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Let’s say you create a WordPress website, selling your products and services. Then there’s a chance you will have some customer inquiries with regards to your offerings. They will be scattered across emails and social media comments, which can feel quite overwhelming. That’s where the WordPress ticket systems come in.
These systems offer a centralized solution, transforming your website into a streamlined support hub. With the best ticket systems, customers can submit requests, track progress, and receive timely replies – all within a user-friendly interface. That’s why WordPress developers integrate these systems to ensure happier customers and a more efficient support workflow.
So what are the best WordPress ticket systems? And how do you install and set them up? That’s what we will discuss through this blog.
What is a WordPress Ticket System?
A WordPress Ticket System is a plugin that transforms your WordPress website into a dedicated helpdesk. It essentially creates a system for managing customer support inquiries in a centralized location.
With this system, customers don’t have to field questions through scattered emails, comments, or social media messages. They can just submit their requests through a dedicated form on your website.
This creates a record (or “ticket”) of the inquiry. So you can track its progress, assign it to the appropriate team member, and communicate effectively with the customer. That is all within the ticketing system itself.
How Does It Work?
Here’s how the WordPress ticket systems work.
- Customers submit tickets: Through a form on your website, customers can create new tickets detailing their issues or questions.
- Tickets are organized and tracked: All the inquiries are stored and categorized within the ticketing system, allowing you to prioritize and manage them efficiently.
- Communication is streamlined: Agents can collaborate on tickets, leave internal notes, and communicate directly with customers through the platform.
- Resolution is tracked: The status of each ticket is updated as it progresses, providing transparency for both you and the customer.
In essence, a WordPress Ticket System transforms your website into a self-service portal for customer support. That helps improve communication and streamlining your workflow.
Want to implement the best support system for your WordPress website?
Best WordPress Ticket Systems
These systems are meant to ensure seamless customer support and help desk operations. They structure the management, tracking and resolution of customer inquiries and issues. Here are a few of the best ticket systems for WordPress websites.
WordPress Advanced Ticket System
A feature-rich plugin catering to businesses of all sizes. WATS offers functionalities like multi-agent collaboration, customizable ticket forms, and even premium options for guest user submissions and email ticketing. This makes it a good choice for businesses seeking a comprehensive in-house solution with scalability.
Key Features
- Customizable Ticket Forms: Create and customize ticket submission forms.
- Automated Ticket Assignment: Automatically assign tickets to specific agents based on rules.
- Email Notifications: Send automated email notifications to both customers and agents.
- File Attachments: Allow users to attach files to their tickets.
- Ticket Status and Priority: Track the status and priority of each ticket.
Pricing: Plugin available for free. Premium version at 50€.
Zendesk
A powerful cloud-based solution that integrates seamlessly with WordPress. Zendesk goes beyond just ticketing, encompassing a wider range of customer support features like live chat and knowledge base management. This comprehensive approach makes it ideal for larger businesses or those needing a unified support platform.
However, Zendesk comes with a subscription fee, so it’s important to consider your budget.
Key Features
- Multi-Channel Support: Manage tickets from email, chat, phone, and social media.
- Automations and Triggers: Set up automated workflows for ticket assignment, escalation, and responses.
- Knowledge Base: Integrated help center and knowledge base for self-service support.
- Reporting and Analytics: Detailed analytics and reporting tools to track performance.
- Customization: Highly customizable with various themes and add-ons.
Pricing: Available with the Zendesk Suite starting from $55.
JS Help Desk
This user-friendly plugin focuses on simplicity and ease of use. JS Help Desk is a great fit for small businesses or those new to ticketing systems. It offers a streamlined interface for managing support requests, making it easy to get up and running quickly. However, JS Help Desk might lack some advanced features for complex workflows.
Key Features
- Easy Integration: Seamlessly integrates with WordPress.
- User-friendly Interface: Simple and intuitive interface for both agents and customers.
- Email Piping: Convert emails into tickets automatically.
- Custom Fields: Add custom fields to ticket forms to capture specific information.
- Attachments and File Sharing: Support for file attachments in tickets.
Pricing: Plugin available for free.
SupportCandy
A feature-rich plugin with a focus on customization. SupportCandy allows you to tailor the ticketing experience for both customers and agents. This flexibility makes it a good choice for businesses with specific workflows or branding requirements.
SupportCandy offers a free version with basic features, but premium plans unlock advanced functionalities like canned responses and reporting tools.
Key Features
- Unlimited Tickets: No restrictions on the number of tickets you can create and manage.
