前言介紹
- 這款 WordPress 外掛「SupportCandy – Helpdesk & Customer Support Ticket System」是 2018-08-14 上架。
- 目前有 10000 個安裝啟用數。
- 上一次更新是 2025-04-16，距離現在已有 16 天。
- 外掛最低要求 WordPress 5.6 以上版本才可以安裝。
- 外掛要求網站主機運作至少需要 PHP 版本 7.4 以上。
- 有 273 人給過評分。
- 論壇上目前有 3 個提問，問題解答率 100% ，不低，算是個很有心解決問題的開發者團隊了！
外掛協作開發者
nsgawli | supportcandy | pradeepmakone07 |
外掛標籤
ticket | support | helpdesk | customer support | ticketing system |
內容簡介
這個外掛為 WordPress 增加了完整的客服支援系統功能。它是WordPress上最古老的支援系統之一。我們致力於持續改進和創新，保持外掛的簡單、安全和功能豐富。
點擊此處 進入入門指南，您只需要幾分鐘即可優質地支援您的客戶！
點擊此處 進入我們的官方網站。
主要功能：
無限數量的工單
無限數量的服務代表
高級的自定篩選和搜尋功能
客戶和代表的已保存篩選器
代表之間的內部通訊可以使用私人備註
代表可以代表客戶創建工單
16+自定義欄位類型
工單欄位可添加額外信息
僅代表欄位，用於保留工單的內部數據
客戶欄位，可在工單間儲存關於客戶的信息
訪客工單（默認禁用）
已驗證的訪客可透過OTP登入檢視工單
豐富的文本編輯器（可自定義）
郵件通知
工作時間
Google reCaptcha整合
GDPR相容
條款和條件勾選框在工單表單中
工單欄位可使用宏或占位符
高級外掛：
郵件管道 - 可從電子郵件帳戶中輕鬆創建工單或回覆工單。例如，您可以為客戶提供一個專用的電子郵件地址，如[email protected]，所有發送到此電子郵件的郵件都會轉換成工單。
WooCommerce整合 - 在「我的帳戶」頁面上添加支援標簽和訂單幫助按鈕。客戶可以在工單表單中選擇訂單。此外，代表可以在單個工單中查看客戶訂單。
罐裝回覆 - 允許代表保存回覆。只需點擊幾下即可在工單描述中插入答案。
自動分配代表規則 - 設置在創建新工單時自動分配代表的條件。
SLA（服務水平協議） - 根據工單配對的規則計算到期日期。如果將SLA欄位添加到工單列表和單個工單中，則顯示剩餘時間。
滿意度調查 - 發送電子郵件以根據指派的代表表現評分工單。客戶選擇是否要提供反饋。
自動關閉工單 - 在x天內無任何活動後關閉工單。在關閉工單之前發送警告電子郵件。
用戶組 - 允許一組用戶訪問彼此的工單。
代表群組 - 允許將工單分配給一組代表，該組主管的任何代表都有權查看和管理工單。
原文外掛簡介
THE SIMPLE, SECURE AND FEATURE-RICH SUPPORT TICKETING SYSTEM PLUGIN FOR YOUR WORDPRESS SITE.
SupportCandy adds to your WordPress site the features of a complete help desk and customer support ticket system. It is one of the oldest helpdesk & customer support ticketing plugin available for WordPress.
We stand as a remarkably versatile and feature-packed help desk and ticket management plugin. Elevate your customer support game by effortlessly handling and resolving customer queries directly from the comfort of your WordPress dashboard.
SupportCandy Helpdesk is the ultimate solution for all your helpdesk and support ticketing needs within WordPress, featuring features comparable to those offered by top-tier SaaS solutions such as Zendesk, Help Scout, or Freshdesk.
Follow this getting started guide and be ready to support your customers like never before within a few minutes!
Click here to visit our official website.
