| @@ -1,21 +1,25 @@ | ||
| 1 | -=== SupportCandy - Helpdesk & Customer Support Ticket System === | |
| 1 | +=== SupportCandy – AI Customer Support Ticket System & Live Chatbot Agent === | |
| 2 | 2 | Contributors: supportcandy,pradeepmakone07,nsgawli |
| 3 | 3 | License: GPL v3 |
| 4 | -Tags: support, helpdesk, ticketing system, customer support, ticket | |
| 4 | +Tags: support, helpdesk, ticketing system, customer support, ai chatbot agent | |
| 5 | 5 | Requires at least: 5.6 |
| 6 | -Tested up to: 6.8 | |
| 6 | +Tested up to: 7.1 | |
| 7 | 7 | Requires PHP: 7.4 |
| 8 | -Stable tag: 3.4.1 | |
| 8 | +Stable tag: 3.5.4 | |
| 9 | 9 | |
| 10 | -Enhance your WordPress site with our helpdesk and support ticket system. Manage customer support, tickets, and email tickets efficiently. | |
| 10 | +Enhance your WordPress site with our AI Powered customer support ticket system. Manage customer support, tickets, and email tickets efficiently. | |
| 11 | 11 | |
| 12 | 12 | == Description == |
| 13 | 13 | |
| 14 | 14 | *THE SIMPLE, SECURE AND FEATURE-RICH SUPPORT TICKETING SYSTEM PLUGIN FOR YOUR WORDPRESS SITE.* |
| 15 | 15 | |
| 16 | -SupportCandy adds to your WordPress site the features of a complete help desk and customer support ticket system. It is one of the oldest helpdesk & customer support ticketing plugin available for WordPress. | |
| 16 | +[Click here](https://supportcandy.net/) to visit our official website. | |
| 17 | 17 | |
| 18 | +Never miss a customer question. Our 24/7 AI Agent uses your knowledge base to resolve inquiries instantly, seamlessly escalating unknown issues to support tickets. | |
| 19 | + | |
| 20 | +Empower your agents to resolve issues faster and deliver consistent, on-brand support with AI-driven summaries, draft generation, and response polishing. | |
| 21 | + | |
| 18 | 22 | We stand as a remarkably versatile and feature-packed help desk and ticket management plugin. Elevate your customer support game by effortlessly handling and resolving customer queries directly from the comfort of your WordPress dashboard. |
| 19 | 23 | |
| 20 | 24 | SupportCandy Helpdesk is the ultimate solution for all your helpdesk and support ticketing needs within WordPress, featuring features comparable to those offered by top-tier SaaS solutions such as Zendesk, Help Scout, or Freshdesk. |
| 21 | 25 | |
| @@ -22,10 +26,8 @@ | ||
| 22 | 26 | [vimeo https://vimeo.com/858235638] |
| 23 | 27 | |
| 24 | 28 | [Follow this](https://supportcandy.net/docs-category/getting-started/) getting started guide and be ready to support your customers like never before within a few minutes! |
| 25 | 29 | |
| 26 | -[Click here](https://supportcandy.net/) to visit our official website. | |
| 27 | - | |
| 28 | 30 | *YOUR WORDPRESS-BASED SELF-HOSTED CUSTOMER SUPPORT SOLUTION BACKED BY UNPARALLEL TECHNICAL SUPPORT* |
| 29 | 31 | |
| 30 | 32 | While we prioritize technical support for our paid users, we are committed to assisting each and every customer promptly. Our dedication ensures that all users receive the assistance they need as quickly as possible. Moreover, we offer best-in-class customer support and maximum features in our free version, setting us apart from others in the industry. |
| 31 | 33 | |
| @@ -32,9 +34,20 @@ | ||
| 32 | 34 | In addition to ticket management, you can assign multiple specific permission levels to agents and customers. Gain access to detailed reports concerning your customers, agents, and the overall productivity of your customer support desk. By navigating through the ticket view, you can gain a comprehensive 360-degree perspective of your customers, including their past tickets, purchase history, membership levels, and more. Armed with this wealth of customer data alongside their queries, you can accomplish much more. |
| 33 | 35 | |
