Are you looking for a reliable WordPress help-desk plugin? Solving issues related to your products on time will lead to happy clients and customers. In this post, I'll show you some of the best WordPress plugins for creating and running a help desk.
Why Do You Need a Help Desk?
A professional help desk will help you address your customers' questions and technical problems in a fast, reliable, and timely manner.
It will help you organize customer complaints and queries in the order they come in, assign them a ticket, and finally redirect them to the right department for help.
It will also help you look up customer queries using a ticket number so you can inform customers about the progress of their queries.
A well-run help desk will leave your customers satisfied, which will in turn translate into repeat business.
Top Selling WordPress Help Desk Plugins for 2020 on CodeCanyon
CodeCanyon is the world's premier marketplace for professional WordPress themes and plugins. Grab one of these WordPress help-desk plugins and transform the way you give technical support to your customers.
13 Best WordPress Help-Desk Plugins
At CodeCanyon, you will find many help-desk plugins for your WordPress website.
Let's have a look at the best of the best.
The Knowledge Base WordPress plugin helps you build a customer self-service help desk in minutes. Create resources with helpful articles and answer frequently asked questions. Users of this plugin can create customer support centers, FAQs, product or service documentation, internal company documentation, wikis, and much more.
TotalDesk is a comprehensive, all-in-one help-desk solution for WordPress. Features include ticket and notification system, live chat, knowledge base, and reports.
The MinervaKB knowledge base plugin comes with a powerful WordPress FAQ module with instant filtering and categories. It is easy to customize and comes with unlimited design options. You can restrict content and show teasers. You can also integrate top plugins like WPML, Elementor, and Visual Composer.
FAST is a professional support ticket system that is easy for your customers to use. It will give you and your team up-to-the-minute updates using email and Slack notifications.
The makers of FAST use it themselves to provide support tickets for their 20,000 plus customers on ThemeForest and CodeCanyon. It’s so fast, it’s like chatting to your customers!
With Helpy, you can create a knowledge base that is accessible only by your customers. In addition, you can create an internal wiki for your team or a Wikipedia-like website with front-end editing and publishing capabilities. And finally, you can create documentation for your WordPress websites. This could be either technical documentation or product documentation for your end users.
The Atlas knowledge base plugin helps you create a self-serve online library of information about a product, service, department, or topic, helping you to reduce your support volume and increase customer satisfaction. Atlas comes with a modern look and feel and two beautifully designed, mobile-ready themes to match your brand.
The Support Board plugin helps you automate your customers’ communication with artificial-intelligence-driven bots and a chat system integrated with the most-used platforms. Save time and use the software you already know and love. Communicate with your customers directly in Slack. Connect Dialogflow and use rich messages on the fly.
The WooCommerce Support Ticket System seamlessly integrates into your WooCommerce installation, adding a system to manage user and order support tickets. In this way, the shop admin can easily track and give support for orders and users' issues!
Note: This plugin, like the latest versions of WordPress, requires PHP version 5.5 or higher.
Sabai Discuss is an ideal tool for building a knowledge base and a help-desk portal for your WordPress website. You can also use it to build a community-driven question-and-answer website similar to Yahoo Answers and Stack Overflow.
10. Knowledgebase X
Knowledgebase X is an advanced WordPress knowledge base plugin with FAQ, glossary, and AI-powered chatbot help-desk features all in one. It easily allows you to build a robust self-service support system that will help significantly reduce live support time. It supports file attachment, alternative questions for articles, upvotes, downvotes, and a lot more!
The chatbot can be integrated with Google’s DialogFlow AI and NLP engine.
Multi Helpdesk Pro is perfect for those entrepreneurs who want to host their own support ticket system service, where companies all over the world can host their help desks. With this plugin, you could build a business of hosting and supporting help desks. Try out the support ticket system business model!
12. Pinky Chat
Pinky Chat is a live chat application and help-desk software for your websites. As a faster way to quickly handle your customer service, you can talk to your customer in real time over the web. Additionally, you can track analytics for your website, viewing the visitor’s path and geolocation details. Finally, the live chat widget works with any website: static HTML websites, WordPress, OpenCart, Joomla, Drupal, or PHP scripts.
