Support Portal Getting Started Guide

Overview

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.

On this page, you will find all the steps you need to set up and use our plugin. The steps below provide instructions about the installation and setup process, as well as additional resources that may be helpful.

1. Install & Setup SureCart

Our Support Portal For SureCart plugin is a 3rd party addon for SureCart, so having an existing SureCart store with their plugin installed, active, and set up is a prerequisite to using our product.

DISCLOSURE: The link to SureCart is an “affiliate link” which means if you click on the link and purchase anything, we will receive a commission.

2. Download The Plugin From Your Customer Dashboard

NOTE: If you have not yet purchased the Support Portal For SureCart plugin, you will need to do that now before continuing.

After completing the purchase, the next step is to download the WordPress plugin:

1. Log into your Customer Dashboard on our website.
2. Click the “Downloads” tab.
3. Click on the Support Portal For SureCart file.
4. Click the “Download” button on the .zip file.
5. Save the file to your computer.

NOTE: Some Apple computers automatically extract .zip files, so be sure to disable that feature when downloading the plugin file.

3. Install The Plugin On Your Website

Now you are ready to install the Support Portal For SureCart plugin. Installing our plugin works the same as installing any other WordPress plugin.

1. Log in to your WordPress admin dashboard. This is typically accessed by adding “/wp-admin” to the end of your website’s URL (e.g., www.example.com/wp-admin).
2. Once logged in, navigate to the “Plugins” section in the left-hand menu of the dashboard.
3. Click on the “Plugins” option to open the plugins page.
4. On the plugins page, click on the “Add New” button at the top of the screen.
5. You will now be on the “Add Plugins” page. Here, click on the “Upload Plugin” button located at the top of the screen.
6. You will be prompted to choose a file. Click on the “Choose File” button and locate the plugin file (.zip format) on your computer. Select the file and click the “Open” button.
7. After selecting the plugin file, click the “Install Now” button to begin the installation process.
8. WordPress will now upload and install the plugin from the uploaded file. Once the installation is complete, you will see a success message.
9. After installation, click the “Activate Plugin” button to activate the plugin.

When you activate the plugin, you will be redirected to an overview screen of the Support Portal For SureCart addon. This is a unified interface for all of our addons, so any additional addon that you install from our SurelyWP brand will also appear in this same interface. You can switch installed plugins at the top.

The first thing to do is get familiar with the options available to you. The overview tab does a great job of this, and some of the things mentioned there will be covered in the steps below.

NOTE: The plugin features will not work until you add the license key in step #4.

4. Add Your License Key

The most important step after installing the plugin is to connect and activate your license key. This is needed to enable the plugin features to work.

1. Log into your Customer Dashboard on our website.
2. Click on the “Downloads” tab and then click on the “Support Portal For SureCart“ download item. You will see the license key here below the download.
3. Click the “Copy” button to copy the license key to your clipboard.
4. Go back to your website where you installed the plugin and find the license key settings. To find this screen, look under the SurelyWP menu and click on “Support Portal“ and then click the “License Key” menu link.
5. Paste the license key into the input field, and click the “Activate” button.

5. Adjust The Admin Settings

This plugin includes various settings to enable and adjust features according to your preference. You can access the settings from the Settings tab on the left side of the plugin interface. Each setting contains a clear label and helpful description to make it easy to understand how to use and explain what it does.

Note: We take a unique approach by displaying all settings and features directly on the product page rather than in our documentation. This ensures full transparency before purchasing and serves as the main hub for up-to-date information as we add more features. To learn more about the settings, features, and see screenshots of the interface, please visit the product page.

6. Test Your Setup

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!

7. View The Changelog

You can keep up to date about new features, improvements, and bug fixes that we release by viewing the plugin changelog. You can also access the changelog from the Changelog tab on the left side of the plugin interface.

8. Check For Updates

Whenever we release a plugin update with new features, improvements, or bug fixes, you’ll receive a notification in your WordPress plugin list with a prompt to update. You can also check for update alerts in the top-right corner of the plugin interface.

For major version updates, we’ll publish a blog post or video showcasing the new features. Stay connected by subscribing to our newsletter, visiting our blog, subscribing to our YouTube channel, and joining our community in the Facebook group to get all the latest news and discussions!

9. FAQs

Are the emails sent by your add-ons using the default SureCart email service or the site’s SMTP settings?
The emails sent by our add-ons use the default SMTP settings configured on your WordPress site, rather than the SureCart email service. If you’ve set up an SMTP plugin like WP Mail SMTP, those settings will control how emails are sent.

Can I send email templates that also pull data from the SureCart settings?
While our add-ons rely on the site’s SMTP settings, they don’t directly pull email settings or templates from SureCart. However, you can design and customize your email templates within your SMTP plugin or email service to reflect your SureCart branding and include relevant data.

The emails are sent via wordpress@ with “WordPress” as the sender name. Can I change this to use the sender address and title from the SureCart settings?
Yes, you can change the sender name and email address by configuring your SMTP settings. To use a different sender address, like “shop@”, and update the sender name, simply adjust these details in your SMTP plugin to match the preferences set in your SureCart settings, ensuring a consistent and branded email experience.

10. Contact Us If Needed

If you have any questions not covered here in the documentation, or if you are facing some technical issue, we will be happy to assist you. Please visit our contact page on our website to share your question or details with us.

11. Explore Our Other Addons

Be sure to check our other addons for SureCart!