| 34 | 36 | SupportCandy is a self-hosted support ticket plugin offers limitless tickets, support agents, users, tags, and more. There are no constraints, as you maintain ownership of your system and data. |
| 35 | 37 | |
| 38 | += AI Assistant & Chatbot : = | |
| 39 | +24/7 AI Agent that answer questions directly from your knowledge base (AI Training) and automatically create support tickets for everything else. | |
| 40 | +Empower your agents to resolve issues faster and deliver consistent, on-brand support with AI-driven summaries, draft generation, and response polishing. | |
| 41 | + | |
| 42 | +Key capabilities include: | |
| 43 | +* Ticket Summary - Instantly generate a concise summary of long or complex tickets, helping agents quickly understand the issue without reading the entire conversation. | |
| 44 | +* Polish Agent Replies - Draft quickly and let the Polish (AI) button refine your grammar, tone, and clarity. The AI automatically analyzes the entire ticket thread for context, ensuring every response is pinpoint accurate. You can continue to provide follow-up prompts to tweak the suggestion until you’re satisfied, then simply click **Replace** or **Append** to the editor. | |
| 45 | +* Custom AI Prompts - Administrators can define custom prompt instructions from the settings panel. The AI will follow these instructions while polishing replies, allowing you to align responses with your brand voice and support guidelines. | |
| 46 | + | |
| 36 | 47 | = Key features : = |
| 48 | +- AI Chatbot Agent | |
| 49 | +- AI Assistant | |
| 37 | 50 | - Unlimited number of tickets |
| 38 | 51 | - Unlimited number of agents and agent roles |
| 39 | 52 | - Unlimited number of customers |
| 40 | 53 | - Unlimited tags, categories, and custom statuses |
| @@ -64,9 +77,9 @@ | ||
| 64 | 77 | - Rest APIs Support |
| 65 | 78 | - Customizable Appearance to match up with your theme |
| 66 | 79 | - Auto delete closed tickets |
| 67 | 80 | |
| 68 | -= Premium Add-Ons : = | |
| 81 | += Pro Features : = | |
| 69 | 82 | * [Email Piping](https://supportcandy.net/email-piping/) - The Email Piping extension in SupportCandy revolutionizes WordPress customer support by enabling users to create and respond to tickets directly from their email inboxes. This streamlines communication, eliminating the need for repeated website visits. With three piping methods, including Basic IMAP, Gmail and Microsoft Exchange. |
| 70 | 83 | * [WooCommerce Integration](https://supportcandy.net/woocommerce-integration/) - The WooCommerce integration transforms customer support by seamlessly linking WooCommerce functionalities with the WordPress helpdesk plugin. Customers can effortlessly select orders and products within the ticket form, enhancing the assistance-seeking process. Agents gain a comprehensive view of customer order details, including order history and total spent, directly within the ticket. Add a support tab on the My Account page and a help button for orders. |
| 71 | 84 | * [Canned Reply](https://supportcandy.net/canned-reply/) - The Canned Reply extension streamlines customer support in the WordPress helpdesk plugin by enabling agents to save and quickly access frequently used responses. Agents can effortlessly store and organize multiple replies, utilizing macros for added versatility. With a simple click, agents can retrieve canned responses, eliminating the need to remember information each time and significantly saving time. The extension also allows administrators to create public canned responses for universal accessibility. |
| 72 | 85 | * [Assign Agent Rules](https://supportcandy.net/assign-agent-rules/) - Assign Agent Rules extension simplifies agent assignment in the WordPress helpdesk plugin by automating the process based on predefined rules. Administrators set conditions and agents/agent groups for automatic assignment, eliminating the need for tedious manual assignments. When customers create tickets, the system matches conditions and assigns agents accordingly. |
