Settings – SupportCandy https://supportcandy.net The most reliable customer support plugin and ticket system for WordPress Tue, 21 Jan 2025 05:44:33 +0000 en-US hourly 1 https://wordpress.org/?v=6.9.4 https://supportcandy.net/wp-content/uploads/2022/07/cropped-logo-32x32.png Settings – SupportCandy https://supportcandy.net 32 32 General settings https://supportcandy.net/docs/general-settings/ Tue, 21 Jun 2022 06:27:02 +0000 https://supportcandy.net/?post_type=docs&p=279729

Support → Settings → General Settings → General

The General Settings section allows you to configure important ticket settings, such as status updates, permissions, and visibility. Below is a description of each option:

1. Ticket Status After Customer Reply

This option lets you set the ticket status when a customer (ticket creator) replies to the ticket. If you don’t want the status to change, select “Do not change.”

2. Ticket Status After Agent Reply

This option lets you set the ticket status when an agent replies to the ticket. To prevent automatic status changes, select “Do not change.”

3. Close Ticket Status

Here you can choose the status that appears when a ticket is closed by either the agent or the customer.

4. Reply Form Position

You can decide where the reply form appears on the ticket page:

  • Top: The reply form appears at the top, and ticket threads show the latest replies first.
  • Bottom: The reply form appears at the bottom, and ticket threads show the oldest replies first.
5. Default Date Format

Set the format for displaying dates in the system. This format will apply to Date or DateTime custom fields unless another format is specified.
For example, you can set it as Y-m-d H:i:s

6. Ticket Prefix

You can customize the label for tickets. For example, if you rename “Ticket” to “Case,” all tickets will appear as “Case #1234.” This will reflect across tickets, email notifications, and more.

7. Allow Close Ticket

Choose who can close a ticket:

  • Customers
  • Administrators
  • Agents

To close tickets, the selected user role must have access to the ticket and permission to change its status.

8. Allow Create New Ticket

Select who can create new tickets:

  • Registered Users: Users with WordPress accounts can create tickets.
  • Guests: Website visitors without accounts can create tickets.
  • Agents: Support agents with assigned roles can create tickets.
9. Thread Email Visibility

Control which agent roles can view the email addresses of users in the ticket threads. Customers will never see these email addresses.

10. Select Allowed Search Fields

Define the fields where keywords can be searched. You can include both default fields and custom fields, such as:

  • Threads
  • ID
  • Customer
  • Subject

Once configured, click Submit to save your changes or Reset Default to restore the original settings.

]]> Page settings https://supportcandy.net/docs/page-settings/ Tue, 21 Jun 2022 06:28:20 +0000 https://supportcandy.net/?post_type=docs&p=279731
Support Page:
The Support Page is where the [supportcandy] shortcode is used to display the support portal on the front end. Leave this blank if you do not want to show the support portal. This page can also serve as the Ticket URL for notifications and links.

Open Ticket Page:
If you do not wish to use the full SupportCandy portal but want customers to view and manage their existing tickets, create a page with the [wpsc_open_ticket] shortcode and set it here. This page can also serve as the Ticket URL.

Ticket URL Page:
This page will be used as a Ticket URL page. You can set it to either the Support Page or Open Ticket Page depending on your requirements.

New Ticket Page:
This setting determines the New Ticket Link on the front end. It does not affect the backend link.

User Login:
This setting determines how users log in to access the support portal.

Options:

  • Default: SupportCandy’s built-in login form.
  • WP Default: WordPress default login functionality.
  • Custom: Use a custom login page by entering the page URL.

User Registration:
This setting decides how users can register if they do not have an account.

Options:

  • Disable: Disables user registration from SupportCandy. WordPress registration settings still apply.
  • Default: SupportCandy’s built-in user registration form.
  • WP Default: WordPress’s default user registration form. This will not work if WordPress registration is disabled.
  • Custom: Use a custom registration page by entering the page URL.

OTP Login:
Allow guest users to authenticate via a one-time password (OTP) sent to their email. This enables guest users to manage their existing tickets without a user account.

Load Scripts:
Choose the pages where SupportCandy scripts should load. If you are using custom pages, ensure you select all pages containing SupportCandy shortcodes.

]]> File attachments https://supportcandy.net/docs/file-attachments/ Tue, 21 Jun 2022 06:29:24 +0000 https://supportcandy.net/?post_type=docs&p=279734

Support → Settings → General Settings → File Attachments

The File Attachments section allows you to manage file upload configurations for your tickets. Below are detailed explanations for each option:

  1. Attachment max file size (MB)

    Purpose: Set the maximum size (in MB) for files that users can attach to tickets.
    Example: Enter 2000 to allow files up to 2 GB.

