Helpdesk Platform is a comprehensive support ticket system plugin for Premium URL Shortener that allows users to create support tickets and administrators to manage and respond to them efficiently.

This documentation covers how to install, configure, and use all features of the Helpdesk Platform plugin. If you encounter any issues or need help, please contact us.

License

Two types of license are available: Regular or Extended. If you are using Premium URL Shortener for multiple websites, you must buy a license for each of them.

Items purchased under a Regular or Extended License may NOT be redistributed or resold "as-is" or as part of any other collection. You do not own the software but simply own a license to operate it; the author retains full rights.

Regular License Examples (from Envato)

Use, by you or one client, in a single end product which end users are not charged for. The Regular License could be used for:

• Single website (commercial, personal, or non-profit).
• Single website for a client.
• Single intranet site project.

Extended License Examples (from Envato)

Use in a single end product which end users can be charged for. The Extended License could be used for:

• An online service where the file can be displayed on multiple users' pages.
• Part of a software package for sale such as SaaS.

The Helpdesk Platform plugin can be installed through the Premium URL Shortener admin panel. Follow these steps to install the plugin:

Using the Plugin Manager

1. Log in to your Premium URL Shortener admin panel
2. Navigate to Admin Panel Plugins All Plugins
3. Click on the Upload button
4. Select the helpdesk plugin ZIP file
5. Once uploaded, click on the three dots next to the plugin and select Activate
6. The plugin will automatically create the necessary database tables and configuration

The Helpdesk Platform plugin requires Premium URL Shortener to be installed and running. Please ensure you meet the following requirements:

To upgrade the Helpdesk Platform plugin:

1. Backup your database and files
2. Go to Admin Panel Plugins All Plugins
3. Click on the three dots next to the Helpdesk Platform plugin
4. Select Deactivate (optional, but recommended)
5. Upload the new version of the plugin ZIP file
6. The plugin will automatically update the database schema if needed
7. Reactivate the plugin if you deactivated it

The Helpdesk Platform provides a comprehensive ticket management system that allows users to create support tickets and administrators to manage them efficiently.

Ticket Statuses

Each ticket can have one of the following statuses:

• Open — Newly created ticket that requires attention
• Pending — Ticket is waiting for user response or additional information
• Resolved — Ticket has been resolved but not yet closed
• Closed — Ticket is closed and no longer active

Ticket Priorities

Tickets can be assigned different priority levels:

• Low — General inquiries that can be handled during normal business hours
• Medium — Standard support requests
• High — Important issues that require prompt attention
• Urgent — Critical issues that need immediate attention

Ticket Assignment

Administrators can assign tickets to specific support agents. When auto-assignment is enabled in settings, new tickets are automatically assigned to the default admin user. You can manually reassign tickets to any admin user from the ticket view page.

Ticket Filtering

The admin ticket list supports advanced filtering by:

• Status (Open, Pending, Resolved, Closed)
• Priority (Low, Medium, High, Urgent)
• Category
• Assigned Agent
• Date Range
• Search (Subject, Description, Username, Email)

Categories help organize tickets into different departments or topics. You can create custom categories to better manage your support tickets.

Creating Categories

1. Go to Admin Panel Helpdesk Platform Categories
2. Click on Add New Category
3. Enter the category name, slug, and description
4. Choose a color for the category (used for visual identification)
5. Set the sort order (lower numbers appear first)
6. Click Save

Managing Categories

You can edit or delete categories at any time. When deleting a category, tickets assigned to that category will have their category removed but will remain in the system.

Custom fields allow you to collect additional information from users when they create tickets. This helps you gather specific details relevant to your support process.

Field Types

The plugin supports the following custom field types:

• Text — Single line text input
• Textarea — Multi-line text input
• Select — Dropdown selection
• Checkbox — Multiple checkbox options
• Radio — Radio button selection

Creating Custom Fields

1. Go to Admin Panel Helpdesk Platform Custom Fields
2. Click on Add New Field
3. Enter the field name and slug
4. Select the field type
5. For Select, Checkbox, and Radio types, enter options (one per line)
6. Mark the field as required if users must fill it
7. Set the sort order
8. Click Save

Saved replies allow administrators to quickly insert pre-written responses to common questions or issues. This significantly speeds up response times and ensures consistency.

Creating Saved Replies

1. Go to Admin Panel Helpdesk Platform Saved Replies
2. Click on Manage Saved Replies
3. Click on Add New Reply
4. Enter a title for the saved reply
5. Enter the reply content (supports HTML formatting)
6. Optionally assign it to a category for easier organization
7. Click Save

Using Saved Replies

When replying to a ticket in the admin panel, you can:

• Click on the Saved Replies dropdown to view all saved replies
• Select a saved reply to insert it into the reply editor
• Edit the content before sending if needed

The Helpdesk Platform includes powerful AI integration using OpenAI's API to help administrators generate professional responses, rewrite text, and summarize ticket content.

