Docs – SupportCandy https://supportcandy.net The most reliable customer support plugin and ticket system for WordPress Tue, 01 Sep 2026 07:11:13 +0000 en-US hourly 1 https://wordpress.org/?v=7.1 https://supportcandy.net/wp-content/uploads/2022/07/cropped-logo-32x32.png Docs – SupportCandy https://supportcandy.net 32 32 Order Ticket https://supportcandy.net/docs/woo-order-ticket/ Fri, 21 Aug 2026 09:30:44 +0000 https://supportcandy.net/?post_type=docs&p=350106
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.

Woo 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.
]]> Ticket Escalation Rate https://supportcandy.net/docs/ticket-escalation-rate/ Wed, 19 Aug 2026 09:40:57 +0000 https://supportcandy.net/?post_type=docs&p=349925
Overview

The Ticket Escalation Rate (AI Resolution Trends) report tracks how often chatbot sessions needed to be escalated to a human agent versus handled without one. It plots the escalation rate and handoff volume over your selected date range, giving you a high-level read on how much load the bot is deflecting from your agents versus passing along.

Where to Find

Go to Support → Reports → AI Resolution Trends

Ticket Escalation Rate
How It Works

The report displays a graph with the following types of data:

  • AI Resolution Rate – Percentage of chatbot sessions resolved by the bot without handoff.
  • Escalation Rate % – the percentage of sessions in each time bucket that were handed off to a human agent
  • Handoff Sessions – the raw count of sessions handed off in each time bucket
  • Total Sessions – Total chat sessions in the selected time period

Both are plotted as a line chart with two Y-axes (percentage on one side, session count on the other) over the selected period, bucketed by day/week/month/year depending on the duration you choose.

You can select a predefined duration or choose a custom date range. You can also apply custom filters to generate more specific results.

Filtering the Report
You can generate the report for different time periods, such as:

  • Last 30 days
  • This week
  • Last quarter
Notes / Tips
  • “AI Resolution Rate” is just the inverse of Escalation Rate (100% − Escalation Rate%), not an independent measure of successful resolution. It doesn’t check whether a session was actually marked “Resolved” — it only checks whether it wasn’t handed off.
  • Abandoned sessions are counted as “resolved” here. Since only Handoff status is excluded, a session where the visitor left without getting an answer still counts toward AI Resolution Rate the same as a genuinely bot-resolved one — cross-check against the Session Outcome Funnel report if you need the true Resolved-vs-Abandoned split.
  • Escalation Rate and AI Resolution Rate will always sum to exactly 100% by construction — they aren’t two separately measured outcomes, so don’t read them as independent confirmation of each other.
  • A rising Handoff Sessions count with a flat Escalation Rate% just means overall chat volume grew, not that the bot got worse — check this report alongside Chat Sessions Trend to tell volume growth apart from an actual drop in bot effectiveness.
]]> Session Outcome Funnel https://supportcandy.net/docs/session-outcome-funnel/ Wed, 19 Aug 2026 09:35:05 +0000 https://supportcandy.net/?post_type=docs&p=349916
Overview

The Session Outcome Funnel report breaks down how chatbot sessions ultimately ended over your selected date range. Rather than a strict step-by-step funnel, it shows a stacked view of final outcomes — resolved by the bot, handed off to an agent, abandoned, closed, or left inactive — so you can see the overall mix of how conversations wrap up and spot shifts in that mix over time.

Where to Find

Go to Support → Reports → Session Outcome Funnel

Session Outcome Funnel
How It Works

The report displays a graph with the following types of data:

  • Resolved — sessions the bot successfully closed out on its own
  • Handoff — sessions escalated to a human agent
  • Abandoned — sessions the visitor left without reaching a resolution
  • Closed — sessions ended in a closed state
  • Inactive — sessions that went idle/timed out

These five outcomes are plotted as a stacked bar chart over the selected period, bucketed by day/week/month/year depending on the duration you choose, with each bar’s segments showing the outcome mix for that time slice.

You can select a predefined duration or choose a custom date range. You can also apply custom filters to generate more specific results.

Filtering the Report
You can generate the report for different time periods, such as:

  • Last 30 days
  • This week
  • Last quarter
Notes / Tips
  • Despite the name, this isn’t a sequential drop-off funnel. Each outcome is an independent, mutually exclusive count by final status — “Resolved” sessions aren’t a subset of “Handoff” or vice versa. Read it as an outcome breakdown, not a stage-by-stage conversion funnel.
  • Sessions still in progress (Active) are excluded entirely. Only sessions that reached a terminal state within the selected period are counted — an ongoing conversation won’t appear in any bucket until it resolves, hands off, or times out.
  • A rising “Abandoned” or “Inactive” share is a bot-effectiveness signal. If these segments grow relative to “Resolved,” it may indicate the bot is failing to engage or answer effectively — cross-check with Chat Reaction Summary for the same period to see if satisfaction is also dropping.
  • “Handoff” here doesn’t confirm a ticket was created. Escalation and ticket-creation correlation are tracked separately in the AI Resolution Trends / Escalation Rate report — use that if you need the handoff-to-ticket conversion specifically.
 
