Code

TotalDesk

TotalDesk

The All in One WP Helpdesk Solution

TotalDesk is the only all in one helpdesk solution for WordPress. Including a ticket- & notification system, livechat, knowledge base, report and integration module it contains all support features, that you need. Get rid of single helpdesk plugins and get TotalDesk!

HelpDesk Features

  • Ticket System
    • 3 Differnt New Tickt Forms
    • Inbox Fetching
    • 2 Roles: Agent & Reporter
    • My Tickets Page
    • Set default values for new tickets
    • Set own ticket Status
    • Set custom ticket Types
    • Set custom ticket Project / Systems
    • Attachment Support
    • Inform Agents in Notifications
    • HTML WYSIWIG Comment Form
    • Saved replies
    • Logging / History system
    • XLS export
    • Reporters & Agents can reply to Email
    • Ticket Overview (assigned to, status in colors)
    • Set Inbox Archieve Folder
  • Notifications
    • Email Notifications
    • Desktop Notifications
    • Slack Notifications
    • Notify when a ticket has been created
    • Notify when someone replied
    • Notify when a status has changed
    • Notify when an agent has ben assigned
  • Livechat
    • Start a chat with a new subject (new ticket)
    • Enter a chat with a given ticket ID
    • Send a message (new ticket) when no agent is online
    • Every chat conversation will be saved
  • Knowledge Base
    • Create a FAQ based on a ticket
    • Group FAQs into topics
    • Set custom Icons for Topics
    • Live search for FAQs
    • Track FAQ views
    • 3 Built in widgets
    • Order FAQs by View / Popularity
    • 2 Layouts (boxed, list)
  • Reports
    • Tickets By Agent
    • Tickets By Status
    • Tickets By Type
    • Tickets By System
    • Tickets By Year
    • Tickets By Month
    • Tickets By Year & Month
  • Integrations
    • WooCommerce
    • Envato
    • Slack
  • Well Documentented

Compatibility

  • WordPress 3.8.1+
  • PHP 5.4+
  • WPML Support
  • WooCommerce 3.1

Changelog

======
1.5.3
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- NEW:  Shortcode for FAQ Search
        [[faq_search]]

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1.5.2
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- FIX:    Finished RU Translations
- FIX:    Chat on Mobile to near on the left

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1.5.1
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- NEW:  Russian Translation added
        If you have any other languages translated please send to us
- FIX:  IE11 Bug with JS
- FIX:  Missing Translations
- FIX:  Cleaned up translations files

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1.5.0
======
- NEW:    Welcome Livechat 2.0
        - Watch Demo Video: https://youtu.be/g48IW8Qe2JM
        - Improved Design
        - New Frontend
        - New Backend for agents
        - Attachment upload possible
- NEW:    Hide Livechat when agents offline
- NEW:    Allow Attachments in Livechat
- NEW:  Filter wordpress_helpdesk_livechat_allowed
- NEW:  Added Lightbox feature for Comment Attachments

======
1.4.8
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- FIX:    JS Gallery Error
- FIX:    WPML issue with FAQ Widgets

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1.4.7
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- FIX:  Agent could not be updated

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1.4.6
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- FIX:  Tax Meta Class Updated

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1.4.5
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- NEW:  Set department, type or priorty for ticket shortcode
        Example: [new_ticket departments="24,25,17" priorities="30" types="12"]
- FIX:  Updated Translations

======
1.4.4
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- NEW:    Private Notes
        Add private Notes for ticktes inside the backend
- NEW:  Add Media Files inside Replies in Comments
- FIX:  Code Improvements
- FIX:  Translations for Default Departments

======
1.4.3
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- NEW:     Assign default agents by Departments 
        Settings > Defaults
- NEW:  FAQ Search Term Tracking (term, search counts, articles found)        
        See: wp-admin/edit.php?post_type=ticket&page=helpdesk-faq-terms
- NEW:  Merge Tickets 
        See: Single Edit Ticket in WP-admin sidebar bottom
- FIX:  Default post set fix
- FIX:     Reporter user check removed as it caused issues with INBOX

======
1.4.2
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- NEW: Added German Translation (status 15%)
- NEW: Added Spanish Translation (status 26%)
- FIX: translation files updated
- FIX: Ticket string not translated

