內容簡介
Demfilz Support Tickets 將您的 WordPress 網站轉變為專業的支援服務平台。客戶可以在網站上開啟支援票，並透過電子郵件或瀏覽器跟進對話，完成後還能對服務進行評分。您的團隊可以在 wp-admin 的單一畫面上處理所有票務。
【主要功能】
• 客戶可透過簡單的表單開啟支援票
• 支援票的清晰對話視圖
• 自動分配新票給最不忙的代理
• 自訂通知電子郵件模板
• 報告功能顯示各種統計數據
外掛標籤
開發者團隊
原文外掛簡介
Demfilz Support Tickets turns your WordPress site into a proper support desk. Customers open tickets from a page on your site, follow the conversation by email or in their browser, and rate the service when it is done. Your team works every ticket from one screen inside wp-admin.
On the front end
A support portal you place with the [dsup_support] shortcode or the Support Tickets block.
Guests can open tickets with just a name and an email address, or you can require a login.
Signed in customers see all of their tickets automatically. Guests can ask for a secure emailed link to theirs.
A clean conversation view: replies, attachments, status, and a reply box that reopens closed tickets.
Optional satisfaction rating when a ticket is resolved.
In the dashboard
Dashboard with open, unassigned, mine and past-SLA counts.
Ticket list with filters for status, priority, department and agent, plus full text search, bulk actions and CSV export.
A single ticket screen with the whole thread, internal notes the customer never sees, canned replies, attachments and an activity log.
Departments, each with its own notification inbox and agent pool.
Agents are ordinary WordPress users you promote, with their own signature and departments. There is also a dedicated Support Agent role for support-only logins.
Reports: volume per day, per status, per department and per agent, average first response, average resolution and satisfaction.
Automatic behaviour
New tickets are assigned round robin, to the least busy agent, or left for someone to claim.
SLA response and resolution targets per priority, with alerts when a target is missed.
Resolved tickets close themselves after a set number of days, and quiet customers get a reminder.
Every notification email is a template you can edit, with placeholders for the ticket, customer and agent.
Built carefully
Attachments are stored under a random, non-executable file name and only served to people entitled to see them.
Nonces, capability checks, honeypot, signed form timestamps and per address rate limiting on every public form.
Custom tables, so a busy desk never bloats your posts table.
Privacy exporter and eraser for GDPR requests.
