Getting Started – SupportCandy https://supportcandy.net The most reliable customer support plugin and ticket system for WordPress Mon, 27 Jul 2026 06:08:10 +0000 en-US hourly 1 https://wordpress.org/?v=7.0.4 https://supportcandy.net/wp-content/uploads/2022/07/cropped-logo-32x32.png Getting Started – SupportCandy https://supportcandy.net 32 32 Installation https://supportcandy.net/docs/installation/ Tue, 21 Jun 2022 02:01:29 +0000 https://supportcandy.net/?post_type=docs&p=279670
Overview

SupportCandy can be installed directly from the WordPress Plugin Directory or by uploading the plugin ZIP file manually. Both methods only take a few minutes to complete.

 

Install from the WordPress Plugin Directory
  1. Log in to your WordPress Dashboard.
  2. Go to Plugins → Add New Plugin.
  3. Search for SupportCandy.
  4. Find SupportCandy – Helpdesk & Support Ticket System in the search results.
  5. Click Install Now.
  6. After the installation is complete, click Activate.

 
Install Manually

  1. Click here to download the latest version of the SupportCandy plugin ZIP file.
  2. Log in to your WordPress Dashboard.
  3. Go to Plugins → Add New Plugin.
  4. Click Upload Plugin.
  5. Select the downloaded ZIP file.
  6. Click Install Now.
  7. After the installation is complete, click Activate.

]]> Setting up support pages https://supportcandy.net/docs/setting-up-support-pages/ Tue, 21 Jun 2022 06:48:08 +0000 https://supportcandy.net/?post_type=docs&p=279738
Overview

SupportCandy uses WordPress pages to display its support features on the front end. You can create separate pages for your complete support portal, ticket creation form, or ticket lookup page using SupportCandy shortcodes.

Support Page

The Support Page provides the complete SupportCandy experience. Depending on your settings, it can include:

  • User login
  • User registration
  • Password reset
  • Open ticket using OTP
  • Guest login
  • Guest ticket creation
  • Create new ticket form
  • Ticket list and ticket details
Steps to Configure​
  1. Go to Pages → Add New.
  2. Create a new page (for example, Support).
  3. Add the following shortcode to the page: [supportcandy]
  4. Publish the page.
  5. Go to SupportCandy → Settings → General Settings → Page Settings.
  6. Select the newly created page from the Support Page dropdown.
  7. Click Submit to save the changes.
Open Ticket Page
The Open Ticket Page allows customers to open a ticket directly by entering their Ticket ID. This page is useful if you do not want to display the ticket list on the front end. Steps to Configure
  1. Go to Pages → Add New.
  2. Create a new page (for example, Open Ticket).
  3. Add the following shortcode to the page: [wpsc_open_ticket]
  4. Publish the page.
  5. Go to SupportCandy → Settings → General Settings → Page Settings.
  6. Select the newly created page from the Open Ticket Page dropdown.
  7. Click Submit to save the changes.
New Ticket Page
The New Ticket Page displays only the ticket creation form. It is useful if you want to use SupportCandy as a contact form or allow customers to submit new tickets without accessing their ticket list. Steps to Configure
  1. Go to Pages → Add New.
  2. Create a new page (for example, Create New Ticket).
  3. Add the following shortcode to the page: [wpsc_create_ticket]
  4. Publish the page.
  5. Copy the URL of the newly created page.
  6. Go to SupportCandy → Settings → General Settings → Page Settings.
  7. Change the New Ticket Page option from Support Page to Custom.
  8. Paste the page URL into the Custom Page URL field.
  9. Click Submit to save the changes.
SupportCandy Shortcodes
Shortcode Purpose
[supportcandy] Displays the complete SupportCandy support portal.
[wpsc_create_ticket] Displays only the new ticket creation form.
[wpsc_open_ticket] Allows customers to open a ticket using their Ticket ID.
]]> Add support agents https://supportcandy.net/docs/add-support-agents/ Tue, 21 Jun 2022 07:28:54 +0000 https://supportcandy.net/?post_type=docs&p=279764
Overview

Support agents are responsible for managing and responding to customer tickets in SupportCandy. If you have dedicated support staff, you can add existing WordPress users as support agents and assign them an appropriate Agent Role.