| @@ -103,8 +116,9 @@ | ||
| 103 | 116 | * To-Do List Management |
| 104 | 117 | |
| 105 | 118 | = Our Other Plugins = |
| 106 | 119 | * [PSM Multi Currency Switcher & Currency Converter for WooCommerce](https://psmplugins.com/multi-currency-for-woocommerce/) - Offer your customers a seamless multi-currency shopping experience. This plugin automatically updates exchange rates, detects your customer's currency by their location, and provides robust switching options so you can sell around the world with ease. |
| 120 | +* [PSM Request a Quote for WooCommerce](https://wordpress.org/plugins/psm-request-a-quote/) - Allow customers to request a quote for WooCommerce products with ease. | |
| 107 | 121 | |
| 108 | 122 | == Installation == |
| 109 | 123 | |
| 110 | 124 | = Using The WordPress Dashboard = |
| @@ -133,8 +147,16 @@ | ||
| 133 | 147 | This plugin is almost plug and play! Please [follow this](https://supportcandy.net/docs-category/getting-started/) getting started guide for basic installation instructions. |
| 134 | 148 | |
| 135 | 149 | == Frequently Asked Questions == |
| 136 | 150 | |
| 151 | += What does the AI Chatbot Agent do? = | |
| 152 | + | |
| 153 | +The AI Chatbot Agent is a 24/7 AI-powered agent that answers customer questions directly from your knowledge base (AI Training). If it cannot resolve a query, it automatically creates a support ticket so a human agent can follow up, ensuring no customer request goes unanswered. | |
| 154 | + | |
| 155 | += How does the AI Assistant help support agents? = | |
| 156 | + | |
| 157 | +The AI Assistant helps agents work faster and more consistently by generating instant ticket summaries, drafting replies, and polishing agent responses for grammar, tone, and clarity. Administrators can also define custom AI prompt instructions to align AI-generated replies with their brand voice and support guidelines. | |
| 158 | + | |
| 137 | 159 | = Is it necessary to purchase the pro version of SupportCandy? = |
| 138 | 160 | |
| 139 | 161 | No, it is not necessary. The free version of SupportCandy provides essential features such as email notifications, unlimited agents, customers, and tickets. It includes custom categories, statuses, and priorities. The Pro version, while not mandatory, offers additional benefits like automation to streamline processes, automated assignment of agents, and advanced reporting. It is available at a competitive price within the market segment, providing added functionality for those seeking more advanced features. |
| 140 | 162 | |
| @@ -197,117 +219,52 @@ | ||
| 197 | 219 | 18. Report - Rating (Premium) |
| 198 | 220 | |
| 199 | 221 | == Changelog == |
| 200 | 222 | |
| 201 | -= 3.4.1 (October 08, 2025) = | |
| 202 | -Fix: Translations not loading. | |
| 223 | += 3.5.4 (September 29, 2026) = | |
| 224 | +* New: Added onboarding wizard for new installs | |
| 225 | +* New: Added chatbot overlay message | |
| 226 | +* Fix: Improved dashboard performance | |
| 227 | +* Fix: Fixed email attachment link access | |
| 228 | +* Fix: Improved AI training data processing | |
| 229 | +* Fix: Addressed security issues | |
| 203 | 230 | |
| 204 | -= 3.4.0 (October 08, 2025) = | |
| 205 | -New: Added database indexing to improve performance. | |
| 206 | -Fix: Improved error handling when using an already registered email address during registration. | |
| 231 | += 3.5.3 (September 01, 2026) = | |
| 232 | +* New: Added custom chatbot prompt instructions | |
| 233 | +* New: Added “Last Reply” ticket condition | |
| 234 | +* New: Added sorting to ticket list headers | |
| 235 | +* New: Added sorting handle for form fields | |
| 236 | +* Fix: Cloned agent roles missing permissions | |
| 237 | +* Fix: Fixed View More/Less link functionality | |
| 238 | +* Fix: Custom field attachments missing from notifications | |
| 239 | +* Fix: Preserved links in chatbot replies | |
