Περιγραφή
Guru Support Desk is a self-hosted customer support system for WordPress. Customers can create and manage tickets from a signed-in Support page, while enabled Support Agents can work from wp-admin or a front-end Agent Tickets desk.
Key features:
- Create tickets from the customer Support page, inbound email, or the staff Add New workflow.
- Use Main Agent, Manager, and Support Agent roles without changing the user’s existing WordPress role.
- Restrict regular Support Agents to Only Assigned Tickets or allow All Tickets. Main Agent and Manager always see all tickets.
- Reassign tickets instantly by AJAX from the front-end Agent desk for Main Agents/Managers and from wp-admin for administrators.
- Merge two eligible tickets from the same customer/email, choose which ticket remains as the main ticket, preserve chronological conversation history, and retain clear merge-history notes.
- Keep merged ticket history together when the surviving ticket is moved to Trash, restored, or permanently deleted.
- Review a backend Activity log for ticket and agent actions, with agent, event, ticket/customer, date, search, and pagination controls.
- Protect unsaved Replies and Internal Notes when an agent tries to leave a ticket.
- Rename a ticket subject directly from the single-ticket screen with an inline AJAX editor. Subject changes are recorded in Activity and do not send customer email.
- Process IMAP mail with automatic polling, cron health repair, resumable catch-up batches, failed-message retries, and continuous mailbox/database reconciliation.
- Keep one malformed email or unsupported charset from blocking newer mail.
- Use persistent ticket CC participants with per-reply CC selection and secure inbound CC reply threading.
- Reply with rich text, searchable emojis, attachments, and pasted/dragged inline images. Add private Internal Notes that customers never see.
- Manage New, Open, Pending, Awaiting Reply, Closed, and Trash workflows with response-aging indicators, customer-response indicators, search, pagination, bulk actions, and permanent ticket-number continuity.
- View customer ticket counts from ticket lists and jump directly to the related customer record.
- Store attachments privately and enforce customer/agent access server-side.
- Optionally show WooCommerce customer/order context and add Support to WooCommerce My Account.
- Use WordPress mail or optional dedicated SMTP, plus configurable customer email header/footer, Reply-To routing, and design controls.
- Use private diagnostic logging, enabled by default with 10-day retention and a Download Logs button.
- Use AJAX throughout the agent workflows for ticket loading, reassignment, status changes, replies, notes, merging, Trash/Restore actions, filtering, and other supported interactions.
Guru Support Desk keeps ticket data inside the WordPress installation and does not send ticket data or telemetry to Guru Plugins. The bundled PDF documentation covers setup, permissions, ticket workflows, mailbox processing, security, logging, and troubleshooting in detail.
More from Guru Plugins
Discover more WordPress plugins from Guru Plugins.
Εγκατάσταση
- Upload and activate Guru Support Desk.
- If required setup is incomplete, activation sends the activating administrator to Guru Support Desk > Settings > General once.
- Create or select a published Support page and place
[guru_support_desk]or[guru_support]on it. - Open Support Agents, confirm the Main Agent, and set each enabled agent’s Agent View and Role.
- Configure response-aging thresholds, Button Design, and alert colors as desired.
- Configure and test IMAP only if inbound email is needed.
- Enable automatic mailbox processing only after IMAP is working.
- Configure SMTP only if Guru Support Desk should use its own SMTP transport. From Email starts blank.
- Enter a Send Test To address manually and send a test email.
- Review Settings > Logs. Diagnostic logging is enabled by default and retained for 10 days.
- Optionally enable the WooCommerce My Account Support endpoint.
- Test customer web tickets, staff-created tickets, agent roles/views, ticket reassignment, inbound mail, CCs, attachments, inline images, replies, notes, closing, Trash, Restore, and any permanent-delete workflow your site will use.
While required setup remains incomplete, opening the bare Guru Support Desk dashboard menu returns to Settings > General. Other WordPress admin pages are not redirected.
PHP IMAP is required only for inbound mail processing and server mailbox cleanup.
