Docs – SupportCandy https://supportcandy.net The most reliable customer support plugin and ticket system for WordPress Mon, 23 Mar 2026 07:14:43 +0000 en-US hourly 1 https://wordpress.org/?v=6.9.4 https://supportcandy.net/wp-content/uploads/2022/07/cropped-logo-32x32.png Docs – SupportCandy https://supportcandy.net 32 32 Polish Reply https://supportcandy.net/docs/polish-reply/ Wed, 18 Mar 2026 11:10:19 +0000 https://supportcandy.net/?post_type=docs&p=347843
Overview

The Polish Reply (AI) feature helps agents improve and refine their response before sending it to the customer.

It uses AI to enhance the message by making it:

  • More professional

  • Clear and well-structured

  • Grammatically correct

This helps agents send high-quality replies with minimal effort.

 
Where to Find

Dashboard → Support → Ticket List → Open any Ticket → Reply Editor → Polish (AI)

How It Works

Agents can write a reply as usual in the ticket editor and then use the Polish (AI) option.

The AI will:

  • Analyze the written message

  • Improve tone and clarity

  • Fix grammar and formatting

The improved version is shown in a popup, where agents can choose how to use it.

Note: Only agents who have permission to reply to tickets can use this feature.

Step-by-Step Guide
  1. Go to Dashboard → Support → Ticket List
  2. Open any ticket
  3. Write your reply in the editor
  4. Click on Polish (AI)
  5. Review the improved response in the pop-up
  6. Choose one of the following:
    Append → Add the improved text to your existing reply
    Replace → Replace your current reply with the improved version
 
Feature Interface
Options Available

Append

Adds the AI-generated improved text below your existing message.

Use this when:

  • You want to compare both versions

  • You want to keep original content and add improvements

Replace

Replaces your current message with the AI-polished version.

Use this when:

  • You are satisfied with the improved response

  • You want a clean and professional final reply

 
Notes / Tips

  • Always review the AI response before sending

  • Use Replace for quick improvements

  • Use Append if you want to compare versions

  • Works best when your initial message has basic context

  • Make sure AI settings (API key, provider) are properly configured

]]> Ticket Summary https://supportcandy.net/docs/ticket-summary/ Wed, 18 Mar 2026 11:09:36 +0000 https://supportcandy.net/?post_type=docs&p=347841
Overview

The Ticket Summary feature uses AI to automatically generate a quick summary of the conversation within a ticket.

It helps agents quickly understand the issue, previous responses, and overall context without reading the entire thread.

 
Where to Find

Dashboard → Support → Ticket List → Open any Ticket

How It Works

The AI Assistant analyzes the full ticket conversation, including customer messages and agent replies.

It then generates:

  • Key discussion points

  • Important updates or responses

  • Overall customer sentiment

This summary is displayed inside the ticket for quick reference.

Note: Only agents who have permission to read tickets can use this feature.

 
Step-by-Step Guide
  1. Go to Dashboard → Support → Ticket List
  2. Open any ticket
  3. Scroll down to the reply section
  4. Go to the AI Overview section
  5. Click Generate button to create a ticket summary
 
What Information is Included

The AI-generated summary may include:

  • Main customer query or issue

  • Important agent responses

  • Key actions or clarifications

  • Overall customer sentiment (e.g., Unhappy, Neutral, Happy)

 
Notes / Tips

  • This feature saves time by avoiding manual reading of long conversations

  • The summary is automatically generated based on ticket content

  • If the ticket is updated, the summary may also change

  • Ensure AI settings (API key, provider) are properly configured for this feature to work

]]> General https://supportcandy.net/docs/general-4/ Wed, 18 Mar 2026 11:07:44 +0000 https://supportcandy.net/?post_type=docs&p=347837
Overview
The General settings allow you to configure how the AI Assistant connects to external AI services and controls how responses are generated.
These settings are required to enable AI features such as ticket summaries, polish replies, and more.
 
