Productivity Suite – SupportCandy https://supportcandy.net The most reliable customer support plugin and ticket system for WordPress Tue, 18 Aug 2026 05:13:41 +0000 en-US hourly 1 https://wordpress.org/?v=7.1.2 https://supportcandy.net/wp-content/uploads/2022/07/cropped-logo-32x32.png Productivity Suite – SupportCandy https://supportcandy.net 32 32 General https://supportcandy.net/docs/productivity-suite/ Tue, 25 Jun 2024 06:47:49 +0000 https://supportcandy.net/?post_type=docs&p=337772
Overview

The Productivity Suite provides tools that help Agents manage Tickets more efficiently. It includes features for organizing tasks, creating standard Ticket values, highlighting important Tickets, and closing Tickets without notifying Customers.

Where to Find

Go to Support → Settings → Productivity Suite.

SupportCandy productivity suite
How It Works

You can enable or disable the available Productivity Suite features based on your support workflow.
The suite includes:

  • Checklist – Create task lists for Tickets and track required steps.
  • Ticket Templates – Define Ticket field values to simplify Ticket creation.
  • To-Do List – Create personal task lists for individual Tickets.
  • Pin Tickets – Keep important Tickets at the top of the Ticket list.
  • Close Ticket Silently – Close a Ticket without sending a notification to the Customer.
  • Merge Ticket – Merge related tickets into single ticket for the same ticket creator.

Step-by-Step Guide
  • Go to Support → Settings → Productivity Suite.
  • Review the available Productivity Suite features.
  • Enable the features required for your support workflow.
  • Disable features that are not required.
  • Save the settings.
Options / Settings

Checklist
Allows you to create and assign task lists to Tickets so Agents can follow all required steps.

Ticket Templates
Allows you to define commonly used Ticket field values to make Ticket creation faster and more consistent.

To-Do List
Allows Agents to create and manage personal tasks for individual Tickets.

Pin Tickets
Allows important Tickets to be pinned so they remain easily accessible at the top of the Ticket list.

Close Ticket Silently
Allows Agents to close Tickets without sending a closing notification to the Customer.

Merge Ticket
Combine multiple related tickets into a single ticket to keep conversations and information organized.

Example

If an Agent needs to complete several steps before resolving a Ticket, the Checklist feature can be used to track each required task. Important Tickets can also be kept easily accessible using Pin Tickets.

Notes / Tips
  • Enable only the Productivity Suite features required by your support workflow.
  • Use Ticket Templates for Tickets that require similar field values.
  • Use Checklist and To-Do List to organize Ticket-related tasks.
  • Use Pin Tickets to keep important Tickets easily accessible.
]]> Merge Tickets https://supportcandy.net/docs/merge-tickets/ Wed, 18 Mar 2026 10:43:42 +0000 https://supportcandy.net/?post_type=docs&p=347835

Overview

The Merge Ticket feature allows you to combine multiple tickets from the same customer into a single ticket. This helps avoid duplicate conversations and keeps all communication in one place.

Where to Find

Go to:
Support → Ticket List → Open any Ticket → Click “Merge ticket”

How It Works

  • You can merge tickets created by the same customer only
  • Tickets from different users cannot be merged
  • The source ticket (merged ticket) will be:
    • Closed automatically
    • A note will be added indicating it was merged
  • The target ticket (main ticket) will:
    • Receive a merge note
    • Include the full transcript of the merged ticket conversation

Step-by-Step Guide

Step 1: Open the Ticket

  • Go to Support → Ticket List
  • Open the ticket where you want to merge another ticket

Step 2: Click on Merge Ticket

  • Click the “Merge ticket” option from the ticket actions

Step 3: Select Ticket to Merge

  • A popup will appear with a list of tickets
  • Search and select the ticket you want to merge

Step 4: Confirm Merge

  • Review the merge details
  • Click “Continue and merge”

Step 5: View Merged Result

  • The merged ticket will be closed
  • The main ticket will show:
    • Merge note
    • Full conversation transcript
Notes / Tips
  • Only tickets from the same customer can be merged
  • Once merged, the action cannot be undone
  • Use this feature to manage duplicate or related tickets efficiently
  • Helps maintain a single conversation history for better tracking
]]> Checklist https://supportcandy.net/docs/checklist/ Tue, 25 Jun 2024 07:13:52 +0000 https://supportcandy.net/?post_type=docs&p=337776
Overview

The Checklist feature allows Admin users to create task lists and assign them to tickets. Agents can mark tasks as completed while working on a ticket. This helps teams follow required steps and track completed tasks.

