The revolutionary WordPress plugin designed to transform your customer support experience. Leveraging the power of artificial intelligence, SupportEase AI automates and streamlines support tasks, ensuring your customers receive fast, accurate, and personalized assistance. From intelligent ticket management to automated responses and a comprehensive knowledge base, SupportEase AI seamlessly integrates with your WordPress site, enhancing efficiency and improving customer satisfaction. Whether you're a small business or a large enterprise, SupportEase AI provides the tools you need to deliver exceptional support, saving you time and resources while maintaining a high level of service. Elevate your customer support with SupportEase AI – the future of support is here.

Welcome to the installation guide for your new WordPress plugin. Follow these steps to successfully install and activate your plugin.

Here, you can configure the fundamental aspects of your website to ensure it operates seamlessly and reflects your brand. Below, you'll find options to update your site name, description, email address and other essential details.

System Settings Sidebar

1. System Settings Manage the fundamental site settings, including the site title, description, and other basic site information.
2. Config Settings Customize the plugin's appearance and functionality, such as date format, allowed file formats, and upload size.
3. Accounts Settings Configure user-related settings, including default user roles, enabling CAPTCHA, and email verification.
4. Tickets Settings Manage ticket settings, including enabling attachments, rating systems, and status management.
5. Communication Settings Set up email communication options using IMAP and SMTP settings.
6. Features Settings Enable or disable various modules to extend the functionality of the plugin.
7. Automated Tasks Settings Schedule and manage cron jobs for tasks like auto-reply and site maintenance.
8. AI Integration Integrate advanced regenerative AI features to enhance plugin capabilities.
9. Third Party Integrations Connect and manage integrations with third-party APIs, such as Envato.
10. Page Settings Customize page links for blocks and provide instructions for login, registration, and ticket submission pages.
11. Updates Manage and apply plugin updates to ensure the latest features and fixes.

System Settings

Here, you can configure the fundamental aspects of your website to ensure it operates seamlessly and reflects your brand idmodal. Below, you'll find options to update your site name, description, email address and other essential details.

1. Site Name Enter the name of your site, which will be used in titles and email communications.
2. Description Enter the name of your site, which will be used in titles and email communications.
3. Site Email Input field to enter the email address for contact purposes.

Config Settings

Here, you can customize the plugin's style color, date format, allowed file formats, and upload file size to ensure seamless integration and optimal performance on your website. Configure these settings to match your preferences and enhance the user experience.

1. Plugin Style Color Select the color theme for your plugin’s appearance to match your brand or preference.
2. Date FormatChoose the format in which dates will be displayed, such as MM/DD/YYYY or DD/MM/YYYY.
3. Allowed File FormatSpecify the allowed file formats separated by commas, e.g., jpg,png,pdf.
4. Upload File SizeSet the maximum file size allowed for uploads, in megabytes (MB).
5. Plugin upload directoryDefine the directory where user-uploaded data files will be stored.
6. Support Staff InstructionProvide guidelines and procedures for support staff to follow when handling tickets and interacting with users.
7. Enable LoggingEnable Action Logs to record every activity. For example, article created, edited by employee.
8. Keep Data on UninstallChoose whether to retain or delete all plugin data when the plugin is uninstalled.

Account Settings

Configure essential account-related options such as the default support staff role, default customer register role, customer registration permissions, email account activation, and CAPTCHA security to enhance the security and functionality of your support system.

1. Default Support Staff Role Select the color theme for your plugin’s appearance to match your brand or preference.
2. Default Customer Register RoleSelect the default role that will be automatically assigned to support staff if no other role is specifically selected.
3. Allow customer registrationEnable or disable customer registration on your site.
4. Email Account ActivationSend an email to the client's registered email address with a verification link to activate their account.
5. Enable hCaptcha SecurityEnable hCaptcha for enhanced security against bots and automated attacks.
6. hCaptcha Site & Secret KeyVisit Privacy friendly www.hcaptcha.com to get keys.

Ticket Settings

Here, you can enable or disable key ticket features such as attachments, guest submissions, ticket ratings, a public tickets section, and alerts for support agents to optimize your support system's functionality and responsiveness.

1. Enable Ticket Attachment Allow ticket attachment to be uploaded by clients.
2. Enable Guest Ticket SubmissionAllow users to submit tickets without requiring them to create an account or log in
3. Enable Ticket Editing by UserAllow users to edit their submitted tickets.
4. Enable Ticket RatingsAllow users to rate the support they receive for each ticket.
5. Enable ticket closing noteAllow support staff to add a note when closing a ticket.
6. Stop replies once the ticket is closedOnce a ticket has been closed, it won't be able to be replied to by clients.
7. Alert Support AgentsAll users in this field will be alerted of NEW tickets created in this site.
8. Auto-Set Ticket Status When Staff RepliesAutomatically update the ticket status when a staff member replies.
9. Auto-Set Ticket Status When Client RepliesAutomatically update the ticket status when a Client replies.
10. Default Creation CategorySpecify the default category to assign to tickets created by the CRON file when using email or when a category option is not available.
11. Default StatusChoose the default status for tickets created by clients or guests.

