Frequently Asked Questions (FAQs)

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 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;
}

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.

.wpsc-tickets-nav.log-out {
display: none;
}

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.

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.

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.

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.

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.

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:

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”.

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

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. 

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.

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.

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.

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

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.

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.

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.

For Rest API tutorial please follow this link.

Please make sure you have followed the below steps :

1. Create a page for Support and use the shortcode

   Please sign in

   Remember me

   var recaptchaCallback = function() { var obj = jQuery('#wpsc_651a19a34c8a0'); grecaptcha.render(obj.attr("id"), { "sitekey" : "6Lf09XoUAAAAAC-F9DZMz7d3wn2v32b3lEtSYkda", "callback" : function(token) { obj.closest('form').find(".g-recaptcha-response").val(token); } }); } Sign In

   Forgot your password? Sign-in using one time password Create new ticket as guest

   /** * Submit default login form */ function wpsc_submit_login_form(el) { var dataform = new FormData(jQuery(el).closest('form')[0]); var username = dataform.get('username').trim(); var password = dataform.get('password').trim(); if (!username || !password) { alert(supportcandy.translations.req_fields_missing); return; } var token = dataform.get('g-recaptcha-response'); if (!token) { alert("Captcha not set!"); return; } wpsc_post_login_form(el, dataform); } /** * Submit login form */ function wpsc_post_login_form(el, dataform) { jQuery(el).text(supportcandy.translations.please_wait); jQuery.ajax({ url: supportcandy.ajax_url, type: 'POST', data: dataform, processData: false, contentType: false }).done(function (response) { if (response.success != 1) alert(supportcandy.translations.incorrect_login); }).fail(function (res) { alert(supportcandy.translations.something_wrong); }).always(function () { window.location.reload(); }); } /** * Custom login */ function wpsc_custom_login(el, url) { jQuery(el).text(supportcandy.translations.please_wait); window.location.href = url; } /** * Get default registration page */ function wpsc_get_default_registration() { jQuery('.auth-inner-container').html(supportcandy.loader_html); var data = { action: 'wpsc_get_default_registration' }; jQuery.post(supportcandy.ajax_url, data, function (response) { jQuery('.auth-inner-container').html(response); }); } /** * Set default registration form */ function wpsc_set_default_registration(el) { var dataform = new FormData(jQuery(el).closest('form')[0]); var firstname = dataform.get('firstname').trim(); var lastname = dataform.get('lastname').trim(); var username = dataform.get('username').trim(); var email_address = dataform.get('email_address').trim(); var password = dataform.get('password').trim(); var confirm_password = dataform.get('confirm_password').trim(); var isUsername = dataform.get('is_username').trim(); if (!firstname || !lastname || !username || !email_address || !password || !confirm_password) { alert(supportcandy.translations.req_fields_missing); return; } if (!validateEmail(email_address)) { alert(supportcandy.translations.incorrect_email); return; } if (isUsername != 1) { alert(supportcandy.translations.unsername_unavailable); return; } if (password !== confirm_password) { alert(supportcandy.translations.incorrect_password); return; } var token = dataform.get('g-recaptcha-response'); if (!token) { alert("Captcha not set!"); return; } wpsc_authenticate_registration(el, dataform); } /** * Post registration form */ function wpsc_authenticate_registration(el, dataform) { jQuery('.auth-inner-container').html(supportcandy.loader_html); jQuery.ajax({ url: supportcandy.ajax_url, type: 'POST', data: dataform, processData: false, contentType: false }).done(function (res) { if (typeof(res) == "object") { alert(supportcandy.translations.something_wrong); wpsc_get_default_registration(); } else { jQuery('.auth-inner-container').html(res); } }).fail(function (res) { alert(supportcandy.translations.something_wrong); window.location.reload(); }); } /** * Register user */ function wpsc_confirm_registration(el) { jQuery('.auth-inner-container').html(supportcandy.loader_html); var dataform = new