SLA (Service Level Agreement) adds the ability to keep track of ticket timing set in SLA Policies.
You can set SLA policies in settings with conditions and time. Whenever there is any activity in the ticket e.g. create a ticket, change status, reply ticket, etc. SLA policies are checked for it and added first matched policy time to it.
You can add it to your ticket list. By setting it in default order by in the ticket list setting, you do not need to order it manually every time to check overdue tickets. This way, you can take action on tickets as per SLA timings and keep your customers happy.
There is a setting available to change the color of within SLA and overdue timings in the ticket list.
You can re-order policies so that important policies get priority to execute. The only first matched policy will get executed for the ticket.
Customer feedback plays an important role in the support sector. If you want to hear your customers about their experience with you ( or your agent ) for the support given in the ticket, this add-on is for you.
An email will get sent after x number of days/hours when a ticket is closed. See below screen-shot of sample email.
As soon as customers click one of the rating links, immediately it gets register in the ticket even if the user is logged in or not on your website. Optionally he can submit feedback in words. Window to submit feedback is provided on the page where it has been redirected after clicking one of the ratings above. You can set email notifications for both rating and feedback. See screen-shot below:
Rating widget and feedback are now available in the ticket. The rating widget is only visible if ticket is closed.
Further, you can show ratings in the ticket list and also can filter tickets by rating. This will help you to check tickets for specific ratings to analyze where your agents made mistakes or where they did well so that you can improve your support quality in the future.
You can customize almost everything in settings. You can create any number of ratings, edit existing, or change rating orders with your custom choice. The general setting covers email settings and feedback page settings. Check screen-shots below to see the settings interface:
Have you ever wanted that ticket should be automatically created every X days/months for tasks?
This feature does exactly the same for you! You can create repeating tickets depending on your requirement for tasks with custom ticket fields.
Fields available for selection are both ticket form fields and agent-only fields.
E.g. If you are managing multiple companies and need to create a ticket for maintenance, etc. every x number of days/months starting from your chosen date.
Want to provide an easy way to calculate the time spent on an individual ticket? This add-on will enable this for you. It will help you to record and track the time spent on each individual ticket. Also, it helps you in making productivity decisions for your brand. We have designed this like a stopwatch for a ticket so that you can calculate the time spent on the ticket.
Knowledgebase or Documentation saves time for your customers to ask you questions and wait for you to reply. Ultimately it also reduces the number of tickets coming to you.
This feature will integrate popular Knowledgebase plugins available for WordPress. Below is a list of available integrations and still counting –
These features are integrated with SupportCandy so that agents can use Knowledge-base while replying to tickets. They can insert either Knowledge-base links or Knowledge-base contents to reply descriptions just like macros or canned replies
FAQs are an important part of any help desk. This add-on will integrate popular FAQ plugins available for WordPress. Below is a list of available integrations and still counting –
These features are integrated with SupportCandy so that agents can use FAQs while replying to tickets. They can insert either FAQ link or FAQ contents to reply descriptions just like macros or canned replies
Tired of assigning agents every time ticket is created to your website? Here is solution to smartly assign tickets to agents.
You can set rules (conditions) to match when new ticket is created and if matched, assign that agent to ticket.
You should be able to understand its working from below screen-shots but if you have any question, please feel free to create ticket for pre-sale question.
As name suggests, you can create groups of agents to whom you can assign tickets to just like individual agents.
Every agents in the group can manage tickets assigned to the group. If you want to assign ticket to group and expect any available agent in the group to pick the ticket ticket, this add-on is for you.
Email notification with recipient “Assigned Agent” is enabled, for ticket assigned to agent-group will get sent to all agents of the group.
There are some cases when we need some sensitive information with tickets like website access details, FTP access, user credentials, etc so in such cases gathering this sensitive information directly from customers is quite risky in terms of data-stealing. Data in the form of plain text may cause harm to websites as it can be easily identified. Hence for all these hurdles, there is better choice i.e. Private Credential add-on.
This add-on is developed to keep user credentials safe and secure as this add-on saves data in the form of encryption. When some sensitive information is presented within a ticket there are huge chances of information stealing and misuse of the same. So our newly developed add-on comes in the first place.
This feature adds Print functionality to your ticket page.
There are times when customers ask the same questions again and again. This add-on makes your life easier by enabling you and your agent the ability to save replies and use them later on with just one click later on.
It adds a canned reply link just below a description for agents
This feature enables the CSV export functionality of the tickets.
It exports all fields available for the ticket list (even it is not set in the list) but not others like attachments, description, replies, etc.
Export all tickets based on the current filter set in the ticket list so that if you want only particular tickets to export, it is possible and if all are required, simply do not apply any filter.
You can decide on Support Agent Roles to have this feature enabled. Also, there is an option available as All User if you want the export tickets feature available for users.
It exports only accessible tickets of the logged-in users so that agent can only export tickets accessible to him, the user can export only his tickets, the administrator can export all tickets, etc.
Have you ever got in a situation where your customer didn’t bother getting back to your replies? You may wish to remind them about the ticket and are waiting for their reply. If the customer does not get back even after a reminder, close the ticket after x number of days!
This is a common thing in the support industry. This add-on is a solution to this problem.
It gives you full control over warning emails, and the number of days of inactivity to close tickets automatically.