Communication Settings

Configure your IMAP and SMTP settings to enable email communication within the plugin. Proper configuration ensures that notifications and replies are delivered efficiently, enhancing the overall functionality of your support system.

1. iMAP Settings - Automatic Email This section requires setup in order to retrieve the client's email from your mail server and subsequently update the ticket.

   To effectively retrieve client emails from your mail server and update tickets automatically, follow these key setup steps:

   • Server Information: Enter your IMAP server address, which typically looks like `imap.yourmailprovider.com`.
   • Port and SecuritySpecify the correct port number (usually 143 for unencrypted connections or 993 for SSL/TLS). Ensure the appropriate security protocol (SSL/TLS) is selected.
   • AuthenticationProvide the necessary authentication details, including your full email address and password.

   Ensure these settings are correctly configured to maintain smooth and efficient ticket management through automatic email updates.

2. IMAP Tags and StringsThese strings must be inside your Email Templates in order for the Cron to grab the required information. These are used to label and identify specific IMAP commands. Each command sent to the IMAP server is prefixed with a unique tag, which helps to track and match responses. Tags are often simple strings, such as "## Ticket ID: ", "## - REPLY ABOVE THIS LINE - ##", etc.
3. SMTP Mail Sending SettingsConfigure settings for sending emails using the SMTP (Simple Mail Transfer Protocol).
   • SMTP ServerEnter your SMTP server address (e.g., smtp.yourmailprovider.com).
   • Port NumberSpecify the port number (usually 587 for TLS, 465 for SSL, or 25 for non-secure).
   • Security ProtocolChoose the security type (SSL/TLS or None).
   • AuthenticationProvide your full email address and password for authentication.
   • Information Set the sender's name and email address to appear in outgoing emails.

Modules Settings

Here, you can manage and configure various modules that enhance the functionality of your support system. Enable or disable modules to customize your support workflow and improve efficiency.

1. Enable Knowledge Base Enable the Knowledge Base section.
2. Enable FAQEnable the FAQ section

Automated Cron Jobs & Task

Cron jobs are automated tasks that are executed on a predefined schedule. They are commonly used for things like running backups, sending emails, and performing system maintenance tasks.

1. Ticket Reply Refresh Interval Set the interval at which ticket replies are refreshed..
2. Maintenance job Refresh IntervalSet the interval for plugin maintenance tasks, such as database optimization.
3. Miscellaneous job Refresh IntervalSet the interval for miscellaneous maintenance tasks.

Generative AI API Integration

You can enable automatic ticket replies of tickets with help of text generative API. Use your fine tuned custom modal to generate more accurate results.

1. Generative AI Engine Select Generative AI Engine Provider or Set Off.
2. Interval between two replies of ticketSet the interval for plugin maintenance tasks, such as database optimization.
3. AI API Endpoint,Api Key etcFor OpenAPI you can get here platform.openai.com/docs/api-reference/authentication

Third Party Integration (Envato)

Integrate your Envato account using a personal token to enable support features or access additional resources. Configure your integration settings here to enhance your plugin's functionality and user experience. After Setting The Token You can use custom field type Envato.

1. Envato API,Api Key etc you can get here build.envato.com/api/

Page Settings

In this section, you can adjust custom page links for the blocks. If you want to use the default settings, do not make any changes. The custom page links allow you to specify unique URLs for different functionalities within your blocks, giving you greater control over the user experience. Simply enter the desired links in the provided fields. If you prefer to use the predefined settings, leave these fields blank and the system will automatically apply the default links.

Update Settings

Ensure your plugin stays up-to-date with the latest features and improvements by entering a valid Envato purchase code. This will enable automatic updates, providing seamless access to new releases and critical fixes. You need to enter your purchase code here.

Email Templates

This section enables you to organize users into groups based on specific criteria such as department, project, or user type. By grouping users, you can manage permissions, assign tickets, and streamline communication more effectively. Efficient management of user groups enhances collaboration, simplifies administration, and ensures that support operations are well-coordinated and organized.

Member Roles

This section allows you to define and manage different roles for your users, assigning specific permissions and access levels based on their responsibilities. By creating and customizing user roles, you ensure that each user has the appropriate level of access to the system's features and data. Efficient role management helps maintain security, streamline operations, and ensure that users can perform their tasks effectively within the support system.

