Getting Started – SupportCandy https://supportcandy.net The most reliable customer support plugin and ticket system for WordPress Wed, 24 Sep 2025 11:24:36 +0000 en-US hourly 1 https://wordpress.org/?v=6.9.4 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

There are two ways you can install SupportCandy to your WordPress website:

Plugins Directory

You can follow the below steps to install SupportCandy from the plugins directory:

  1. First, go to your website dashboard.
  2. Click on the Plugins menu.
  3. Click on Add New button.
  4. Search for SupportCandy in the search section.
  5. Click Install Now button under plugin SupportCandy – Helpdesk & Support Ticket System.
  6. Click Activate button, and you are done!
Manual Installation

You can follow the below steps to install SupportCandy manually:

  1. Click here to download the latest version of SupportCandy.
  2. Next, click on the Plugins menu.
  3. Click on Add New button.
  4. Click on the Upload Plugin button.
  5. Upload the downloaded zip file.
  6. Click Activate button, and you are done!
]]> 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

Creating support pages on your website for SupportCandy Helpdesk involves creating WordPress pages and embedding SupportCandy shortcodes to display various support-related features and functionality. Here’s a step-by-step guide to help you set up support pages using SupportCandy shortcodes:

Support page:

If you want all the functionality of SupportCandy which includes user login, user registration, password reset, open ticket using OTP, guest login, guest ticket, create new ticket, and access to ticket list then you can create a page using following steps:

  • Create a new page (e.g. Support)
  • Insert below shortcode into it:
[supportcandy]
  • Go to Support → Settings → General Settings → Page Settings
  • Select a newly created page (e.g. Support) under the Support page dropdown
  • Save settings by clicking Submit button
New ticket page:

If you want to use SupportCandy as a contact form or you want just a new ticket form then you can create page using following steps. Users can not access ticket list or existing tickets using this page.

  • Create a new page (e.g. Create New Ticket)
  • Insert shortcode
[wpsc_create_ticket]
  • Go to Support → Settings → General Settings → Page Settings
  • Change the New ticket page dropdown from Support page to Custom
  • Copy the URL of the newly created page (e.g. Create New Ticket) and paste it under the custom page URL
  • Save settings by clicking Submit button
Open ticket page:

Optionally, if you do not want to show the ticket list on the front end but want to allow customers to open the ticket using the ticket id, you need to create an open ticket page.

  • Create a new page (e.g. Open Ticket)
  • Insert shortcode
[wpsc_open_ticket]
  • Go to Support → Settings → General Settings → Page Settings
  • Select a newly created page (e.g. Open Ticket) under the Open ticket page dropdown
  • Save settings by clicking Submit button
]]> 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

By default, site administrators are added to support agents. But you may need to add dedicated support agents to handle tickets assigned to them.

Please follow the below steps to add an agent(s):
  1. Go to Support → Support Agents → Agents → Add New
Add Support Agents

2. Select one or more existing users, choose a role, click Submit, and you’re done!

Add support agents

You can visit this link to learn more about Agent Roles, Capabilities and permissions.

]]> 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.

SupportCandy Email Notification General Settings
]]> 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

If you want your visitors to be able to create tickets without a user account, you can enable guest tickets. By default, guest tickets are disabled; you can allow them by following the steps below:

  1. First, go to your website dashboard.
  2. Go to Support → Settings → General Settings → General.
  3. Select ‘Guest’ in the ‘Allow create new ticket’ setting.
  4. Click ‘Submit’ to save the settings.
Enable Guest Ticket in SupportCandy
]]> 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

If you enable public tickets, all tickets of all customers (excluding tickets created by support agents) will be visible to other customers. You can also control whether or not the customers can reply to each other’s tickets (default false).

This setting does not apply to support agents, and they will be able to access tickets allowed to them as usual.

To enable public tickets, follow the below steps:

  1. First, log in to your WordPress dashboard.
  2. Go to Support → Settings → Miscellaneous → Advanced
  3. Enable Public mode
  4. Enable Allow others to reply to public tickets if you wish to allow customers to reply to each other’s tickets.
  5. Click Submit to save the changes.
SupportCandy Public Ticket
]]> 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

You can enable user registration within the support portal. To enable this, please go to Support → Settings → General Settings → Page settings.

