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137 comments found.

Hi!

Does the Support Ticket plugin have a REST API, we’d like to be able to create tickets from within one of our products to ensure that the user includes some status files that are essential to troubleshoot.

Cheers D

Hi,
it doens’t have any REST AP and there isn’t any plan for that. However thank you for suggestion, I’ll see what it will be possible for a future release!

Hey!

Got the latest version updated, and the latest woo commerce…

Getting this error in the debug.log though…

[12-Apr-2018 20:39:43 UTC] PHP Notice: Undefined index: wcsts_is_last_chunk in /home/isotonikstudios/public_html/wp-content/plugins/woocommerce-support-ticket-system/classes/com/WCSTS_File.php on line 29 [12-Apr-2018 20:39:43 UTC] PHP Warning: fopen(): Filename cannot be empty in /home/isotonikstudios/public_html/wp-content/plugins/woocommerce-support-ticket-system/classes/com/WCSTS_File.php on line 33 [12-Apr-2018 20:39:43 UTC] PHP Warning: fclose() expects parameter 1 to be resource, boolean given in /home/isotonikstudios/public_html/wp-content/plugins/woocommerce-support-ticket-system/classes/com/WCSTS_File.php on line 38

Hey, Latest version installed along with latest woo commerce and getting this error in the debug.log

[12-Apr-2018 20:39:43 UTC] PHP Notice: Undefined index: wcsts_is_last_chunk in /home/isotonikstudios/public_html/wp-content/plugins/woocommerce-support-ticket-system/classes/com/WCSTS_File.php on line 29 [12-Apr-2018 20:39:43 UTC] PHP Warning: fopen(): Filename cannot be empty in /home/isotonikstudios/public_html/wp-content/plugins/woocommerce-support-ticket-system/classes/com/WCSTS_File.php on line 33 [12-Apr-2018 20:39:43 UTC] PHP Warning: fclose() expects parameter 1 to be resource, boolean given in /home/isotonikstudios/public_html/wp-content/plugins/woocommerce-support-ticket-system/classes/com/WCSTS_File.php on line 38

Hi,
it seems that the file upload process is not properly performed by your performed by your installation.

More in details, when a file is uploaded, it is divided in chunks and sent to the backends. For ever chunk send, the frontends sends some additional metadata like the “wcsts_is_last_chunk” variable that tells the backend if the current chunk is the latest. In your case it seems that the frontend is not sending that variable (or for some reasons the backend misses that metadata). However without any further clue I’m not able to say whihc could be the cause. I’ve runned some tets on my envs but I was not able to replicate the issue.

However please give a try to the latest 7.3 version I’ve released. It fixes another issue for the WCST_File.php. It was using an istance variable that was never defined (to_remove_from_file_name). Maybe the issue you are experience was related to that. Let me know!

Hi!

I’ve been trying out some things with your plugin and have found some faults and some missing features that I’d like to see!

Please see these screenshots: https://ibb.co/fkoVBn https://ibb.co/gASOWn https://ibb.co/iVbWj7

As you can see, I have turned on and off some features but I still miss some additional ones to be added as well!

My options: https://ibb.co/bA7bHS

Hi,
thank you for contributing with your suggestion! I’ll see what it will possible for furture releases.

For what concers the attachment icon missing, please update the plugin to the latest 7.3 version. You can manually download the new version via codecanyon or receive as automatic update by installing and configuring the Envato updater plugin: https://goo.gl/pkJS33

Thank you for your quick answer!

I cannot see that there is any update of the plugin within my Wordpress installation, will I need to update the plugin manually every time and loose my settings?

Also, is it possible for you to add an extra admin-class to the Admins answers on class “wcsts_ticket_message_content” on front-end so that I can style the conversation differently for customer and Admin? Right not the div beneath is “wcsts_admin_message wcsts_message” but I’d like an Admin-class on the whole content-div as well!

