E-mail notifications are a complex feature and probably the most difficult to debug because it depends on various things external to the plugin. However, there are a few things that you can do in order to ensure a high deliverability of all e-mails. E-Mail Notifications Settings You will find the e-mail notifications settings in the… Continue reading E-Mail Notifications
Chapter: Troubleshooting
Getting the System Status Report
If you’re having difficulties with the plugin, or if something isn’t working as it should, you might be asked by our support team to provide your System Status Report. This is very easy to do. Just follow those 3 simple steps: Log into your WordPress administration Click Tickets > Tools You can now see the System… Continue reading Getting the System Status Report
How to fix “You do not have the capacity to open a new ticket”
Normally, when a user registers through the plugin, he is given the role Support User. This role has special capabilities. If your users get the error message “You do not have the capacity to open a new ticket”, it means that they don’t have the special capabilities. Here you have two choices: Change all your users’ role to Support… Continue reading How to fix “You do not have the capacity to open a new ticket”
How to remove the plugin’s data after uninstall?
If you want to delete the plugin and all of its data, you need to do the following: Go to Tickets → Settings Locate the Advanced tab Check the Delete Data option Hit the Save Changes button Only then the data will be removed from the database during the uninstall process.
User Roles
The plugin comes with 4 user roles: Support Supervisor, Support Manager, Support Agent and Support User. Here are the differences between those roles. Administrators have full capabilities for the plugin. Mobile Users: Please set your device to landscape orientation to see the full table shown below. Capability Support Supervisor Support Manager Support Agent Support User Base WordPress Role… Continue reading User Roles
What to do when a plugin’s page is 404 “Not Found”?
Don’t worry, this is an easy fix. Follow the guide below to refresh your permalinks: Login to your Dashboard Go to Settings → Permalinks Click Save Changes That’s it! If your problem still persist, please reach out to us and we’ll do our best to help you.
How To Create A Ticket On Behalf Of The Client?
We know some teams need to be able to create a new ticket while on the phone with a client. Hence, we added a way to create a ticket with an admin (or agent) account and assign it to the client. The client will then be able to see the ticket in his dashboard just… Continue reading How To Create A Ticket On Behalf Of The Client?