| 240 | +* Fix: Fixed chatbot button display on mobile | |
| 241 | +* Fix: Skipped near-empty records during ai training synchronization | |
| 242 | +* Fix: Prevented raw JSON from appearing in chatbot | |
| 243 | +* Fix: Addressed security vulnerability issue | |
| 207 | 244 | |
| 208 | -= 3.3.9 (September 24, 2025) = | |
| 209 | -Fix: User registration and Open ticket features are not working | |
| 245 | += 3.5.2 (August 11, 2026) = | |
| 246 | +* New: Added chatbot auto-popup setting | |
| 247 | +* Fix: Addressed security vulnerability issue | |
| 210 | 248 | |
| 211 | -= 3.3.8 (September 19, 2025) = | |
| 212 | -New: Added GDPR setting to disable IP address collection | |
| 213 | -Fix: ticket_history_all,ticket_history_all_with_logs,ticket_history_all_with_notes,ticket_history_all_with_notes_and_logs not returning all replies/notes/logs | |
| 214 | -Fix: Active agents not cleared on tab close | |
| 215 | -Fix: Security vulnerability patched | |
| 216 | -Fix: PHP notice for customers resolved | |
| 249 | += 3.5.1 (July 30, 2026) = | |
| 250 | +* New: Added AI assistant features (polish, draft, summary) as part of this core product for free. | |
| 251 | +* New: Introduced chatbot agent feature | |
| 252 | +* Fix: Auto-archive closed tickets setting not working | |
| 253 | +* Fix: Customer ticket count not updating | |
| 254 | +* Fix: Agent collision widget shows names with avatars | |
| 255 | +* Fix: WPML pages issue with custom script loading | |
| 256 | +* Fix: Ticket list search not working | |
| 217 | 257 | |
| 218 | -= 3.3.7 (August 29, 2025) = | |
| 219 | -New: Confirmation pop-up for private note submission (can be disabled from settings). | |
| 220 | -Fix: Incorrect REST API response for /wp-json/supportcandy/v2/tickets/<ticket_id>/threads | |
| 258 | += 3.5.0 (June 30, 2026) = | |
| 259 | +* Fix: Tickets going to archived unexpectedly | |
| 221 | 260 | |
| 222 | -= 3.3.6 (August 13, 2025) = | |
| 223 | -Fix: Flash sale banner not dissmissable. | |
| 261 | += 3.4.9 (June 30, 2026) = | |
| 262 | +* New: Added AI chatbot in Productivity Suite (Pro) | |
| 263 | +* Fix: Addressed reported security vulnerability | |
| 264 | +* New: Introduced new developer hook | |
| 224 | 265 | |
| 225 | -= 3.3.5 (August 08, 2025) = | |
| 226 | -New: Raised By widget now includes a direct link to the user's WordPress profile. | |
| 227 | -Fix: File uploads now work correctly for files with non-standard MIME type extensions | |
| 228 | -Fix: Corrected a bug where agents were incorrectly displayed as active on a ticket even after they had left the conversation | |
| 229 | -Fix: Resolved a conflict with TranslatePress that was blocking ticket creation | |
| 266 | += 3.4.8 (June 04, 2026) = | |
| 267 | +* New: Added Cloudflare CAPTCHA integration | |
| 268 | +* Fix: Resolved PHP notice issues | |
| 230 | 269 | |
| 231 | -= 3.3.4 (July 14, 2025) = | |
| 232 | -Fix: Resolved conflict with DataTables script used by other plugins | |
| 233 | -Fix: Report dates now follow the site's WordPress language settings | |
| 234 | -Fix: Improved dashboard widget report responsiveness | |
| 235 | -Fix: Fixed issue preventing attachment downloads due to a plugin conflict | |
| 236 | -Fix: Agent signature now correctly appends when tickets are created by agents on behalf of customers | |
| 237 | - | |
| 238 | -= 3.3.3 (April 16, 2025) = | |
| 239 | -Fix: Uncaught Error due to EDD updator class. Rolling back to previous version. | |
| 240 | - | |
| 241 | -= 3.3.2 (April 16, 2025) = | |
| 242 | -Fix: Date Created and Date Updated filters for Today and Yesterday not functioning correctly | |
| 243 | -Fix: Issue creating custom fields on certain server configurations | |
| 244 | -Fix: DataTables library updated to the latest version | |
| 245 | - | |
| 246 | -= 3.3.1 (February 05, 2025) = | |
| 247 | -Fix: Resolved a vulnerability in attachment uploads | |
