Frequently Asked Questions

Pre-Sale Questions

  • Who Should Use Supportcandy?

    Supportcandy is for every industry that has customer support as one of its services, it includes both B2C industries like Education and E-Learning, Travel and Hospitality, Healthcare and Wellness, e-commerce stores, etc. and the B2B industries like service providers, marketing, advertising, media, publication, software, technology and many more.

  • Why choose Supportcandy for the WordPress support ticket plugin?

    The most powerful reason to choose Supportcandy is that it has solved all the challenges that other customer support plugins face. The challenges like plugin incompatibility, not being easy to use, costly, and performance issues. All these are the core strengths of Supportcandy. 

  • What is the support plugin for WordPress?

    This plugin helps the customers by providing them with options to contact the company and get support from them, through various methods.

  • What are the uses of the WordPress support ticket plugin?

    WordPress support ticket plugins offer centralized ticket management, customer communication, ticket categorization, and assignment. They track ticket status, provide automated notifications, integrate with knowledge bases, and offer analytics. These plugins streamline customer support processes and enhance efficiency in handling inquiries and resolving issues. 

  • Do I need coding skills to use Supportcandy?

    Not at all. Supportcandy requires no coding skills or understanding of technicalities. You can use it just with a bit of practice. 

  • Why is Supportcandy the best support ticket system for WordPress?

    Supportcandy is the best support ticket system for WordPress as it offers a user-friendly interface, seamless integration, customizable ticket forms, efficient management, robust analytics, multi-channel support, automation, knowledge base integration, and responsive customer support for a streamlined experience, making customer support easy as a cake. 


  • Can I purchase premium add-ons separately?

    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.

  • Do you offer a trial?

    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.

  • Do I get updates of the add-ons?

    Yes, automatic updates are available free of charge for valid license key. If your license key is expired, updates will not be available.

  • Can I upgrade my licenses?

    Yes, you can upgrade your plans or licenses anytime. Please follow below steps to upgrade:

    1. Login with your user account on My Account page.
    2. Click on View Licenses link in your order.
    3. Click View Upgrades for license you want to upgrade.
    4. Click on Upgrade License in-front of the plan or license you want to upgrade.
    5. Complete payment process and done.
  • Do you offer support if I need help?

    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.

  • What happens if I do not renew my license?

    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.

  • Unable to update add-ons

    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. 

  • Manually update add-ons

    You can manually update add-ons. Please follow the below steps:

    1. Go to the My Account page and log in
    2. Download all the zip files of the add-ons you wish to install
    3. Go to Dashboard > Plugins 
    4. Deactivate and delete all add-ons
    5. Install and activate each add-on downloaded in Step 2
  • Install and activate add-ons

    Before installation of add-ons, you need to install and activate the core plugin of SupportCandy from Click here to download and activate the core plugin.

    Install add-ons:

    Please follow the below steps to install add-ons:

    1. Go to the My Account section and log in to your account.
    2. Download the add-on zip you want to install.
    3. Go to Dashboard > Plugins > Add New (in WordPress wp-admin) and then select Upload.
    4. Next, select the zip file you downloaded in Step 2 and click Install Now. Your new SupportCandy addon should now be installed and good to go.

    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:

    1. Install and activate the plugin under WordPress > Plugins.
    2. Go to the My Account section, under the Purchase History section click on View Details and Downloads, and copy the license key.
    3. Now, go to Dashboard > Support > License.
    4. Add the license key and click on Activate.
    5. After activation, click on “Sync”.
  • How to download the invoice?

    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.

  • How do I install an extension purchased from Supportcandy?

    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.

  • Can I install multiple extensions at the same time?

    Yes, you can install multiple extensions at the same time, as per your needs.

  • What happens if I no longer need an extension? Can I uninstall it?

    Yes, absolutely. If you ever feel that there is no more need for an extension, you can uninstall it.

  • Are the extensions compatible with the latest version of SupportCandy?

    Yes, the extensions are totally compatible with the latest version of SupportCandy.

Additional CSS

  • How can I hide the Logout button?

    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;


  • How can I hide search and filters?

    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;


  • How can I add border and background color to threads?

