IT Helpdesk & Knowledge Base
Ticketing and a searchable knowledge base in one plugin, so the same question stops arriving every week.
What it does
Assignment, priority, status, internal notes and a full history per ticket.
Suggests knowledge-base articles as the user types, before the ticket is raised.
Categorised, searchable, with helpful/unhelpful feedback per article.
First response and resolution targets, with a warning before a breach.
Replies by email land on the ticket rather than in someone's inbox.
Volume, resolution time, and which articles are preventing the most tickets.
Support email works until it does not. Two people reply to the same message, something gets missed for a fortnight, and nobody can tell you how long a typical request takes to resolve.
This gives you a proper ticket queue with assignment, statuses, internal notes and SLA timers, plus a knowledge base that suggests relevant articles while someone is typing their question. A good chunk of tickets never get submitted, because the answer appeared before they finished writing.
Specifications
| Requires | WordPress 6.0+, PHP 7.4+ |
|---|---|
| Agents | Unlimited |
| IMAP in, SMTP out | |
| Reporting | Per agent, per category, per period |
Questions about this product
Can customers raise tickets without an account?
Yes, by email address, with a magic link to view the thread.
Does it need a separate mailbox?
One is recommended, so that support mail does not mix with general mail.