Frequently Asked Questions (FAQs)

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_651a6b50744a2'); 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.