Where to Find
  • Enable the feature from Support → Settings → Productivity Suite → Checklist.
  • Manage checklist templates from Support → Settings → Checklist Templates.
  • Manage the checklist widget from Support → Settings → Ticket Widgets → Checklist.
Checklist templates list
How It Works

A checklist contains a set of tasks that Agents can complete while handling a ticket. Admin users can create checklist templates and Agents can assign them to tickets through the Checklist Widget.
Once assigned, Agents can mark individual tasks as completed as they work through the ticket.

Step-by-Step Guide
Individual ticket checklist widget

Enable Checklist

  1. Go to Support → Settings → Productivity Suite → Checklist.
  2. Enable the Checklist feature.
  3. Save the settings.

 

Create or Manage Checklist Templates

  1. Go to Support → Settings → Checklist Templates.
  2. Create a new checklist or edit an existing checklist.
  3. Add the required tasks to the checklist.
  4. Save the checklist.

 

Enable the Checklist Widget

  1. Go to Support → Settings → Ticket Widgets → Checklist.
  2. Enable the Checklist widget.
  3. Configure the required permissions.
  4. Save the settings.

 

Assign a Checklist to a Ticket

  1. Open the required ticket.
  2. Go to the Checklist Widget.
  3. Select the required checklist.
  4. Assign the checklist to the ticket.
  5. Mark each task as completed when it is finished.
Permissions

Admin users can control which Agent roles can assign checklists or create new checklists.
To manage these permissions:

  1. Go to Support → Support Agents → Agent Roles.
  2. Select the required Agent role and click Edit.
  3. Configure the Modify Checklist permission.
  4. Save the changes.
Checklist widget permission
]]> Ticket Templates https://supportcandy.net/docs/ticket-templates/ Tue, 25 Jun 2024 07:14:17 +0000 https://supportcandy.net/?post_type=docs&p=337778
Overview

Ticket Templates allow Admin users to create predefined ticket forms with commonly used ticket information. Templates help Support Agents create tickets faster by automatically filling in predefined values and maintaining consistency across ticket submissions.

Where to Find
  • Enable the feature from Support → Settings → Productivity Suite → Ticket Template.
  • Create and manage templates from Support → Settings → Ticket Templates.
  • Manage template categories from Support → Settings → Ticket Template → Categories.

Ticket template list
How It Works

A Ticket Template contains predefined ticket information that can be applied when creating a new ticket. You can define values for default ticket fields, such as Subject and Description, as well as custom fields available in the New Ticket Form.
Not all fields are required. You can leave some or all field values blank if they are not needed for a particular template.
When creating a new ticket, Support Agents can select a template to automatically populate the configured ticket fields.

Step-by-Step Guide

Creating a New Ticket Template

To create a new Ticket Template:

  1. Go to Support → Settings → Ticket Templates.
  2. Click Add New.
  3. Enter a Title for the template.
  4. Select a Category for the template.
  5. Configure the required ticket fields.
  6. Set values for default fields such as Subject and Description, if required.
  7. Set values for custom fields available in the New Ticket Form, if required.
  8. Save the template.
Add new ticket template

Managing Templates

From Support → Settings → Ticket Templates, Admin users can:

  • Create new Ticket Templates.
  • Edit existing Ticket Templates.
  • Delete Ticket Templates.
  • Manage the predefined values used by each template.

Categorizing Templates

Categories help organize Ticket Templates and make it easier to manage templates for different types of queries or support requirements.

To manage categories:

  1. Go to Support → Settings → Ticket Template → Categories.
  2. Create the required categories.
  3. Assign a category when creating or editing a Ticket Template
Ticket template categories

Using Ticket Templates

Once a Ticket Template is created, it becomes available on the New Ticket Form.

To use a template:

  1. Open the New Ticket Form.
  2. Click on Ticket Template & Select the required Ticket Template.
  3. The configured ticket fields are populated with the template values.
  4. Review or modify the values as required.
  5. Submit the ticket.

This helps Support Agents reduce repetitive data entry and create tickets with consistent information.

Ticket template popup view on create new ticket
Ticket template populate the data in ticket field after selecting the template
Notes / Tips
  • You do not need to configure values for every ticket field. Leave fields blank when they are not required for the template.
  • Ticket Templates can include default fields such as Subject and Description, as well as custom fields available in the New Ticket Form.
  • Selecting a Ticket Template on the New Ticket Form populates the configured field values, which can be reviewed or modified before submitting the ticket.
  • Use Categories to organize templates for different types of queries or support requirements.
]]> To-Do List https://supportcandy.net/docs/to-do-list/ Tue, 25 Jun 2024 07:15:13 +0000 https://supportcandy.net/?post_type=docs&p=337780
Overview

The To-Do List feature allows Support Agents to create personal task lists for individual tickets. It helps Agents organize their work, track pending tasks, and ensure important steps are not missed while resolving a ticket.