Don’t worry, manual updating won’t make you lose settings. As I said, if you want to receive automatic updates, you have to install and configure the Envato updater plugin: https://goo.gl/pkJS33. Here the article that explains how it works: https://envato.com/market-plugin/

For what concerns the css class, I’ve just released the new 7.4 version that now adds the wcsts_admin_ticket_message_content and wcsts_customer_ticket_message_content classes for customer and admin replies! :)

Meanwhile, If you enjoyed my support and/or my plugin please consider leaving the 5 stars, I would really really appreciate! :)
(to leave a rating: go to your profile page, click on “Downloads” and from there you can rate to your purchases)

Hi, When I want to create a link in the email “User – New reply by admin email subject (User ticket type) *” There is no way to creat a direct link back to the ticket in the user ticket page (“{order_page_url}” does not work, as it is not an “order ticket type” but a “user ticket type”. Can you help me with this? The explanation text for the “user ticket type” says exactly this: “This is the email body used for the notification email sent to the user after an admin has replied to his ticket. You can use the special {ticket_id}, {subject} and {message} shotcodes in the message body to embed the ticket details page link, display the ticket id and the message replied by the admin.”

Non of these three shortcodes generate a link in the email.

Ok, I’ve just released the new 7.5 version that implements this new shortcode! :)

You can manually download the new version via codecanyon or receive as automatic update by installing and configuring the Envato updater plugin: https://goo.gl/pkJS33

I hope you enjoy, if so…consider leaving the 5 stars, I would really really appreciate! :)
(to leave a rating: go to your profile page, click on “Downloads” and from there you can rate to your purchases)

Woow! that’s fast :-) Just rated 5 stars. Thank you very much for the fantastic support!

Thank you, I reeeeeeeally appreciate! :)

Hey!! When i’m trying to assign a ticket in the back end, it looks like the plugin is trying to access the whole database (mines very large) which is causing time out issues and has actually led the site to crash on me twice…

Can the search for the assign to, only include the specific roles that have been selected in the settings?

Cheers D

Hi, thank you very much for reporting the issue!

I’ve just released the new 7.6 version that avoids loading the entire user db (it will load 20 per chunk) and will only load the user belonging to the roles you selected in the options menu! :)

I hope you enjoy!

Thanks, thats brilliant!

Hey Man, I’m getting 404 errors since the last update, a ticket has a file showing that the customer has uploaded but clicking it brings the 404 error.

I’ve looked in the FTP and right enough the file doesn’t exist?

Cheers D

Hi,
I’ve peroformed a test and I’m not able to reproduce the issue. Could you give a try to the demo site and report me if you are getting the same issue? If so, could you report me a detailed step by step guide?

If not, could you check your server error log to see if any error message is printed? It could be that due to a server issue the file is not properly stored (due to lack of rights, or space etc…)

Could i give you access to the back end securely so you can have a look, the file is presented on the page correctly that the user has uploaded but it isn’t available for me to download as it appears it doesn’t exist?

So, recapping, the user uploads a file via the frontend. From the frontend he is able to download, but you (as admin) are not able to download that file? It appears to be not existing?

I’ve just performed a test on the demo site uploading a file both from frontend (user) and backend (admin) and file are properly downloadable:
http://www.codecanyon.eu/wcsts/wp-admin/post.php?post=2661&action=edit
user: demo pass: demo

Could try doing the same steps you take on your site and report me if you experience the issue? Have you checked the error log (server) to see if any clue is reported? If you send me via private message (click on my name and then use the low-right box) the following data:
  1. you email address
  2. Full admin access to the wp-admin area
  3. a FTP access
  4. a detailed step by step guide on how to experience the issue

I can try perform some tests to see if it possible to have more clues about the issue.

UPDATE: Please ignore this, I found it.

Hi

I need use this in variations products.

Can you add to support variable products and not only simple product?

Thanks

Since we install this plug in the website is keep crushing, (Error establishing a database connection) contacted the host and server and they say its down to the new plug in, please let me know where is the problem as my website is down for a week and we already lost the ticket sale for our event. if the plug in is the issue we need to remove it and you refund us please.

Regards,

Hi,
Can you provide a more detailed report about the investigation your your hosting provider performed in order to point the plugin as cause and eventually which code lines are causing the issue?