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1.4.1
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- FIX:  Only show agents, admins and shop managers in agent list
- FIX:  Responsive My Tickets Page

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1.4.0
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- FIX:  Translation for account not created

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1.3.9
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- FIX:  Envato purchase code validation

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1.3.8
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- NEW:     Added two new actions for the new ticket form:
        wordpress_helpdesk_before_new_ticket_form
        wordpress_helpdesk_after_new_ticket_form
- NEW:  Added French Translation

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1.3.7
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- FIX:  Updated translations

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1.3.6
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- NEW:  New ticket message field now supports the WSYIG editor

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1.3.5
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- FIX:  Issue where ticket comment form influenced other comment form

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1.3.4
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- FIX:  Admin CSS issue

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1.3.3
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- NEW:  Topic Widget for Sidebar
- NEW:  FAQ for WPMl Translation: 
        https://plugins.db-dzine.com/helpdesk/documentation/faq/can-translate-plugin-wpml/
- FIX:  Missing div in form shortcode
- FIX:  My Tickets page on WooCommerce account page
- FIX:  Product support in WPML environment showed all products
- FIX:  custom WooCommerce order subjects filter did not work

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1.3.2
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- NEW:  Moved type / Project directly under Department
- NEW:  Created a back to my tickets button on new / view single ticket pages
- FIX:  WooCommerce form was not 100% width

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1.3.1
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- NEW:  Sidebar for my_tickets and knowledge_base now displays 
        automatically. This has been done, because not all themes
        are able to select a custom sidebar for only 1 page
- NEW:  Set a sidebar display option (none, only on FAQ OR only on Ticket pages, both)
- NEW:  Option to disable the sending of login credentials for new users
- NEW:  Hide FAQ topics for not logged in users
- FIX:  Fix where attachments file select showed up even it was disabled

======
1.3.0
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- NEW:  IP check for FAQ likes / dislikes to avoid double votes

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1.2.9
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- FIX:  User exists not triggers an error to login
        This prevents users to create tickets for 
        other users
- FIX:  Added livechat texts to WPML config

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1.2.8
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- NEW:  Livechat guest ticket option readded
- NEW:  Livechat restyled 
        Differnet text align and background color between reporters & agents
- NEW:  The following Livechat texts can be set in the admin panel:
        Live Chat Title
        Live Chat Welcome Text
        Live Chat No Agents Online Text
        Live Chat Button Text
- FIX:  Livechat Integrations moved to Integrations Section

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1.2.7
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- FIX: FAQ issue
- FIX: IMAP fetching
- FIX: Dashboard PHP Notice

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1.2.6
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- FIX: FAQ Ajax showed the same excerpt

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1.2.5
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NEW: Crisp Live Chat Integration
     Learn more here: https://crisp.chat/en/
NEW: PureChat Live Chat Integration
     Learn more here: https://www.purechat.com/
NEW: Chatra Live Chat Integration
     Learn more here: https://chatra.io

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1.2.4
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- NEW:  Set a default priority
- NEW:  Show priority in forms for reporters
- NEW:  Priorities now in export
- NEW:  Tickets by priority added to reports
- NEW:  Tickets by Source added to reports
- NEW:  Small layout review of reports page
- NEW:  Added a row for grouping in Ticket-Export Excel file
- FIX:  Attachments were not assigned
- FIX:  Missing Translations

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1.2.3
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- FIX:  Removed Cron after disabling Inbox

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1.2.2
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- NEW:  PHP IMAP Extension Check
- FIX:  Missing translation & POT file updated
- FIX:  Removed livechat for guest users 

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1.2.1
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- FIX:  Added missing translation strings

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1.2.0
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- NEW:  Support Rating Feedback
        Ask reporters for Support feedback after a ticket has been solved
        See settings > Support Rating
        Rating Email: https://plugins.db-dzine.com/helpdesk/wp-content/uploads/sites/5/2017/10/support-rating-email.png
        Support Feedback: https://plugins.db-dzine.com/helpdesk/wp-content/uploads/sites/5/2017/10/support-rating-feedback.png
        Rating Overview: https://plugins.db-dzine.com/helpdesk/wp-content/uploads/sites/5/2017/10/support-rating-overview.png
- NEW:  2 x New Report charts: 
        Tickets by Reporter
        Tickets by Satisfaction
- NEW:  Guest (not logged in user) can now use livechat
- FIX:  Layout issue with avatar image in backend
- FIX:  Backend Table width adjustes
- FIX:  PHP notice in loggin class removed