Συχνές Ερωτήσεις
-
Is WooCommerce required?
-
No. WooCommerce is optional.
-
Do customers need WordPress accounts?
-
Only for the front-end Support page. Email-created tickets can belong to email-only contacts.
-
Can any WordPress user become a Support Agent?
-
Yes. Any WordPress user can be enabled as a Guru Support Desk Support Agent. Their existing WordPress role is not changed. Guru Support Desk adds its own agent capabilities to that user.
-
What are the Guru Support Desk agent roles?
-
Main Agent is the unique fallback/default agent and always sees all tickets. Manager also always sees all tickets and can reassign tickets from the front-end Agent desk. Support Agent is the regular role and can be configured for Only Assigned Tickets or All Tickets.
-
What happens when I choose a new Main Agent?
-
There can be only one Main Agent. Promoting another enabled agent to Main Agent automatically changes the previous Main Agent to Manager.
-
What does Agent View control?
-
Agent View controls front-end ticket visibility for regular Support Agents. Only Assigned Tickets restricts the agent to tickets assigned to that user. All Tickets gives the agent access to all tickets. Main Agent and Manager are always All Tickets.
-
Is Only Assigned Tickets just a visual filter?
-
No. The restriction is enforced server-side across front-end lists, counts, search, direct ticket access, replies, notes, status changes, CC actions, private attachments, and other ticket actions.
-
Who can reassign tickets?
-
On the front-end Agent desk, Main Agent and Manager see an Agent dropdown and can reassign tickets by AJAX. In wp-admin, WordPress administrators can reassign tickets. Regular Support Agents do not get reassignment authority.
-
Who receives a ticket created manually by an agent?
-
A ticket created with Add New by an enabled Support Agent is assigned to the agent who created it.
-
What happens when a Support Agent is disabled?
-
The current Main Agent cannot be disabled until another enabled agent becomes Main Agent. When a non-Main Agent with assigned tickets is disabled, Guru Support Desk asks which enabled agent should receive those tickets and defaults the destination to the Main Agent.
-
Can Support Agents work from the front end?
-
Yes. When a logged-in user is enabled as a Guru Support Desk Support Agent, the Support shortcode displays the Tickets desk instead of the normal customer portal.
-
Are the backend and front-end Agent ticket desks different systems?
-
No. They share the same ticket data and core AJAX actions. The front-end Agent desk uses the active site’s front-end presentation instead of the full wp-admin visual layer.
-
Can I merge duplicate tickets?
-
Yes. An agent can merge two eligible tickets that belong to the same customer/email. The merge selector lists the customer’s eligible tickets by most recent activity and lets the agent search the list.
-
Can I choose which ticket remains after a merge?
-
Yes. After selecting the second ticket, Guru Support Desk asks which of the two tickets should remain as the main ticket. The selected destination keeps its ticket number and ticket-level settings, while the source conversation is merged into the destination in chronological order.
-
What happens to a ticket after it is merged?
-
The source ticket is retained as merged history instead of being treated as a normal active ticket. Merge notes identify the source ticket and the destination ticket number at the time of the merge, making multi-step merge history easier to follow.
-
What happens if I Trash or permanently delete a ticket with merged history?
-
The merged chain is treated as one lifecycle unit. Moving the surviving ticket to Trash also trashes tickets previously merged into it. Restoring it restores that merged history, and permanent deletion removes the full merged chain. This follows multi-step merge lineage recursively.
-
Does merging tickets send email?
-
No. The merge itself does not send a customer or CC email.
-
What is the Activity tab?
-
Activity is a backend-only audit view for authorized administrators. It records supported ticket and agent events such as ticket creation, replies, notes, assignment, status and priority changes, Trash/Restore/delete actions, merges, agent changes, and customer default-agent changes. The view can be filtered and searched with pagination.
-
What happens if I start a Reply or Internal Note and try to leave the ticket?
