WordPress Plugin

Support Ticket Plus — Product Specification

A production-ready help desk for WordPress. Manage support requests from creation through resolution with a customer portal, agent dashboard, SLA tracking, and optional Pro add-on for email ticketing and AI.

By LucrativeIT.com · Live demo

WordPress 6.2+ PHP 8.2+ License GPLv2 Shortcode [lucrativeit_support_portal]

SLA Tracking

Priority-based deadlines & breach alerts

Departments

Round-robin auto-assignment

Customer Portal

Tickets, KB, notifications

Built-in SMTP

Reliable email delivery

Reports

Volume, SLA, agent performance

Pro Add-on

Email ticketing, Gmail, AI

Installation

Install & configure in minutes

Upload the plugin, activate it, and the Support Portal page is created automatically with the portal shortcode.

Upload to wp-content/plugins/lucrativeit-support-ticket-plus/ or install via ZIP upload.
Activate LucrativeIt Support Ticket Plus from the Plugins screen.
Open the auto-created Support Portal page and add it to your site menu.
Configure app name, ticket prefix, admin email, and attachment limits under Settings → General.
Create departments and assign agent roles under Departments and Roles.

Authentication

Enable customer registration

Customers need an account to submit tickets. Registration requires two settings — both must be enabled.

WordPress: Go to Settings → General and check Anyone can register.
Plugin: Go to Support Ticket Plus → Settings → Auth and set Allow Registration to Yes.

New users receive the Subscriber role and can only view their own tickets. Promote staff by granting the Tickets permission under Roles.

Email delivery

Why SMTP & how to set it up

WordPress default mail often fails or lands in spam. Support Ticket Plus sends registration details, ticket alerts, reply notifications, and status updates — SMTP ensures they reach the inbox.

Host & Port: From your provider (e.g. port 465 for SSL, 587 for TLS).
Credentials: Full email as username; use app passwords for Gmail.
From Email / Name: The sender address and display name customers see.
Encryption: Match SSL or TLS to your port.

Customize notification content under Settings → Email Templates.

Ticketing

Create a support ticket

Customers and agents submit tickets from the portal or WordPress admin. Each ticket gets a unique ID like #TKT-1001.

Subject — short summary of the issue
Order Number — optional purchase reference
Department — routes to the correct team
Priority — Low, Medium, High, or Urgent (with SLA targets)
Description — full details
Attachments — PDF, PNG, JPG, DOC, ZIP (default 10 MB limit)

Conversation

Reply to tickets

Agents and customers communicate through a threaded conversation on each ticket. Open any ticket via the eye icon in the list.

Public Reply — visible to the customer; triggers email and in-app notifications.
Internal Note — staff-only; never shown to the customer.

Filter tickets by status, priority, department, and agent. Resolve tickets directly from the detail view. Toggle admin reply access under Settings → General → Enable Reply in Admin.

Notifications

Stay updated on every reply

Support Ticket Plus delivers updates through the portal and via email (when SMTP is configured).

In-app: Unread badge on the sidebar, notification center with Mark All Read, and one-click ticket access.
Email: Alerts for new tickets, public replies, assignments, and status changes.

Set the admin notification email under Settings → General so your team never misses a new request.

Management

Dashboard, departments & reports

Monitor your support operation in real time from the admin dashboard and reports module.

Dashboard: Total, open, in-progress, resolved tickets and SLA breaches with volume trends and department breakdown.
Departments: Organize teams with dedicated emails and round-robin auto-assign.
Reports: SLA compliance, 7-day volume trends, and per-agent performance metrics.
Knowledge Base: Self-service articles searchable from the customer portal.

Pro

Email ticketing & threaded replies

The optional Lucrative Support Ticket Pro add-on turns inbound email into tickets and threads customer email replies into existing conversations.

Enable email ticketing and thread replies by ticket number (e.g. [TKT-1001]).
Set an inbound reply address used as Reply-To on notification emails.
Connect Mailgun or SendGrid via the REST webhook URL and secret.

Note: Email ticketing alone does not fetch mail — configure Gmail Inbound or a provider webhook alongside it.

Pro

Gmail inbound polling

Pull email replies from a Gmail inbox directly into ticket conversations.

Requires the PHP IMAP extension (php_imap) on your server.
Connect with a Google App Password (not your regular Gmail password).
WP-Cron polls every minute by default; use a real server cron on production.

Pro

AI reply suggestions

Help agents draft faster with AI-powered reply suggestions in the ticket composer.

Choose a provider (e.g. OpenAI) and model (e.g. gpt-4o-mini).
Enter your API key and optionally a custom system prompt.
Agents see AI tools directly in the reply composer while handling tickets.

Pro also includes optional Google login on the Auth settings tab.

Frequently Asked Questions

Common questions about Support Ticket Plus installation, setup, and usage.

What are the server requirements?

Support Ticket Plus requires WordPress 6.2+ and PHP 8.2+. For the Pro Gmail Inbound feature, the PHP IMAP extension (php_imap) must also be enabled on your server.

How do I show the support portal on my site?

On activation, a Support Portal page is created with the shortcode [lucrativeit_support_portal]. Add that page to your navigation menu under Appearance → Menus. You can also create a custom page with the same shortcode.

How do I enable customer registration?

Enable registration in two places: (1) WordPress Settings → General → Anyone can register, and (2) plugin Settings → Auth → Allow Registration. Both must be on. New users get the Subscriber role and can only see their own tickets.

Why do I need SMTP? Can I use a third-party SMTP plugin?

Support Ticket Plus includes built-in SMTP so registration emails, ticket alerts, and reply notifications are delivered reliably without a separate plugin. Configure it under Settings → SMTP with your mail provider credentials.

How do I make someone a support agent?

Go to Support Ticket Plus → Roles and grant the Tickets permission to the user's WordPress role (e.g. Editor). There is no separate support role — the plugin uses your existing WordPress roles. Administrators always have full access.

Will front-end registrants see other people's tickets?

No. Front-end registrants receive the Subscriber role, which is not granted the staff Tickets permission. They can create and view only their own tickets. To make someone staff, grant Tickets permission to their role on the Roles screen.

What is the difference between Plus and Pro?

Support Ticket Plus (free) includes the full help desk: portal, SLA tracking, departments, round-robin assignment, SMTP, reports, knowledge base, roles, attachments, and email templates. Lucrative Support Ticket Pro (add-on) adds email-to-ticket webhook, Gmail inbound polling, AI reply suggestions, and Google login.

How does email-to-ticket work with Pro?

Enable Email Ticketing under Pro settings, set an inbound reply address, and connect either Gmail Inbound (IMAP polling) or a Mailgun/SendGrid webhook using the provided REST URL and secret. Replies to notification emails are threaded into the existing ticket by ticket number or email headers.

What file types can customers attach to tickets?

Supported formats are PDF, PNG, JPG, DOC, and ZIP. The maximum file size is configurable under Settings → General → Max Attachment Size (default 10 MB).

Does Gmail inbound require a cron job?

With the Pro add-on, WP-Cron polls Gmail approximately every minute by default. For production sites, set up a real server cron that hits wp-cron.php on a schedule for reliable polling.

WordPress Support Ticket System Pro