Support Candy

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Agent Roles And Capabilities

You can create multiple roles in your support system. The Administrator and Agent roles are added by default. You can add other roles like Supervisor, Manager, etc with different capabilities. You can add new roles at Dashboard > Support > Support Agents > Agent Roles setting. You can give the following permissions(capabilities) to an agent role. Ticket...

Ticket Notifications

Ticket notifications means email notifications sent for ticket events such as create ticket, reply ticket, change status, etc. SupportCandy adds few notifications while installation but most probably you may need to change or add more notifications. Below are details of all options available in notification setup: Title It is the label to show in the...

General Setting

You will find this setting at Dashboard -> Support -> Settings -> General. Below are the settings available: Support Page Create a page for support which has shortcode if not created. Just select that page in this setting. Default ticket status It is a ticket status that will be automatically assigned  to a newly created ticket....

Ticket Categories

You will find this setting at Dashboard -> Support -> Settings ->Ticket Categories.  Below are settings available: This setting will allow you to manage ticket categories i.e. you can add new category name, edit or delete it as well as can sort it in your own order.

Ticket Status

You will find this setting at Dashboard -> Support -> Settings ->Ticket Statuses. Below are settings available: When plugin is activated, 4 status namely Open, Awaiting customer reply, Awaiting agent reply, Closed are added by default. This setting will allow you to manage ticket status i.e. you can add new status along with its text color...

Ticket Priority

You will find this setting at Dashboard -> Support -> Settings -> Ticket Priorities. Below are settings available: When plugin is activated, three priorities namely Low, Medium, High are added by default. This setting will allow you to manage ticket priority i.e. you can add new priority along with its text color and background color, edit...

Open Ticket Widget

You will find this setting at Dashboard -> Support -> Settings ->Open Ticket Widget. Below are settings available: This setting will allow you to manage ticket widget that are displayed at sidebar of ticket. It will allow you to edit widget title, widget type i.e. if set enable, it will show ticket widget in ticket and...

Thank You Page

You will find this setting at Dashboard -> Support -> Settings ->Thank You Page.  Below are settings available: Thank you text It is text that is displayed on a thank you page after ticket is created. Thank you page redirect url In case, if you want to show your custom thank you page than you can...

Terms and Conditions

You will find this setting at Dashboard -> Support -> Settings ->Term & Conditions & GDPR. Below are settings available: This setting will allow you to enable or disable the terms and conditions in ticket form. If set “Enable”, it will show terms and conditions in a create ticket form. Also, it allows you to set terms...

GDPR and Personal Data Retention

You will find this setting at Dashboard -> Support -> Settings ->Term & Conditions & GDPR. Below are settings available: This setting will allow you to enable or disable GDPR condition in create ticket page. If set enable, it will show text on page set in GDPR setting. We refer Name and Email Address as personal data...

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