Jalpi Support Tickets

Description

Jalpi Support Tickets adds a complete help desk and ticket management system to your WordPress site in minutes. Visitors can submit support tickets without creating an account, and track them using a Ticket ID and email address. Admins manage everything from a familiar WordPress-style dashboard.

No account walls. No complex setup. Just add two shortcodes and your support system is live.

Who is this for?

• Freelancers and agencies who need a simple way to collect and manage client requests.
• Small businesses and startups looking for a free, self-hosted alternative to expensive SaaS helpdesks.
• WooCommerce and membership sites that want to offer post-sale support without a third-party service.
• Anyone who wants a lightweight support system without the bloat of full-scale helpdesk suites.

How it works

1. Add [jalpi_hd_form] to any page — visitors fill in their name, email, subject, and message to submit a ticket.
2. Both the admin and the customer receive email notifications instantly.
3. Admins reply from the WordPress dashboard. Customers get notified by email.
4. Customers use [jalpi_hd_track] on any page to look up their ticket by Ticket ID and email — no login needed.

Core Features

• Guest ticket submission — no registration or login required.
• Ticket tracking by ID and email — customers can check status and read replies anytime.
• Admin dashboard — see open, pending, and closed ticket counts at a glance.
• Reply system with email notifications — admin replies are emailed to the customer automatically.
• Three-status workflow — Open, Pending, and Closed. Tickets reopen automatically when a customer replies to a pending ticket.
• Priority levels — Low, Medium, and High.
• Department routing — define custom departments (General, Technical, Billing, Sales, or your own).
• File attachments — customers and admins can attach files (JPG, PNG, PDF, DOC, DOCX, ZIP) with configurable size limits.
• Auto-close tickets — optionally close inactive tickets after a set number of days via WP-Cron.
• Admin-created tickets — create tickets on behalf of customers directly from the dashboard.

Customization

• Form field control — show or hide Subject, Department, Priority, Message, and Attachment fields.
• Custom labels and placeholders — change every field label and placeholder text from the settings page without touching code.
• Custom submit button text — match your site’s tone and language.
• Custom departments — add, remove, or rename departments from the settings page.

Email and SMTP

• Works out of the box with WordPress default wp_mail().
• Optional built-in SMTP configuration — set your own SMTP host, port, encryption, and credentials.
• Send test emails from the SMTP settings page to verify deliverability.
• Separate email templates for new tickets, admin replies, and ticket closures.

Developer-Friendly Extras

• REST API (opt-in) — list tickets, create tickets, view ticket details, and add replies via API. Secured with a dedicated API key sent in the X-Jalpi-API-Key header.
• Webhooks (opt-in) — receive real-time HTTP POST notifications when tickets are created, updated, closed, or replied to. Supports HMAC-SHA256 signature verification.
• Action hooks — jalpi_hd_ticket_created, jalpi_hd_reply_added, jalpi_hd_ticket_status_changed, and jalpi_hd_ticket_closed for custom integrations.

Privacy and Security

• GDPR-friendly — integrates with the WordPress personal data exporter and eraser tools. Customers can request export or deletion of their ticket data.
• Privacy policy suggestion — automatically adds a suggested section to your privacy policy page.
• Spam protection — built-in rate limiting (5 submissions per IP every 5 minutes) on the public form.
• Secure file storage — uploaded attachments are stored in a protected directory with .htaccess, web.config, and index.php guards to prevent direct access.
• Nonce verification on all forms and AJAX actions.
• Capability checks — all admin actions require manage_options.
• Clean uninstall — optionally remove all plugin data (database tables, files, and settings) on uninstall.

Shortcodes

• [jalpi_hd_form] — displays the ticket submission form.
• [jalpi_hd_track] — displays the ticket tracking form.

Translation Ready

Fully translatable with a .pot file included. Works with Loco Translate, WPML, Polylang, and TranslatePress.

Jalpi Support Tickets is part of the Jalpi product line, developed and maintained by Konceptwise Digital Media Pvt. Ltd..