Where to Find
Support → Settings → AI Assistant → General
How It Works
The AI Assistant connects to an external AI provider (such as OpenAI or Google Gemini) using an API key.
Once configured:
  • The selected provider handles AI requests
  • The system controls response length using Max Tokens
  • Logs are stored and automatically deleted based on your settings
 
Step-by-Step Guide
  1. Go to Dashboard → Support → Settings → AI Assistant
  2. Open the General tab
  3. Select your preferred AI Service Provider
  4. Enter the API Key
  5. Set the Max Tokens
  6. Configure Auto Delete AI Logs
  7. Click on Save Changes
 
Options / Settings

AI Service Provider

Choose which AI service will be used to generate responses.
Available options:
  1. OpenAI
  2. Google Gemini

API Key

Enter the API key for the selected provider.
  • Required for authentication
  • AI features will not work without it

Max Tokens

Defines the maximum length of AI-generated responses.
  • Higher value → Longer responses
  • Lower value → Short responses
Note: Higher values may increase API cost.

Auto Delete AI Logs

Automatically deletes AI logs after a selected time period.
You can set the duration in:
  1. Days
  2. Months
  3. Years

Custom Prompt (For AI Responses)

This setting allows you to define a custom instruction that the AI will follow while generating or improving responses.

The custom prompt is especially useful for:

  • Maintaining a consistent tone (e.g., professional, friendly)

  • Adding company-specific instructions

  • Controlling how replies should be written

When using features like Polish Reply (AI), the AI will consider this prompt along with the ticket content.

 
Notes / Tips

  • Make sure the API key matches the selected provider

  • If AI is not working, check API key and provider selection

  • Keep Max Tokens balanced for cost and quality

  • Enable auto-delete logs to manage database size

]]> Archived Ticket Permissions (Agent Roles) https://supportcandy.net/docs/archived-ticket-permissions-agent-roles/ Wed, 24 Dec 2025 10:36:14 +0000 https://supportcandy.net/?post_type=docs&p=347728

Overview

SupportCandy lets you control who can archive tickets.
These controls are managed using Agent Roles.

You can decide:

  • Who can archive tickets

  • Who can access archived tickets

  • Who can permanently delete archived tickets

Each permission works independently.

Where to Manage These Permissions

  1. Go to Support → Support Agents → Agent Roles.

  2. Open or edit an agent role.

  3. Check below settings:

Archive Ticket

This permission controls who can archive tickets.

What This Permission Allows

When Archive Ticket is enabled, the agent can:

  • See the Archive option on the ticket page

  • Archive tickets that are:

    • Unassigned

    • Assigned to the agent

    • Assigned to other agents

Where the Archive Option Appears

  • On the individual ticket page

  • In ticket actions (based on role access)

If this permission is disabled:

  • The agent cannot archive any ticket

Archive Ticket Access

This permission controls access to archived tickets.

What This Permission Allows

When Archive Ticket Access is enabled:

  • The Archived menu appears under Support in the WordPress dashboard

  • The agent can view the list of archived tickets

  • The agent can open archived tickets

If this permission is disabled:

  • The Archived menu is hidden

  • The agent cannot view archived tickets

Archive Ticket Permanent Delete Access

This permission controls permanent deletion of archived tickets.

What This Permission Allows

When Archive Ticket Permanent Delete Access is enabled:

  • The Permanently Delete option is visible

  • The option appears:

    • In Bulk Actions

    • On the individual archived ticket page

This action permanently removes tickets from the database.

]]> Automatic Archiving and Deletion https://supportcandy.net/docs/automatic-archiving-and-deletion/ Wed, 24 Dec 2025 09:57:51 +0000 https://supportcandy.net/?post_type=docs&p=347711

Auto Archive Closed Tickets

You can archive closed tickets automatically.

How It Works

  • Tickets are archived after they are closed

  • Archiving happens after the set time period

How to Enable

  1. Go to Support → Settings → Miscellaneous.

  2. Find Auto archive closed tickets.

  3. Select days, months, or years.

  4. Save settings.

Set the value to 0 to disable auto archiving.

 

Permanently Delete Archived Tickets

You can automatically delete archived tickets.