  2. Allowed File Extensions (comma-separated)

    Purpose: Define which file types are allowed for attachment by specifying their extensions.
    Format: Enter extensions without a dot and separate them using commas.
    Example: jpg, jpeg, png, gif, pdf, doc, docx, ppt, pptx, pps, ppsx, odt, xls, xlsx, mp3, m4a, ogg, wav, mp4, m4v, mov, wmv, avi, mpg, ogv, 3gp, 3g2, zip, eml, csv, awlic

  3. MIME Exceptions (One per line)

    Purpose: WordPress restricts certain file types by default. Use this setting to allow specific file types by mapping their extensions to their MIME types.
    Format: Write each file extension and its corresponding MIME type on a new line using the format extension:MIME type
    Example:
    csv:text/csv
    awlic:text/plain

    If you need to allow file types like cam, dcm, stl, emb, pes, and jef, you can add their MIME types as follows:
    cam:application/cam
    dcm:application/dicom
    stl:application/sla
    emb:application/octet-stream
    pes:application/octet-stream
    jef:application/octet-stream

  4. Download Behaviour

    Purpose: Choose how attached files should be handled when accessed.

    • Try opening in browser: If set, the browser will attempt to open the file in a new tab. If the file type is unsupported, it will be downloaded.
    • Download: If set, the file will be downloaded directly without attempting to open it in the browser.
]]> Thank you page https://supportcandy.net/docs/thank-you-page/ Tue, 21 Jun 2022 06:30:01 +0000 https://supportcandy.net/?post_type=docs&p=279736
Support → Settings → General Settings → Thank You Page
Choose Action After Creating a Ticket

You can configure what happens after a ticket is created. Choose from the following options:

  1. Redirect to a Custom Page: Send users to a specific URL or custom page.
  2. Redirect to the Individual Ticket Page: Automatically take users to the ticket’s details page.
  3. Show a Thank You Message: Display a custom thank you message to confirm ticket creation.

You can define separate actions for agents and customers, allowing flexibility in user experience.

Thank You Text

When you select “Thank you text,” you can customize the confirmation message shown to the user after a new ticket is created.

  • Text Editor: Edit the message using the Visual or Text editor. You can include plain text, rich formatting, or custom HTML code to suit your needs.
  • Insert Macros: Use macros (like {{ticket_url}}) to dynamically include ticket information in the confirmation message. For example:
    • {{ticket_url}}: Inserts the link to the newly created ticket.
Example:

Here’s a sample thank you message:
“Thanks for reaching out, we’ve received your request!
{{ticket_url}}”

This message confirms the ticket submission and provides users with a direct link to view their ticket.

Separate Settings for Agents and Customers

You can configure Agent and Customer thank you messages separately to ensure the right communication tone and information for each role.

]]> Ticket categories https://supportcandy.net/docs/ticket-categories/ Wed, 22 Jun 2022 05:58:26 +0000 https://supportcandy.net/?post_type=docs&p=280029
 
Support → Settings → Ticket Categories

SupportCandy provides a robust ticketing system that allows users to categorize tickets for better organization and efficient handling. Ticket categories enable users and agents to classify tickets based on their nature, allowing for streamlined communication and issue resolution.

Managing Ticket Categories

Creating a New Category

Administrators have the ability to modify or remove ticket categories as needed. Follow these steps to create a new category:

  1. Navigate to Support → Settings → Ticket Categories.
  2. Click on the “Add New” button at the top.
  3. Enter an appropriate name for the category.
  4. Save the settings.

Once saved, the new category will appear in the list under the Name column.

Editing or Deleting Category

Administrators can manage existing categories as needed.

Edit a Category:

  1. Locate the category you want to update under the Name column.
  2. Click on the Edit option in the Actions column.
  3. Make the necessary changes and save the updated information.

Delete a Category:

  1. Find the category you want to remove.
  2. Click on the Delete option in the Actions column.
  3. Confirm the deletion when prompted.
  4. Select a replacement category. All tickets assigned to the deleted category will automatically be transferred to the replacement category.
 
Applying categories to ticket

To allow users and agents to select a category when submitting a ticket, follow these steps:

  1. Navigate to Support → Custom Fields → Ticket Form Fields.
  2. Click on Add New and select the Category field.
  3. Set the desired field sequence and visibility conditions.
  4. Save the settings.

The ticket creation form will now display the category selection option, enabling easier classification of tickets.

View the Category on the Individual Ticket Page

To display the ticket category on individual ticket pages, enable the relevant widget.

