Support Portal For SureCart
This plugin allows customers to request support directly from their SureCart Customer Dashboard, seamlessly integrating a ticketing system with automated notifications and streamlined management within the SureCart interface.
⚡Quick Highlights
- Submit and manage support tickets directly within the SureCart customer dashboard
- Customize support forms with multiple field types and file uploads
- Automatically notify customers and staff with real-time email alerts and status updates
Handle Customer Tickets Internally Using The Support Portal For SureCart
Hello, I’m Nelson Miller, the owner of SurelyWP and the creator of this addon for SureCart. I enjoy developing tools that help you succeed, and I hope you find this one beneficial! If you have any questions, please feel free to send me a message.
Benefits Of The Support Portal For SureCart Plugin
Seamless Support Integration
Customers can easily request help and support directly from their SureCart Customer Dashboard. This seamless integration ensures a smooth and efficient support experience, eliminating the need for customers to leave the site or navigate multiple platforms.
How It Works: The addon lets you create custom support form fields, including text, textarea, and file upload options. Customers can open a ticket linked to a specific order, add a title, and submit their question or issue all from their account.
Streamlined Ticket Management
Admins can manage support tickets right from the backend of WordPress within the SureCart menu. This centralized system simplifies ticket tracking and response workflows, improving efficiency and ensuring timely resolutions.
How It Works: The addon displays a clean list of support tickets inside the SureCart menu. Admins can view, prioritize, and respond to customer inquiries, update statuses, and mark tickets as resolved, all from one intuitive interface.
Automated Notifications
Every support request and reply includes automated email notifications for both admins and customers. This keeps everyone informed and engaged, ensuring no ticket slips through the cracks and customers feel supported at every step.
How It Works: The addon includes customizable email templates with dynamic merge tags for ticket creation, admin replies, and customer responses. Both parties receive timely updates as the ticket progresses.
What To Expect From SurelyWP And Support Portal
Seamless Integration
Every SurelyWP addon is carefully designed to fit naturally within the SureCart workflow and interface, making it intuitive and easy to use.
Dedicated Expertise
Our development team works exclusively on SureCart addons, combining deep knowledge of its codebase with a love for the platform.
Friendly Support
We provide personal support whenever needed, helping customers get the most out of their addons and solving any technical problems quickly.
Trusted Quality
Our addons are built to the highest standards, delivering reliable performance that customers count on for their ecommerce stores.
Customer Focused
Most of our features and addons are inspired by conversations with customers, using your feedback to decide what we work on next.
Who Is This Addon For?
Whether you’re running a small shop or managing a large online store, this addon adapts to your needs, providing the right tools to handle customer support efficiently and effectively.
Small Stores Who Prefer Simplicity
If you operate a small SureCart store or have a lower volume of support requests, this addon is the perfect fit. You can manage and reply to your support tickets directly from your WordPress dashboard, keeping everything streamlined and accessible in one familiar interface where you can easily check order details.
Larger Stores Needing Advanced Helpdesk Integration
For larger stores or those using advanced helpdesk systems, this addon offers seamless integration. With IMAP email piping, you can receive and respond to support tickets directly from your preferred shared inbox or helpdesk software, ensuring an efficient workflow.
Support Portal Settings & Features
Explore all the powerful settings and features to set up, use, and customize the addon!
1. Configure General Settings
The general settings for the Support Portal For SureCart addon provides customization options for configuring your support portal and ticket preferences. These settings include enabling or disabling the support portal features, defining user roles and access to support tickets in the backend, and managing allowed file types and file upload size settings. We also provide information about the support ticket shortcode and block, which you can learn more about below.
2. Configure Support Form Fields
It’s important to gather the necessary details about the customer’s question or problem. For this, we include a simple support form which you can customize by adding fields as needed. In the current version of the plugin, the support form includes options for adding text input fields, textarea fields, and file upload fields. Each field can be rearranged or marked as required. (Note: The title field is used as the support ticket title for both the system and administrative purposes and cannot be moved or removed.) You can enter your own label text for each field and provide an optional description. In future versions, we hope to add support for using a shortcode from popular form plugins as the default support form, so please let us know which ones you want us to add!
Steps to Configure Fields:
Step 1: Add New Field
Click the button to add a new field.
Step 2: Choose Field Type
Select the type of field you need, such as a text, textarea, or file upload.
Step 3: Required
Choose whether the field is required or not.
Step 4: Write Label Text
Provide a clear and concise label for the field indicating the requested information.
Step 5: Write Description Text
Include a detailed description to guide the customer on what specific information or file is needed.
3. Request Support From The Customer Dashboard
The Support Portal For SureCart plugin adds a new “Support Portal” tab to the SureCart Customer Dashboard by default. From that tab, customers will see a list of any existing support tickets and a button to create a new support request.
When adding a new support request, the customer will be prompted to select a related order from a dropdown menu. This feature is especially helpful as it displays the associated order when responding to the support ticket. Next, the customer must enter a title for the support request. This title will be used for administrative purposes and will be displayed both in the list of support tickets and when viewing each individual ticket. From there, the fields will vary based on the options you’ve configured in the settings. In the example below, the default description field is shown with a textarea for the customer to share the details of their support request.
4. Display The Support Tickets List Anywhere
By default, any existing tickets submitted by the customer will display in a list in the Support Portal tab to the SureCart Customer Dashboard. This allows the customer to conveniently check on existing support conversations. All the relevant information is available, such as the associated SureCart order number, the ticket status, date created, and a button to view the full ticket details and respond as needed.
Some users may want to also show the support tickets somewhere else on another page. Our plugin provides the freedom to do so with our support ticket list WordPress Block or shortcode.