Where to Find
  • Enable the feature from Support → Settings → Productivity Suite → To-Do List.
  • Enable the widget from Support → Settings → Ticket Widgets → My To-Do.
TODOs productivity suite setting
TODOs individual ticket widget setting
How It Works

The To-Do List is specific to each ticket and allows Support Agents to create and manage their own tasks. These tasks are personal to the Agent and the ticket where they were created.
To use the feature, the To-Do List setting and the My To-Do widget must be enabled.

How to Enable the Widget
  • Go to Support → Settings → Ticket Widgets → My To-Do.
  • Enable the My To-Do widget.
  • Save the settings.
Accessing and Using the To-Do List

Once enabled:

  1. Open the required ticket.
  2. Locate the My To-Do widget on the ticket page.
  3. Add the tasks that need to be completed for that ticket.
  4. Manage the tasks as you work on the ticket.
  5. Complete the tasks as the required actions are finished.
TODOs individual ticket widget
Example

An Agent is handling a customer issue that requires multiple steps:

  • Verify the customer’s account.
  • Check the reported issue.
  • Apply the required solution.
  • Confirm the solution with the customer.

The Agent can add these tasks to the My To-Do widget and track them while working on the ticket.

Note
  • To-Do lists are specific to the ticket where they are created.
  • To-Do lists are personal to the Support Agent.
  • Tasks cannot be transferred or applied to other tickets.
  • The My To-Do widget must be enabled to access the To-Do List from the ticket page.
Benefits

The To-Do List helps Support Agents organize ticket-specific tasks, avoid missing important actions, and manage ticket resolution more efficiently.

]]> Pin Tickets https://supportcandy.net/docs/pin-tickets/ Tue, 25 Jun 2024 07:15:44 +0000 https://supportcandy.net/?post_type=docs&p=337782
Overview

The Pin Tickets feature allows Agents to keep important Tickets easily accessible. Pinned Tickets remain at the top of the Ticket list, regardless of the selected sorting order.

Where to Find
  • Enable the feature from Support → Settings → Productivity Suite → Pin Ticket.
  • Manage Agent permissions from Support → Support Agents → Agent Roles → Edit → Pin Ticket Access.
How to Enable
  • Go to Support → Settings → Productivity Suite → Pin Ticket.
  • Enable the Pin Tickets feature.
  • Save the settings.
Pin ticket productivity suites settings
Who can pin ticket

Admin users can control which Agent roles can pin Tickets.
To configure this permission:

  1. Go to Support → Support Agents → Agent Roles.
  2. Select the required Agent role and click Edit.
  3. Configure Pin Ticket Access.
  4. Save the changes.
Pin ticket agent permission
How to use
  • Go to the Ticket list.
  • Find the Ticket you want to keep easily accessible.
  • Use the pin option for the Ticket.
  • The pinned Ticket will appear at the top of the Ticket list.
  • Unpin the Ticket when it is no longer required at the top.
Pinned tickets ticket list
Example

An Agent is handling an urgent Ticket that needs regular attention. The Agent can pin the Ticket so it remains at the top of the Ticket list.

Notes / Tips
  • Pinned Tickets remain at the top regardless of the selected sorting order.
  • A pinned Ticket will not appear in a filtered list if it does not match the selected filter.
  • Only Agents with Pin Ticket Access can pin Tickets.
]]> Close Ticket Silently https://supportcandy.net/docs/close-ticket-silently/ Tue, 25 Jun 2024 07:16:17 +0000 https://supportcandy.net/?post_type=docs&p=337784
Overview

The Close Ticket Silently feature allows Support Agents to close Tickets without sending notifications to the customer. This is useful when a Ticket needs to be closed internally without notifying the customer.

Where to Find

Enable the feature from Support → Settings → Productivity Suite → Close Ticket Silently.

How It Works

When the feature is enabled, the Close Ticket Silently option becomes available on the Ticket page. Support Agents can use this option to close a Ticket without sending notifications.
If a Ticket is closed silently, a Satisfaction Survey will not be triggered for that Ticket.

How to Enable
  • Go to Support → Settings → Productivity Suite → Close Ticket Silently.
  • Enable the Close Ticket Silently feature.
  • Save the settings.
Close ticket silently productivity suites settings
How to Use
  • Open the Ticket you want to close.
  • Use the Close Ticket Silently option.
  • The Ticket will be closed without sending notifications.
  • The Satisfaction Survey will not be triggered for the silently closed Ticket.
Close ticket silently individual ticket action
Example

If an Agent needs to close a Ticket internally without notifying the customer, the Agent can use Close Ticket Silently. The Ticket will be closed without sending notifications, and no Satisfaction Survey will be triggered.

Notes / Tips

If a silently closed Ticket is reopened, it becomes a normal Ticket. When closing it again, you must use Close Ticket Silently if you do not want to notify the customer. Otherwise, the customer will be notified.

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