Support Tickets
Support Tickets is a powerful addon for Ultimate Multisite that adds a comprehensive support ticket system 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 interface that makes it easy for customers to get help
- 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
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
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
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
- Works seamlessly with multisite network structure
- Extensible with hooks and filters
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 simply fill out the form and submit their request.
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 and responses. You have full control over allowed file types and size limits for security.
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
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.