No, you can not purchase premium add-ons separately. We encourage you to purchase the bundle because you get up to 80% discount if you would have purchased it individually.
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Allows customers and agents to create and reply to tickets directly from their email inboxes.
Unlock the power of automation with SupportCandy workflows, revolutionizing the way you manage your processes.
You can offer and track the time you take to respond to and resolve different types of incoming tickets from customers.
You can create a group of users or companies so that the company’s supervisor can manage all tickets created by the group members.
You can create groups of agents to assign tickets just like individual agents. The supervisor of the group can assign tickets to his team members.
Collect customer feedback and rating for each ticket. This helps you understand how your team performs.
Allows your agents to separately record the time spent on each ticket in the form of a stopwatch.
Allows your customers to share sensitive information within the ticket so that it is visible to only agents with permission.
Automatically create periodic tickets by setting recurring time and information.
Agents can save their replies which can be accessed in just a few clicks while replying to the tickets.
Automatically close the ticket after x days of inactivity. You can also send an inactivity warning email to the customer before x days of closing the ticket.
Measure and improve the efficiency of your support using our advanced reporting.
Export tickets in CSV format as per the current filter from the ticket list page.
Conditionally assign agents to new tickets automatically using set rules and workload.
To better assist you with any additional questions you may have about this product, we kindly ask that you create a ticket. Rest assured, our team is committed to providing a prompt response within 24 hours, if not sooner.
No, you can not purchase premium add-ons separately. We encourage you to purchase the bundle because you get up to 80% discount if you would have purchased it individually.
We don’t offer a trial but we do have a 30 day money back guarantee so you can try add-ons risk-free on your own website. If it does not work what it says in product page, we will respectfully try to help solve the issues or refund.
Yes, automatic updates are available free of charge for valid license key. If your license key is expired, updates will not be available.
Yes, you can upgrade your plans or licenses anytime. Please follow below steps to upgrade:
Yes, support is key for quality product. We do our best to answer your queries and resolve issues as quickly as possible. Support for premium add-ons provided for valid licenses. If your license is expired, support will not be given for premium products.
License keys are subscription-based and will automatically renew every year. If you decide to cancel, you may still use the addons but you will not receive updates or support once the license key expires.
Please make sure you have activated licenses in the setting. To check please go to Support > License and verify that the licenses are active. If you are already activated and still having issues please deactivate and reactivate licenses. After that, recheck the issue.
You can manually update add-ons. Please follow the below steps:
Before installation of add-ons, you need to install and activate the core plugin of SupportCandy from WordPress.org. Click here to download and activate the core plugin.
Install add-ons:
Please follow the below steps to install add-ons:
Activating Add-On License Keys:
Add-ons purchased from this site need to be activated with a license key in order to receive automatic updates via the WordPress dashboard. Your license key should have been emailed to you after purchasing. If you’ve lost your key, you can retrieve it from My Account.
Please follow the below steps to activate add-ons:
You can download an invoice from My Account. Under My Orders click on the Generate Invoice link. Fill in all the information and click on the Save Billing Details & Generate Invoice button.
To install a purchased extension from SupportCandy, go to your WordPress dashboard, navigate to “Plugins,” click on “Add New,” select the “Upload Plugin” option, and follow the prompts.
Yes, you can install multiple extensions at the same time, as per your needs.
Yes, absolutely. If you ever feel that there is no more need for an extension, you can uninstall it.
Yes, the extensions are totally compatible with the latest version of SupportCandy.
Please add the below custom CSS code in your theme’s customize setting. For this, please go to Dashboard > Appearance > Themes > Customize > Additional CSS.
.wpsc-tickets-nav.log-out {
display: none;
}
Please add the below custom CSS code in your theme’s customize setting. For this, please go to Dashboard > Appearance > Themes > Customize > Additional CSS.
.wpsc-filter {
display: none;
}
Please add the below custom CSS code in your theme’s customize setting. For this, please go to Dashboard > Appearance > Themes > Customize > Additional CSS. Please note, this will affect only the frontend, to change the CSS in the backend you need to use the “Simple Custom CSS and JS” plugin.
.wpsc-thread.reply.agent{
background-color: antiquewhite;
padding: 5px;
border: 1px;
border: solid;
}
.wpsc-thread.reply.customer{
background-color: #d7fadb;
padding: 5px;
border: 1px;
border: solid;
}
To remove the “Insert Macro” option, please add the below custom CSS code in your theme’s customize setting. For this, please go to Dashboard > Appearance > Themes > Customize > Additional CSS.
.wpsc-editor-actions span:nth-child(2){display:none; !important}
Please try to configure your email piping email in any email client like thunderbird, outlook, apple mail, etc. If it is successfully configured in the email client then please use the same details to configure email piping.
To achieve this you need to use the external cron method. You have to set cron in your hosting control panel. You can set up the external cron directly to the wp-cron.php file. Please see this article for more information. This will help you to set up an external cron. After that go to Support > Settings > Email Piping > Other Settings > Cron Execution Time and set it as per your requirement.
The user may be directly replying to the original email which he used while creating a ticket using email piping. He should reply to the ticket email notifications which are sent to him by our plugin. If they reply to the original email then the plugin does not get a ticket ID and hence the reply did not get imported into the ticket and instead creates a new ticket.
Also, please check the allowed email type at Dashboard > Support > Settings > Email Piping > General > Allowed Emails > Select All Emails.
Installing SupportCandy is like plug-and-play. There are two steps to install:
Yes, the SupportCandy ticket form is fully incorporated with Elementor pages.
Please verify below steps for troubleshooting the issue:
For Rest API tutorial please follow this link .
There is no way or no need to add customers manually in SupportCandy. Whenever a user creates a ticket then he will get automatically added to the customer list.
Also, if you want to register users to your WordPress site as WordPress users when the user creates a ticket then please go to Dashboard > Support > Settings > Miscellenius > Register user if not exist > Enable.
Agent is user who reply tickets on behalf of the website owner.
You can add an agent in Support Agents submenu.
Agent Role is set of permissions an agent can have of this role. Administrator role in Agent Role does not mean it is WordPress website role, it is role having all permissions enabled for an agent.
You need to have Assign Agent Rules add-on installed in order to assign agents automatically depending on conditions set. Automatic assignment of ticket is not possible in free version.
Your agents can add a signature for themselves at Support > Tickets > Agent Profile > Signature.
Please follow below steps:
Please follow below steps:
Yes, you can add up to 3 fields per row. In order to do this, you should use width property of field smartly. It is depend on order of the fields too. If you got 3 fields of width 1/3 of row, one after another and first of them start on new row, all 3 will get displayed on same row.
You can set visibility conditions while creating custom field. These conditions are nothing but other fields data to match dynamically while user is creating ticket. Conditions available are only those fields who has options e.g. Dropdown, Radio Button, Checkbox, etc.
No, saved filters are private only and your agents have to save it themselves.
You can find this setting in More Setting under Ticket List.
Agent view is ticket list visible to agents whereas customer view is ticket list visible to customers (users other than agents).
You can add field to ticket list from Ticket List submenu of Support for both agent list and customer list.
We have introduced an upgrading process to migrate from version 2 to version 3. Please note, test the upgrade process on the staging site then only go for the live site.
Please follow the below steps: