Introduction

SureCart is quickly becoming a go-to choice for WordPress users looking for a solid ecommerce platform. Their platform continues to grow and empower store owners. To help you get even more out of it, we’re excited to introduce our latest addon: Support Portal for SureCart.

This addon integrates a support ticketing system directly into SureCart, making it easy for customers to contact the store regarding their products and orders. Store owners can manage customer support requests within the WordPress dashboard, and customers can conveniently view their tickets and create new requests within their Customer Dashboard.

The Support Portal gives you the tools to keep your customers happy without leaving the SureCart environment. In this introduction, we’ll walk you through the key features and show you how this addon works.

Main Plugin Features

• Integrates seamlessly with SureCart for a unified support experience.
• Allows you to add and configure custom form fields to efficiently gather customer support details.
• Provides options to customize support portal settings and preferences to fit your business requirements.
• Guides customers with clear titles and descriptions for each field, helping them understand what specific information or files are needed.
• Manages backend access to support ticket features based on user roles.
• Implements custom order statuses such as “New,” “Waiting For Admin,” “Waiting For Customer,” and “Closed” to track ticket progress.
• Lets you manually mark support tickets as completed when resolved.
• Offers customizable email notification templates with personalized text and dynamic variables.
• Enables direct communication between admin support agents and customers within the SureCart UI.
• Facilitates easy file sharing between admin support agents and customers.
• Displays product and order details on individual support tickets for easy reference.
• Shows pending alert notification badges in the menu for both admins and customers.
• Provides a custom block or shortcode to display a list of customer support tickets on any page.
• Includes a section for associated support tickets in both the SureCart order and customer profile.
• Adapts to the brand color from SureCart or the UI accent color.
• Supports SureCart’s dark mode with compatible themes.

User Interface

The screenshot below shows an example of what the customer would see when they are creating a new support request with the support form integrated into a new Support Portal tab in the Customer Dashboard:

The customer could also view a list of all the past support tickets they have created, along with the subject and status of each one. 

The customer can click the “View” button in the ticket list to see the individual support ticket details and reply as needed. The next screenshot shows an example of what the customer would see when viewing an existing support ticket conversation:

The next screenshot shows an example of what a support agent would see when viewing the same ticket in the backend:

There are many more screenshots to see, so please visit the product page to see more and explore all the features and settings to learn how the plugin works. The product page has a thorough list of all the features and settings, along with many more screenshots.

As for the admin settings, all of our SurelyWP plugins use the same unified interface, which integrate seamlessly with each other, allowing you to easily switch from one to another when more than one of our other SurelyWP plugins are installed.