide other tickets by the user.
  • Option to show number of other tickets by the user.

Features – Email settings:

• Support WordPress default email delivery system.
• Support dedicated SMTP for this plugin only.

Features – Email templates:

Following customizable email templates are available with necessary placeholders:

• After a new ticket is created – Send to User
• After a new ticket is created – Send to Agent
• After a new ticket is created – Send to Additional email addresses
• After a ticket reply – Send to User
• After a ticket reply – Send to Agent
• After a ticket reply – Send to Additional email addresses
• Send pre-ticket closing notification to User
• Send pre-ticket closing notification to Agent
• Send closure notification to User after automatically closing tickets
• OTP Email
• When new user account created – Send to User
• (Any emails can be disabled by deactivating email templates.)

Features – Automation with cron job (Pro Addon required):

• Send pre-ticket closing notification to the ticket submitter or the assigned agent after x (based on settings) number of days of the last reply.
• Close tickets automatically after x (based on settings) number of days of the last reply.
• Send email notification to the ticket submitter after closing a ticket automatically.

How it works?

• After creating a new ticket, a unique ticket link URL will be generated with 2 unique and dedicated random IDs, and the ticket link URL will be sent to the submitter and support agent by email.
• With the unique ticket link URL, both the user/submitter and the support agent will be able to reply to the ticket without any login/registration.
• When viewing and replying to tickets, 2 unique IDs will be verified to give access to the ticket.
• Ticket link URL will be sent with email notifications, and there is no other way to see the URL.
• Encrypted agent information on the ticket link URL to identify and verify the agent when replying as an agent.

Requirements:

• WordPress 5.5+
• PHP 7+

Links

• Pro Addon
• Documentation
• Contact Support

Available Shortcodes

Submit ticket form:

[guest-support view=form id=1]

View single ticket:

[guest-support view=ticket]

View list of tickets on front-end (Pro Addon required):

[guest-support view=tickets]

Third-Party Services

This plugin uses Google reCAPTCHA to enhance security by preventing spam and abuse on the support ticket submission forms.

Data Transmission
When Google reCAPTCHA is enabled, user interaction data with the reCAPTCHA may be transmitted to Google for verification purposes. Please note that no data from the actual support ticket forms is sent to Google.

Optional Usage
Google reCAPTCHA is an optional feature. If you do not wish to use it, you can disable it within the plugin settings.

Links to Google reCAPTCHA Service
– Google reCAPTCHA
– Google Terms of Service
– Google Privacy Policy

Please review these terms and policies to understand how your interaction data with Google reCAPTCHA is handled. By enabling and using Google reCAPTCHA, you agree to these terms.

Screenshots

Installation

• Install the plugin using WordPress default plugin installer.
• Activate Guest Support plugin you just installed.
• After installing successfully, click on the G. Support menu item from WordPress admin left sidebar and follow setup guide.

FAQ

Can one user see another user’s ticket as it doesn’t require any login registration?

No, all tickets will have 2 unique and random id in every ticket url and only the submitter and support agents/WordPress admins can see the ticket url.

Reviews

Very useful ticketing system!

minati88 May 5, 2024 1 reply

It’s simple but effective, exactly what I was looking for! Of course, there could be some improvements, but I think those will come with time ??

Simple and effective

Bowo August 3, 2023

Just enough features to get the ball rolling. The Pro addon is worth the purchase. Hoping the AJAX KB suggestion will also support custom/other post type and taxonomy, where currently it supports only post and category.

Brilliant Plugin, even better support!!

lyledg February 23, 2023

What a find this is!! I have been looking for a support ticket plugin and this is the business, and the developer was very responsive to add new features to the addon. I am seriously happy!

Contributors & Developers

Changelog

Version 1.2.2 – Aug 18, 2024

• Bug fixes, security enhancements, and overall improvements.

Version 1.2.1 – May 22, 2024

• Bug fixed on the departments listing page.

Version 1.2.0 – May 09, 2024

• Redesigned the form builder page.
• Extended departments functionality; now you can assign departments to specific forms.
• Added a short_ticket_id placeholder.
• Added an option to show/hide the ticket ID on the ticket view sidebar.
• Implemented a mass ticket deletion option.
• Bug fixes.

Version 1.1.1 – Mar 13, 2024

Fixed attachment URL issue on reply email.

Version 1.1.0 – March 03, 2024

• Completely revamped the session management system used throughout the plugin.
• Implemented a more robust and efficient session handling mechanism.
• Fixed various bugs and issues related to session handling reported by users.
• Overall performance improvements and optimizations in session-related operations.

Version 1.0.9 – Feb 22, 2024

Fixed issue with time elapsed display on the ticket view page.

Version 1.0.8 – Feb 16, 2024

Fixed issue with special characters in email subjects.

Version 1.0.7 – Feb 16, 2024

• Improved OTP verification system. Now it combats spam more effectively.
• Added ‘login required’ option to custom fields. Once enabled, the user or the agent needs to login to view the message of that custom field.
• Moved email templates from Email Settings to Email Templates.
• Added option to show confirmation message or redirect to the ticket view page after successfully submitting a ticket.
• Added option to customize the confirmation message with necessary placeholders.
• Added cron job in the Pro Addon to send pre-ticket closer email notification, close tickets, and send closer email notification after a certain number of days configured in the settings.
• Hardcoded CSS for input and button classes to prevent conflicts with themes.
• Overall improvements.

Version 1.0.6 – Oct 24, 2023

Enhanced the display of the success message after a ticket has been created.

Version 1.0.5 – Feb 26, 2023

PHP 8.2 compatibility fix.

Version 1.0.4 – Feb 23, 2023

Overall improvements.

Version 1.0.3 – Oct 19, 2022

Updated language file.

Version 1.0.2 – Oct 18, 2022

Bug fixed.

Version 1.0.1 – Oct 17, 2022

Bug fixed.

Version 1.0.0 – Oct 08, 2022

Initial release.