How It Works

  • Archived tickets are kept for a set time

  • After that, they are permanently removed

  • Deleted tickets cannot be restored

How to Enable

  1. Go to Support → Settings → Miscellaneous.

  2. Find Permanently delete archived tickets.

  3. Set the number of days/month/year

  4. Save settings.

Set the value to 0 to disable automatic deletion.

Important Notes

  • Archived tickets are not deleted by default.

  • Archived tickets do not affect system performance.

  • Restoring a ticket brings it back to active tickets.

  • Deleting archived tickets is permanent.

  • Using archive improves speed and scalability.

]]> How to Archive and Restore Tickets https://supportcandy.net/docs/how-to-archive-and-restore-tickets/ Wed, 24 Dec 2025 09:50:20 +0000 https://supportcandy.net/?post_type=docs&p=347705

You can archive tickets in multiple ways.

Archive from Ticket List (Bulk Action)

  1. Go to Support → Tickets.

  2. Select one or more tickets using checkboxes.

  3. Click Bulk Actions.

  4. Select Archive.

  5. The tickets move to Archived Tickets.

Archive from Ticket Detail Page

  1. Open any ticket.

  2. Click Archive at the top.

  3. The ticket moves to Archived Tickets.


How to View Archived Tickets

  1. Go to Support → Archived.

  2. Click on a ticket to open it.

  3. All ticket details and history remain available.

How to Restore Archived Tickets

Restoring a ticket moves it back to the main ticket list.

Restore from Archived Ticket List

  1. Go to Support → Archived.

  2. Select one or more tickets.

  3. Bulk Action > Click Restore.

  4. The tickets return to Support → Tickets.


Restore from Ticket Detail Page

  1. Open an archived ticket.

  2. Click Restore at the top.

  3. The ticket becomes active again.


Who Can Access Archived Tickets

Access depends on agent permissions.

  • Agents need the Archive Ticket permission.

  • Permissions are managed from Support Agents → Agent Roles → Archive ticket access

]]> What Are Archived Tickets https://supportcandy.net/docs/archive-tickets/ Wed, 24 Dec 2025 09:05:21 +0000 https://supportcandy.net/?post_type=docs&p=347691

Archived Tickets help you manage old or inactive tickets.
They keep your main ticket list clean and fast.

When a ticket is archived:

  • It is moved from the main tickets table

  • It is stored in a separate archive table

  • It is not deleted

  • It can be restored anytime

This design improves performance and long-term stability.
The system does not slow down even with a large number of tickets.

Why Archived Tickets Are Important

Improves Performance

  • Active tickets stay in the main table

  • Old tickets move to the archive table

  • Ticket lists load faster

  • Searches work better

Improves Ticket Management

  • Keeps focus on active tickets

  • Reduces clutter in ticket list

  • Stores old tickets safely for reference

Where to Find Archived Tickets

  • Go to Support → Archived in the WordPress dashboard.

  • You will see all archived tickets.

  • You can search, filter, and sort tickets.

]]> One-Time Scheduled Ticket https://supportcandy.net/docs/one-time-scheduled-ticket/ Mon, 21 Jul 2025 06:24:00 +0000 https://supportcandy.net/?post_type=docs&p=346063

While the Schedule Tickets add-on is powerful for creating recurring tasks, you can also use it to schedule a ticket to be created only one time on a specific future date. This is perfect for creating future reminders, scheduling a task for a project kick-off, or sending a follow-up on a specific day without setting up a recurring event.

The key is to set up a schedule that starts on your desired date and ends after just one execution.

Step-by-Step Guide

  1. From your WordPress dashboard, navigate to Support → Settings → Schedule Tickets and click on the Schedule Tickets tab.

  2. Click the “Add New” button to open the template creation screen.

  3. Fill in the Title and any Ticket Fields or Agent-Only Fields you want to pre-populate for the future ticket.

  4. Scroll down to the Recurrence Setting section and configure the start of the schedule:

    • Recurrence Period: You can set this to Daily

    • Starts On: Using the calendar, select the exact future date on which you want the ticket to be created.