-
Guru Support Desk detects unsaved composer content or attachments and warns the agent before navigating away. The warning identifies whether the unsaved work is a Reply or an Internal Note.
-
How do CC participants work?
-
CC participants are persistent people associated with a ticket. They are checked by default in the Agent Reply composer, but the Agent can include all, some, or none on an individual reply. Agents can also add a new persistent CC participant while composing.
-
What happens when a CC participant replies by email?
-
A sender already stored as a CC participant can reply into the existing ticket and is labeled as CC. An unknown sender cannot inject a message into an existing ticket.
-
Does being CCed grant Support page access?
-
No. The primary customer remains the ticket owner. CC participation is email-based and does not grant customer portal ownership.
-
Are Internal Notes private?
-
Yes. Notes are excluded server-side from customer-facing output and are never emailed to the primary customer or CC participants.
-
Can replies include pasted images and emojis?
-
Yes. Supported TinyMCE reply/note editors include a searchable emoji picker and support pasted or dragged PNG, JPEG, GIF, and WebP inline images. The front-end agent sender waits for pending inline-image uploads before submitting the reply.
-
What attachment file types are accepted?
-
Guru Support Desk accepts JPEG, PNG, GIF, WebP, PDF, TXT, CSV, RTF, ICS, DOCX, XLSX, and PPTX attachments. Executable files, scripts, SVG files, ZIP files, and other archive formats are not accepted or copied into private uploads storage.
-
Is IMAP required?
-
Only for inbound email and server mailbox cleanup.
-
How does automatic mailbox processing protect against missed mail?
-
The Inbox is continuously reconciled against the Support Desk database. Guru Support Desk validates UID/Message-ID mappings against real tickets, repairs stale mappings, retries failed UIDs, processes large backlogs in resumable batches, and isolates individual message failures so one bad email cannot block newer mail.
-
What happens if an email declares a strange charset?
-
Guru Support Desk attempts safe charset aliases and conversion fallbacks. Unsupported or invalid MIME charset declarations are logged and cannot crash the entire polling run.
-
What happens if WordPress cron stops running?
-
The plugin monitors polling heartbeat health, detects missing/overdue/stalled cron events, recreates the mail schedule when possible, and can queue a protected request-side polling fallback. Production sites can still use a real server scheduler for predictable WordPress cron execution.
-
Where can I see polling and schema health?
-
Settings > General > System Status shows WP-Cron health, WP-Cron mode, PHP IMAP, database schema health, logging status, private storage, last/next mail activity, worker/recovery state, mailbox reconciliation, pending IMAP retries, and the last error when present.
-
How does diagnostic logging work?
-
Logging is enabled by default. Operational events and errors are kept for 10 days, then automatically removed. Settings > Logs has an on/off toggle and Download Logs button. Log contents are not rendered in the WordPress admin page.
-
Where are private attachments and diagnostic logs stored?
-
Guru Support Desk resolves the current site’s uploads directory at runtime with
wp_upload_dir()and stores private files belowuploads/guru-support-desk/private. The private directory includes server access-denial files, and attachments are delivered through permission-checked WordPress handlers rather than public file URLs. Legacy attachment paths from earlier builds are read only for compatibility and are copied into the uploads-based storage when accessed. -
Is SMTP required?
-
No. When dedicated SMTP is configured under Guru Support Desk > Settings > Email, all Guru Support Desk generated email uses that SMTP connection directly. If dedicated SMTP is not configured, the plugin falls back to the site’s normal
wp_mail()configuration. -
Where do customer email replies go?
-
Customer-facing mail explicitly uses the configured support mailbox as Reply-To, preferring From Email, then IMAP Username, then SMTP Username.
-
Does the plugin delete email from the support mailbox?
-
Only for Closed or Trashed tickets. Active New, Open, Pending, and Awaiting Reply tickets are protected from server-mail cleanup.
-
What happens when a customer replies to Pending?
-
It stays Pending and shows Customer Replied. Pending does not use Needs Reply or Urgent aging.
-
What is Customer Responded?