  1. Go to Support → Settings → Ticket Widgets.
  2. Under Ticket Status, allow the widget for the desired roles such as agents or customers.
  3. Save the changes.

The ticket category will now appear in the ticket details section on the individual ticket page and be visible to agents and users with the appropriate roles.

]]> Ticket statuses https://supportcandy.net/docs/ticket-statuses/ Wed, 22 Jun 2022 05:58:51 +0000 https://supportcandy.net/?post_type=docs&p=280031


Support → Settings → Ticket Statuses

SupportCandy’s flexible ticketing system allows you to tailor the workflow and lifecycle of your tickets by defining custom statuses. These statuses can be assigned distinct color patterns to visually represent the current state of each ticket. Here’s a guide on how to manage ticket statuses in SupportCandy:


Managing Ticket Statuses

Creating a New Status

  1. Navigate to Support → Settings → Ticket Status.
  2. Click on Add New Status.
  3. Enter a suitable name for the new status.
  4. Choose a color pattern for visual identification of the status.
  5. Save the settings.

Once you complete these steps, the new custom ticket status will be successfully created.

Editing or Deleting a Status

Administrators have the ability to modify or remove ticket statuses as needed.

  • Edit a Status:

    1. Find the status you wish to edit.
    2. Click on the Edit option.
    3. Make the necessary changes.
    4. Save the updated information.
 

  • Delete a Status:

    1. Locate the status you want to delete.
    2. Click on the Delete option.
    3. Confirm the deletion when prompted.
    4. Select a replacement status, as the deleted status will be reassigned to any tickets that were using it.
 
Applying Statuses to Tickets

Default Status

When creating a new ticket, the default status is set to “Open.” However, admins can modify the default status by navigating to Support → Custom Fields → Ticket Fields → Status → Edit. There, you can select the default field and save the settings.


Status Change on Agent or Customer Reply

You can set up automatic status changes based on replies from agents or customers. Admins can configure this at Support → Settings → General Settings → General → Status after Agent/Customer Reply.


Managing Status Visibility

Agent and User View

  • Admins and support agents can view the ticket status on the individual ticket page.
  • Customers cannot change the ticket status after it’s created, though admins can enable a widget for customers to view the status.

To enable the status widget for customers:

  1. Navigate to Support → Settings → Ticket Widgets → Ticket Status.
  2. Enable the widget and set appropriate permissions under Allow for roles.

Widget Configuration

To enable the status widget on the individual ticket page for support agents and admins:

  1. Go to Support → Settings → Ticket Widgets.
  2. Enable the Ticket Status widget.
  3. Set permissions under Allow for roles to manage who can view and interact with the widget.
]]> Ticket priorities https://supportcandy.net/docs/ticket-priorities/ Wed, 22 Jun 2022 05:59:14 +0000 https://supportcandy.net/?post_type=docs&p=280033
Support → Settings → Ticket Priorities

SupportCandy provides a versatile ticketing system that allows administrators to prioritize tickets based on urgency, ensuring effective management and resolution. This priority feature includes default priorities (High, Medium, Low) and the flexibility to create unlimited custom priorities. Admins, support agents, and users can assign priorities during ticket creation, with the default set to “Low.” Below is a comprehensive guide on managing ticket priorities within SupportCandy:

Managing Ticket Priorities

Creating a New Priority

    1. Navigate to Support → Settings → Ticket Priorities.
    2. Click on “Add New Priority.”
    3. Specify a name for the new priority.
    4. Choose a color pattern for visual identification.
    5. Save the settings.

Now, you have successfully created a new custom ticket priority.

Editing or Deleting a Priority

Administrators have the authority to modify or remove priorities as needed.

Edit Priority:

    1. Locate the priority you wish to edit.
    2. Click on the “Edit” option.
    3. Make the necessary adjustments.
    4. Save the updated information.

Delete Priority:

    1. Find the priority you want to delete.
    2. Click on the “Delete” option.
    3. Confirm the deletion when prompted.
    4. Select a replacement priority, as the deleted priority will be reassigned to tickets using it.

 

Applying Priorities to Tickets

Default Priority

When creating a ticket, the default priority is set to “Low.” However, users/admins/Support Agents can choose a different priority during ticket creation if the priority field is added to the ticket form. You can add the priority field to the ticket form from Support > Custom Fields > Ticket Form Fields > Add New > Select Priority.

However, Admins can choose a default priority from Support > Custom Fields > Ticket Fields > Priority > Edit > Select Default field > Submit.

