Skip to main content
Paid AddonPurchase Support Tickets | Install via your site's addon page or download from your account

Support Tickets

Support Tickets is a powerful addon for Ultimate Multisite that adds a comprehensive support ticket system to your WordPress network. Perfect for SaaS platforms, WaaS (Website as a Service) providers, and multisite networks that need to provide customer support at both the network and individual site levels.

Why Choose Support Tickets?​

  • Multi-Level Support: Network admins handle network-wide tickets while site owners manage their own customer support
  • Professional Workflow: Complete ticket lifecycle management with priorities, statuses, and assignments
  • Customer Experience: Beautiful, responsive interface that makes it easy for customers to get help
  • Secure & Reliable: Built with WordPress security best practices and optimized database performance
  • Seamless Integration: Works perfectly with Ultimate Multisite's customer and site management

Key Features​

Complete Ticket Management

  • Unique ticket numbering system for easy reference
  • Configurable priority levels (Low, Normal, High, Critical)
  • Comprehensive status workflow (Open, In Progress, Waiting, Resolved, Closed)
  • Ticket categorization (General, Technical, Billing, Feature Request, Bug Report)
  • Assign tickets to support agents with optional auto-assignment

Threaded Conversations

  • Full conversation threading for ticket replies
  • Distinct styling for staff and customer responses
  • Private staff notes that customers can't see
  • Real-time AJAX-powered interface
  • Modern text editor with formatting options

File Attachments

  • Secure file upload with drag-and-drop support
  • Configurable file type and size restrictions
  • Advanced security with malicious file detection
  • Protected downloads with access controls

Smart Notifications

  • Automatic email alerts for new tickets, replies, and status changes
  • Customizable email templates
  • Role-based notifications for staff and customers
  • Dynamic template variables for personalized messages

Powerful Admin Interface

  • Advanced ticket list with sorting and filtering
  • Quick edit for status, priority, and assignments
  • Bulk actions for efficient management
  • Statistics dashboard with performance metrics
  • Comprehensive settings panel

Beautiful Customer Portal

  • Clean, responsive interface on all devices
  • Mobile-first design
  • Advanced search and filtering
  • Modern editor with formatting toolbar
  • Easy-to-use ticket submission forms

Flexible Integration

  • Use shortcodes or Ultimate Multisite UI elements
  • Display ticket forms and lists anywhere on your site
  • Works seamlessly with multisite network structure
  • Extensible with hooks and filters

Perfect For​

  • SaaS platforms needing customer support
  • WaaS providers managing multiple client sites
  • Membership sites with tiered support
  • Network administrators managing multiple brands
  • Site owners providing customer service

Installation​

  1. Ensure Ultimate Multisite plugin is installed and activated on your WordPress network
  2. Upload the addon files to your /wp-content/plugins/ directory
  3. Network activate the plugin through the 'Plugins' menu in WordPress
  4. Navigate to Network Admin > Support Tickets to configure your settings

Frequently Asked Questions​

Does this require Ultimate Multisite?​

Yes, this addon requires Ultimate Multisite to be installed and active. It integrates deeply with Ultimate Multisite's customer and site management features.

Can site owners handle their own customer support?​

Absolutely! Site owners can use the ticket system to provide support to their own customers, while network admins can handle network-wide support tickets.

How do customers submit tickets?​

You can add ticket submission forms anywhere on your site using shortcodes or Ultimate Multisite UI elements. Customers simply fill out the form and submit their request.

Can I customize the ticket statuses and priorities?​

Yes! You can fully customize priority levels, statuses, and ticket types in the network admin settings to match your support workflow.

Does it support file attachments?​

Yes, both customers and staff can attach files to tickets and responses. You have full control over allowed file types and size limits for security.

How are notifications handled?​

The system automatically sends email notifications for new tickets, replies, and status changes. You can customize all email templates in the settings.

Can I assign tickets to specific support agents?​

Yes, you can manually assign tickets to agents or enable auto-assignment to distribute tickets automatically.

Are there private notes for staff?​

Yes, staff members can add private replies that are only visible to other staff members, not to customers.

Is it mobile-friendly?​

Absolutely! The entire interface is built with a mobile-first approach and works beautifully on all devices.

Can I display ticket lists and forms using shortcodes?​

Yes! Available shortcodes:

  • [wu_support_tickets] - Display customer ticket list
  • [wu_support_ticket_form] - Display new ticket submission form
  • [wu_support_ticket_view ticket_id="123"] - Display specific ticket

What file types can be uploaded?​

You can configure allowed file types in the settings. The system includes advanced security scanning to protect against malicious files.

Can I export ticket data?​

Yes, the addon includes export capabilities for ticket data and statistics.