Where to Find

Go to: Support → Support Agents → Agents

Add Support Agents List

Support agents are responsible for managing and responding to customer tickets in SupportCandy. If you have dedicated support staff, you can add existing WordPress users as support agents and assign them an appropriate Agent Role.

How It Works

SupportCandy allows you to add existing WordPress users as support agents. Each agent is assigned an Agent Role, which determines the actions they can perform and the tickets they can access.

Only users who already exist in your WordPress website can be added as support agents.

Step-by-Step Guide
  • Go to Support → Support Agents → Agents.
  • Click Add New.
  • Select one or more existing WordPress users.
  • Choose an Agent Role for the selected users.
  • Click Submit to add the selected users as support agents.

Add support agents
Options / Settings

WordPress Users: Select one or more existing WordPress users that you want to add as support agents.

Agent Role: Choose the role to assign to the selected users. The assigned role determines the permissions and capabilities available to the agent.

Example

Suppose the Out of SLA card displays 5 tickets.

Clicking the Out of SLA card opens the ticket list showing only those five tickets, allowing agents to prioritize and resolve overdue requests.

Notes / Tips

]]> Enable email notifications https://supportcandy.net/docs/enable-email-notifications/ Tue, 21 Jun 2022 07:45:22 +0000 https://supportcandy.net/?post_type=docs&p=279780

Email notifications are not enabled by default. You need to set up email notification settings to enable it.

Also, you must need an active SMTP plugin that actually sends an email from your website.

Overview

SupportCandy does not send email notifications by default. To notify customers and agents about ticket activity, you must configure the email notification settings.

Your WordPress website must also have a properly configured SMTP plugin to send emails successfully.

Where to Find

Go to: Support → Email Notifications

SupportCandy Email Notification General Settings
How It Works
SupportCandy generates email notifications for various ticket events, such as ticket creation, replies, status changes, and assignments. However, the plugin does not send emails by itself.

An SMTP plugin is required to deliver these emails from your WordPress website. Once SMTP is configured and the required notifications are enabled, SupportCandy will automatically send email notifications when the corresponding events occur.
Step-by-Step Guide
  • Install and configure an SMTP plugin on your WordPress website.
  • Verify that your website can send emails successfully.
  • Go to Support → Email Notifications.
  • Configure the required email notification settings.
  • Enable the email notifications you want to send.
  • Click Submit to save your changes.
Notes / Tips
  • Email notifications are disabled by default.
  • A properly configured SMTP plugin is required for reliable email delivery.
  • After completing the setup, create a test ticket to verify that email notifications are working correctly.
  • If emails are not being delivered, verify your SMTP plugin configuration before troubleshooting SupportCandy.
]]> Enable guest tickets https://supportcandy.net/docs/enable-guest-tickets/ Tue, 21 Jun 2022 07:59:40 +0000 https://supportcandy.net/?post_type=docs&p=279784
Overview

Guest Tickets allow visitors to create support tickets without logging in or creating a WordPress user account. This is useful if you want to make it easier for customers to contact your support team.

By default, Guest Tickets are disabled.

Where to Find

Go to: Support → Settings → General Settings → General

Enable Guest Ticket in SupportCandy
How It Works

When Guest Tickets are enabled, visitors can submit new support tickets without creating a user account. Depending on your SupportCandy configuration, guests may be asked to provide their name, email address, or verify their identity before submitting a ticket.

If Guest Tickets are disabled, only authenticated users can create new tickets.

Step-by-Step Guide
  • Go to Support → Settings → General Settings → General.
  • Locate the Allow Create New Ticket setting.
  • Select Guest from the available options.
  • Click Submit to save the changes.

Options / Settings

  • Allow Create New Ticket

    Controls who can create new support tickets.

    • Registered Users – Only logged-in users can create tickets.
    • Guest – Visitors can create tickets without logging in.

Example

Suppose you provide customer support for a public website and do not want to require visitors to create an account.