Priority Change After Ticket Creation

Admins and support agents can change the priority of a ticket after creation to adapt to evolving circumstances.

Managing Priority Visibility

Agent and User View

    1. Admins and support agents can view the priority on the individual ticket page.
    2. Customers cannot change the priority after creating the ticket. You can enable the widget for customers from Support > Settings > Ticket Widgets > Ticket Status > Show Priority to customer > Enable.

  •  

Widget Configuration

To enable the priority widget on the individual ticket page:

    1. Navigate to Support → Settings → Ticket Widgets.
    2. Enable the “Ticket Priority” widget.
    3. Set permissions under “Allow for roles.”

Now, users, agents, and admins can easily track and manage ticket priorities through the intuitive SupportCandy interface. This customization ensures a seamless and efficient ticketing experience tailored to your requirements.

]]> Ticket widget settings https://supportcandy.net/docs/ticket-widget-settings/ Wed, 22 Jun 2022 06:10:42 +0000 https://supportcandy.net/?post_type=docs&p=280049

Support → Settings → Ticket Widgets

Widgets are groups of information displayed within an individual ticket. The Ticket Widgets section allows you to manage and organize these widgets. Below are key features of this setting:

  1. Enable/Disable Widgets – Control whether a widget is active and displayed.
  2. Rename Widgets – You can rename widgets to suit your workflow.
  3. Reorder Widgets – Drag and drop widgets to change their display order.
  4. Permissions – Assign roles that can view or modify specific widgets.

Below is a detailed explanation of each widget available in the core product. 

Ticket Widgets

  1. Ticket Status
    View/modify the Status, Category, and Priority of the ticket. This widget allows agents to update the ticket’s current workflow status.

  2. Customer

    • View/modify the ticket creator (raised by).
    • Access customer details such as name, email address, and any linked custom fields.
    • Agents can view other tickets raised by the same customer.

    Permissions: Non-agent users cannot modify this widget. Agents need the role permission “Edit customer info” to make changes.

  3. Ticket Info
    Display additional technical information about the ticket, including:

    • IP Address
    • Source
    • Browser
    • Operating System

  4. Assignee
    View/modify the agent(s) assigned to handle the ticket.

  5. Ticket Fields
    View/modify any custom fields (excluding default fields) of the type Ticket Fields.

  6. Agent Only Fields
    View/modify custom fields visible exclusively to agents (Agent Only Fields).

  7. Additional Recipients
    Agents and customers can add additional recipients to the ticket. These recipients will receive all ticket notifications sent to the primary customer but they can’t view ticket through browser or any other medium.

  8. Biographical Info
    View the biographical information of the ticket creator as stored in their WordPress user profile.

  9. Tags
    View/modify tags associated with the ticket to organize and categorize tickets effectively.

  10. Workflows
    Display and manage workflows for the ticket lifecycle. (Workflow management may require specific add-ons.)

  11. Easy Digital Downloads
    Widget to show purchase or subscription of EDD.

  12. WooCommerce
    Widget to show purchases or order history of the user in WooCommerce.

  13. WooCommerce Subscription
    Widget to show subscription of the user in WooCommerce.

  14. Courses Details
    View details for online courses purchased through LMS (requires LMS integration).

  15. Private Credentials
    Agents can securely store and manage private credentials provided by the customer within this widget.

  16. Rating
    Display or collect customer ratings for the support experience or ticket resolution.

  17. SLA (Service Level Agreement)
    Display SLA information, including response times, resolution goals, and SLA breaches.

  18. Timer
    Track time spent on the ticket. Useful for billing purposes or monitoring agent productivity.

  19. Usergroups
    View user groups linked to the ticket or customer, allowing better role-based management.

Managing Widgets

  1. Enable/Disable Widgets:

    • Go to Support → Settings → Ticket Widgets.
    • Toggle the widgets you want to enable or disable. Disabled widgets will not appear on the ticket page.

  2. Reorder Widgets:

    • Drag and drop the widgets in the desired order.
    • Click Save Order to apply the changes.

  3. Rename Widgets:

    • Use the edit icon (pencil) next to the widget name to rename it.

  4. Permissions:
    Widgets can have role-based access for agents, admins, and customers. Modify role permissions under Support → Settings → Roles.


]]> Rich text editor https://supportcandy.net/docs/rich-text-editor/ Wed, 22 Jun 2022 06:18:03 +0000 https://supportcandy.net/?post_type=docs&p=280056
Support → Settings → Rich Text Editor

The Rich Text Editor settings allow you to configure the text editor for different user types: Agent, Registered User, and Guest User. You can manage editor functionality, attachments, and other options for each user type. These settings help customize the text editor for a better user experience while maintaining control over its features.