]]> Chat Reaction Summary https://supportcandy.net/docs/chat-reaction-summary/ Wed, 19 Aug 2026 09:28:15 +0000 https://supportcandy.net/?post_type=docs&p=349907
Overview

The Chat Reaction Summary report shows how visitors rated their chatbot conversations. At the end of each chat session, visitors can mark it as helpful (👍) or not helpful (👎); this report aggregates those reactions over your selected date range, letting you track satisfaction trends and spot periods where the bot’s performance may have dipped.

Where to Find

Go to Support → Reports → Chat Reaction Summary

Chat Reaction Summary
How It Works

The report displays a graph with the following types of data:

  • Happy — count of sessions marked “Helpful” in each time bucket
  • Unhappy — count of sessions marked “Not Helpful” in each time bucket

Both are plotted as a stacked bar chart over the selected period, bucketed by day/week/month/year depending on the duration you choose, so you can see reaction volume and the happy-vs-unhappy split at a glance.

Filtering the Report
You can generate the report for different time periods, such as:

  • Last 30 days
  • This week
  • Last quarter
Notes / Tips
  • This is a per-session rating, not per-message. Visitors rate the overall conversation once at the end, not each individual bot reply — so this report reflects overall session satisfaction, not which specific response caused a good or bad reaction.
  • Sessions with no reaction aren’t counted at all. If a visitor closes the chat without rating it, that session doesn’t appear in either the Happy or Unhappy count — the totals only reflect sessions where a rating was actually given, so a low bar count can just mean low rating engagement, not low chat volume.
  • A “Not Helpful” reaction can trigger ticket escalation, so a rise in Unhappy sessions may also show up as increased ticket creation from chat — worth cross-checking against ticket volume if you see a spike here.
  • Only the latest reaction is stored per session — there’s no history of a rating being changed, and no neutral/partial rating option exists between Happy and Unhappy.
 
]]> Chat Sessions Trend https://supportcandy.net/docs/chat-sessions-trend/ Wed, 19 Aug 2026 09:21:35 +0000 https://supportcandy.net/?post_type=docs&p=349897
Overview

The Chat Sessions Trend report tracks how many chatbot sessions are being started over time. It plots session volume across your selected date range, giving you a simple view of chatbot engagement trends — whether usage is growing, holding steady, or spiking — without breaking sessions down by outcome (resolved, escalated, or abandoned).

Where to Find

Go to Support → Reports → Chat Sessions Trend

How It Works

The report displays a graph with the following types of data:

Sessions — the count of chatbot sessions started in each time bucket, regardless of their final status (active, resolved, handed off, or abandoned)

This is plotted as a single-line chart over the selected period, bucketed by day/week/month/year depending on the duration you choose.

Filtering the Report
You can generate the report for different time periods, such as:

  • Last 30 days
  • This week
  • Last quarter
Notes / Tips
  • This counts sessions started, not sessions completed or resolved. A session in any state — ongoing, abandoned, resolved by the bot, or escalated to an agent — is counted the same way here. For a resolved-vs-escalated breakdown, use the AI Resolution Trends / Escalation Rate report instead.
  • A spike in sessions doesn’t tell you if the bot handled them well. Pair this trend with the Escalation Rate report for the same period to see whether rising volume is also driving more human handoffs.
  • Sessions with no messages are still counted. A session record is created as soon as a chat starts, so an abandoned session where the visitor never sent a message still shows up in this count.
  • Granularity affects what you can spot. A weekly or monthly view smooths out short spikes (e.g., a burst of sessions during a product outage) — switch to a daily or hourly duration if you’re investigating a specific event.
]]> AI Usage Trend https://supportcandy.net/docs/ai-usage-trend/ Wed, 19 Aug 2026 09:11:35 +0000 https://supportcandy.net/?post_type=docs&p=349887
Overview

The AI Usage Trend report shows how AI feature usage changes over time. Instead of a snapshot broken down by agent or feature, it plots request volume and token consumption across your selected date range, so you can see whether AI usage is growing, shrinking, or spiking at particular points in time.