| 248 | -Fix: Unresolved ticket count was not displaying correctly on the dashboard | |
| 249 | -Fix: Login issues occurring in certain cases | |
| 250 | -Fix: Database notices appearing on older MySQL versions | |
| 251 | - | |
| 252 | -= 3.3.0 (November 14, 2024) = | |
| 253 | -* New: Option to open tickets in a new tab (use Ctrl+Click to open tickets in a separate tab) | |
| 254 | -* New: Additional date range filters added to dashboard widgets for enhanced filtering | |
| 255 | -* Fix: Values of conditional custom fields not clearing properly in the new ticket form | |
| 256 | -* Fix: Guest users unable to reply to tickets issue resolved | |
| 257 | -* Fix: Deletion issues with ticket statuses, priorities, and categories fixed | |
| 258 | - | |
| 259 | -= 3.2.9 (August 12, 2024) = | |
| 260 | -* Fix: Enhanced attachment security to prevent potential vulnerabilities | |
| 261 | -* Fix: Improved compatibility with PHP 8.2 | |
| 262 | - | |
| 263 | -= 3.2.8 (July 03, 2024) = | |
| 264 | -* New: Dashboard widget to show number of tickets created by day of week | |
| 265 | -* New: Filter added for customer list | |
| 266 | -* Fix: Validation for Assignee field not working in create ticket form | |
| 267 | -* Fix: File upload not working on some servers | |
| 268 | -* Fix: Unable to create duplicate ticket | |
| 269 | -* Fix: Can't create a new ticket from a thread | |
| 270 | -* New: Productivity Suite add-on (Premium) | |
| 271 | - | |
| 272 | -= 3.2.7 (April 23, 2024) = | |
| 273 | -* New: Dyanamic filters added for date created and date updated | |
| 274 | -* New: New condition "Last reply source" added | |
| 275 | -* New: Appreance setting for "Reply & Close" button | |
| 276 | -* New: Setting to disable "Reply & Close" button | |
| 277 | -* New: Filter added for recent activity logs | |
| 278 | -* New: Wating for visibility conditions | |
| 279 | -* New: New macro {ticket_url_plain} added | |
| 280 | -* New: Term and condtions, gdpr setting added for registration | |
| 281 | -* New: Toggle button addde for ticket widgets | |
| 282 | -* Fix: Not showing correct live agents in agent collision | |
| 283 | -* Fix: Unable to download attachments of duplicate tickets | |
| 284 | -* Fix: Showing notice on PHP 8.1 | |
| 285 | -* Fix: Ticket list pagination not showing correct results | |
| 286 | -* Fix: Unable to download attachments on some servers | |
| 287 | -* Fix: Translation improvments | |
| 288 | - | |
| 289 | -= 3.2.6 (February 22, 2024) = | |
| 290 | -* New: Added Auto-refresh setting for dashboard | |
| 291 | -* New: Introduced a customizable option to set number custom field as integer or float | |
| 292 | -* Fix: Datepicker not working on polish sites | |
| 293 | -* Fix: Dashboard improvements and fixes | |
| 294 | -* Fix: Bulk assign agent not working | |
| 295 | -* Fix: Working hours setting not loading | |
| 296 | -* Fix: Blank links showing in admin menu | |
| 297 | -* Fix: Delete and replace category, priority and status not working | |
| 298 | - | |
| 299 | -= 3.2.5 (February 9, 2024) = | |
| 300 | -* Fix: Unable to upload some attachments after v3.2.4 | |
| 301 | -* Fix: Wrong ticket url on dashboard | |
| 302 | - | |
| 303 | -= 3.2.4 (February 6, 2024) = | |
| 304 | -* New: Dashboard feature added | |
| 305 | -* New: Recent Activities feature for administrators | |
| 306 | -* New: UI improvements for Customer Profile, My Account and Agent Profile | |
| 307 | -* Fix: Vulnerability fix | |
| 308 | -* Fix: Email notifications does not support RTL | |
| 309 | -* FiX: Does not change ticket status after a reply added from API | |
| 310 | -* Fix: Removed H1 tag from model header | |
| 311 | -* Fix: Tags are not working in email piping rules | |
| 312 | - | |
| 313 | -[See changelog for all versions](https://supportcandy.net/changelog/). | |
| 270 | +[See changelog for all versions](https://plugins.svn.wordpress.org/supportcandy/trunk/changelog.txt). | |