No oher user reported a similar issue and as you can see even from the demo site no database or other error is raised. Without any further clues about the cause even if actually is the plugin causing it, there isn’t much more I can do to fix.

However note that “Database connection errors” is relative to the DBMS service your hosting is providing, is not a software error raised by the plugin.
The plugin just executes (through wordpress apis) database interrogations that eventually could have a good or bad result. If instead the error is a “database connection” it means that something went wrong between the connection from the wordpress installation and the DBMS and the query was not even be executed. This is part of the server infrastructure that has to be fixed by the provider.

They said most likely it is a plugin that is doing something that it shouldn’t, or an unexpected increase in site traffic.” the sites been going down every 3 days or so, so was expecting it to crash any second now based on the last 2 weeks. I have no choice but to remove this plug in and I would like to know how to request for a refund, as not only we didn’t use it at all , our site crashed and we are loosing sales. please let me know what is the procedure for refund.

It sounds strange because the plugin hasn’t any feature that could possibly “increase site traffic”.
If so it would be very useful feature for advertise purpose to increase the site visibility.

Without any detailed description of the cause and the proof/investigation result by your host that actually relates the issue to any plugin scripts, just the general statement a plugin most likely is causing the issue is not enought to make elegible for a refund. Furthermore no other user reported such an issue.
Even the demo site that actually runs in a cheap hosting service never suffered of such an issue.

To ask for a refund however, you have to seach in the Envato help area. You should find the form to ask for it. The staff will investigate further if you are elegible or not.

Hi

Is posible add “external agents” just to reply tickets.. i want not able access to woocommerce orders.

Hi,
the plugin allows you to select which user role can managen tickets (feature disabled in the demo site): https://www.dropbox.com/s/vlljaru43aqoes5/wcsts_options.jpg?dl=0

and optionally which ticket they can see. In this way you can create a custom user role for which the WooCommerce order managment is disabled and allow the ticket managment.

If you want, I can setup a private demo site in which you can test this feature. If you send me via private message (click on my name and then use the low-right box) with your email address I’ll reply with mine where you can send the plugin you want to install to custom manage customer roles. I’ll then send you the accesss to the demo site where you can test the plugins together.

Felipe17

Felipe17 Purchased

Hi! I don’t find the way to translate the months on the frontend with WPML :-/ ? Last stuff to translate ^^ TIA Cheers

Hi,
to which months are you referring? are you referring to ticket dates?
if so they are automatically displayed according the current language via wordpress: https://www.dropbox.com/s/a8x115o4qu5n72v/wcsts_langs.jpg?dl=0

This is because the plugin uses the native wordpress api function to display dates. For more info edit the WCSTS_Ticket.php located in the classes\com folder, line 556:
public function get_creation_date($ticket_id)
    {
        return get_the_date( get_option('date_format'), $ticket_id );
    }
https://codex.wordpress.org/Function_Reference/get_the_date .

Make sure that your wordpress is properly configured to retrieve dates for each installed languages and that you are running the latest 7.9 plugin version. If not, You can manually download the new version via codecanyon or receive as automatic update by installing and configuring the Envato updater plugin: https://goo.gl/pkJS33 . To manually update: just deactivate and delete the old version then install the new one. Don’t worry you won’t lose any setting.
Felipe17

Felipe17 Purchased

Hi!

Yep dates on the left or right of the ticket for each answer.

So my WP is in english so everybody see dates in english ? O_o I don’t want to touch your core plugin … just translate in FR & ES with WPML …

Actually the wordpress installation should automatically translate those texts.

The plugin doesn’t perform any operation on those dates, it just retrieves via WordPress that should translate according the current selected language. If not, it is an issue related to your wordpress installation. It not relies on a plugin issue so I cannot do anything about it :(

revbts

revbts Purchased

Hi,

I see that when I use the text editor and use proper markup for

  • etc it does show properly in the preview, but when I post it the formatting is removed and it looks ugly again To add this, i just tested it in your demo account: http://www.codecanyon.eu/wcsts/wp-admin/post.php?post=2746&action=edit

    Supposed to be a bullet in front of test, but was removed after posting it.

