I needed a simple support ticket system, but I had some requirements.
- I didn’t want to spend a lot of money
- Or a lot of time setting it up and
- I didn’t want it to be complicated to use
If your website isn’t strictly for support, you’ll probably want to set this help desk system up on a sub-domain or subdirectory of your website. I have set this up for clients.
The Tools You’ll Need
- WordPress Site
- Gravity Forms Plugin
- Genesis Framework & Child Theme (not required, but makes things so much easier!)
Let’s Build Our Support Ticket System (7 steps)
(assuming WordPress & Gravity Forms is installed and setup)
IMPORTANT: Gravity Forms General Settings
If you turn on the “No-Conflict Mode” in the most recent Gravity Forms plugin (affilink), this system will not work. Make sure your settings look like this.
Create a new category in your “Post” section. I titled my category “Support”.
ADVICE: If you have several different products or services you offer support for, you’ll want to make these categories very specific. Doing so will make your support system better organized and more user-friendly.
Create a new page. Title it something like, “Submit Support Ticket”.
ADVICE: Make sure the page titles you use have terminology that will make sense to your users.
Create your form with the Gravity Forms plugin.
You are going to need to select some very specific options when creating your support ticket system and making sure it works right.
First, in the “Advanced Fields” section, you’ll want to select (I suggest in this order) Name, Email, Date, Time, and Captcha (which you’ll move to the end of your whole form).
Second, in the “Post Fields” section, you’ll want to select (I suggest in this order) Category, Title, Body, Image, and Tags.
This is what your form will look like if you followed the previous steps!
You’ll have to mark fields “Required”
The “Body Field” will ask for a user to assign the submission too. If you do not want to force users to create an account, you can create a user account titled something like, “user”. Then when setting up the “Body Field” you can select the default user for every post. And I would suggest checking the box, “Use logged in user as author”
Now that your form is complete, you need to add it to the page you created in Step Two titled something like, “Submit Support Ticket”. Once you have added the shortcode, just update the page.
You will want make sure your notifications are setup. The form is going to do two things.
- Email you to let you know there is a new ticket (with all the form content, if you set it up this way, RECOMMENDED!)
- Post the submission to your “Support Forum” (happens by default with this type of form)
You mange the Notification settings from within the form editor.
Add a category page to your navigation so people can easily access the support forum topics
Use the WordPress Menus feature for the easiest solution. Select the Parent category for all of your support categories and this will display every ticket submitted through your new form. Ideal you are making it easy for people to access the content for a specific category, i.e https://yourdomain.com/category/support
Test your new support ticket system. Make sure it sends the email and post the ticket to the proper place.
For more support or help making this work, post a comment below and I’ll do my best to help you build your ticket system!