-
Customer Responded is based on the latest public message sender. It appears when the latest relevant message is inbound from the primary customer or a saved ticket CC. An agent reply does not create that indicator.
-
How does Needs Reply work?
-
Eligible New/Open tickets with a waiting timestamp age into Needs Reply and then Urgent using the thresholds in Settings > General. Pending, Awaiting Reply, Closed, and Trash are excluded.
-
Can customers reopen closed tickets?
-
Yes. A customer can reply from the Support page, or by email when inbound processing is enabled.
-
Can any Working ticket be moved to Trash?
-
Yes. Any ticket that is not already in Trash can be moved to Trash when the current user has access to it. Working and Closed queues also support bulk Move to Trash actions.
-
Where is the full documentation?
-
Click Documentation under Guru Support Desk on the Plugins screen, or View Documentation in the Guru Support Desk dashboard.
-
Does deactivation delete data?
-
No. It clears the scheduled mailbox event and refreshes rewrite rules, but support data remains.
-
Can I upgrade from the previous Guru Support plugin?
-
Yes. Guru Support Desk retains supported legacy tables/options, shortcodes, credential constants, cron/checkpoints, and endpoint compatibility where implemented.
Κριτικές
Δεν υπάρχουν αξιολογήσεις για αυτό το πρόσθετο.
Συνεισφέροντες & Προγραμματιστές
“Guru Support Desk” είναι λογισμικό ανοιχτού κώδικα. Οι παρακάτω έχουν συνεισφέρει στη δημιουργία του.
Συντελεστές
Μεταφράστε το “Guru Support Desk” στην γλώσσα σας.
Ενδιαφέρεστε για την ανάπτυξη;
Περιηγηθείτε στον κώδικα, ανατρέξτε στο αποθετήριο SVN ή εγγραφείτε στο αρχείο καταγραφής αλλαγών ανάπτυξης μέσω RSS .
Σύνοψη αλλαγών
2.0
- Added manual same-customer ticket merging with searchable candidate selection.
- Added two-way merge direction so agents can choose which of the two tickets remains as the main ticket.
- Added chronological merged conversation history, destination-number merge notes, merged-ticket redirects, CC carryover, and inbound email routing to the surviving ticket.
- Added recursive merged-chain lifecycle handling for Trash, Restore, permanent deletion, bulk deletion, and Empty Trash.
- Added a backend-only Activity audit log with filters, search, pagination, ticket/customer context, and supported ticket/agent event logging.
- Added unsaved Reply/Internal Note protection with mode-specific confirmation messaging.
- Added customer ticket counts to front-end and backend agent ticket views with direct Customer-page navigation.
- Added a Back to Tickets control to individual backend ticket views.
- Added a Trash action beside the single-ticket reply and close controls in both wp-admin and the front-end Agent desk.
- Improved front-end modal layering so Agent Desk modals remain above site headers, footers, admin bars, and other high stacking layers while retaining scoped modal styling.
- Tightened Merge Ticket modal results into compact, scrollable ticket lists on both front-end and backend views.
- Improved WordPress admin button styling for backend confirmation modals.
- Improved Plugin Check compatibility for translation placeholder comments and prepared Activity queries.
1.1
- Added support agent WordPress profile pictures throughout the agent-facing and admin interfaces.
- Agent avatars display to the left of agent selectors and reflect the currently selected agent.
- Agent avatars display to the left of agent names where no selector is shown.
- Agent avatars stay synchronized during AJAX agent reassignment, including rollback when a reassignment fails.
1.0
- Initial public release.
- Includes customer web tickets, inbound email tickets, staff-created tickets, internal agent roles/views, front-end and backend Agent ticket desks, live ticket reassignment, persistent CC participants, private attachments, inline images, emojis, Internal Notes, response aging, permanent ticket numbers, optional WooCommerce context, IMAP/SMTP, mailbox reconciliation, cron self-repair, private 10-day diagnostic logging, customer email branding, and AJAX-powered ticket management.