Support Tickets
Support Tickets is a powerful addon for Ultimate Multisite that adds a comprehensive support desk and live chat experience to your WordPress network. Perfect for SaaS platforms, WaaS (Website as a Service) providers, and multisite networks that need to provide customer support at both the network and individual site levels.
Why Choose Support Tickets?
- Multi-Level Support: Network admins handle network-wide tickets while site owners manage their own customer support
- Professional Workflow: Complete ticket lifecycle management with priorities, statuses, and assignments
- Customer Experience: Beautiful, responsive ticket and live chat interfaces that make it easy for customers to get help
- Live Support Chat: Chat widget, launcher button, realtime sidecar support, and ticket fallback for offline or after-hours requests
- Secure & Reliable: Built with WordPress security best practices and optimized database performance
- Seamless Integration: Works perfectly with Ultimate Multisite's customer and site management
Key Features
Complete Ticket Management
- Unique ticket numbering system for easy reference
- Configurable priority levels (Low, Normal, High, Critical)
- Comprehensive status workflow (Open, In Progress, Waiting, Resolved, Closed)
- Ticket categorization (General, Technical, Billing, Feature Request, Bug Report)
- Assign tickets to support agents with optional auto-assignment
Threaded Conversations
- Full conversation threading for ticket replies
- Distinct styling for staff and customer responses
- Private staff notes that customers can't see
- Real-time AJAX-powered interface
- Modern text editor with formatting options
Live Support Chat
- Customer chat widget with an embeddable launcher button
- Realtime sidecar transport for active conversations
- Automatic ticket fallback when realtime chat is unavailable, agents are offline, or the request needs follow-up
- Support availability handling for online, offline, and business-hours states
- Typing indicators so customers and agents can see when the other side is responding
- Page context capture so agents can see where the customer asked for help
- Chat follow-up delivery for customers who leave before the issue is resolved
File Attachments
- Secure file upload with drag-and-drop support
- Configurable file type and size restrictions
- Advanced security with malicious file detection
- Protected downloads with access controls
- Live chat attachments with safer thumbnail rendering for image previews
Smart Notifications
- Automatic email alerts for new tickets, replies, and status changes
- Customizable email templates
- Role-based notifications for staff and customers
- Dynamic template variables for personalized messages
Powerful Admin Interface
- Advanced ticket list with sorting and filtering
- Quick edit for status, priority, and assignments
- Bulk actions for efficient management
- Statistics dashboard with performance metrics
- Comprehensive settings panel
Agent Chat Console
- Inbox triage for active, waiting, assigned, and resolved chat sessions
- Session search and filters for customer, site, status, assignment, and date ranges
- Customer and session metadata including page context, site, contact details, and conversation history
- Canned replies for common support answers
- Agent alerts for new sessions, replies, assignments, and SLA-sensitive activity
- Satisfaction ratings captured after chat resolution
- SLA metrics for first response, wait time, resolution time, and queue performance
- Business-hours handling so teams can route off-hours conversations to ticket follow-up
- Agent time logging for reporting and support workload analysis
Beautiful Customer Portal
- Clean, responsive interface on all devices
- Mobile-first design
- Advanced search and filtering
- Modern editor with formatting toolbar
- Easy-to-use ticket submission forms
Flexible Integration
- Use shortcodes or Ultimate Multisite UI elements
- Display ticket forms and lists anywhere on your site
- Add the chat launcher to customer-facing pages where live support should be available
- Works seamlessly with multisite network structure
- Extensible with hooks and filters
Live Chat Workflow
The live chat workflow starts with the customer-facing launcher. When support is available, customers can open the widget, send a message, attach files, and continue the conversation in realtime. Agents receive the session in the chat console with customer metadata, page context, typing indicators, and the full message history.
If realtime chat is not available, the addon falls back to a ticket so the request is not lost. This fallback is also useful outside business hours, when agents mark themselves unavailable, or when a conversation requires longer follow-up. Attachments are stored with the conversation and thumbnails are rendered defensively to reduce preview risk.
Agent Chat Console Workflow
Agents use the console to triage incoming sessions, search previous conversations, filter by status or assignment, and review customer/session metadata before replying. Canned replies speed up common answers, while alerts highlight new messages, assignments, and SLA-sensitive conversations.
After a session is resolved, teams can capture satisfaction ratings and time logs. Managers can review SLA metrics such as first response time, wait time, resolution time, and business-hours coverage to understand support performance across the network.
Perfect For
- SaaS platforms needing customer support
- WaaS providers managing multiple client sites
- Membership sites with tiered support
- Network administrators managing multiple brands
- Site owners providing customer service
Installation
- Ensure Ultimate Multisite plugin is installed and activated on your WordPress network
- Upload the addon files to your
/wp-content/plugins/directory - Network activate the plugin through the 'Plugins' menu in WordPress
- Navigate to Network Admin > Support Tickets to configure your settings
Frequently Asked Questions
Does this require Ultimate Multisite?
Yes, this addon requires Ultimate Multisite to be installed and active. It integrates deeply with Ultimate Multisite's customer and site management features.
Can site owners handle their own customer support?
Absolutely! Site owners can use the ticket system to provide support to their own customers, while network admins can handle network-wide support tickets.
How do customers submit tickets?
You can add ticket submission forms anywhere on your site using shortcodes or Ultimate Multisite UI elements. Customers can also start from the live chat launcher when chat is enabled. If agents are unavailable, the chat request can fall back to a ticket for follow-up.
Does it include live chat?
Yes. Version 1.1.0 adds a customer chat widget, launcher button, realtime sidecar support, support availability, typing indicators, page context, attachments, and ticket fallback for offline or after-hours requests.
What can agents do in the chat console?
Agents can triage live sessions, search and filter conversations, review customer and session metadata, use canned replies, receive alerts, record satisfaction ratings, track SLA metrics, respect business-hours routing, and log time spent on support work.
Can I customize the ticket statuses and priorities?
Yes! You can fully customize priority levels, statuses, and ticket types in the network admin settings to match your support workflow.
Does it support file attachments?
Yes, both customers and staff can attach files to tickets, responses, and live chat messages. You have full control over allowed file types and size limits for security. Chat image previews use safer thumbnail rendering.
How are notifications handled?
The system automatically sends email notifications for new tickets, replies, and status changes. You can customize all email templates in the settings.
Can I assign tickets to specific support agents?
Yes, you can manually assign tickets to agents or enable auto-assignment to distribute tickets automatically.
Are there private notes for staff?
Yes, staff members can add private replies that are only visible to other staff members, not to customers.
Is it mobile-friendly?
Absolutely! The entire interface is built with a mobile-first approach and works beautifully on all devices.
Can I display ticket lists and forms using shortcodes?
Yes! Available shortcodes:
[wu_support_tickets]- Display customer ticket list[wu_support_ticket_form]- Display new ticket submission form[wu_support_ticket_view ticket_id="123"]- Display specific ticket[wu_support_chat_widget]- Display the live chat widget[wu_support_chat_button]- Display a launcher button that opens the live chat widget
What file types can be uploaded?
You can configure allowed file types in the settings. The system includes advanced security scanning to protect against malicious files.
Can I export ticket data?
Yes, the addon includes export capabilities for ticket data and statistics.