HelpPress Tickets

A ticketing system extension for the HelpPress Knowledge Base plugin.

Description

HelpPress Tickets extends the popular HelpPress Knowledge Base plugin with a ticketing system. It allows your users to submit support tickets, track their status, and enables your support team to manage tickets efficiently.

Features

• User Ticket Submission: Logged-in users can submit support tickets with detailed information.
• Ticket Management: View, respond to, and manage tickets through a clean, intuitive interface.
• Admin Dashboard: Comprehensive admin view with filtering and sorting options.
• Knowledge Base Integration: Convert resolved tickets to knowledge base articles for future reference.
• Custom Statuses: Track tickets through their lifecycle with custom statuses (Open, In Progress, Resolved, Closed).
• Priority Levels: Classify tickets by priority (Low, Medium, High, Urgent).
• File Attachments: Support for file attachments on tickets.
• Email Notifications: Automatic email notifications for ticket updates.
• Status Checking: Allow users to check ticket status without logging in.
• Customizable: Fully customizable with hooks and filters.

Installation

1. Upload the helppress-tickets folder to the /wp-content/plugins/ directory
2. Ensure HelpPress plugin is installed and activated
3. Activate the HelpPress Tickets plugin through the 'Plugins' menu in WordPress
4. Configure the plugin via HelpPress > Settings > Support Tickets

Requirements

• WordPress 5.0 or higher
• PHP 7.0 or higher
• HelpPress plugin (latest version recommended)

Usage

Shortcodes

HelpPress Tickets provides 5 main shortcodes:

1. [helppress_submit_ticket] - Displays the ticket submission form.
2. [helppress_edit_ticket] - Displays the ticket submission form.
3. [helppress_ticket_list] - Shows a list of the current user's tickets.
4. [helppress_admin_ticket_list] - Displays an admin view of all tickets (only visible to users with appropriate permissions).
5. [helppress_single_ticket] - Shows details of a single ticket.
6. [helppress_check_status] - Provides a form to check ticket status without logging in.

Example Usage

Creating a Support Ticket Page

1. Create a new page called "Submit a Ticket"
2. Add the shortcode: [helppress_submit_ticket]
3. Publish the page

Creating Edit Ticket Page

1. Create a new page called "Edit Ticket"
2. Add the shortcode: [helppress_edit_ticket]
3. Publish the page

Creating a My Tickets Page

1. Create a new page called "My Tickets"
2. Add the shortcode: [helppress_ticket_list]
3. Publish the page

Creating an Admin Tickets Dashboard

1. Create a new page called "Ticket Management"
2. Add the shortcode: [helppress_admin_ticket_list]
3. Publish the page (only admins will see the full functionality)

Setting Up the Ticket Viewing Page

1. Create a new page called "View Ticket"
2. Add the shortcode: [helppress_single_ticket]
3. Publish the page

Adding a Ticket Status Checker

1. Add the shortcode [helppress_check_status] to any page
2. Users can now check their ticket status without logging in

Frequently Asked Questions

Can I customize the ticket form fields?

Yes, you can use filters to customize the form fields. See the documentation for examples.

How does the KB conversion work?

When a ticket is resolved, admins can convert it to a knowledge base article. The ticket title becomes the article title, and the ticket content plus any support responses become the article content.

Does it work with my theme?

The plugin is designed to work with any properly coded WordPress theme. It uses Bootstrap 5 for styling to ensure compatibility and responsive design.

License

This plugin is licensed under the GPL v2 or later.

Credits

Developed by Jessica and Claude AI

Changelog

1.0.0

• Initial release