YOUR WORDPRESS-BASED SELF-HOSTED CUSTOMER SUPPORT SOLUTION BACKED BY UNPARALLEL TECHNICAL SUPPORT
While we prioritize technical support for our paid users, we are committed to assisting each and every customer promptly. Our dedication ensures that all users receive the assistance they need as quickly as possible. Moreover, we offer best-in-class customer support and maximum features in our free version, setting us apart from others in the industry.
In addition to ticket management, you can assign multiple specific permission levels to agents and customers. Gain access to detailed reports concerning your customers, agents, and the overall productivity of your customer support desk. By navigating through the ticket view, you can gain a comprehensive 360-degree perspective of your customers, including their past tickets, purchase history, membership levels, and more. Armed with this wealth of customer data alongside their queries, you can accomplish much more.
SupportCandy is a self-hosted support ticket plugin offers limitless tickets, support agents, users, tags, and more. There are no constraints, as you maintain ownership of your system and data.
Key features :
Unlimited number of tickets
Unlimited number of agents and agent roles
Unlimited number of customers
Unlimited tags, categories, and custom statuses
Dashboard for agents
Activity logs for administrators
Advanced custom filter and search functionality
Saved filters for customers and agents
Shortcodes for Agent Portal/Customer Portal
Private notes for internal communication of agents
Agents can create a ticket on the customer’s behalf
Agent Collision to avoid repetitive messages and confusion
16+ Custom field types
User Registration
Ticket fields for additional information about ticket
Agent-only fields to keep internal data of the ticket
Customer fields to store information about the customer across the tickets
Guest tickets (disabled by default)
Guest can also see their ticket list using OTP Login (One Time Password)
Rich-text editor (customizable)
Email notifications
Working hours, exceptions, and holidays for support agent
Google reCaptcha integration
GDPR Compatibility with data retention and deletion feature
Terms & Conditions checkbox in the ticket form
Macros or placeholders for ticket fields
Unlimited File Attachment to ticket and reply. Manage allowed file types.
Rest APIs Support
Customizable Appearance to match up with your theme
Auto delete closed tickets
Premium Add-Ons :
Email Piping – The Email Piping extension in SupportCandy revolutionizes WordPress customer support by enabling users to create and respond to tickets directly from their email inboxes. This streamlines communication, eliminating the need for repeated website visits. With three piping methods, including Basic IMAP, Gmail and Microsoft Exchange.
WooCommerce Integration – The WooCommerce integration transforms customer support by seamlessly linking WooCommerce functionalities with the WordPress helpdesk plugin. Customers can effortlessly select orders and products within the ticket form, enhancing the assistance-seeking process. Agents gain a comprehensive view of customer order details, including order history and total spent, directly within the ticket. Add a support tab on the My Account page and a help button for orders.
Canned Reply – The Canned Reply extension streamlines customer support in the WordPress helpdesk plugin by enabling agents to save and quickly access frequently used responses. Agents can effortlessly store and organize multiple replies, utilizing macros for added versatility. With a simple click, agents can retrieve canned responses, eliminating the need to remember information each time and significantly saving time. The extension also allows administrators to create public canned responses for universal accessibility.
Assign Agent Rules – Assign Agent Rules extension simplifies agent assignment in the WordPress helpdesk plugin by automating the process based on predefined rules. Administrators set conditions and agents/agent groups for automatic assignment, eliminating the need for tedious manual assignments. When customers create tickets, the system matches conditions and assigns agents accordingly.
SLA (Service Lavel Agreement) – The SLA extension in SupportCandy’s helpdesk plugin ensures timely responses and resolutions for various ticket types within the WordPress ticketing system. It automates SLA calculations using pre-set policies, allowing administrators to effortlessly uphold commitments. Calculate the due date based on rules for tickets to match. The remaining time is shown in the ticket list if added SLA field to the ticket list and individual ticket.
