Woocommerce Integration – SupportCandy

General settings

Pradeep Makone — Fri, 29 Jul 2022 10:25:06 +0000

Overview

The WooCommerce add-on allows customers to create and check Tickets from their WooCommerce dashboard. It also allows Agents to view customer orders directly within a Ticket.

Where to Find

Go to Support → Settings → WooCommerce.

How It Works

You can control how SupportCandy is integrated with the WooCommerce frontend, including support access from the customer dashboard and help options for orders and products.

Step-by-Step Guide

Go to Support → Settings → WooCommerce.
Configure the Dashboard support tab and its label.
Configure the Order help button and its label.
Configure the Product help button and its label.
Configure the Product help tab and its label.
Enable or disable Use Woo Dashboard as a ticket URL.
Save the settings.

Options / Settings

Dashboard support tab
Controls whether a Support tab is displayed on the WooCommerce My Account page.

Enabled – Customers can access their Tickets and create new Tickets from the Support tab.
Disabled – The Support tab is not displayed on the WooCommerce My Account page.

Dashboard support tab label
Defines the label displayed for the Support tab on the WooCommerce My Account page.

Order help button
Controls whether a Help button is displayed for each WooCommerce order.

Enabled – Customers can use the Help button to access the Create New Ticket page.
Disabled – The Help button is not displayed for WooCommerce orders.

Order help button label
Defines the label displayed for the Help button associated with WooCommerce orders.

Product help button
Controls whether a Help button is displayed for each WooCommerce product.

Enabled – Customers can use the Help button to access the Create New Ticket page.
Disabled – The Help button is not displayed for WooCommerce products.

Product help button label
Defines the label displayed for the Help button associated with WooCommerce products.

Product help tab
Controls whether a Help tab is displayed in the product information section for WooCommerce products.

Enabled – Customers can use the Help tab to access the Create New Ticket page.
Disabled – The Help tab is not displayed.

Product help tab label
Defines the label displayed for the Help tab in the WooCommerce product information section.

Use Woo Dashboard as a ticket URL
Controls where customers are redirected when accessing a Ticket.

Enabled – The Ticket URL redirects customers to the WooCommerce dashboard, where they can view the Ticket.
Disabled – The Ticket is displayed on the default Support page.

Example

If you enable Dashboard support tab, customers will see the Support tab on their WooCommerce My Account page and can access their existing Tickets or create new Tickets from there.

Notes / Tips

Use the label settings to customize how SupportCandy options appear within the WooCommerce interface.
Enable the order and product help options when customers need an easy way to create Tickets related to their purchases.
Enable Use Woo Dashboard as a ticket URL when you want customers to manage Tickets directly from the WooCommerce dashboard.

WooCommerce Custom Fields

Milind Ighe — Tue, 14 Mar 2023 11:55:10 +0000

Overview

WooCommerce Custom Fields allow you to create Ticket Fields that let customers select a WooCommerce order, subscription, or product when submitting a Ticket.

Where to Find

To create a WooCommerce custom field, go to:
Support → Custom Fields → Ticket Fields → Add New → Field Type
Select one of the following field types:

Woo Order
Woo Subscription
Woo Product

After creating the field, add it to the Ticket Form from:
Support → Custom Fields → Ticket Form Fields → Add New
Select the newly created field to make it available on the Ticket form.

How It Works

WooCommerce custom fields connect Tickets with relevant WooCommerce orders, subscriptions, or products. Customers can select the item they need help with while creating a Ticket.

Step-by-Step Guide

Go to Support → Custom Fields → Ticket Fields.
Click Add New.
Select Woo Order, Woo Subscription, or Woo Product as the Field Type.
Configure and save the custom field.
Go to Support → Custom Fields → Ticket Form Fields.
Click Add New.
Select the newly created WooCommerce custom field.
Save the Ticket Form Field settings.

Options / Settings

Woo Order Field Type
Allows customers to select a WooCommerce order in the Ticket form.

The field displays the orders associated with the current user.
Customers can select the relevant order when submitting a Ticket.

Woo Product Field Type
Allows customers to select a WooCommerce product in the Ticket form.

The field displays the products available in the WooCommerce store.
Customers can select the relevant product when submitting a Ticket.

Woo Subscription Field Type
Allows customers to select a WooCommerce subscription in the Ticket form.

The field displays the subscriptions associated with the current user.
Customers can select the relevant subscription when submitting a Ticket.

Example

If customers frequently need support for specific orders, create a Woo Order Field Type custom field and add it to the Ticket form. Customers can then select the relevant order when submitting their Ticket.

Order Ticket

Nikhil Gawali — Fri, 21 Aug 2026 09:30:44 +0000

Overview

The Order Ticket setting automatically creates a Ticket when a new order is placed in WooCommerce.

You can customize the Ticket subject and body using order details such as the customer name, products, order status, and order ID.

Where to Find

Go to SupportCandy → WooCommerce → Order Ticket.

How It Works

When Order Ticket is enabled, SupportCandy automatically creates a Ticket whenever a new WooCommerce order is placed. The Ticket includes the customer and order details based on the configured Subject and Body templates.

Step-by-Step Guide

Go to Support → Settings → WooCommerce → Order Ticket.
Enable the setting
Add a ticket subject
Add a ticket description text
Save the settings.

Options / Settings

Enable

Enable this option to automatically create a Ticket when a new WooCommerce order is placed.

Subject

Enter the subject for the Ticket created from a WooCommerce order.

You can use the available macros to include order or customer information in the subject.

Body

Enter the content for the Ticket description.

You can use the available macros to automatically add information from the WooCommerce order.

Available Macros

Use the following macros in the Subject and Body fields:

{{order_id}} — Order ID
{{firstname}} — Customer first name
{{lastname}} — Customer last name
{{fullname}} — Customer full name
{{email}} — Customer email address
{{products}} — Products included in the order
{{order_status}} — Order status

For example, you can use {{order_id}} in the Subject field to include the WooCommerce order ID in the Ticket subject.

Example

Subject:
New Order #{{order_id}} from {{fullname}}

Body:
A new order has been placed by {{fullname}} ({{email}}).

Order ID: {{order_id}}
Products: {{products}}
Order Status: {{order_status}}

Notes / Tips

Use macros to automatically add customer and order details to the Ticket.
You can use the same macros in both the Subject and Body fields.
Make sure each macro is entered exactly as shown, including the {{ }} characters.
Keep the Ticket template clear so Agents can quickly understand the order details.

WooCommerce Widget

Milind Ighe — Tue, 07 Mar 2023 12:24:57 +0000

Overview

The WooCommerce widget allows Support Agents to view the Ticket creator’s WooCommerce order information directly from the individual Ticket page.

Where to Find

The widget is available on the Individual Ticket Page at:
Support → Tickets → Individual Ticket Page → WooCommerce.

How It Works

The WooCommerce widget displays information about the Ticket creator’s WooCommerce orders, including the total amount spent by the Customer.

Options / Settings

Allowed Agent Role
Controls which Support Agent roles can view the WooCommerce widget on the individual Ticket page.

Example

If the WooCommerce widget is enabled for an Agent role, Agents with that role can view the Ticket creator’s WooCommerce orders and total amount spent directly within the Ticket.

Notes / Tips

Configure Allowed Agent Role to control which Support Agent roles can access the widget.
The widget helps Agents review the Customer’s WooCommerce order information while handling a Ticket.