By selecting Guest for the Allow Create New Ticket setting, visitors can submit support tickets directly from your support page.

Notes / Tips
  • Guest Tickets are disabled by default.
  • Enabling Guest Tickets makes it easier for new customers and website visitors to contact your support team.
  • If you require customers to have an account before creating tickets, keep this setting disabled.

]]> Enable public tickets https://supportcandy.net/docs/enable-public-tickets/ Tue, 21 Jun 2022 08:00:14 +0000 https://supportcandy.net/?post_type=docs&p=279786
Overview

Public Tickets allow customers to view tickets created by other customers. This can help reduce duplicate tickets by letting customers find existing discussions and solutions.

By default, Public Tickets are disabled.

Where to Find

Go to: Support → Settings → Miscellaneous → Advanced

SupportCandy Public Ticket
How It Works

When Public Tickets are enabled, customers can view tickets created by other customers. Tickets created by support agents are never displayed publicly.

You can also choose whether customers are allowed to reply to public tickets. This setting is disabled by default.

These settings do not affect support agents. Agents continue to access tickets according to their assigned roles and permissions.

Step-by-Step Guide
  • Go to Support → Settings → Miscellaneous → Advanced.
  • Enable the Public Mode option.
  • (Optional) Enable Allow Others to Reply to Public Tickets if you want customers to reply to public tickets.
  • Click Submit to save the changes.

Options / Settings

Public Mode: When enabled, customers can view tickets created by other customers. Tickets created by support agents are not displayed publicly.

Allow Others to Reply to Public Tickets: When enabled, customers can reply to public tickets created by other customers. When disabled, customers can only view public tickets without replying.

Example

Suppose a customer reports an issue that other customers are also experiencing.

By enabling Public Mode, other customers can view the existing ticket instead of creating duplicate tickets. If Allow Others to Reply to Public Tickets is also enabled, they can join the discussion by posting replies.

Notes / Tips
  • Public Tickets are disabled by default.
  • Tickets created by support agents are never visible to customers through Public Mode.
  • Support agents are not affected by this setting and continue to access tickets based on their assigned permissions.
  • Enable customer replies only if you want customers to collaborate on public discussions.

]]> Enable user registration https://supportcandy.net/docs/enable-user-registration/ Tue, 21 Jun 2022 08:00:59 +0000 https://supportcandy.net/?post_type=docs&p=279788
Overview

SupportCandy allows visitors to register for a user account directly from the support portal. This makes it easy for new customers to create an account before submitting or managing their support tickets.

You can choose to use SupportCandy’s built-in registration form, the default WordPress registration page, or a custom registration page.

Where to Find

Go to: Support → Settings → General Settings → Page Settings

Enable User Registration
How It Works

When user registration is enabled, a Register Now link is displayed in the support portal. Clicking this link opens or redirects visitors to the registration page based on the option you choose.

SupportCandy provides three registration methods to suit different website requirements.

Step-by-Step Guide
  • Go to Support → Settings → General Settings → Page Settings.
  • Locate the User Registration setting.
  • Select the registration method you want to use.
  • If you select Custom, enter the URL of your custom registration page.
  • Click Submit to save the changes.

Options / Settings

Uses SupportCandy’s built-in registration form with the minimum required fields. The registration form opens within the support portal when visitors click the Register Now link.

Default user registration

WordPress Default Registration

Redirects visitors to the default WordPress registration page when they click the Register Now link.

WordPress default registration

Custom

Redirects visitors to a custom registration page that you specify. Enter the full URL of your registration page in the provided field.

Custom user registration
Example

Suppose your website uses a membership plugin with its own registration page.

Select Custom as the registration method and enter the URL of your membership registration page. When visitors click Register Now, they will be redirected to your custom registration page instead of the default SupportCandy or WordPress registration form.

Notes / Tips
  • Choose the registration method that matches your website’s user registration process.
  • The Custom option is ideal if you use a membership or eCommerce plugin with its own registration page.
  • Make sure the custom registration URL is accessible to visitors before saving the settings.