- Custom Ticket Fields: Add custom fields to capture additional information.
- Agent Notifications: Automated email notifications for agents.
- Knowledge Base Integration: Create and integrate a knowledge base for self-service.
- GDPR Compliance: Features to help comply with GDPR regulations.
Pricing: Free plugin available. Paid versions start from $79 per year.
LiveAgent
Known for its omnichannel capabilities, LiveAgent goes beyond just ticketing. It offers a unified inbox for managing inquiries from various sources, including live chat, social media, and even phone calls (depending on the plan).
LiveAgent is well-suited for businesses needing a comprehensive support solution that handles multiple communication channels. Similar to Zendesk, it’s a cloud-based service with subscription fees.
Key Features
- Multi-Channel Ticketing: Manage tickets from email, chat, phone, and social media.
- Real-Time Live Chat: Integrated live chat functionality.
- Customer Portal: Self-service portal with a knowledge base and community forums.
- Automation Rules: Set up rules for ticket routing, SLA compliance, and automated responses.
- Reporting and Analytics: Comprehensive reporting tools for performance tracking.
Pricing: Starts from $9 per agent.
UVdesk
A cloud-based ticketing system that integrates with WordPress. UVdesk provides features like agent collaboration tools, reporting dashboards, and automation capabilities. This makes it a strong option for growing businesses looking for a scalable ticketing solution with features to streamline their workflow.
UVdesk offers a free plan with limited features, with paid plans unlocking advanced functionalities like SLA management and multi-brand support.
Key Features
- Customizable Ticket Forms: Create custom forms for ticket submission.
- Automated Workflows: Automation rules for ticket assignment and escalation.
- Multi-language Support: Support for multiple languages.
- Knowledge Base: Integrated knowledge base for self-service support.
- Team Collaboration: Tools for internal team collaboration on tickets.
Pricing: Free version available. Paid version starts from $22 per month.
Awesome Support
A popular freemium plugin offering a good balance of features and affordability. Awesome Support includes unlimited tickets, agents, and departments in its free version, making it attractive for small businesses starting out with ticketing systems.
However, advanced features like SLAs and automation require upgrading to premium plans. This freemium model allows businesses to test the waters before committing to a paid solution.
Key Features
- Customizable Ticket Forms: Highly customizable ticket submission forms.
- Automated Ticket Management: Automation for ticket assignment and workflow management.
- Email Notifications: Automated email notifications for both customers and agents.
- File Attachments: Support for file attachments in tickets.
- Reporting and Analytics: Basic reporting tools to track ticket resolution and performance.
Pricing: Starts from $149 per year.
These are just a few ticket systems for WordPress websites. You can select between them based on factors like team size and support volume, workflow requirements, technical expertise, budget, and more. Or you can leave the ticketing functionality to the WordPress development company. They will analyze your website and integrate the best ticket system accordingly.
How to Set Up WordPress Ticket System?
One of the reasons WordPress is the best CMS is its plugins. WordPress plugins can help take care of a variety of functionalities, from SEO to eCommerce, and even ticket systems. Although there are several programs available for ticket systems, the plugin options are efficient and effective to implement. So for this process, we’ll focus on the plugins.
Step 1: Log in to the WordPress admin dashboard and install the plugin.
Step 2: After the installation, you need to configure the ticketing system. Most of them will have their own dedicated settings page within your WordPress dashboard. These settings may involve:
- Creating ticket categories (e.g., Billing, Technical Issues)
- Setting up email notifications for customers and agents
- Configuring automated responses
- Defining agent roles and permissions (if applicable)
- Integrating with other tools (if offered by the plugin)
Step 3: Some ticketing systems provide shortcodes or widgets to embed a ticket submission form on your website. Place the form on a dedicated support page or strategically throughout your website (e.g., knowledge base articles).
Step 4: Once configured, submit a test ticket through the form to ensure everything is functioning properly. Familiarize yourself with the agent interface for managing and responding to tickets.
If you want custom functionalities with your ticketing system plugin, opt for our WordPress plugin development services.
FAQs on WordPress Ticket Systems
Conclusion
By implementing a WordPress Ticket System, you can transform your website into a professional and efficient support hub. These systems offer a centralized platform for managing customer inquiries, streamlining communication, and ensuring timely resolutions.
Remember, the “best” system depends on your unique needs. Consider your team size, budget, and desired features to make an informed choice. Many ticketing systems offer freemium plans or free trials, allowing you to experiment and find the perfect fit.
If you want more advanced functionalities on your website, consult with our WordPress professionals today!