  5. Now, to make it a one-time event, configure the end of the schedule:

    • Ends On: Select the radio button option for “Ends after X times”.

    • Enter the number 1 into the box.

    (Note: You would replace this with an actual screenshot)

    This tells the system to run the schedule on your specified “Starts On” date and then immediately stop after that single execution.

  6. Click the Submit button to save your one-time scheduled ticket.

Example Scenario:

You want to automatically create a ticket on August 15, 2025, to remind yourself to “Send final invoice to Client X”.

  1. You set Starts On to August 15, 2025

  2. You set Recurrence Period to Daily

  3. You set Ends On to Ends after 1 time

Result: A single ticket with your predefined details will be created on August 15, 2025, and the schedule will then be complete.

]]> What is LMS Integration https://supportcandy.net/docs/what-is-lms-integration/ Mon, 27 Jan 2025 11:58:23 +0000 https://supportcandy.net/?post_type=docs&p=343072

LMS Integration is a powerful feature that connects your Learning Management System (LMS) with the SupportCandy helpdesk system. This integration bridges the gap between your online course platform and your customer support operations, enabling a smoother, more efficient support process.

When LMS Integration is enabled, your customers can associate their support tickets with specific courses or the courses they are enrolled in. This ensures that their queries are relevant to the course they need help with. For example, when a student faces an issue with a course they’ve purchased, they can select that course while creating a ticket, helping your support team identify the problem quickly.

On the other side, support agents gain instant access to the customer’s course-related details directly within the ticket. This includes information like the courses they are enrolled in, their subscription history, total spending, and other relevant details. With this context readily available, agents can provide tailored and effective assistance without the need for back-and-forth communication.

LMS Integration works seamlessly with popular LMS plugins like LifterLMS, Tutor LMS, and LearnPress, making it adaptable to a variety of platforms. By integrating these tools, businesses can enhance their customer support for online learning, resulting in faster resolutions, increased efficiency, and improved learner satisfaction.

]]> How the Integration works https://supportcandy.net/docs/how-the-integration-works/ Mon, 06 Jan 2025 09:35:01 +0000 https://supportcandy.net/?post_type=docs&p=342405

The Gravity Forms integration with SupportCandy simplifies your ticketing process by automatically converting Gravity Form submissions into SupportCandy tickets. Below are the key requirements and steps to make the integration work:

Requirements:

  1. Gravity Forms Plugin
    • You need to install the Gravity Forms plugin. Note that Gravity Forms is a third-party plugin and requires a paid license.
  2. SupportCandy Premium Plan
    • Ensure you have purchased a premium plan of SupportCandy that includes the Gravity Forms Integration add-on.

Steps to Set Up the Integration:

  1. Create Multiple Forms for Business Needs

    • If your business requires multiple forms for various purposes, you can create these forms using Gravity Forms.
    • For example, you can design separate forms for sales inquiries, technical support requests, and customer feedback.

  2. Add Custom Fields in SupportCandy

    • Create custom fields in SupportCandy to match the fields in your Gravity Forms.
    • These fields allow you to capture detailed information from the forms and organize it within SupportCandy’s ticketing system.
    • To add custom fields, navigate to Support > Custom Fields > Ticket Fields in the SupportCandy settings.

  3. Map Gravity Form Fields to SupportCandy Fields

    • Once the custom fields are created in SupportCandy, map them to the corresponding fields in Gravity Forms.
    • For example, if your Gravity Form has a “Customer Name” field, you can map it to a “Name” custom field in SupportCandy.

  4. Automated Ticket Generation

    • After mapping the fields, any form submission in Gravity Forms will automatically create a ticket in SupportCandy.
    • This ensures that all form submissions are seamlessly captured as tickets for better tracking and resolution.

Benefits of the Integration:

  • Centralize all your customer inquiries, support requests, and feedback in one place.
  • Automate the process of creating tickets, reducing manual effort.
  • Efficiently manage submissions across multiple forms, enabling better organization and customer support.

By utilizing this integration, you can ensure a smooth and automated workflow for handling customer communications while maintaining an organized ticketing system.

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