Installation & Activation
The plugin activates in seconds. On first load it creates the replies database table and registers the Support Agent role automatically.
Upload Plugin
Go to Plugins → Add New → Upload Plugin, select wp-support-tickets.zip and click Install Now.
Activate
Click Activate Plugin. Creates wp_wsts_replies table and registers the Support Agent role.
Configure
Go to Support → Settings. Set Agent Email, Slack Webhook URL, and SLA hours per priority.
Add Shortcodes
Add [support_ticket_form] to your support page and [my_tickets] to a customer account page.
Core Features
Everything you need to run a helpdesk — built entirely on WordPress APIs.
Custom Post Statuses
Four ticket statuses: Open → In Progress → Resolved → Closed. Each registered with WordPress register_post_status().
SLA Deadlines
Auto-calculated on submission: Critical 2h, High 8h, Normal 24h. Overdue tickets turn red in the admin list.
Slack Notifications
Rich webhook payloads with priority emoji, subject, customer email, and a direct "View Ticket" button.
Support Agent Role
Custom WordPress role with manage_tickets, reply_ticket, and close_ticket capabilities.
Private Notes
Agents can add internal notes visible only to other agents — never shown to the customer.
Departments
Optional ticket routing taxonomy. Departments appear as a dropdown in the submission form automatically.
Ticket Status Badges
Color-coded status badges shown in the customer portal and admin list.
Shortcodes & REST API
Ticket Submission Form
Renders the support form. Guests see Name + Email fields. Logged-in users use their account details automatically.
Customer Ticket History
Shows the logged-in customer's tickets in a table. Non-logged-in users see a login prompt.
| Attribute | Default | Description |
|---|---|---|
title | "Submit a Support Ticket" | Heading shown above the form. |
REST API Endpoints
| Method | Endpoint | Auth | Description |
|---|---|---|---|
GET | /wp-support-tickets/v1/tickets | Agent | List tickets. Filter by status, per_page. |
GET | /wp-support-tickets/v1/tickets/{id} | Owner/Agent | Single ticket with reply thread. |
PATCH | /wp-support-tickets/v1/tickets/{id}/status | Agent | Update ticket status. |
SLA Configuration
| Priority | Default SLA Hours | Configure At |
|---|---|---|
| Normal | 24 hours | Support → Settings → SLA Normal |
| High | 8 hours | Support → Settings → SLA High |
| Critical | 2 hours | Support → Settings → SLA Critical |