Satisfaction Survey – Satisfaction Survey extension for the WordPress helpdesk plugin streamlines customer feedback collection and user ratings for each closed ticket. Administrators can set up survey emails with customizable rating options. Customers receive these surveys after a specified number of days from closing the ticket, providing valuable insights.
Automatic Close Tickets – Automatic Close Tickets extension automates the closure of inactive tickets in the WordPress ticketing system after a set period. Administrators can customize the closure criteria, including the number of days of inactivity and specific ticket statuses. The extension also facilitates customer engagement by sending warning emails before automatically closing tickets, ensuring a streamlined and organized workflow. This feature is valuable for efficiently managing and closing abandoned tickets while enhancing overall customer interaction within the helpdesk system.
Usergroup – Allow a group of users to access each other’s tickets.
Agentgoup – Agentgroups extension streamlines ticket management by allowing the creation of agent groups or teams within the WordPress helpdesk plugin. Supervisors oversee ticket assignments within these groups, ensuring an efficient workflow. Tickets can be assigned to agentgroups, and supervisors manage assignments to group members.
Schedule Tickets – Schedule Tickets allow administrators to effortlessly schedule recurring tickets for routine tasks. The system then automatically generates these tickets at the defined times, providing a streamlined approach to essential and repetitive processes. With versatile recurrence periods, customizable scheduling options, and the ability to set start and end dates, SupportCandy ensures comprehensive support for diverse ticketing needs.
Knowledgebase Integrations – Knowledgebase Integrations extend the capabilities of the WordPress helpdesk plugin, offering seamless integration with popular knowledge base tools. This powerful add-on enhances customer support by enabling agents to access and incorporate knowledge base content directly into their responses. By integrating with well-known plugins such as BetterDocs, Knowledgebase by UnboundStudio, and others, SupportCandy ensures a unified and efficient support system that empowers agents to leverage comprehensive documentation for swift issue resolution.
FAQ Integrations – SupportCandy integrates with popular FAQ plugins like Ultimate FAQ and Arconix FAQ, enhancing its helpdesk capabilities for efficient customer support.
Export Tickets – Export tickets to CSV format so you can use it for various purposes such as generating reports.
Reports – Reports extension is an essential tool for WordPress helpdesk, offering auto-generated reports for Ticket Statistics, Response Delays, Ticket Closing Delays, and more. These reports provide a quick and detailed overview of your customer support, helping you measure and enhance efficiency over different timeframes. With customizable filters, you can focus on specific aspects, such as satisfaction survey ratings and custom fields. This extension ensures that you can make informed decisions, optimize support processes, and monitor business performance effectively.
Timer – Timer extension simplifies time tracking in the ticketing system. Agents can log time effortlessly, enhancing task efficiency. With customizable features, including auto-start for new tickets, the extension provides transparency for customers through a dedicated widget. Streamlining time tracking, SupportCandy’s Timer ensures a seamless support experience.
Print Ticket – Print Ticket extension adds a print feature to individual tickets, allowing users to generate PDFs for a tangible record. Customize print pages with header, footer, and body templates, and enable/disable functionality as needed.
EDD Integration – Easy Digital Downloads (EDD) integration with SupportCandy enhances the ticketing system, allowing customers to select orders and products directly within the ticket form. Agents can seamlessly view customer orders within the ticket, providing a comprehensive support experience. With added custom fields for EDD Product and EDD Order, this integration streamlines the process, empowering agents to access and manage order details efficiently.
Gravity Forms Integration – Integrate Gravity Forms with SupportCandy to create multiple ticket forms effortlessly, providing versatile options beyond the default setup. Customize forms as needed, allowing customers to submit tickets seamlessly, while automated mappings ensure a smooth transition of field values into SupportCandy. This integration enhances the flexibility and functionality of your customer support.
Private Credentials – The Private Credentials extension in SupportCandy allows customers to securely share sensitive information within tickets, enhancing privacy. Encrypted storage ensures secure handling, with agents having controlled permissions for viewing, modifying, or automatically deleting credentials after ticket closure.
