Use Dragwyb Click to Chat’s Support Center to manage customer tickets, update ticket status and priority, review conversation history, and publish customer-facing support pages. The available workspace and actions depend on the Support Center setting and the current staff member’s permissions.
Enable and open the Support Center
- In WordPress admin, open Click to Chat → Settings → 1. General.
- Enable Support Center & Helpdesk Ticketing, then save the settings.
- Open Support Center in the WordPress admin menu. Use Tickets to work with the ticket list and selected ticket.
The Support Center menu is shown when the module is enabled and the current account has permission to view tickets. Other sections, such as staff management, portal customization, and settings, depend on additional permissions.
Publish a customer-facing support page
Choose the shortcode that matches the page you want to publish:
[dctc_support_portal]— the full customer support portal. See Publish the Customer Support Portal.[dctc_support_ticket_form]— a standalone ticket submission form. See Add a Standalone Support Ticket Form.[dctc_support_user_tickets]— a customer ticket list that can be placed separately from the form. See Add a User Ticket List.
Guest submission depends on the Support Portal’s guest-ticket setting. Test the page using the same login and guest-access conditions your visitors will use.
Manage ticket status and conversations
- Manage Support Tickets — open a ticket and review its details and available staff actions.
- Configure Ticket Status Workflows — use the status choices available in the ticket detail panel.
- Reply to Support Tickets — send a customer-facing response.
- Review Ticket Conversations — read the existing message history and distinguish customer-visible replies from internal notes.
Important distinctions
- Staff ticket management is in the WordPress admin Support Center; the customer portal is a frontend shortcode.
- Customer-facing replies and staff-only internal notes are different actions. Do not put private staff context in a customer reply.
- Available actions depend on the current staff member’s Support Center permissions.