Discussion on Quip Support - Ultimate Help Desk Solution

QuipCode

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11 comments found.

Just a couple of pre-sales questions!

1: Does a user have to be logged in to create a new ticket?

2: Can tickets be created by user sending email?

Thanks!

Hi,

Yes the plugin is built into the WordPress user system so the user that is logged in will be able to create support tickets.

No tickets are created by sending email I’m afraid, that’s not something easily done in WordPress unfortunately.

Any more questions please let us know,

QuipCode

Hello,

Is it easy to translate?

I need to translate it into French.

Thanks for your help

Hi,

Quip Support wasn’t designed with translation in mind I’m afraid sorry. If we get a lot of requests for translation we will put it in an update.

Regards,

QuipCode

I would be interested aswel when there is option to translate frontend.

Hi there,

We currently don’t have any plans to translate this plugin, sorry about that!

Regards

QuipCode

I liked this plugin as it has its own knowledge base.

I have a very complex website and currently using some 60 plugins in my website. What is the compatibility with other plugins? (as it is a new plugin, I am skeptic about its compatibility before purchase).

Also some of the essential features I am looking for are:

1) Email Piping 2) Knowledge Base looks: http://codecanyon.net/item/knowledge-base-helpdesk-wiki-wordpress-plugin/full_screen_preview/5758910 3) Can a user see all the request created by him in frontend?

All the best :)

Hi there,

Well, this plugin is written in a self-contained way and doesn’t use any features that should clash with other plugins. However, we can’t promise how well written other plugins are – as you know there are a lot of low quality ones out there and you never know what they can break!

If there are any conflict issues when you install our plugin we will take a look and do our best to fix them anyway. Generally it will be another plugin with Javascript errors or something like that.

Email piping is a tough one with WordPress plugins but it’s something we’ve been looking into. It’s not going to happen quickly unfortunately.

The knowledge base we include will take on the current theme you have installed so it probably won’t ever look like the image you linked unless you install a theme like that.

A user can see all their requests yes, they receive a link for each new ticket they create and the link takes them to a front-end viewable status page where the user can also send more messages and see your responses.

Hope that helps,

QuipCode

HelloI have a question – I have created a Support Agent and assigned a ticket to him. I want him to see only the tickets assigned to him and not all tickets. For example I have 4 agents and I assign tickets to individual agents but I don’t want the agents to see all tickets except the tickets that are assigned to him. How to achieve this. Currently the logged in Support Agent (user role) can see all tickets irregardless of his assignment. Please help.

Hi there,

Currently the roles defined in the system mean that anyone assigned as a support agent can see all support tickets. I appreciate that this doesn’t exactly work for your use case and we’ll look into ways of making this better. But for now I’m afraid it doesn’t work the way you want. Sorry about that.

QuipCode

1) is it possible to create departments and assings agents to those departments and to choose the deparment in the ticket? 2) is it possible to customize the ticket form?

Hi there,

Unfortunately no, there are no departments or similar. Also the ticket form isn’t customizable at the moment, perhaps a future update.

Regards,

QuipCode

Hello, I just buy it but I also just realise that the user need to be logged to write a ticket, and I didnt know that. It’s possible to write ticket without login ? If not I need to find another plugin, can I be refund ? thank you very much

Hi there,

Users can create tickets without being logged in, you must put the shortcode onto a public page for creating a ticket.

Happy to assist with a refund though. Please use the request refund option from your CodeCanyon account and I will take care of it.

Regards,

QuipCode

Hello,

I put it one this public page: https://www.hypno360.com/pour-nous-contacter/ but user need to login, what is the problem ? Thank you

Hi there,

I’m sorry, I misunderstood you. Yes, you will need to log in to create a ticket on that form, sorry for the misunderstanding!

Regards,

QuipCode

Congratulations! Good luck with your sales ;)

Thanks! :)

Pre sale question? Will this plugin allow me to use custom statuses for ticket updates? also will each client automatically be notified of ticket updates?

Hi there,

There are no custom statuses just the ones included. Clients will be notified when a ticket changes yes.

Hope that helps,

QuipCode

Hello

What a great product!
Pre-purchase question. Is it possible to set knowledge base “private”? So only registered users can view all knowledge base or tutorials.

Best regards!

Hi there,

Thanks! So, that feature is not built in to Quip Support however there are lots of other plugins that allow you to set pages to be private and Quip Support will work alongside those. All you’d need to do is mark the page with the knowledge base shortcode as private and it would work as you need.

Hope that helps,

QuipCode

Great! Thanks for the answers. Just bought it :)
(With my other account)

A question, how to auto assign created ticket to customer service? <bt> This is important, because when user create a ticket, I’ll need a notif email send to the customer service.

Hi there,

There isn’t currently an option to automatically assign new tickets to a specific customer service agent but it’s a great idea! Will add it to the list of things to add in our updates.

Thanks,

QuipCode

Hello

Thanks for your reply :-)

I just sent a message through your profile, I need an urgent help.

Best regards!

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