    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. 


    background-color: antiquewhite;

    padding: 5px;

    border: 1px;

    border: solid;



    background-color: #d7fadb;

    padding: 5px;

    border: 1px;

    border: solid;


  • Disable insert Macro

    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}

Email Piping

  • Email piping connection not working

    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.

  • How to increase email piping execution speed?

    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.

  • Email piping creating a new ticket instead of a response

    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.


  • How to install SupportCandy

    Installing SupportCandy is like plug-and-play. There are two steps to install:

    1. Go to your site > Wp-admin > Dashboard > Plugins > Add New > Search SupportCandy > Download > Activate.
    2. Visit this link and download a zip file of SupportCandy. Go to Go to your site > Wp-admin > Dashboard > Plugins > Add New > Upload plugin > Select downloaded file > Install > Activate.
  • Is the SupportCandy ticket form incorporated with Elementor pages?

    Yes, the SupportCandy ticket form is fully incorporated with Elementor pages.


  • Error in uploading or attaching files in ticket and reoly

    We use WordPress's default functionality for file attachment. WordPress does not allow all the file types, so you need to allow special MIME types in this setting.  

    For example, file types like cam, dcm, stl, emb, pes, and jef are not allowed. So you have to add a file extension to the "Allowed File Extensions" setting at above and add "Extension:MIME type" at "MIME exceptions(One per Line)" in the given format. 

    So to allow cam, dcm, stl, emb, pes, and jef types we need to add MIME types as follows: 


    You can find these settings at Support → Settings → General Settings → File Attachments

  • Email notification not sending

    Please verify below steps for troubleshooting the issue:

    1. You have entered From Name & From Email in the email notification settings of the plugin.
    2. You have installed any SMTP plugin to send emails from website. Please note, if you have not installed SMTP plugin to send emails, mail() function does not guaranty you to deliver emails. There are many popular free SMTP plugins available on We recommend Post SMTP Mailer plugin.
    3. Try sending test emails in SMTP plugin to confirm emails are sending correctly.
    4. SupportCandy email notification recipients correctly set for all notifications.
    5. Also, check if you have applied conditions in the email notification template and they are correct.

    For Rest API tutorial please follow this link .

  • How can I add customers?

    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.

Support Agents

  • What is an Agent?

    Agent is user who reply tickets on behalf of the website owner.

  • How can I add an agent?

    You can add an agent in Support Agents submenu.

  • What is Agent Roles?

    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.

  • How can I automatically assign tickets to 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.

  • How to add a signature for Support Agents?

    Your agents can add a signature for themselves at Support > Tickets > Agent Profile > Signature.

Ticket Form

  • How can I add custom fields to the form?

    Please follow below steps:

    1. Login as Administrator on your dashboard.
    2. Click on Support menu.
    3. Click on Custom Fields submenu.
    4. Under Ticket Form Fields tab, click on +Add New button
    5. Complete details and field is added to the form.
  • How to change order of form fields?

    Please follow below steps:

    1. Login as Administrator on your dashboard.
    2. Click on Support menu.
    3. Click on Custom Fields submenu.
    4. Under Ticket Form Fields tab, you can change order of fields by drag & drop.
  • Can I add more than one fields on single row?

    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.

  • How can field be visible depend on some other fields entered by user?

    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.

Ticket List

  • Is it possible to show saved filters to all agents?

    No, saved filters are private only and your agents have to save it themselves.

  • How do I change default order of ticket list?

    You can find this setting in More Setting under Ticket List.

  • What is Agent View and Customer View?

    Agent view is ticket list visible to agents whereas customer view is ticket list visible to customers (users other than agents).

  • How to add custom field in ticket list?

    You can add field to ticket list from Ticket List submenu of Support for both agent list and customer list.


  • How to upgrade from Version 2 to Version 3?

    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:

    1. Back up your site database.
    2. Make sure to update all the add-ons to the latest version. Please note that previously active add-ons must be installed and updated to upgrade the related data and settings.
    3. Go to the Support menu in your dashboard.
    4. Click on the checkboxes after reading the description and agree to the upgrade.
    5. Click on Proceed to Upgrade button.
    6. Wait for the upgrade to finish.