Enable User Registration

There are three options:

1. Default

SuportCandy has default registration with minimum required fields which will load on the same page when visitors click on Register now link.

Default user registration
2. WP Default Registration

This will redirect visitors to the default WordPress registration page.

WordPress default registration
3. Custom

If you have a custom user registration page set, you can enter its URL so that visitors will be redirected to it when they click on Register now link.

Custom user registration
]]> 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

If you wish to allow guest users to view their ticket list, you can enable OTP (One Time Password) login. However, OTP login will only work if:

  1. Guest tickets are enabled, you can enable the guest tickets from Support → Settings → General Settings → General → Allow create new ticket → Add Guest.
  2. OTP Login enabled at Support → Settings → General Settings → Page Settings → OTP Login.

Enable OTP login
OTP login works as follows:
1. Visitor comes to your support page.
Login screen with OTP login option
2. Click on Sign-in using one time password.
3. Insert Email Address and click the Sign In button.
Sign in page for OTP login
4. He receives a 6-digit one-time password to his email inbox.
5. Insert this one-time password and click Submit button.
Sign in page with OTP input

If entered OTP is correct, he is now logged in to the support ticket portal.

This session will be valid for 24 hours and automatically logs out the user when it is expired.

Please note that this login is not regular WordPress login. It only applies to the support portal where users can manage their tickets.

Although this feature allows guest users to log in and manage their tickets, registered users and agents can also use this to log in to the support portal.

]]> Shortcodes https://supportcandy.net/docs/shortcodes/ Wed, 15 Mar 2023 11:15:36 +0000 https://supportcandy.net/?post_type=docs&p=318871 Here is the list of all shortcodes available for SupportCandy:

[supportcandy]

This shortcode shows the SupportCandy dashboard. Agent view contains a ticket list, create a new ticket, my profile, and agent profile. Customer view contains the ticket list, create a new ticket and my profile.

[wpsc_create_ticket]

If you want to use the SupportCandy ticket form as a contact form then you can use this shortcode. Users can create a new ticket using this form.

[wpsc_open_ticket]

Users can quickly open their tickets using this shortcode. Users need to enter their ticket id and registered email, an OTP will be sent to the email for authentication. After successful authentication, users can view and manage the ticket.

This shortcode is for the user and agent. This shortcode shows the customer profile of the current user.

[wpsc_unresolved_ticket_count]

This shortcode is only for agents. This shortcode shows the count of unresolved tickets of the current user. 

[wpsc_agent_profile]

This shortcode is only for agents. This shortcode shows the current support agent’s profile

[wpsc_sf]

This shortcode shows the satisfaction survey page where users can rate the support.

[wpsc_my_profile]

This shortcode shows the current user profile. Customer and agents can view their profile

]]> Translation https://supportcandy.net/docs/translation/ Mon, 20 Mar 2023 09:33:09 +0000 https://supportcandy.net/?post_type=docs&p=319279

SupportCandy is available in 20+ languages. You can translate the SupportCandy into one of these languages by simply changing your site language. The available languages are as follows:

  • Arabic

  • German (Germany)

  • Greek

  • Spanish (Spain)

  • French (France)

  • Hebrew

  • Italian (Italy)

  • Dutch (Netherlands)

  • Portuguese (Portugal)

  • Russian

  • Swedish

  • Chinese (China)

  • Chinese (Traditional)

  • Portuguese (Brazil)

  • Turkish

  • Hungarian

  • Polish (Poland)

  • Persian

  • Dutch(Belgium)

Create a Multilingual Site

SupportCandy is compatible with WPML(WPML Multilingual CMS) and Polylang. Using WPML(WPML Multilingual CMS) or Polylang, you can create a multilingual site.

The dynamic strings such as custom fields, filter names, etc in the ticket form can’t be translated using normal translation files(po/mo). You can translate those strings using WPML(WPML Multilingual CMS) or Polylang. If you are using WPML then you going to need WPML string translation to translate those strings.

The WPML or Polylang allows you to translate such dynamic strings that are stored in the database. If you do not want to use these plugins then rename fields in your required language from settings.

]]>