Where to Find

Go to Support → Reports → AI Usage Trend

AI Usage Trend
How It Works

The report displays a graph with the following types of data:

  • Requests — the count of AI feature calls (Reply Polish, Ticket Summary) made in each time bucket
  • Tokens — the total tokens consumed across all AI calls in each time bucket

You can select a predefined duration or choose a custom date range. You can also apply custom filters to generate more specific results.

Filtering the Report
You can generate the report for different time periods, such as:

  • Last 30 days
  • This week
  • Last quarter
Notes / Tips
  • Requests and Tokens can move independently. A spike in requests with only a modest rise in tokens suggests many short/simple AI calls; a rise in tokens without more requests suggests fewer but heavier (longer) calls — read the two lines together, not in isolation.
  • This is a volume trend, not a per-agent or per-feature breakdown. To see who or what is driving a spike you notice here, cross-check against the AI Usage by Agent & Feature report for the same period.
  • Granularity affects what patterns you can see. A daily view will smooth out hour-of-day spikes (e.g., AI usage clustering around peak support hours) — switch to a shorter duration if you’re trying to spot intraday patterns.
  • No cost data is shown. Like the Agent & Feature report, this only tracks tokens and requests — apply your provider’s token pricing separately if you need to estimate AI spend over time.
]]> AI Usage by Agent & Feature https://supportcandy.net/docs/ai-usage-by-agent-feature/ Wed, 19 Aug 2026 07:01:56 +0000 https://supportcandy.net/?post_type=docs&p=349863
Overview

The AI Usage by Agent & Feature report gives you visibility into how your team is using built-in AI capabilities (Reply Polish and Ticket Summary). It breaks down usage two ways — by agent, to see who’s relying on AI most, and by feature, to see which AI capabilities are used most — along with the token volume each generates, so you can track adoption and gauge relative usage without needing cost data.

Where to Find

Go to Support → Reports → AI Usage

AI Usage by Agent & Feature
How It Works

The report displays a graph with the following types of data:

  • Usage by Agent 

    This section lists AI usage broken down by each agent. For every agent, it shows how many AI requests they made in the selected period, the total number of tokens consumed across those requests, and the average tokens per request (total tokens divided by request count, rounded up). This tells you which agents are relying on AI features most, and how “heavy” their typical AI usage is.

  • Usage by Feature

    This section shows the same usage data, but grouped by AI feature instead of by agent — currently either Reply Polish or Ticket Summary. For each feature, it shows how many times it was used in the selected period, the total tokens consumed by that feature, and the average tokens per use. This tells you which AI capabilities are being used most, and how much each one typically costs in tokens.

Together, Usage by Agent answers “who is using AI,” while Usage by Feature answers “what AI capabilities are being used.”

You can select a predefined duration or choose a custom date range. You can also apply custom filters to generate more specific results.

Filtering the Report
You can generate the report for different time periods, such as:

  • Last 30 days
  • This week
  • Last quarter
Notes / Tips
  • Only two features are currently tracked: Reply Polish and Ticket Summary. Any AI action outside these isn’t broken out separately yet — it’s bucketed under “Ticket Summary.”
  • This report measures tokens, not cost. There’s no dollar/currency figure — to estimate spend, apply your AI provider’s per-token pricing to the token totals yourself.
  • A rising average tokens per request is worth investigating, not necessarily alarming. It can mean longer tickets or prompts are being summarized or polished — check a few underlying logs before assuming inefficiency.
  • Usage by Agent reflects who triggered the AI action, not who owns the ticket. An agent who leans on AI to draft replies will show high usage here even if a different agent ultimately handles and closes the ticket.
]]> reCaptcha Setting https://supportcandy.net/docs/recaptcha-setting/ Fri, 14 Aug 2026 05:55:07 +0000 https://supportcandy.net/?post_type=docs&p=349344
Overview

SupportCandy provides CAPTCHA protection to help prevent spam and automated submissions on your support forms.

You can choose between two CAPTCHA services:

  • Google reCAPTCHA
  • Cloudflare Turnstile

Select the service that best fits your website and configure it using the corresponding documentation:

Where to Find

Go to Support → Settings → Miscellaneous → reCaptcha.

How It Works

SupportCandy uses the selected CAPTCHA service to help protect forms from spam and automated submissions.

Choose one of the following integrations:

  • Google reCAPTCHA – Use Google’s reCAPTCHA service to verify that form submissions are made by legitimate users.
  • Cloudflare Turnstile – Use Cloudflare’s CAPTCHA alternative to verify visitors with minimal interaction.

Each service requires its own configuration, including the required keys provided by Google or Cloudflare.

