NanoSupport — Support Ticketing & Knowledgebase for WordPress

April 02, 2021

NanoSupport — Support Ticketing & Knowledgebase for WordPress Plugin

Create a fully featured Support Center in your WordPress setup without any third party dependency, completely FREE. Get a built-in Knowledgebase too.

Create a fully featured Support Center within your WordPress environment without any third party system dependency, for completely FREE of cost.

No 3rd party support ticketing system required, no external site/API dependency, simply create your own fully featured Support Center within your WordPress environment, and take your support into the next level.

It has built-in Knowledgebase that is integrated to put generalized information for public acknowledgement.

What is it?

The plugin is to provide support to your users – the users those are taking product or services from you. So the plugin provides a manageable communication privately in between you and your that specific user only. Visit the ‘Installation’ tab for more details on how to use the plugin.

Extend NanoSupport

Knowledgebase Search — Search the Knowledgebase documents separately and suggest users from the Knowledgebase documents while submitting a new ticket.

Features

OnActivation setup
Smart templating for nice theme and third party plugins support
Smartly designed Support Center
Completely Private ticketing
Ticket submission with registration
Ticket submission with login (Beta Feature)
Rich Text editor for new ticket
Auto generate user account’s username on ticket submission (if chosen)
Auto generate user account’s password on ticket submission (if chosen)
Knowledgebase (optional)
Knowledgebase content categories
Copy ticket content into Knowledgebase document
Ticket departments
E-Commerce Support – Support to products of Easy Digital Downloads (EDD) and WooCommerce (WC)
Make agent from registered users
Assign ticket to an agent
Change ticket status (Pending, Open, Under Inspection, Solved)
Set support priority (Low, Medium, High, Critical)
Reply ticket from admin panel
Reply ticket from front end
ReOpen closed ticket
Internal Notes in-between support teams
Shortcode-enabled pages (installed on plugin activation, but modifiable)
Settings page (WP Settings API)
Support Seeker user role and privileges
Dashboard widget with current status in charts
Dashboard widget with recent activity
Dashboard widget with personal status for Agents in charts
Dashboard widget with necessary instruction and links for Support Seekers
Add ticket on behalf of other user (admin end)
Customizable HTML Email template
Email notification to admins on new ticket submission
Email notification to Support Seeker on account creation on ticket submission
Email notification to Support Seeker on ticket reply
Email notification to Support Agent on ticket reply
NanoSupport page-to-page navigation and page-wise notices (on demand)
Complete data deletion on uninstallation (if chosen)
100% Translation-ready and automatic translation enabled
Fully responsive and Mobile devices friendly
Clean and well commented and well documented code
A11y (web accessibility) compatible

E-Commerce Support

To get E-Commerce Support, you will need either:

WooCommerce (WC) v2.5+ – Tested up to v3.5.5, or
Easy Digital Downloads (EDD) v2.2+ – Tested up to v2.9.11

Contribute

NanoSupport is an Open Source and GPL licensed Free plugin. Feel free to contribute.

Translation

The plugin is completely translation-ready. You can find the .pot file under i18n/languages/ if you want to translate in your own way. But you can translate it easily from here in Translate NanoSupport.

Or, you can use software like POEdit (‘cross-platform) or EasyPO, and using the plugins’ .pot file you can easily translate the plugin locally.

Connect with NanoSupport team

Installation

Automatic Installation

In WordPress Plugins page, search for NanoSupport
Install and activate the plugin
Get to the plugin’s ‘Settings’ page, and set up the plugin as your choice
Wait for your first ticket

Manual Installation

Visit the plugin page at: https://wordpress.org/plugins/nanosupport
Hit the Download button to download the .zip file
Unzip the archive and cut/paste the folder to the /wp-content/plugins/ directory
From admin ‘Plugins’ page, activate NanoSupport plugin
Get to the plugin’s ‘Settings’ page, and set up the plugin as you like
Wait for your first ticket 🙂

How to Use

Provide the ‘Submit Ticket’ page’s URL to your menu link, and ask for Support tickets from your users (Use ‘Settings’ page for necessary settings)
When the user submits ticket you will be notified via email (as per your ‘Settings’)
You can find the tickets in the ‘Support Desk’
You can organize your tickets per department
You can read the ticket in details and can answer from both front-end and admin-end
As the tickets are completely private, for public information that you want to share with your users, you can use ‘Knowledgebase’
You can organize Knowledgebase docs in categories
And you have many flexibilities (and many more yet to come…) using the plugin’s ‘Settings’ page

Screenshots

NanoSupport | Support Desk (front end)
NanoSupport | Support Tickets (back end)
NanoSupport | Submit Ticket page for Visitors
NanoSupport | Fully featured Settings page for complete customization
NanoSupport | Knowledgebase
NanoSupport | Ticketing at a glance with NanoSupport dashboard widget
NanoSupport | Customizable HTML email template
NanoSupport | Easy navigation, and notification for easy ticketing using Admin bar

FAQ

Q: Is there any User Guide to using NanoSupport?

A: Yes, please consult the NanoSupport User Guide.

Q: How to install the Plugin?

A: Please visit the plugin\’s Installation page to get the details.

Q: How to set up the Plugin?

A: After activation you can get the ‘NanoSupport’ admin menu on the left, and under that menu page, you will get the ‘Settings’ page to set the plugin as your choice.

Q: What are the shortcodes?

A: On installation the plugin will automatically create its necessary pages with related shortcodes. But if it misses by any chance, here are the shortcodes:

Submit Ticket page: [nanosupport_submit_ticket]
Support Desk page: [nanosupport_desk]
Knowledgebase page: [nanosupport_knowledgebase]

Q: How to disable the page-to-page navigation and notice

A: On plugin\’s ‘Settings’ page, in ‘General’ tab, you can uncheck the Enable Notices and Navigation on NanoSupport pages to disable them.

Q: How the plugin can be well integrated with my theme?

A: NanoSupport has smart templating. You can find all its templates inside the plugin’s /templates/ directory. To make your theme completely integrated with the plugin\’s templates you can simply make a directory in your theme named nanosupport/ and can override the plugin\’s templates with your custom one.

Q: How to make a Support Agent?

A: Edit any WordPress user in WordPress admin panel and at the bottom, check the checkmark saying: Yes, make this user a Support Agent to make the user a support agent.

Q: How I can provide support for my e-commerce products?

A: With the version 0.5.0+ the plugin has support for WooCommerce and Easy Digital Downloads (EDD). Simply activate support for E-Commerce in NanoSupport Settings, and there would be 2 new fields available for providing Support for E-Commerce products that will integrate with the active WC/EDD products, and their receipts. You can exclude certain products from the settings also.

Changelog

See changelog for all versions.