{"id":71,"date":"2026-10-17T14:15:43","date_gmt":"2026-10-17T14:15:43","guid":{"rendered":"http:\/\/plugin-docs.com\/?post_type=doc&#038;p=71"},"modified":"2026-10-17T18:53:45","modified_gmt":"2026-10-17T18:53:45","slug":"support-tickets","status":"publish","type":"doc","link":"https:\/\/dragwyb.com\/docs\/support-tickets\/","title":{"rendered":"Support Desk and Ticket Lifecycle"},"content":{"rendered":"<p>Use Dragwyb Click to Chat\u2019s 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\u2019s permissions.<\/p>\n\n<h2>Enable and open the Support Center<\/h2>\n<ol>\n<li>In WordPress admin, open <strong>Click to Chat \u2192 Settings \u2192 1. General<\/strong>.<\/li>\n<li>Enable <strong>Support Center &amp; Helpdesk Ticketing<\/strong>, then save the settings.<\/li>\n<li>Open <strong>Support Center<\/strong> in the WordPress admin menu. Use <strong>Tickets<\/strong> to work with the ticket list and selected ticket.<\/li>\n<\/ol>\n<p>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.<\/p>\n<h2>Publish a customer-facing support page<\/h2>\n<p>Choose the shortcode that matches the page you want to publish:<\/p>\n<ul>\n<li><code>[dctc_support_portal]<\/code> \u2014 the full customer support portal. See <a href=\"https:\/\/dragwyb.com\/docs\/docs\/dragwyb-click-to-chat\/support-portal-shortcode\/\">Publish the Customer Support Portal<\/a>.<\/li>\n<li><code>[dctc_support_ticket_form]<\/code> \u2014 a standalone ticket submission form. See <a href=\"https:\/\/dragwyb.com\/docs\/docs\/dragwyb-click-to-chat\/add-standalone-support-ticket-form\/\">Add a Standalone Support Ticket Form<\/a>.<\/li>\n<li><code>[dctc_support_user_tickets]<\/code> \u2014 a customer ticket list that can be placed separately from the form. See <a href=\"https:\/\/dragwyb.com\/docs\/docs\/dragwyb-click-to-chat\/add-user-ticket-list\/\">Add a User Ticket List<\/a>.<\/li>\n<\/ul>\n<p>Guest submission depends on the Support Portal\u2019s guest-ticket setting. Test the page using the same login and guest-access conditions your visitors will use.<\/p>\n<h2>Manage ticket status and conversations<\/h2>\n<ul>\n<li><a href=\"https:\/\/dragwyb.com\/docs\/docs\/dragwyb-click-to-chat\/manage-support-tickets\/\">Manage Support Tickets<\/a> \u2014 open a ticket and review its details and available staff actions.<\/li>\n<li><a href=\"https:\/\/dragwyb.com\/docs\/docs\/dragwyb-click-to-chat\/configure-ticket-status-workflows\/\">Configure Ticket Status Workflows<\/a> \u2014 use the status choices available in the ticket detail panel.<\/li>\n<li><a href=\"https:\/\/dragwyb.com\/docs\/docs\/dragwyb-click-to-chat\/reply-to-support-tickets\/\">Reply to Support Tickets<\/a> \u2014 send a customer-facing response.<\/li>\n<li><a href=\"https:\/\/dragwyb.com\/docs\/docs\/dragwyb-click-to-chat\/review-ticket-conversations\/\">Review Ticket Conversations<\/a> \u2014 read the existing message history and distinguish customer-visible replies from internal notes.<\/li>\n<\/ul>\n<h2>Important distinctions<\/h2>\n<ul>\n<li>Staff ticket management is in the WordPress admin Support Center; the customer portal is a frontend shortcode.<\/li>\n<li>Customer-facing replies and staff-only internal notes are different actions. Do not put private staff context in a customer reply.<\/li>\n<li>Available actions depend on the current staff member\u2019s Support Center permissions.<\/li>\n<\/ul>","protected":false},"excerpt":{"rendered":"<p>Enable the Support Center, publish customer support shortcodes, and manage ticket status and conversations in Dragwyb Click to Chat.<\/p>\n","protected":false},"author":0,"featured_media":0,"parent":0,"menu_order":0,"template":"","class_list":["post-71","doc","type-doc","status-publish","hentry"],"acf":[],"_links":{"self":[{"href":"https:\/\/dragwyb.com\/docs\/wp-json\/wp\/v2\/doc\/71","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/dragwyb.com\/docs\/wp-json\/wp\/v2\/doc"}],"about":[{"href":"https:\/\/dragwyb.com\/docs\/wp-json\/wp\/v2\/types\/doc"}],"version-history":[{"count":2,"href":"https:\/\/dragwyb.com\/docs\/wp-json\/wp\/v2\/doc\/71\/revisions"}],"predecessor-version":[{"id":1380,"href":"https:\/\/dragwyb.com\/docs\/wp-json\/wp\/v2\/doc\/71\/revisions\/1380"}],"wp:attachment":[{"href":"https:\/\/dragwyb.com\/docs\/wp-json\/wp\/v2\/media?parent=71"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}