| @@ -1,12 +1,12 @@ | ||
| 1 | 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: 7.0 | |
| 6 | +Tested up to: 7.1 | |
| 7 | 7 | Requires PHP: 7.4 |
| 8 | -Stable tag: 3.4.9 | |
| 8 | +Stable tag: 3.5.4 | |
| 9 | 9 | |
| 10 | 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 == |
| @@ -14,11 +14,11 @@ | ||
| 14 | 14 | *THE SIMPLE, SECURE AND FEATURE-RICH SUPPORT TICKETING SYSTEM PLUGIN FOR YOUR WORDPRESS SITE.* |
| 15 | 15 | |
| 16 | 16 | [Click here](https://supportcandy.net/) to visit our official website. |
| 17 | 17 | |
| 18 | -[AI Chatbot (PRO)](https://supportcandy.net/ai-chatbot/): 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. | |
| 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 | 19 | |
| 20 | -[AI Assistant (PRO)](https://supportcandy.net/ai-assistant/): Empower your agents to resolve issues faster and deliver consistent, on-brand support with AI-driven summaries, draft generation, and response polishing. | |
| 20 | +Empower your agents to resolve issues faster and deliver consistent, on-brand support with AI-driven summaries, draft generation, and response polishing. | |
| 21 | 21 | |
| 22 | 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. |
| 23 | 23 | |
| 24 | 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. |
| @@ -34,9 +34,20 @@ | ||
| 34 | 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. |
| 35 | 35 | |
| 36 | 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. |
| 37 | 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 | + | |
| 38 | 47 | = Key features : = |
| 48 | +- AI Chatbot Agent | |
| 49 | +- AI Assistant | |
| 39 | 50 | - Unlimited number of tickets |
| 40 | 51 | - Unlimited number of agents and agent roles |
| 41 | 52 | - Unlimited number of customers |
| 42 | 53 | - Unlimited tags, categories, and custom statuses |
| @@ -67,10 +78,8 @@ | ||
| 67 | 78 | - Customizable Appearance to match up with your theme |
| 68 | 79 | - Auto delete closed tickets |
| 69 | 80 | |
| 70 | 81 | = Pro Features : = |
| 71 | -* [AI Assistant](https://supportcandy.net/ai-assistant/) - Empower your agents to resolve issues faster and deliver consistent, on-brand support with AI-driven summaries, draft generation, and response polishing. | |
| 72 | -* [AI Chatbot](https://supportcandy.net/ai-chatbot/) - 24/7 AI Agent that answer questions directly from your knowledge base (AI Training) and automatically create support tickets for everything else. | |
| 73 | 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. |
| 74 | 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. |
| 75 | 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. |
| 76 | 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. |
| @@ -95,17 +104,8 @@ | ||
| 95 | 104 | * [LMS Integrations](https://supportcandy.net/downloads/lms-integration/) - Effortlessly integrate popular LMS (Learning Management System) plugins into SupportCandy with the LMS Integration add-on. This integration enhances the support process by allowing customers to specify a particular course or their course when creating a ticket. Agents can seamlessly access customer course details directly within the ticket, providing a more streamlined and efficient support experience. The supported LMS plugins include LifterLMS, Tutor LMS, and LearnPress LMS. |
| 96 | 105 | * [Email Marketing Tools Integration](https://supportcandy.net/downloads/email-marketing-tools-integration/) - Elevate customer engagement by effortlessly connecting SupportCandy with leading email marketing tools like MailChimp,GetResponse and Brevo. Subscribe users during registration or ticket creation, and personalize interactions with subscriber tags. |
| 97 | 106 | * [Webhooks](https://supportcandy.net/downloads/webhooks/) - Webhooks deliver real-time notifications, ensuring you stay informed during critical support events, from new ticket creation to closures and agent assignments. |