]]> Enable OTP Login https://supportcandy.net/docs/enable-otp-login/ Tue, 21 Jun 2022 08:01:36 +0000 https://supportcandy.net/?post_type=docs&p=279790
Overview

OTP (One-Time Password) Login allows users to sign in to the SupportCandy support portal without using their WordPress password. Users receive a one-time password by email, which they can use to access and manage their tickets.

This feature is especially useful for guest users. However, registered users and support agents can also use OTP Login to access the support portal.

Where to Find

Go to: Support → Settings → General Settings → Page Settings

Enable OTP login
How It Works

When OTP Login is enabled, visitors can select the Sign In Using One-Time Password option on the support portal.

After entering their email address, they receive a 6-digit one-time password by email. Entering the correct OTP signs them in to the SupportCandy support portal.

The login session remains active for 24 hours, after which the user is automatically logged out.

Note: OTP Login only grants access to the SupportCandy support portal. It does not log users in to the WordPress website.

Prerequisites

Before enabling OTP Login, make sure the following settings are configured:

  • Guest Tickets are enabled from Support → Settings → General Settings → General by selecting Guest for Allow Create New Ticket.
  • Email Notifications and a working SMTP plugin are configured so users can receive OTP emails.

Step-by-Step Guide
  • Go to Support → Settings → General Settings → Page Settings.
  • Enable the OTP Login option.
  • Click Submit to save the changes.

How to Sign In Using OTP
  • Open the SupportCandy support page.
  • Click Sign In Using One-Time Password.
Login screen with OTP login option
  • Enter your email address.
  • Click Sign In.
Sign in page for OTP login
  • Check your email for the 6-digit OTP.
  • Enter the OTP on the verification screen.
  • Click Submit.
Sign in page with OTP input

If the OTP is valid, you will be signed in to the SupportCandy support portal.

Options / Settings

OTP Login: Enables or disables the One-Time Password login option for the SupportCandy support portal.

Example

Suppose a customer created a ticket as a guest and later wants to check its status.

Instead of creating a WordPress account, the customer can use Sign In Using One-Time Password, receive a verification code by email, and access the support portal to view and manage their tickets.

Notes / Tips
  • OTP Login is available to guest users, registered users, and support agents.
  • Guest Tickets must be enabled for guest users to access their tickets using OTP Login.
  • A properly configured SMTP plugin is required to deliver OTP emails.
  • Each OTP is sent to the email address entered during sign-in.
  • The login session remains active for 24 hours before users are automatically logged out.
  • OTP Login only provides access to the SupportCandy support portal. It does not authenticate users into WordPress.
]]> Shortcodes https://supportcandy.net/docs/shortcodes/ Wed, 15 Mar 2023 11:15:36 +0000 https://supportcandy.net/?post_type=docs&p=318871
Overview

SupportCandy provides several shortcodes that allow you to display different support features on your WordPress pages. Each shortcode serves a specific purpose, such as displaying the support portal, creating new tickets, opening existing tickets, or showing user and agent information.

Simply add the required shortcode to a WordPress page, post, or widget that supports shortcodes.

How It Works

When a page containing a SupportCandy shortcode is opened, WordPress processes the shortcode and displays the corresponding SupportCandy feature.

Each shortcode is designed for a specific purpose. Some are available to all users, while others are intended only for support agents.

Available Shortcodes
[supportcandy]

Displays the complete SupportCandy support portal.

Features include:

  • Customer ticket list
  • Create new ticket
  • Customer profile
  • Agent ticket list
  • Agent profile

Recommended for: Main Support page

[wpsc_create_ticket]

Displays only the Create New Ticket form.

This shortcode is useful if you want to use SupportCandy as a contact form without giving users access to their ticket list.

Recommended for: Contact or New Ticket page

[wpsc_open_ticket]

Allows users to open an existing ticket using:

  • Ticket ID
  • Registered email address
  • One-Time Password (OTP)

After successful verification, users can view and manage the selected ticket.

Recommended for: Open Ticket page

[wpsc_my_profile]

Displays the profile of the currently logged-in user.

This shortcode can be used by both customers and support agents.