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1.1.5
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- FIX: Cronjob issue
- FIX: Ticket not created when no from name was set
- FIX: PHP notice in desktop notifications

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1.1.4
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- FIX: Prevent admin access issue

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1.1.3
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- NEW:  Connect FAQs to product categories (WooCommerce)
        FAQs will then show up on single product pages
- NEW:  Set AJAX interval for Live Chat & Desktop Notifications
        to decrease server performance use
- FIX:  Prevent Admin Access issue

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1.1.2
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- FIX:  logged in error message

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1.1.1
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- FIX:  Only 5 FAQs showed up on archive page

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1.1.0
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- NEW:     Option to use original theme template files
        Settings > Advanced Settings > Use Theme Template
        Note: This will remove all custom templates!
        It would be better to copy existing partials into your child theme
        Tutorial: https://plugins.db-dzine.com/helpdesk/documentation/faq/override-templates-theme-support/
- NEW:  Set a sidebar position (left or right) in General Settings
- NEW:  Support for invisible Recaptcha (https://wordpress.org/plugins/invisible-recaptcha/)

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1.0.9
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- NEW:     Show specific FAQs only to logged in users
- NEW:     Hide FAQs for logged in users from Knowledge Base
        See Settings > Knowledge Base (on bottom)
- FIX:  Slider Revolution issue

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1.0.8
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- NEW: option to set novalidate-cert for inbox
- FIX: Issue with My Tickets page and no tickets created so far

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1.0.7
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- FIX: Envato Class exists check

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1.0.6
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- FIX: Single FAQ only displays title when no topics are created
- FIX: Screen Reader text visibility

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1.0.5
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- FIX:  Form 404 Errors
- FIX:  Admins could not trash tickets, faqs or saved replies
- FIX:  DataTables Issue

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1.0.4
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- NEW:  Theme support improved (e.g. Dante, Bridge, Total, The7)
- NEW:  Set a custom login page (settings > general)
- FIX:  Added some more translation options
- FIX:  breaking DIV in new ticket form
- FIX:  Output buffering for shortcodes

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1.0.3
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- NEW:  Dashboard redirect for reporters & agents
- NEW:  Ticket Priorities now possible
- NEW:  Renamed System / Projects to Departments
- NEW:  Added POT translation file & updated DE Translations
- FIX:  Ticket category color issue in backend
- FIX:  Small php notices

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1.0.2
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- NEW:  Rating System for FAQ Articles
        See Options > FAQ > Enable Rating
- NEW:  Disable the dislike button
- NEW:  Widgets now support order by likes / dislikes
- NEW:  Show single FAQs only to logged in users

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1.0.1
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- FIX: WooCommerce class misses options
- FIX: Menu does not show up
- FIX: after_widget args notice
- FIX: Livechat count issue

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1.0.0
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- Inital release

Live Chat
-> Agents see list of open chats by reporters
-> Leave message when no agents are online -> Ticket
-> Reporter needs to be logged in
-> Default Welcome Message
-> Enter chat via Ticket ID
-> Create a new chat -> new Ticket
-> Chat history stored as Ticket Comments

Ticket System
-> Inform Agents in Notifications
-> HTML WYSIWIG Comment Form
-> Attachments
-> Saved replies
-> Default Message
-> My Tickets (for reporter & agents)
-> Logging / History system
-> XLS export
-> Agents can reply to Email
-> Ticket Overview (assigned to, status in colors)
-> Set Inbox Folder 
-> Set Inbox Archieve Folder 

Knowledge Base
-> Widget Support
-> Most viewed / loved
-> Set a default order by
-> Custom Icon per category
-> Password Protection (can be set by WP default)
-> Multiple Layout
-> Was this helpful?

Integrations
-> Slack (https://my.slack.com/services/new/incoming-webhook)
-> WooCommerce
-> Envato

======
Future Plans
======
-> Github
-> Jira
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