Setting Up OpenAI

1. Go to Admin Panel Helpdesk Platform Settings
2. Navigate to the AI Integration tab
3. Enable OpenAI integration
4. Enter your OpenAI API key (you can get one from OpenAI Platform)
5. Select the default model (e.g., gpt-4o-mini, gpt-4, gpt-3.5-turbo)
6. Set the maximum tokens for responses
7. Click Save Settings

AI Features

Generate Reply

Automatically generate professional replies based on the ticket context. The AI analyzes the ticket description, user information, and previous replies to create an appropriate response.

AI Rewrite

Select text in your reply and use the AI Rewrite feature to improve clarity, professionalism, or tone. Available modes:

• Rewrite — Improve the text while maintaining meaning
• Expand — Add more detail and context
• Proofread — Correct spelling, grammar, and style

Summarize

Generate concise summaries of ticket descriptions or replies to quickly understand the key points.

Custom AI Models

You can create and train custom OpenAI models for your specific use case:

1. Go to Admin Panel Helpdesk Platform AI Models
2. Click on Add New Model
3. Enter the model name and description
4. Provide the training data URL (if using fine-tuning)
5. Select the base model
6. Click Save and then Train Model

The Helpdesk Platform can send email notifications to users and administrators for various ticket events.

Notification Types

• New Ticket — Sent to administrators when a user creates a new ticket
• New Reply — Sent to users when an administrator replies to their ticket
• Ticket Resolved — Sent to users when their ticket is marked as resolved
• Ticket Closed — Sent to users when their ticket is closed

Configuring Notifications

1. Go to Admin Panel Helpdesk Platform Settings
2. Navigate to the Email Notifications tab
3. Enable or disable each notification type
4. Set the admin email address for new ticket notifications
5. Click Save Settings

Email Templates

You can customize the email templates. Use the following placeholders:

• {ticket_id} — Ticket ID number
• {subject} — Ticket subject
• {user_name} — User's name or username
• {user_email} — User's email address
• {admin_name} — Admin's name or username
• {ticket_url} — Direct link to the ticket
• {site_name} — Your site name

Users and administrators can attach files to tickets and replies. Configure attachment settings in the plugin settings: Maximum Attachments and Maximum File Size (in MB).

Allowed file types: Images (JPG, JPEG, PNG, GIF), Documents (PDF, TXT).

Users can rate their support experience after a ticket is resolved or closed. The rating system uses a 5-star scale (1 = Very poor, 2 = Poor, 3 = Average, 4 = Good, 5 = Excellent).

Enable "Support Rating Enabled" in Admin Panel Helpdesk Platform Settings General tab. Users will see a rating form when viewing resolved or closed tickets.

The admin dashboard provides a comprehensive overview with statistics: total tickets, tickets by status and priority, recent tickets, ticket trends over the last 30 days, average response time, and average resolution time.

You can export dashboard statistics and ticket data (date range, format CSV or JSON) from the Helpdesk Dashboard Export button.

The plugin can capture contact form submissions and convert them into support tickets or store them as contact messages. Enable "Capture Contact Form Messages" in Admin Panel Helpdesk Platform Settings Advanced tab.

View and respond to contact messages under Admin Panel Helpdesk Platform Contact Messages. You can respond via email or convert to a support ticket.

Users can create support tickets from their dashboard. Log in, go to Support Tickets, click Create New Ticket, fill in category, subject, description, priority, custom fields, and attachments, then click Submit Ticket. You can view all your tickets, their status, priority, and last reply time from the Support Tickets page.

Go to Support Tickets, open the ticket, scroll to the reply section, enter your message (rich text), attach files if needed, and click Send Reply.

After a ticket is resolved or closed, open it from Support Tickets, scroll to the rating section, select a rating (1–5 stars), optionally leave a comment, and click Submit Rating. You can only rate a ticket once.

The admin dashboard displays total tickets, open/pending/resolved/closed counts, priority breakdown, recent tickets list, and ticket trends chart. Urgent tickets are highlighted for quick access.

Go to Admin Panel Helpdesk Platform Tickets to view and filter tickets. When replying: enter your reply, use saved replies or AI features, attach files, and choose Send, Send & Mark Pending, Send & Resolve, or Send & Close. You can update Status, Priority, Category, and Assignment from the ticket view. To delete a ticket, open it and click Delete (this permanently removes the ticket, replies, attachments, and ratings).

Configure General (Support Enabled, Auto Assign, Maximum Attachments, Attachment Size, Rating Enabled, SLA Hours, Auto Close Days), Email (notifications, admin email, notify on new ticket/reply/resolved/closed), AI (OpenAI enabled, API key, model, max tokens), and Advanced (Capture Contact Form). All settings take effect when you click Save Settings.

On the Tickets page, select tickets with the checkboxes, choose an action from the bulk actions dropdown (Close, Open, Mark Pending, Set Priority, Delete), then click Apply. Bulk actions are applied immediately.