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WordPress Helpdesk FAQ

HelpDesk Caching Support


If you are using caching plugins or Cloudflare / Nginx you need to set a Bypass Rule for all URLs, that contain "ticket". Example for Cloudflare:

How can I prevent, that my WordPress Emails go to Spam Folder?


As we use the standard WP mail system for Notification and Account creation emails, it can occur that Emails get into your reporters or agents Spam folder. You can prevent this by adding a trusted external or internal SMTP Email Service. An...

How can I translate the helpdesk plugin (WPML)?


Step one Scan the Plugin for Translations Go to WPML > Theme and plugins localization Check "WordPress Helpdesk" Click on "Scan selected Plugins for Strings" After scan you can click on the "wordpress-helpdesk" texdomain link and...

Where can I modify the ticket "subject" drop down values?


When creating a ticket in WooCommerce for example, a user has to choose "order support" or a similar subject. Where can I modify the drop down "subject" values? You can use the following Filter...

Where can I modify the ticket email template?


See advanced settings > Support Mail Template. For example if you want to increase the mail width you can change the CSS to this: .container { display: block; Margin: 0 auto !important; /* makes it centered */ ...

Limit Live Chat to Registered users only


Yes, you can disable guest chat within plugin settings. Then everybody who want to use the live chat has to login before.

Is it possible for a user to email support questions and respond via email (email piping)?


Yes you will need to setup your own Email inbox account. Then configure it within the plugin settings. When you do a comment a mail will automatically be sent out to the reporter.

Does this plugin support Visual Composer?


Yes you can use it for Knowledge Base Articles. You could also use it for saved replies / tickets, but we do not recommend this. Because notification mails do not use shortcodes, same as replies, and therefore could break the layout.

How to disable FAQ comments


To disable comments in general, go to your wp-admin panel. Then open Settings > Discussions. There you can disable "allow people to submit comments on new posts". If you only want to disable comments for certain FAQs, then open a post and...

Users do not get Account Email?


If new users do not receive their new account credentials via emails with username & password you need to check first if you have enabled the option here: Send Login Credentials If this is checked, it could be that some other plugin or...

Is there a way to setup topics and FAQS that only users can view?


Yes you can limit the access to logged in users for all FAQs, FAQ topics or some FAQs.

How do u set up login details?


Q: If you submit a ticket it sets up an account but how can the user sign in as he does not have any details and where is the login form? A: The user gets the login details by mail automatically. Just like a normal WP user registration, but...

Override HelpDesk Templates (Theme Support)


To override the templates shipped within the plugin you should read the following steps: There are 3 templates files in total FAQ Archive (admin/views/archive-faq_topic.php) Single FAQ (admin/views/single-faq.php) Single Ticket...

Wordpress Helpdesk New User Registration mails not sent


There are some hard times to debug when user mails do not get send. Some hints for you: Disable Caching for My Account / lost password pages both in Plugins & Cloudflare Try disabling Recaptcha Plugins

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