Member Custom Fields

This section allows you to define and manage custom fields for user profiles, enabling the collection of specific information tailored to your needs. You can create various custom fields to capture detailed and relevant data about your users. This customization helps in personalizing interactions, improving support quality, and ensuring you have all necessary information to assist users effectively.

Member Groups

This section enables you to organize users into groups based on specific criteria such as department, project, or user type. By grouping users, you can manage permissions, assign tickets, and streamline communication more effectively. Efficient management of user groups enhances collaboration, simplifies administration, and ensures that support operations are well-coordinated and organized.

Public Notices

This section enables you to organize users into groups based on specific criteria such as department, project, or user type. By grouping users, you can manage permissions, assign tickets, and streamline communication more effectively. Efficient management of user groups enhances collaboration, simplifies administration, and ensures that support operations are well-coordinated and organized.

Admin Dashboard Overview

In this section, you can view the total number of tickets, lists of recent tickets, and tickets organized by categories. If you need to filter or search for specific tickets, use the provided search and filter options. This overview helps you manage and resolve tickets efficiently by providing quick access to key information.

Admin Dashboard Header

Quick access to create new tickets or items.

Admin Dashboard Stats

• Total TicketDisplays the total number of tickets
• Assigned TicketShows the number of tickets currently assigned
• Awaiting RepliesIndicates the number of tickets awaiting replies.
• New TodayShows the number of tickets created today.

Charts

• Tickets Line ChartDisplays a line chart showing open and closed tickets over time within the selected date range.
• Tickets by Categories Chart Displays the distribution of tickets by categories (e.g., Support, Pre-Sales)
• Articles by Categories Chart Displays the distribution of articles by categories (e.g., General, Account Management, Product Usage, Technical Support).

Other Blocks

• Top Helpful ArticlesLists the most helpful articles.
• Recent Rated Tickets Lists recently rated tickets.
• Articles by Categories Chart Displays the distribution of articles by categories (e.g., General, Account Management, Product Usage, Technical Support).

Tickets Management

This section allows you to efficiently handle all aspects of your support tickets. You can view the complete list of tickets along with their related details and status. From here, you can open individual tickets to read and reply to them, ensuring timely communication with your users. Additionally, you have the option to close tickets once issues are resolved, streamlining the entire support process.

Tickets Categories

This section enables you to organize and manage support tickets by categorizing them. You can view and create various ticket categories, ensuring that each ticket is properly classified for efficient handling. This helps in quickly identifying the nature of the issues and assigning them to the appropriate support team members. Effective categorization streamlines ticket management and enhances the overall support process.

Tickets Custom Fields

This section allows you to add and manage custom fields for your support tickets, tailoring the information collected to meet your specific needs. You can create various custom fields to capture detailed and relevant information from users when they submit tickets. This flexibility ensures that you gather all necessary details, facilitating more effective ticket resolution and personalized support.

Predefined Responses

This section provides a collection of reply templates to streamline your support process. You can create, manage, and utilize standardized responses for common queries, ensuring consistency and efficiency in your communications. These predefined responses help save time and maintain a professional tone, allowing your support team to quickly address user issues with accurate and well-crafted replies.

Ticket Custom Status

This section enables you to define and manage custom statuses for your support tickets, providing greater flexibility in tracking and categorizing ticket progress. You can create statuses that align with your workflow, such as "Awaiting Customer Response," "Under Investigation," or "Escalated." Custom statuses help you monitor and manage tickets more effectively, ensuring that each ticket is handled according to your specific processes and requirements.

Knowledge Base Articles

This section allows you to create, manage, and organize informative articles that provide answers to common questions and solutions to frequent issues. By maintaining a comprehensive knowledge base, you empower users to find quick and accurate information on their own, reducing the number of support tickets. Well-structured and detailed articles improve user experience and enhance the efficiency of your support team by addressing common concerns proactively.

Knowledge Base Articles Categories

This section helps you organize your knowledge base articles into relevant categories, making it easier for users to navigate and find the information they need. By categorizing articles based on topics or themes, you enhance the overall user experience and ensure that your knowledge base is structured and accessible. Efficient categorization aids in quick retrieval of information, improving user satisfaction and reducing support workload.

Support FAQs

This section provides a curated list of frequently asked questions and their answers to help users quickly find solutions to common issues. By addressing recurring queries, the FAQ section enhances user experience and reduces the volume of support tickets. Clear and concise answers ensure users can easily understand and resolve their concerns, making the support process more efficient and effective..

Support FAQs Categories

This section organizes frequently asked questions into specific categories, making it easier for users to find relevant answers quickly. By grouping FAQs based on topics or themes, you enhance the navigation and usability of the FAQ section. Well-structured categories ensure users can efficiently locate the information they need, improving their experience and reducing the burden on your support team.

