(7 customer reviews)

WordPress HelpDesk

$39.00 $29.00

TotalDesk is the only All-in-One HelpDesk solution for WordPress. Our helpdesk plugin provides all features for that, in most cases, you have to pay extra: Ticket-System, Livechat, Knowledge Base, Saved Replies and more. All in one single Plugin to provide you and your customers one single solution for the support.

View Demo

I kept trying to find something wrong with this plugin. But in the end, I could not. I was able to get rid of 3 plugins and replace it with this one: A FAQS plugin, chat plugin, and ticket plugin. Please continue supporting and updating this plugin. I intend to buy many more licenses.

Very good set of features, very good and competent support.
I can strongly reccomend this plugin as, from my investigations and multiple attempts, the absolute best value for money in its category. TotalDesk is extremely effective, flexible and complete, and it is standard enough to allow customizations if and when needed.

Ticket System

There are multiple channels where customers can ask for support. Sometimes you oversee emails, miss phone calls or forget to reply to customers. This does not happen when you have a ticket system, where everything is logged. Beside that you gain informations about requests and can create a knowledge base out of these infos.

Creating a Ticket

The first step in a ticket system is always the creation of the ticket.
In total there are 4 ways how a ticket can be created via our WordPress HelpDesk plugin:

new ticket
new ticket
my tickets
my tickets

Analyse Tickets

After a new ticket has come into the system, it needs to be categorized, analyzed and assigned. Then the assigned agent can take care about the ticket.

set ticket defaults
set ticket defaults
solve wp tickets
solve wp tickets

Finalize Ticket

The ticket has been set to solved by an agent and the customer is happy. But what then?
Most of the time the same question comes up again by another reporter.
So why not create a FAQ article and save the correct answer as a “saved reply”?

Ticket system features

  • Custom Taxonomies
    You are free to create / set custom status, types or projects.
  • Filter Tickets
    Filter all Tickets in the backend for status, type or project.
  • Log / History
    All ticket changes are logged and will be shown in a history.
  • Export Tickets
    Export all tickets as Excel files so you can create your own analysis.
  • My Tickets
    Create a My Tickets page and redirect reporters to it automatically.
  • Customizable Ticket Forms
    Customizable new Ticket Forms for Simple Tickets, WooCommerce Tickets & Envato tickets

Knowledge Base

Questions and support requests often repeat by different customers. That can be avoided when you have a good knowledge base. There customers can search for solutions on their own without asking your support.

Reduce Support Issues with a Knowledge Base

With a well filled knowledge base you can reduce the amount of support issues dramatically.
Our plugin helps you to Setup your own custom WordPress Knowledge Base with ease.

wp knowledge example
wp knowledge example
grouped articles
grouped articles
live ajax search
live ajax search
single faq
single faq

FAQ Insights

After a new ticket has come into the system, it needs to be categorized, analyzed and assigned. Then the assigned agent can take care about the ticket.

faq suggestions
faq suggestions
track faq searches
track faq searches

Live Chat

TotalDesk has a built in basic Live Chat you can use to communicate with your customers. All new live chat requests are tracked as tickets, so the process stays consistent.

Start solving Problems while Chatting

A livechat gives you the opportunity to solve your reporters issues within a minute.

Livechat-Welcome

Start a Chat

Logged in reporters or even guests (if enabled) can start a live chat with your agents. At least an agent is online of course.

Livechat Start
Livechat Ticket Created

Reply as Agent

As an agent you will get an updated list of open chats. You can join one chat by clicking on the chat name.

Livechat Agent Backend

Integrations

Our plugin support multiple 3rd party suppliers and plugins. 

WooCommerce Integration

Customers will see a my tickets and new ticket menu items in their “My Account” pages. From there they can vie all submitted tickets or submit a new based on:

  • Order Support
  • Product Support
  • Other
WooCommerce My Tickets page

Notifications

Send ticket notifications via HTML5 Desktop or Email to inform your reporters automatically.