Forym has many powerful features that allow you to create a professional-looking help desk or forum with ease! Users can ask questions and receive answers from fellow users.
The forum is created to work on the front-end of your website, but admins can manage all forums, topics, replies, categories, and tags from the admin area as well.
5 Free WordPress Help-Desk Plugins
In case your current budget does not allow you to buy one of these premium help-desk plugins, I have collected a list of five of the best free help-desk plugins available.
SupportCandy adds the features of a complete help-desk ticket system to WordPress. With this easy-to-use and easy-to-configure plugin, you get simplicity, functionality, and extendability.
2. JS Help Desk
JS Help Desk is a trusted open-source ticket system. JS Help Desk is a simple, easy-to-use, web-based customer support system. Users and guests can create tickets from the front-end. JS Help Desk comes packed with a lot of features—more even than some expensive (and complex) support ticket systems. The best part is, it's completely free.
WordPress Advanced Ticket System is a complete support ticket system for WordPress. This allows users to submit tickets to report problems and set the status, priority, product, and type of each ticket. In this plugin, registered users can submit a ticket through the admin, and unregistered users submit tickets via the shared guest user feature.
WSDesk allows you to turn all your customer complaints into trackable tickets so you manage your customer queries seamlessly.
WSDesk comes with all the basic features required to set up an online-support system: ticket creation and management, email piping, unlimited agents, unlimited tickets, customizable email reply, complete ticket history, file attachment to tickets, and much more!
5. KB Support
KB Support is the ultimate WordPress plugin for providing support and help-desk services to your customers.
It's enriched with features, so you can be sure that right from activation, KB Support will provide the perfect help-desk solution for your agents to support your customers.
The built-in knowledge base allows customers to find solutions to their issues during the ticket submission process, reducing the overall number of support queries received by your help desk.
Before Setting Up a Help Desk
Carry out an honest appraisal of your internal and external communications, define your goals, and then choose what plugin that will work for you. The aim should always be to provide the best support to your customers.
Appraisal of Internal Communication
- How are your internal communication processes?
- What tools do you use to communicate internally?
- Where do they succeed and where do they fail?
- How do you assign tasks to each member of the help-desk team?
- How can you improve this process?
Appraisal of External Communication
Take a close look at your communication channels with customers.
- What channels are available for customers to reach you with their problems?
- How do you communicate with your customers about their queries?
Be honest when assessing how effective these channels are.
Define Your Help-Desk Goals
First, think about your help-desk team.
- How many help-desk staff do you need?
- How do you want to organize your help-desk team?
- What problems do you want to solve?
Then you can document and define your help-desk processes and workflows.
- Make a list of all technical issues you anticipate.
- Build a detailed help-desk workflow.
- Identify repetitive help-desk tasks that you can automate.
- Have a detailed knowledge base for internal use by help-desk staff.
- Create a knowledge base for problems customers can solve by themselves.
- Identify metrics you will use to define and track success.
Things to Consider When Choosing a Help-Desk Plugin
Make sure that each help-desk software package fits within your budget and offers must-have features. Also make sure you look at free software. Free does not necessarily mean limited!
Know exactly what features you want. That way, you can leave out systems that will not serve your needs. The most important thing is to understand how detailed you want your ticketing system to be and how much control you want to have. Always make sure your ticket system can integrate with email and can also send SMS for customers that prefer it.
The ability to customize the help-desk system to match the look of your brand is important. You should be able to personalize all templates that the system comes with. This means adding your business name, logo, and colors on the tickets, emails, etc.
Ease of Use
The point of a help desk is to make processes faster and easier. If the system you choose is difficult to use, it will slow down your help-desk agents, and you will not deliver a fast, reliable service to your customers.
Allows customers to log in to the service portal and check the progress of their tickets. This front-end interface should look good to build confidence in your product.
A lot of customer data goes back and forth through your ticketing system. Make sure the system you are considering uses strong encryption.
Launch Your Help Desk Today With a Great WordPress Help-Desk Plugin
You can purchase one of these high-quality WordPress help-desk plugins on CodeCanyon and create a fantastic technical support experience for your customers.
The following articles by my colleagues will help you discover more options to help create the help desk that fits the needs of your business and customers.
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