  • Hi,
    thank you for reporting the issue. I’ve fixed it! It seems that there was some css interferences with the default wordpress style. As you can now see it is properly showed: https://www.dropbox.com/s/w9i9emyxhv7rfo6/wcst_admin_html.png?dl=0

    for what concerns the forntend, it was already properly working: https://www.dropbox.com/s/pv5yvobqfxwvwqh/wcsts_frontend_html.png?dl=0

    However if you experience any other issue, let me know! :)

    You can manually download the new version via codecanyon or receive as automatic update by installing and configuring the Envato updater plugin: https://goo.gl/pkJS33

    At last…If you enjoyed my support and/or my plugin please consider leaving the 5 stars, I would really appreciate! :)
    (to leave a rating: go to your profile page, click on “Downloads” and from there you can rate to your purchases)

    revbts

    revbts Purchased

    Great thanks !

    You’re welcome :)

    If you enjoyed my support and/or my plugin please consider leaving the 5 stars, I would really reeeeeally appreciate! :)
    (to leave a rating: go to your profile page, click on “Downloads” and from there you can rate to your purchases)

    Habe a great day! :)

    revbts

    revbts Purchased

    see above

    jfeuzeu

    jfeuzeu Purchased

    Hi, it looks very interesting. Can this be used for other ticket issues, not related to WooCommerce? If yes, where it the form to submit other issues, not related to WooCommerce products?

    Thank you for reporting the issue and for your suggestion about the menu hiding.

    I’ve released the new 8.1 version that implements it and fixes the access problem!

    You can manually download the new version via codecanyon or receive as automatic update by installing and configuring the Envato updater plugin: https://goo.gl/pkJS33

    At last…If you enjoyed my support and/or my plugin please consider leaving the 5 stars, I would really appreciate! :)
    (to leave a rating: go to your profile page, click on “Downloads” and from there you can rate to your purchases)

    jfeuzeu

    jfeuzeu Purchased

    Thank you very much for fixing all reported issue with no delay. Great support and Product. Keep up the good works.

    You’re welcome :)

    P.S.
    If you enjoyed my support and/or my plugin please consider leaving the 5 stars, I would really reeeeeally appreciate! :)
    (to leave a rating: go to your profile page, click on “Downloads” and from there you can rate to your purchases)

    revbts

    revbts Purchased

    Hi,

    An idea of what you could add as a feature: - Reply to tickets directly by email. Now that will likely be challenging to incorporate with WP api and all but just getting a few messages and having to log in for a quick reply reminded me of that.

    Thanks!

    Hi,
    thank you for your suggestion. I’ll see what it will be possible in a future release! :)

    jfeuzeu

    jfeuzeu Purchased

    Hello, For some reasons, I have a lot (more than 10) of “Browse” field displayed under “WooCommerce Support Ticket-Reply” attachment section. This is only happening for non-admin users with access to tickets. Could you please advise on this? Thanks.

    Hello, no unfortunately there isn’t such an option.

    jfeuzeu

    jfeuzeu Purchased

    That’s OK. Could that be a future feature?

    For now there is no plan to to make that feature available only for specific customers.
    To do that you can however just restrict the product access (to which the pay per ticket is associated) according to the user role. To achieve that you can use for exaple this other plugin of mine: https://codecanyon.net/item/woocommerce-pricing/14679278

    just create a pricing rule in which the price is the same of the original but restrict the access according the user roles you need.

    If you want instead completely disable that feature, just do not assign any “Questions number” value in the product attributes.

    With this shortcode [wcsts_pay_per_ticket_area] i have all support ticket with type PPT.

    Will be perfect if i can have link with all tickets pay_per_ticket from some ORDER ID.

    Example: an customer has buy 2 products with pay_per_ticket, i would like click on Get Help and show only this 2 ticket from this order.

    Hi,
    thank you for your suggestion. However I was thinking about its usability: order ids are automatically created when they are placed. So it would require you to put that shortcode in a new page every time a new order is placed. Would be useful or did you had in mind something different?

    Let me know! :)

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