Configure reCaptcha
  1. Go to Support → Settings → Miscellaneous → reCaptcha.
  2. Select the Google CAPTCHA provider.
  3. Choose the version.
  4. Enter the generated Site Key.
  5. Enter the generated Secret Key.
  6. Click on Submit to save the settings.
Options / Settings
Select the captcha provider you want to add.
Site key is the kay provided by the captcha provider.
key is the kay provided by the captcha provider.
Example

For a website such as example.com:

  1. Open the Google reCaptcha Console.
  2. Enter example.com under Domains.
  3. Select Score-based (v3) or Challenge (v2).
  4. Click Submit.
  5. Copy the generated Site Key and Secret Key.
  6. Go to Support → Settings → Miscellaneous → reCaptcha.
  7. Enter both keys.
  8. Save the settings.
Notes / Tips
  • A Site Key and Secret Key are required to configure Google reCaptcha.
  • Enter the domain without https:// or /.
  • Use the website URL as the Label to identify the reCaptcha configuration easily.
  • Google Cloud Project selection is optional according to the provided setup instructions.
  • Keep the Secret Key secure and do not expose it publicly.
  • The provided setup instructions support Score-based (v3) and Challenge (v2) reCaptcha versions.
]]> Cloudflare Turnstile https://supportcandy.net/docs/cloudflare-turnstile/ Fri, 14 Aug 2026 05:43:14 +0000 https://supportcandy.net/?post_type=docs&p=349333
Overview

The reCaptcha setting adds Cloudflare Turnstile protection to SupportCandy forms and screens.
It can be used on the:

  • Ticket form
  • Login screen
  • Registration screen
  • Profile screen

To configure reCaptcha, you need a Site Key and Secret Key for your domain.

Where to Find

Go to Support → Settings → Miscellaneous → reCaptcha.

How It Works

Cloudflare Turnstile verifies users before allowing access to protected SupportCandy forms or screens.
First, create a reCaptcha site in Cloudflare Turnstile. Then copy the generated Site Key and Secret Key into SupportCandy.

Step-by-Step Guide
Create Cloudflare Trunsstile Keys
  1. Visit the Cloudflare Turnstile website.
  2. Log in to the Cloudflare Dashboard.
  3. Go to the Turnstile tab on the left menu.
  4. Click Add Widget.
  5. Type a descriptive Widget Name (e.g., “Contact Form”).
  6. Input your website’s Hostname (e.g., example.com).
  7. Pick a widget mode: Managed (recommended), Non-interactive, or Invisible.
  8. Click Create and copy your unique Site Key and Secret Key.
SupportCandy settings miscellaneous cloudflare setup
SupportCandy settings miscellaneous cloudflare setup copy keys
Configure reCaptcha in SupportCandy
  1. Go to Support → Settings → Miscellaneous → reCaptcha.
  2. Select your Cloudflare Turnstile provider.
  3. Enter the generated Site Key.
  4. Enter the generated Secret Key.
  5. Click on Submit to save the settings.
SupportCandy settings miscellaneous cloudflare
Options / Settings
Select the captcha provider you want to add.
Site key is the kay provided by the captcha provider.
key is the kay provided by the captcha provider.
Notes / Tips
  • A Site Key and Secret Key are required to configure reCaptcha.
  • Enter the domain without https:// or /.
  • Use the website URL as the Label to easily identify the reCaptcha configuration.
  • Keep the Secret Key secure and do not expose it publicly.
]]> WP-Cron Not Running Properly https://supportcandy.net/docs/wp-cron-not-running-properly/ Tue, 07 Jul 2026 12:04:40 +0000 https://supportcandy.net/?post_type=docs&p=348504

If WP-Cron cannot be triggered, scheduled tasks will not run. This is typically identified when cron events are delayed beyond their expected execution time.

Quick Checks

  • Retry request
    Reload to confirm if the issue is temporary. Persisting errors require further investigation.
  • Capture error details
    Note the exact error message returned during the cron spawn attempt.
  • Plugin conflict test
    Disable plugins (including MU and network-active) one by one to identify conflicts.
  • Hosting environment
    Managed hosting users should escalate with error logs. For self-managed setups, review server configuration and logs.
  • Further debugging
    Search the error message or consult WordPress support forums if unresolved.

Common Error References

  • cURL 6 (DNS resolution failed)
    Domain or DNS configuration issue.
  • cURL 7 (Connection refused)
    Network/firewall/HTTPS misconfiguration.
  • cURL 28 (Timeout)
    Loopback request blocked or timing out.
  • cURL 35 (SSL failure)
    Invalid SSL/HTTPS setup.
  • HTTP 401 / 403
    Access restrictions (firewall, auth, security rules, .htaccess).
  • HTTP 404
    Missing wp-cron.php file.
  • HTTP ≥500
    Server-side error; check error logs.

Note

WP-Cron failures are usually environment-related (server, DNS, firewall, or SSL) rather than plugin-specific.

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