| 98 | 107 | |
| 99 | -= AI Assistant (Pro) : = | |
| 100 | - | |
| 101 | -Enhance your support workflow with our powerful AI Assistant feature, designed to improve agent efficiency and response quality. | |
| 102 | - | |
| 103 | -Key capabilities include: | |
| 104 | -* Ticket Summary - Instantly generate a concise summary of long or complex tickets, helping agents quickly understand the issue without reading the entire conversation. | |
| 105 | -* 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. | |
| 106 | -* 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. | |
| 107 | - | |
| 108 | 108 | = Examples areas of use : = |
| 109 | 109 | * Helpdesk |
| 110 | 110 | * Technical Support |
| 111 | 111 | * Trouble Ticket |
| @@ -147,8 +147,16 @@ | ||
| 147 | 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. |
| 148 | 148 | |
| 149 | 149 | == Frequently Asked Questions == |
| 150 | 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 | + | |
| 151 | 159 | = Is it necessary to purchase the pro version of SupportCandy? = |
| 152 | 160 | |
| 153 | 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. |
| 154 | 162 | |
| @@ -211,8 +219,46 @@ | ||
| 211 | 219 | 18. Report - Rating (Premium) |
| 212 | 220 | |
| 213 | 221 | == Changelog == |
| 214 | 222 | |
| 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 | |
| 230 | + | |
| 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 | |
| 244 | + | |
| 245 | += 3.5.2 (August 11, 2026) = | |
| 246 | +* New: Added chatbot auto-popup setting | |
| 247 | +* Fix: Addressed security vulnerability issue | |
| 248 | + | |
| 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 | |
| 257 | + | |
| 258 | += 3.5.0 (June 30, 2026) = | |
| 259 | +* Fix: Tickets going to archived unexpectedly | |
| 260 | + | |
| 215 | 261 | = 3.4.9 (June 30, 2026) = |
| 216 | 262 | * New: Added AI chatbot in Productivity Suite (Pro) |
| 217 | 263 | * Fix: Addressed reported security vulnerability |
| 218 | 264 | * New: Introduced new developer hook |
| @@ -219,29 +265,6 @@ | ||
| 219 | 265 | |
| 220 | 266 | = 3.4.8 (June 04, 2026) = |
| 221 | 267 | * New: Added Cloudflare CAPTCHA integration |
| 222 | 268 | * Fix: Resolved PHP notice issues |
| 223 | - | |
| 224 | -= 3.4.7 (May 26, 2026) = | |
| 225 | -* New: Option to disable email notifications for specific tickets | |
| 226 | -* New: Improved form validation to highlight incomplete fields on submission | |
| 227 | -* New: Agent collision widget added | |
| 228 | -* Fix: Security vulnerability resolved | |
| 229 | -* Fix: Email notifications not sent to agents assigned via workflows | |
| 230 | - | |
| 231 | -= 3.4.6 (March 23, 2026) = | |
| 232 | -* New: Added Merge Ticket feature (Pro) in Productivity Suite. | |
| 233 | -* New: Added AI Assistant feature (Pro) in Productivity Suite. | |
| 234 | -* New: Archive action added for deleted tickets. | |
| 235 | -* Fix: Addons not updating when Home URL and Site URL are different. | |
| 236 | -* Fix: Improved upgrade process from version 2 to version 3. | |
| 237 | -* Fix: Optimized dashboard card performance. | |
| 238 | -* Fix: Bullet lists not displaying in ticket replies. | |
| 239 | -* Fix: Reply restrictions now apply to all statuses defined as Closed Statuses | |
| 240 | -* New: Added hooks in the registration form. | |
| 241 | - | |
| 242 | -= 3.4.5 (January 28, 2026) = | |
| 243 | -* Fix: Resolved an issue where archived tickets could not be deleted | |
| 244 | -* Fix: Fixed a bug preventing actions from being performed in the settings panel | |
| 245 | -* Fix: Addressed reported security vulnerabilities to improve overall system safety | |
| 246 | 269 | |
| 247 | 270 | [See changelog for all versions](https://plugins.svn.wordpress.org/supportcandy/trunk/changelog.txt). |