FormData(jQuery(el).closest('form')[0]); jQuery.ajax({ url: supportcandy.ajax_url, type: 'POST', data: dataform, processData: false, contentType: false }).done(function (res) { if (res.isSuccess == 1) { window.location.reload(); } else { alert(supportcandy.translations.something_wrong); wpsc_get_default_registration(); } }); } /** * Get guest otp login screen * * @return void */ function wpsc_get_guest_sign_in() { jQuery('.auth-inner-container').html(supportcandy.loader_html); var data = { action: 'wpsc_get_guest_sign_in' }; jQuery.post(supportcandy.ajax_url, data, function (res) { if (typeof(res) == "object") { alert(supportcandy.translations.something_wrong); window.location.reload(); } else { jQuery('.auth-inner-container').html(res); } }); } /** * Send login OTP * * @return void */ function wpsc_authenticate_guest_login(el) { var dataform = new FormData(jQuery(el).closest('form')[0]); var email_address = dataform.get('email_address').trim(); if ( ! email_address ) { alert(supportcandy.translations.req_fields_missing); return; } if (!validateEmail(email_address)) { alert(supportcandy.translations.incorrect_email); return; } jQuery(el).text(supportcandy.translations.please_wait); jQuery.ajax({ url: supportcandy.ajax_url, type: 'POST', data: dataform, processData: false, contentType: false }).done(function (res) { if (typeof(res) == "object") { alert(supportcandy.translations.something_wrong); wpsc_get_guest_sign_in(); } else { jQuery('.auth-inner-container').html(res); } }).fail(function (res) { alert(supportcandy.translations.something_wrong); window.location.reload(); }); } /** * Confirm guest login auth * * @return void */ function wpsc_confirm_guest_login(el) { jQuery('.auth-inner-container').html(supportcandy.loader_html); var dataform = new FormData(jQuery(el).closest('form')[0]); jQuery.ajax({ url: supportcandy.ajax_url, type: 'POST', data: dataform, processData: false, contentType: false }).done(function (res) { if (res.isSuccess == 1) { window.location.reload(); } else { alert(supportcandy.translations.something_wrong); wpsc_get_guest_sign_in(); } }); }
   /** * Get ticket list */ function wpsc_get_ticket_list(is_humbargar = false) { supportcandy.current_section = 'ticket-list'; if (is_humbargar) wpsc_toggle_humbargar(); if (wpsc_is_description_text()) { if ( !confirm(supportcandy.translations.warning_message)){ return; } else { var is_tinymce = (typeof tinyMCE != "undefined") && tinyMCE.activeEditor && !tinyMCE.activeEditor.isHidden(); if (is_tinymce && tinymce.get('description')) { var description = tinyMCE.get('description').setContent(''); } else { var description = jQuery('#description').val(''); } ticket_id = jQuery('#wpsc-current-ticket').val(); wpsc_clear_saved_draft_reply( ticket_id ); } } var id = supportcandy.current_ticket_id; if (id) { delete supportcandy.current_ticket_id; wpsc_get_individual_ticket(id); return; } // set flag to differenciate between ticket list and individual ticket supportcandy.ticketListIsIndividual = false; jQuery('.wpsc-tickets-nav, .wpsc-humbargar-menu-item').removeClass('active'); jQuery('.wpsc-tickets-nav.ticket-list, .wpsc-humbargar-menu-item.ticket-list').addClass('active'); jQuery('.wpsc-humbargar-title').html(supportcandy.humbargar_titles.ticket_list); // set url var url = new URL(window.location.href); var search_params = url.searchParams; search_params.set('wpsc-section', 'ticket-list'); search_params.delete('ticket-id'); url.search = search_params.toString(); window.history.replaceState({}, null, url.toString()); jQuery('.wpsc-body').html(supportcandy.loader_html); var data = { action: 'wpsc_get_ticket_list', _ajax_nonce: supportcandy.nonce }; search_params.forEach(function(value, key) { data[key] = value; }); if (typeof supportcandy.ticketList != 'undefined' && typeof supportcandy.ticketList.filters != 'undefined') { data.filters = supportcandy.ticketList.filters; } jQuery.post(supportcandy.ajax_url, data, function (response) { jQuery('.wpsc-body').html(response); wpsc_reset_responsive_style(); }); } /** * Get individual ticket */ function wpsc_get_individual_ticket(id) { jQuery('.wpsc-tickets-nav, .wpsc-humbargar-menu-item').removeClass('active'); jQuery('.wpsc-tickets-nav.ticket-list, .wpsc-humbargar-menu-item.ticket-list').addClass('active'); jQuery('.wpsc-humbargar-title').html(supportcandy.humbargar_titles.ticket_list); // set url var url = new URL(window.location.href); var search_params = url.searchParams; search_params.set('wpsc-section', 'ticket-list'); search_params.set('ticket-id', id); url.search = search_params.toString(); window.history.replaceState({}, null, url.toString()); jQuery('.wpsc-body').html(supportcandy.loader_html); // set flag to differenciate between ticket list and individual ticket supportcandy.ticketListIsIndividual = true; var data = { action: 'wpsc_get_individual_ticket', ticket_id: id, }; search_params.forEach(function(value, key) { data[key] = value; }); jQuery.post(supportcandy.ajax_url, data, function (response) { jQuery('.wpsc-body').html(response); wpsc_reset_responsive_style(); }); } /** * Get create ticket form */ function wpsc_get_ticket_form(is_humbargar = false) { supportcandy.current_section = 'new-ticket'; if (is_humbargar) wpsc_toggle_humbargar(); if (wpsc_is_description_text()) { if ( confirm(supportcandy.translations.warning_message)){ current_ticket = jQuery('#wpsc-current-ticket').val(); wpsc_clear_saved_draft_reply( current_ticket ); } else{ return; } } jQuery('.wpsc-tickets-nav, .wpsc-humbargar-menu-item').removeClass('active'); jQuery('.wpsc-tickets-nav.new-ticket, .wpsc-humbargar-menu-item.new-ticket').addClass('active'); jQuery('.wpsc-humbargar-title').html(supportcandy.humbargar_titles.new_ticket); // set url var url = new URL(window.location.href); var search_params = url.searchParams; search_params.set('wpsc-section', 'new-ticket'); search_params.delete('ticket-id'); url.search = search_params.toString(); window.history.replaceState({}, null, url.toString()); jQuery('.wpsc-body').html(supportcandy.loader_html); var data = { action: 'wpsc_get_ticket_form', _ajax_nonce: supportcandy.nonce }; search_params.forEach(function(value, key) { data[key] = value; }); jQuery.post(supportcandy.ajax_url, data, function (response) { jQuery('.wpsc-body').html(response); wpsc_reset_responsive_style(); }); } /** * Get agent settings */ function wpsc_get_user_profile(is_humbargar = false) { supportcandy.current_section = 'my-profile'; if (is_humbargar) wpsc_toggle_humbargar(); jQuery('.wpsc-tickets-nav, .wpsc-humbargar-menu-item').removeClass('active'); jQuery('.wpsc-tickets-nav.my-profile, .wpsc-humbargar-menu-item.my-profile').addClass('active'); jQuery('.wpsc-humbargar-title').html(supportcandy.humbargar_titles.my_profile); // set url var url = new URL(window.location.href); var search_params = url.searchParams; search_params.set('wpsc-section', 'my-profile'); search_params.delete('ticket-id'); url.search = search_params.toString(); window.history.replaceState({}, null, url.toString()); jQuery('.wpsc-body').html(supportcandy.loader_html); var data = { action: 'wpsc_get_user_profile' }; search_params.forEach(function(value, key) { data[key] = value; }); jQuery.post(supportcandy.ajax_url, data, function (response) { jQuery('.wpsc-body').html(response); wpsc_reset_responsive_style(); }); } /** * Get agent settings */ function wpsc_get_agent_profile(is_humbargar = false) { supportcandy.current_section = 'agent-profile'; if (is_humbargar) wpsc_toggle_humbargar(); jQuery('.wpsc-tickets-nav, .wpsc-humbargar-menu-item').removeClass('active'); jQuery('.wpsc-tickets-nav.agent-profile, .wpsc-humbargar-menu-item.agent-profile').addClass('active'); jQuery('.wpsc-humbargar-title').html(supportcandy.humbargar_titles.agent_profile); // set url var url = new URL(window.location.href); var search_params = url.searchParams; search_params.set('wpsc-section', 'agent-profile'); search_params.delete('ticket-id'); url.search = search_params.toString(); window.history.replaceState({}, null, url.toString()); jQuery('.wpsc-body').html(supportcandy.loader_html); var data = { action: 'wpsc_get_agent_profile' }; search_params.forEach(function(value, key) { data[key] = value; }); jQuery.post(supportcandy.ajax_url, data, function (response) { jQuery('.wpsc-body').html(response); wpsc_reset_responsive_style(); jQuery('.wpsc-ap-nav.general').trigger('click'); }); } /** * Get create ticket as guest */ function wpsc_get_guest_ticket_form() { jQuery('.wpsc-shortcode-container').html('
   '); wpsc_get_ticket_form(); } on it.(Ignore if you created the page)
2. Then go to Support > Settings > General > Support Page and select the page you have created in the first step.
3. Go to the Dashboard > Support > Settings > General Settings > Page Settings > Ticket URL page > Select Support Page.

Please verify below steps for troubleshooting the issue:

• You have entered From Name & From Email in the email notification settings of the plugin.
• 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 wordpress.org. We recommend Post SMTP Mailer plugin.
• Try sending test emails in SMTP plugin to confirm emails are sending correctly.
• SupportCandy email notification recipients correctly set for all notifications.
• Also, check if you have applied conditions in the email notification template and they are correct.

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.

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 can add an agent in Support Agents submenu.

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

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.

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.

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.

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.

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:

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.