Demfilz Support Tickets

Demfilz Support Tickets turns your WordPress site into a proper support desk. Customers open tickets from a page on your site, follow the conversation by email or in their browser, and rate the service when it is done. Your team works every ticket from one screen inside wp-admin.

On the front end

• A support portal you place with the [dsup_support] shortcode or the Support Tickets block.
• Guests can open tickets with just a name and an email address, or you can require a login.
• Signed in customers see all of their tickets automatically. Guests can ask for a secure emailed link to theirs.
• A clean conversation view: replies, attachments, status, and a reply box that reopens closed tickets.
• Optional satisfaction rating when a ticket is resolved.

In the dashboard

• Dashboard with open, unassigned, mine and past-SLA counts.
• Ticket list with filters for status, priority, department and agent, plus full text search, bulk actions and CSV export.
• A single ticket screen with the whole thread, internal notes the customer never sees, canned replies, attachments and an activity log.
• Departments, each with its own notification inbox and agent pool.
• Agents are ordinary WordPress users you promote, with their own signature and departments. There is also a dedicated Support Agent role for support-only logins.
• Reports: volume per day, per status, per department and per agent, average first response, average resolution and satisfaction.

Automatic behaviour

• New tickets are assigned round robin, to the least busy agent, or left for someone to claim.
• SLA response and resolution targets per priority, with alerts when a target is missed.
• Resolved tickets close themselves after a set number of days, and quiet customers get a reminder.
• Every notification email is a template you can edit, with placeholders for the ticket, customer and agent.

Built carefully

• Attachments are stored under a random, non-executable file name and only served to people entitled to see them.
• Nonces, capability checks, honeypot, signed form timestamps and per address rate limiting on every public form.
• Custom tables, so a busy desk never bloats your posts table.
• Privacy exporter and eraser for GDPR requests.