WordPress Block
With our dedicated SurelyWP Support Tickets List block for the WordPress block editor, you can place the services list anywhere on your block-based website. A great use case for this is adding the services list to the main Dashboard tab of the SureCart Customer Dashboard along with the orders.
Shortcode
Additionally, you can use the [surelywp_customer_support_tickets] shortcode to embed the support ticket list within any content area, making it compatible with any page builder. This flexibility ensures the services are accessible to customers wherever you need them to be.
NOTE: The shortcode supports a title attribute to customize the heading, and a page_id attribute is required to specify the page where the shortcode is placed. The page_id is crucial when using the shortcode on pages other than the default SureCart dashboard, as it ensures that individual ticket links redirect to the correct URL instead of the default SureCart customer dashboard URL.
5. Pending Support Ticket Notifications
It is important for both admins and customers to be fully aware of any pending actions they need to take on support tickets. To help with this, we provide pending support ticket notification badges in the SureCart menu and Customer Dashboard. This is a significant benefit for both admins and customers, allowing them to see at a glance if any support tickets require their attention. The orange notification number will be familiar to WordPress users and will ensure that both admins and customers stay informed about pending actions needed.
Admins
In the backend SureCart menu, the notification number indicates the number of support tickets that require the admin’s attention. This number indicates any ticket with a status of “New” when a ticket is first received or “Waiting Admin Response” when the customer sent the last message.
Customers
We added a similar notification icon to the Support Portal menu in the Customer Dashboard. For customers, the notification number indicates the number of support tickets that are “Waiting Customer Response.”
6. Viewing And Responding To Support Tickets
Customers can view a support ticket by navigating to the Support Portal tab in their Customer Dashboard, or the location of the ticket list on another page, and click the “View” button. This will open the individual support ticket.
Here is an example of how a support ticket conversation would look for the support agent in the backend:
Here is an example of how that same support ticket conversation would look for the customer on the frontend:
7. Customize The Email Notification Templates
The Support Portal For SureCart addon includes email notifications that send to the admin support agent and customer for various activities. Receiving these email notifications is crucial, as they keep both parties informed about replies to the support tickets. These emails work as simply a notification, or you can reply to the notification (see email piping details below).
Our intuitive interface makes it easy to customize the email templates for these notifications, giving you full control over the text and tone of the message. Within each email template, you can customize the email subject and the email body. You can also choose to disable the email notification as needed.
Email Templates
Support Agent Notification Emails
- New Support Ticket Notification Email
- New Reply From Customer Notification Email
Customer Notification Emails
- New Support Ticket Confirmation Notification Email
- New Reply From Support Agent Notification Email
Dynamic Variables
The subject line and body text can be customized with dynamic variables, which will automatically insert real data such as the customer’s name {customer_name}, admin name {admin_name}, product name {product_name}, order ID {order_id}, ticket link {reply_to_this_ticket}, message content {message_content}, or website name {website_name}. You can freely update the text of the email templates according to your preference, but just be sure to include the variables where needed.
8. Reply To Tickets From Your Email Inbox
Some users may prefer to reply directly to support ticket notifications from their email inbox rather than logging into the website. To accommodate this, our Support Portal For SureCart addon supports email piping, allowing users to respond to support tickets directly via email.
To set this up, you’ll need to configure email piping using IMAP. This setup ensures that replies sent via email are synchronized with the support tickets on your website. No matter where you view the ticket, whether from the website or your email inbox, the ticket’s status will always be up-to-date and consistent.
With email piping enabled, you can streamline support communication, providing a more convenient and efficient way for both admins and customers to interact with support tickets.
Note: Email piping allows you to manage support ticket replies directly from your email inbox. To set this up, you need to configure IMAP with a dedicated email address and enter the following details in the plugin settings: username, password, server address, port number, and encryption method. This setup ensures that replies are synchronized with your support ticket system on the website.
SureTriggers Integration!
We’re thrilled to have direct SureTriggers integration with our Support Portal For SureCart plugin! This new integration connects our plugin to all of the supported apps and services within the SureTriggers ecosystem.
FAQs
What is the scope of this plugin?
Are any other plugins required?
The Support Portal For SureCart plugin is an extension specifically created to add new features to SureCart, so the SureCart plugin must be installed as a prerequisite.
How can I place a test support ticket?
Many users find it helpful to perform some test orders to understand the process from the customer’s perspective. While this step is entirely optional, it’s a good practice to ensure everything works as expected. to do so, simply set up a SureCart product, and proceed through the checkout process like usual. From the Customer Dashboard, go to the Support Portal tab and create a new support request as the customer.
IMPORTANT: Do not conduct test orders while logged in as your admin user—it will not work as intended, and the support portal features will not be displayed in your customer dashboard. Instead, we recommend using a separate email address, such as a temporary one from a service like Temp Mail. This approach allows you to log in as a customer in a different browser and even switch between customer and admin views seamlessly.
For an even smoother experience, consider using our User Switching feature in our Toolkit For SureCart addon to easily switch back and forth between the admin and customer view!
Choose Your Plan For The Support Portal For SureCart Addon
Yearly – 1 Site
- 1 Site License
- 1 Year Of Support & Updates
- Email Support
Yearly – 5 Sites
- 5 Site Licenses
- 1 Year Of Support & Updates
- Email Support
Yearly – Unlimited Sites
- Unlimited Site Licenses
- 1 year Of Support & Updates
- Email Support
Lifetime – 1 Site
- 1 Site License
- Lifetime Support & Updates
- Email Support
Lifetime – 5 Sites
- 5 Site Licenses
- Lifetime Support & Updates
- Email Support
Lifetime – Unlimited Sites
- Unlimited Site Licenses
- Lifetime Support & Updates
- Email Support
Lifetime – Installment Plan
Purchase our Lifetime – Unlimited Sites plan with convenient installment payments!