Recommended for: My Profile page

[wpsc_unresolved_ticket_count]

Displays the number of unresolved tickets assigned to the currently logged-in support agent.

This shortcode is available only for support agents.

Recommended for: Agent dashboard or sidebar

[wpsc_agent_profile]

Displays the profile of the currently logged-in support agent.

This shortcode is available only for support agents.

Recommended for: Agent Profile page

[wpsc_sf]

Displays the Customer Satisfaction Survey page where customers can rate the support they received after their ticket is resolved.

Recommended for: Satisfaction Survey page

Example

Suppose you want to create a dedicated Contact Us page that only allows visitors to submit support requests.

  1. Create a new WordPress page.
  2. Add the following shortcode:
  3. Publish the page. [wpsc_create_ticket]

Visitors can now submit support tickets without accessing the complete support portal.

Notes / Tips
  • Each shortcode can be placed on a separate WordPress page.
  • Use the [supportcandy] shortcode if you want to display the complete support portal.
  • Some shortcodes are intended only for support agents and may not display content for customers.
  • Publish the page after adding the shortcode to make it available on your website.
]]> Translation https://supportcandy.net/docs/translation/ Mon, 20 Mar 2023 09:33:09 +0000 https://supportcandy.net/?post_type=docs&p=319279
Overview

SupportCandy supports 20+ languages and automatically displays its interface in your website’s language. To translate the plugin, simply change the WordPress Site Language.

If you run a multilingual website, SupportCandy is fully compatible with WPML and Polylang.

Where to Find

To change the site language:

WordPress Dashboard → Settings → General → Site Language

To translate dynamic content using WPML or Polylang, use the translation tools provided by those plugins.

How It Works

SupportCandy includes translation files for supported languages. When you change your WordPress Site Language, the plugin automatically uses the corresponding translation.

Some content, such as custom fields, custom filter names, and other user-created labels, is stored in the WordPress database. These are called dynamic strings and cannot be translated using the standard translation files.

To translate dynamic strings, use WPML or Polylang. If you use WPML, you will also need the WPML String Translation add-on.

Step-by-Step Guide
Change the SupportCandy Language
  1. Go to WordPress Dashboard → Settings → General.
  2. Locate the Site Language setting.
  3. Select one of the supported languages.
  4. Click Save Changes.

SupportCandy will now display its interface in the selected language.

Create a Multilingual Support Portal
  1. Install and activate WPML or Polylang.
  2. Configure the plugin according to its documentation.
  3. Translate your pages and SupportCandy content.
  4. Use the plugin’s string translation feature to translate dynamic SupportCandy content.

Options / Settings

Site Language

Changes the language used by the WordPress dashboard and the SupportCandy interface.

WPML

Allows you to create multilingual websites and translate both pages and dynamic SupportCandy content. To translate dynamic strings, install the WPML String Translation add-on.

Polylang

Allows you to create multilingual websites and translate pages, posts, and dynamic SupportCandy content stored in the database.

Supported Languages

SupportCandy currently includes translations for the following languages:

  • Arabic
  • Chinese (China)
  • Chinese (Traditional)
  • Dutch (Belgium)
  • Dutch (Netherlands)
  • French (France)
  • German (Germany)
  • Greek
  • Hebrew
  • Hungarian
  • Italian (Italy)
  • Persian
  • Polish (Poland)
  • Portuguese (Brazil)
  • Portuguese (Portugal)
  • Russian
  • Spanish (Spain)
  • Swedish
  • Turkish

Example

Suppose your website serves both English- and Spanish-speaking customers.

  1. Install WPML or Polylang.
  2. Create English and Spanish versions of your support pages.
  3. Translate dynamic ticket form labels using the plugin’s string translation feature.

Visitors will see SupportCandy in their selected language.

Notes / Tips
  • SupportCandy automatically uses the selected WordPress Site Language.
  • Dynamic strings, such as custom fields and filter names, are not translated using standard translation files.
  • Use WPML String Translation if you are using WPML and want to translate dynamic strings.
  • If you do not use WPML or Polylang, you can manually rename custom fields and labels in the SupportCandy settings.

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