Slack Integration – Get instant notifications to your Slack Channel and respond directly from Slack thread reply.
Workflows – Workflows extension revolutionizes ticket management within the WordPress helpdesk plugin, offering a powerful automation solution. By leveraging triggers, conditions, and actions, users can automate critical aspects like ticket assignments and status updates. Whether through Automatic or Manual Workflow, SupportCandy provides a customizable solution to streamline support processes, enhancing efficiency and customer satisfaction. This extension unlocks unparalleled efficiency and productivity, transforming the way support workflows are managed.
Productivity Suite – Enhance your support team’s efficiency with the SupportCandy Productivity Suite, a powerful add-on designed to streamline ticket management and boost productivity.
LMS Integrations – Effortlessly integrate popular LMS (Learning Management System) plugins into SupportCandy with the LMS Integration add-on. This integration enhances the support process by allowing customers to specify a particular course or their course when creating a ticket. Agents can seamlessly access customer course details directly within the ticket, providing a more streamlined and efficient support experience. The supported LMS plugins include LifterLMS, Tutor LMS, and LearnPress LMS.
Email Marketing Tools Integration – Elevate customer engagement by effortlessly connecting SupportCandy with leading email marketing tools like MailChimp,GetResponse and Brevo. Subscribe users during registration or ticket creation, and personalize interactions with subscriber tags.
Webhooks – Webhooks deliver real-time notifications, ensuring you stay informed during critical support events, from new ticket creation to closures and agent assignments.
Examples areas of use :
Helpdesk
Technical Support
Trouble Ticket
Customer Relations
Software Release Lifecycle Management
Service Request Management
Company, Hotel or Real Estate Service-Desk
To-Do List Management
Available Translations :
Available in 20+ languages. Also compatible with popular translation plugins like WPML, Polylang, Loco Translate, etc.
* Arabic
* French (France)
* German (Germany)
* Dutch (Netherlands)
* Italian (Italy)
* Portuguese (Portugal)
* Spanish (Spain)
* Chinese (China)
* Chinese (Traditional)
* Russian
* Hebrew
* Greek
* Portuguese (Brazil)
* Turkish
* Swedish
* Hungerian
* Polish
* Persian
* Dutch (Belgium)
* Japanese
* Moroccan Arabic
* Czech
If you are a translator, you can get free access to all premium add-ons for a year in exchange for translating them into your language if it is not available already. We will renew the Premium subscription next year if you continue contributing to the translation. If interested, don’t hesitate to contact us via our support page.
各版本下載點
- 方法一：點下方版本號的連結下載 ZIP 檔案後，登入網站後台左側選單「外掛」的「安裝外掛」，然後選擇上方的「上傳外掛」，把下載回去的 ZIP 外掛打包檔案上傳上去安裝與啟用。
- 方法二：透過「安裝外掛」的畫面右方搜尋功能，搜尋外掛名稱「SupportCandy – Helpdesk & Customer Support Ticket System」來進行安裝。
（建議使用方法二，確保安裝的版本符合當前運作的 WordPress 環境。
2.3.1 | 3.0.0 | 3.0.1 | 3.0.2 | 3.0.3 | 3.0.4 | 3.0.5 | 3.0.6 | 3.0.7 | 3.0.8 | 3.0.9 | 3.1.0 | 3.1.1 | 3.1.2 | 3.1.3 | 3.1.4 | 3.1.5 | 3.1.6 | 3.1.7 | 3.1.8 | 3.1.9 | 3.2.0 | 3.2.1 | 3.2.2 | 3.2.3 | 3.2.4 | 3.2.5 | 3.2.6 | 3.2.7 | 3.2.8 | 3.2.9 | 3.3.0 | 3.3.1 | 3.3.2 | 3.3.3 | trunk |
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