Support Agents

This section allows you to manage your support team members, providing tools to assign roles, monitor performance, and track their activities. You can add, update, and organize agent profiles, ensuring each support ticket is handled by the appropriate team member. Efficient management of support agents enhances the overall effectiveness and responsiveness of your support system, leading to improved customer satisfaction.

Client Members

This section enables you to manage your client users, including viewing and organizing user profiles, monitoring their activity, and tracking their support history. You can add new users, update existing profiles, and ensure accurate records of client interactions. Efficient management of client users helps personalize support, maintain a detailed history of issues, and improve overall client satisfaction.

Reports

This section provides comprehensive insights into your support operations through detailed reports. You can generate and view various reports on ticket statuses, agent performance, response times, and user satisfaction. Analyzing these reports helps identify trends, measure efficiency, and make informed decisions to enhance your support process. Well-structured reports enable continuous improvement and ensure a high level of service quality.

Ticket Rating Report

Unregistered User Tickets Section Instructions

You can easily submit a support ticket without needing to register an account. Follow these simple steps to submit and later view your ticket:

Submitting a Ticket

• Go to the Ticket Submission Page Navigate to the "Submit Ticket" page on your website (you can edit links in admin settings.)
• Fill in Your Details Provide a detailed description of your problem or request.
• Submit Your Ticket After filling in all the required fields, click on the "Submit Ticket" button.

Viewing Your Ticket

• Check Your Email After submitting your ticket, check your email for a confirmation message. This email will contain a unique identifier for your ticket and a password to access your ticket.
• Go to the Visitor Ticket Login Page Navigate to the "View Ticket" page on your website. (You will see a default link under submission form. Enter your email and password of that ticket.
  
• Reply the Ticket You can reply while viewing the ticket.

If you have any difficulties or need further assistance, please contact our support team via email or phone. We are here to help you!

Registered User Tickets Section Instructions

Here, you can submit, track, and manage your support tickets. Follow these steps to efficiently use our ticketing system:

Submitting a Ticket

• Log in to Your Account Navigate to the "Submit Ticket" page on your website (you can edit links in admin settings.)
• Fill in Your Details Provide a detailed description of your problem or request.
• Submit Your Ticket fter filling in all the required fields, click on the "Submit Ticket" button.

Viewing and Managing Your Tickets

• Go to the My Tickets Page From your dashboard or the main menu, navigate to the "Tickets" page. Here, you will see a list of all the tickets you have submitted
• Go to the Ticket View Page Click on the ticket ID or subject to view the detailed information and updates for that specific ticket.
• Reply the Ticket You can reply while viewing the ticket.

If you have any difficulties or need further assistance, please contact our support team via email or phone. We are here to help you!

1. Plugin Installation Failed

   Ensure the plugin file is in the correct .zip format. Check your PHP memory limit and increase it if necessary. Verify that you have sufficient permissions to upload plugins.

2. Plugin Conflicts

   Deactivate other plugins and reactivate them one by one to identify any conflicts. Switch to a default WordPress theme to rule out theme-related issues.

If you encounter any issues or need further assistance, please refer to the plugin’s documentation or contact support via the provided channels.

Please remember you have purchased a very affordable application and you have not paid for a full-time web design agency. Occasionally we will help with small tweaks, but these requests will be put on a lower priority due to their nature. Support is also 100% optional and we provide it for your connivance, so please be patient, polite and respectful.

Please visit our profile page or ask question http://helpdesk.ultimatekode.com

Enter a valid email to receive ticket replies. Gmail is recommended for reliable communication. Email maybe found in SpamBox after 5 minutes (whitelist helpdesk@ulimatekode.com). If you are not receiving emails means you will not get reply notifications.

Support for our items includes:

• Responding to questions or problems regarding the item and its features
• Fixing bugs and reported issues
• Providing updates to ensure compatibility with new software versions

Item support does not include:

• Customization and installation services
• Support for third party software and plug-ins

Before seeking support, please...

• Make sure you have checked the help & troubleshoot guide, attached with the app.
• Make sure your question is a valid application Issue and not a customization request.
• Make sure you have read through the documentation before asking support on how to accomplish a task.
• Make sure to double check the application FAQs.
• Try disabling any active plugins to make sure there isn't a conflict with a plugin. And if there is this way you can let us know.
• If you have customized your application and now have an issue, back-track to make sure you didn't make a mistake. If you have made changes and can't find the issue, please provide us with your changelog.
• Almost 80% of the time we find that the solution to people's issues can be solved with a simple "Google Search". You might want to try that before seeking support. You might be able to fix the issue yourself much quicker than we can respond to your request.
• Make sure to state the name of the application you are having issues with when requesting support via CodeCanyon..