Reporters can also reply on emails when you enabled email piping in WordPress. 

ticket email notification
hmtl5 desktop notifications

Reports

Get in depth Reports about ticket creation, usage and times until tickets are completed. You can filter by date, agent, reporter or satisfaction. 

helpdesk ticket reports

Total Ticket analytics are also available and show you the tickets by status, type, department and priority. 

all tickets anayltics

Get to know what your users are searching for with a built in FAQ search term tracking.

faq search terms

Integrations

Our plugin support multiple 3rd party suppliers and plugins. 

WooCommerce Integration

Customers will see a my tickets and new ticket menu items in their “My Account” pages. From there they can vie all submitted tickets or submit a new based on:

  • Order Support
  • Product Support
  • Other
WooCommerce My Tickets page
WooCommerce new ticket form

Envato Helpdesk Integration

Implement live envato purchase code validation before customers can submit a ticket. Add custom required or optional fields for wp admin access with ease.

Envato helpdesk plugin

Slack Integration

Send all new ticket + comments directly to your preferred slack chat.

slack integration

The Helpdesk Modules

With our Helpdesk Plugin you are able to manage all Support request in once. Users can raise support tickets via … Mails to your Inbox a simple Form on your website a phone call to one of your agents or via Livechat All requests will be bundled in a ticket so they never get lost.

Work with Tickets and reduce future Workload By analyzing your tickets you are able to create saved replies from often answered replies. Also you are able to create your own Knowledge Base (FAQs) from tickets. This will help you to reduce future workloads, because similar issues can be solved much easier.

Also you can generate a report from your tickets to analyze where the most issues came from, when they have been created and where it may stuck.

WP helpdesk
wp helpdesk settings panel

Easy Settings & Overview

With our Helpdesk Plugin you are able to manage all Support request in once. Users can raise support tickets via …

  • Mails to your Inbox
  • a simple Ticket Form on your website
  • a phone call to one of your agents
  • via Livechat

All requests will be bundled in a ticket so they never get lost. Work with Tickets and reduce future Workload. By analyzing your tickets you are able to create saved replies from often answered replies. Also you are able to create your own Knowledge Base (FAQs) from tickets. This will help you to reduce future workloads, because similar issues can be solved much easier.

Generate a report from your tickets to analyze where the most issues came from, when they have been created and where it may stuck.

7 reviews for WordPress HelpDesk

  1. medyador

    I updated and the problem has been fixed. Thank you very much for your attention.

  2. quadcode

    This WP plugin for support is exactly what I was looking for. It has everything I need and more! But what caught me off guard the most was the phenomenal support. They solved every problem I have encountered, were always polite and answered in less than 24 hours. And all that for one time low fee! If you want helpdesk for your website, buy this product!

  3. royce75

    It´s super easy, great UX, and it has the best features you can have for a simple ticket/helpdesk system. GREAT!

  4. zariachinelo

    I kept trying to find something wrong with this plugin. But in the end, I could not. I was able to get rid of 3 plugins and replace it with this one: A FAQS plugin, chat plugin, and ticket plugin. Please continue supporting and updating this plugin. I intend to buy many more licenses.

  5. Widevisions

    Very good set of features, very good and competent support.
    I can strongly reccomend this plugin as, from my investigations and multiple attempts, the absolute best value for money in its category. There are a few small areas of improvement, like ANY other tool, but overall TotalDesk is extremely effective, flexible and complete, and it is standard enough to allow customizations if and when needed.
    Congrats guys!

  6. jenexler

    This plugin has all the features you need!
    Great FAQ Knowledge Base, Livechat Integrations and an awesome saved reply feature.
    Really like this plugin and looking for future updates 🙂

  7. tpphost

    5 star rating for the plugin features, and the fantastic customer support I have received so far! The author has been taking my feedback into account with new updates they roll out.

Add a review

Documentation

FAQs

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

Changelog

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