Key Options in Rich Text Editor Settings

  1. Enable

    • Options: Yes | No
    • This option allows you to enable or disable the rich text editor for the selected user type (Agent, Registered User, or Guest User).

  2. Allow Attachments

    • Options: Yes | No
    • Controls whether attachments are allowed in fields such as ticket descriptions, replies, and notes.

  3. Toolbar Actions
    Select which actions are available in the rich text editor toolbar. Available options include:

    • Bold
    • Italic
    • Underline
    • Blockquote
    • Align
    • Bulleted List
    • Numbered List
    • Strikethrough
    • Right to Left (Text direction)
    • Link
    • Image
    • Text Color (Optional)
    • Text Background Color (Optional)

    Note: Checkboxes next to each action let you enable or disable it. Optional actions like Text Color and Text Background Color may be unchecked by default.

  4. Show File Attachment Notice

    • Options: Yes | No
    • If enabled, this setting displays file attachment guidelines to users, such as:
      • Allowed file types
      • Maximum file size

  5. HTML Pasting

    • When enabled, text copied with HTML formatting (e.g., bold, underline, lists) will retain its formatting when pasted into the editor.
How to Use
  1. Go to Support → Settings → Rich Text Editor.
  2. Select the user type tab (Agent, Registered User, or Guest User) at the top.
  3. Configure the settings as needed:
    • Enable/disable the editor.
    • Allow or block attachments.
    • Customize the toolbar actions using checkboxes.
    • Choose whether to display file attachment notices.
  4. Click Submit to save changes. Use Reset Default to restore default settings.
User-Specific Settings

You can configure settings independently for the following user types:

  • Agent: Internal users managing tickets.
  • Registered User: Customers or users with accounts.
  • Guest User: Users without accounts accessing the support system.

By using these settings, you can customize the rich text editor for specific user roles, control allowed actions, and manage file attachments effectively.

]]> Working hours https://supportcandy.net/docs/working-hours/ Wed, 22 Jun 2022 06:20:15 +0000 https://supportcandy.net/?post_type=docs&p=280058
Support → Settings → Working Hours

The Working Hours, Holidays, and Exceptions settings allow you to define the availability of your company or organization for support operations. These settings help determine SLA deadlines for tickets and can also be used for any additional features requiring company or agent availability.

You can further manage individual agent working hours and log their leaves through the Support Agents settings. These details affect features like Assign Agent Rules or other future requirements.

Working Hours

The Working Hours tab lets you configure the daily schedule for your company or organization. This schedule acts as a template for agents’ working hours when new agents are added.

Steps to Configure Working Hours:

  1. Go to Support → Settings → Working Hours.
  2. Select the time range for each day of the week (Monday–Sunday) using the dropdowns.
  3. Click Submit to save the changes.
  • By default, all days are set to 00:00 to 23:59 (24 hours).
  • Working hours can be adjusted individually for agents in the Support Agents section.
  • Important: Modifications to the company-level working hours will not affect the working hours of existing agents.
Exceptions

Use the Exceptions tab to adjust working hours for specific dates. Exceptions are useful when you need to deviate from the regular schedule temporarily.

Example Scenario:
Your standard working hours on Monday are 9:00 AM to 6:00 PM, but for an upcoming Monday, you plan to work 9:00 AM to 2:00 PM.

Steps to Set Exceptions:

  1. Go to the Exceptions tab.
  2. Select the date for which you want to adjust working hours.
  3. Enter the desired start and end time.
  4. Submit the changes.
  • Exceptions can also be configured separately for individual agents in the Support Agents settings.
  • Company-level exceptions will take precedence over standard working hours for the specified dates.
Holidays

The Holidays tab allows you to mark specific dates or date ranges as holidays for your organization. Holidays automatically adjust your availability and SLA calculations.

Steps to Set Holidays:

  1. Go to the Holidays tab.
  2. Select the date or date range (click and drag to select multiple days).
  3. Choose the action Add new holidays.
  4. Check the option to Repeat every year if needed.
  5. Click Submit to save the changes.

To Delete Holidays:
Follow the same steps, but choose the action Delete existing holidays instead.

Leaves

The Leaves section allows you to configure day-offs or planned absences for individual agents. This feature is available within the Support Agents settings.

Steps to Configure Agent Leaves:

  1. Go to Support → Support Agents.
  2. Select the agent whose leave you want to set.
  3. Add the date(s) for their leaves or day-offs.

Agent-specific leaves ensure accurate availability calculations for assigning tickets and SLA monitoring.

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