A ticket queue that keeps itself tidy
Every conversation tracked from open to resolved, statuses that update themselves as people reply, and new tickets handed to whoever actually has room to take one.
Status on autopilot
A reply from either side moves the ticket to the right stage without anyone touching a dropdown.
Fair assignment
Random, round-robin or least-loaded, with a cap on how many open tickets each agent can hold.
Your own fields
Show, hide, reorder and require fields, or add text, number, email, long-answer and dropdown fields.
Three ways to log in
One-time code, magic link, or password — none of which need an existing WordPress account.
Emails at every step
Seven notification templates you can rewrite and brand with your own logo and footer.
Embeds anywhere
A theme-free portal that drops into an iframe on any site, WordPress or not.
Ticket stages
Eight stages, and you rarely set them by hand
When your team replies the ticket moves on; when the customer replies it comes back to you. The queue reflects reality without anyone maintaining it.
Just arrived and not yet picked up by anyone.
The customer is waiting on your team to reply.
Your team replied — now you are waiting on the customer.
Parked on purpose, usually pending something outside support.
Answered, and the auto-responder will not touch it again.
The customer came back after it was resolved.
Withdrawn or no longer relevant.
Finished and archived out of the working queue.
Worth knowing: “Waiting” means the ball is in your court, and “In progress” means you're waiting on the customer. It reads backwards compared to some help desks — but it means a glance at the queue tells you what your team owes today.
Assignment
Nobody gets buried, nobody gets skipped
Pick how new tickets are handed out, then set a limit on how many open tickets any one agent can hold. Once someone is at capacity, the queue routes around them.
- Round-robin
- Tickets go around the team in turn, so the load spreads evenly over a week.
- Least-loaded
- The next ticket goes to whoever currently has the fewest open ones.
- Random
- Simple and unpredictable — fine for small teams where everyone handles everything.
Prefer to triage by hand? Switch auto-assignment off entirely and assign from the ticket screen.
Submission & login
Customers don't need a WordPress account
Three login methods, all of which work for someone who has never registered on your site — because asking a frustrated customer to create a password is how tickets go unsent.
- One-time code
- We email a short code, they type it in. The default, because it works on any device.
- Magic link
- One click from their inbox and they are in — the same links sit inside notification emails.
- Password
- Standard email-and-password login, for customers who already have one.
The form
Ask for what you actually need
Show, hide, reorder and require the built-in fields, then add your own — text, number, email, long answer or dropdown. No code, no form plugin.
The details
Everything the ticket module ships with.
- Content type
- Tickets are WordPress posts; replies are comments. No custom database tables.
- Stages
- Eight: open, waiting, in progress, on hold, resolved, reopened, cancelled, closed.
- Automation
- Agent reply moves to in progress; customer reply moves to waiting. Toggleable globally.
- Assignment
- Random, round-robin or least-loaded, with a per-agent open-ticket cap. Can be disabled.
- Roles
- Manager, Agent and Customer, each with mapped WordPress capabilities.
- Agents screen
- Every agent with open and total counts, plus a capacity badge.
- Form fields
- Six built-in fields (title, description, product, reason, urgency, order) can be shown, hidden, reordered and required — title and description are always on. Add unlimited custom text, number, email, long-answer or dropdown fields.
- Urgency
- Four levels: low, medium, high and severe, set by the customer on the form.
- Attachments
- Agents and managers can upload files on a ticket or a reply. The public customer role ships without WordPress upload permission, so customer-side uploads are off by default.
- Login methods
- One-time code (default), magic link, or password.
- Emails
- Seven templates — login code, magic link, new ticket to customer and agent, agent reply, customer reply, resolved — each with its own header, subject and body, plus placeholders for site, customer, agent and ticket details.
- Embedding
- Theme-free ticket portal for iframes, plus shortcodes for the customer’s own list, the full queue, the submit form and standalone login.
- Migration
- One-click import from Awesome Support, SupportCandy and JS Help Desk.
Let the AI take the easy ones
Most queues are full of questions your docs already answer. On the Pro plan, the auto-responder handles those before anyone on your team opens them — and stays quiet on everything else.
See how the auto-responder works →Common questions
No. Every plan, including the free one, allows unlimited agents and unlimited tickets. Pricing is per site, so growing the team never changes your bill.
Agents and managers can upload files on a ticket or on a reply. The public customer role ships without WordPress upload permission, so customer-side attachments are off by default — a deliberate choice, since handing upload rights to anyone who can open a ticket widens your attack surface. Migrating from Awesome Support brings its attachments across onto the imported tickets.
Yes. Guest submission is a single setting. Customers get a link to follow the ticket afterwards, and can claim it later with a one-time code if you want them to.
The ticket portal has a theme-free version designed to be embedded in an iframe on any site — same tickets, same emails, same logins, just without your WordPress theme around it.
In your own WordPress database, as ordinary posts with replies as comments. There are no custom tables, so your data stays readable by any WordPress tool you already use.
Yes. Every meaningful event — ticket created, customer replied, agent replied, status changed, agent reassigned — fires a hook, and the REST API covers everything the screens do.
Start taking tickets this afternoon
Unlimited agents, unlimited tickets, on the free plan.