TotalDesk – Helpdesk, Live Chat, Knowledge Base & Ticket System

TotalDesk is a full-featured, all-in-one WordPress support plugin that combines a ticketing system, live chat, knowledge base, and reporting tools into a single, integrated solution. Designed to manage both internal and external customer support, TotalDesk streamlines communication, boosts team efficiency, and improves customer satisfaction.

Key Features

🎫 Ticket System

• Multiple Forms: Choose from 3 pre-built ticket submission forms.

• Inbox Fetching: Automatically convert support emails into tickets.

• Roles & Permissions: Agent and Reporter roles with customizable access.

• My Tickets Page: Personal dashboard for users to manage their tickets.

• Customizable Fields: Define default statuses, ticket types, priorities, and linked projects.

• File Attachments: Upload files directly to tickets.

• Email Replies: Both agents and users can respond to tickets via email.

• Saved Replies: Create canned responses for frequent inquiries.

• Ticket History: Detailed logging of changes and communication.

• Export to XLS: Download ticket data for analysis or backup.

• Ticket Overview: Visual indicators show ticket status, assignment, and urgency.

• Archive Management: Organize closed or outdated tickets into a dedicated archive.

🔔 Notifications

• Email Alerts: Notify users and agents about ticket activity.

• Desktop Notifications: Instant pop-up alerts in real time.

• Slack Integration: Get notified in Slack about new tickets, replies, or status updates.

• Custom Notification Rules: Configure alerts for events like ticket creation, assignment, or resolution.

💬 Live Chat

• Start Chats: Launch chats tied to a ticket or as new topics.

• Offline Messaging: Allow users to leave messages when agents are unavailable.

• Chat Logs: Preserve chat history for reference and reporting.

📖 Knowledge Base (FAQs)

• FAQ Builder: Create FAQs from common support issues or tickets.

• Category Organization: Group FAQs by topic with custom icons.

• Live Search: Real-time filtering and results as users type.

• View Tracking: Monitor how often FAQs are accessed and by whom.

• Flexible Layouts: Choose between list or boxed FAQ views.

• Widgets: Built-in widgets for easy display on pages and sidebars.

📊 Reports & Analytics

• Comprehensive Reporting: Analyze support activity by agent, ticket status, type, system, and time periods (year/month).

• Performance Metrics: Understand team efficiency and issue trends.

🔌 Integrations

• WooCommerce: Link customer tickets with orders and products.

• Envato Integration: Provide purchase-based support.

• Slack Integration: Real-time team collaboration and alerts.

📘 Documentation

• Extensive Help Docs: Step-by-step guidance for setup, configuration, and usage.

Benefits

• Centralized Support Hub: Unify ticketing, live chat, and FAQs under one plugin.

• Increased Efficiency: Speed up response times with saved replies, live notifications, and streamlined workflows.

• Improved User Experience: Offer fast, multi-channel support through email, live chat, and a searchable knowledge base.

• Team Collaboration: Integrate with Slack and use real-time reporting to optimize agent productivity.

TotalDesk is ideal for businesses, agencies, and developers looking for a reliable, integrated solution to manage customer support directly within WordPress—without relying on external platforms.

Would you like a feature comparison table, agent onboarding guide, or FAQ article template to go with this? 💼💬