WordPress Help Desk Ticketing was tough to come by, especially one that has been updated regularly, free of bugs and will keep all the support on your own own site. All the things you thought you knew about WordPress Support Plugins is going to change, with the intro of Support Dynamo – a WordPress Ticket System Plugin with the use of a Customer Interaction Manager.
Every entrepreneur or anyone running their own online business knows having exceptional customer service is definitely one of the keys to success. Provided you can keep your customers happy before, during and after the transaction, there\’s a high chance these will return.
Here I\’m going to provide you with a quick report about Support Dynamo how it may help you run your online business.
Support Dynamo gives you the ability to provide that top quality customer service to all of your customers/visitors directly from inside your WordPress admin area – no 3rd party scripts or linking. An entire WordPress Help Desk Ticketing runs from within your site, on your server with all the power of WordPress at its disposal.
There has been a couple of attempts at developing a 100% true WordPress Help Desk Ticketing before and several of those other Plugins remain on the market today but the most common issue with all of them is they are old and don\’t get updated. Updates are vital. Of course the only way to keep on top of the latest WordPress updated is through Plugin updates. Oftentimes not updating your Plugins can show bugs or cause conflicts with many of of the more sophisticated or innovative Plugins.
By no means is this a problem regarding Support Dynamo mainly because the Plugin is constantly updated to keep up to date with the newest WordPress updates and coding standards. These updates are regular as Plugin Dynamo (the coder behind the Plugin) constantly attempting to improve, update and their Plugin. Their mission is to give their WordPress Help Desk Ticketing users the absolute best 100% self hosted WordPress Support & Ticket System Plugin that you could buy.
Once you install and activate Support Dynamo, there isn\’t that much configuration required and it\’ll function correctly straight out of the box. A couple of the aspects that helps to make Support Dynamo so powerful is that you can manage, edit, create, view or delete tickets all from 1 location within your WordPress admin area. This screen is the Ticket Management screen and is going to be one of your most visited screens inside your WordPress admin area. From here, you will see all your current open tickets and choose to read through answered and closed support tickets.
There\’s also a few handy filters to let you view by topic or by author. This allows you to give precise, quick and simple support to any and all of your customers with the Quick View feature. The Quick View feature will be in the drop down section that reveals the support request as well as a text area with the entire ticket conversation that you can read through and reply to any ticket – from the admin area. The Quick View feature also lets you select (if you create any) a canned response which you\’ll be able to create,edit and delete all from the settings page. These tend to be an excellent option for an immediate reply to all those common questions you might face and something present in so many high dollar Customer Support Systems.
The CIM (Customer Interaction Manager) is on par with most of the very expensive systems which can be hard to learn and are generally not designed to integrate with WordPress – with a WordPress Support Ticket System. The CIM allows you to understand your visitors in a brand new way. Don\’t just support your visitors, know them! When using Support Dynamo\’s CIM, you will connect to your web visitors and visitors by using a proven circle of interaction, which starts off by Integrating Support Dynamo with one of the many currently supported shopping cart or membership Plugins (like WishList Member Integration or Cart66 Integration).
These Plugins will let you utilize the Customer Value Calculator and a host of other functions. Use the User Data Card to learn a little more about whom you\’re supporting, this insures you provide a higher-level of support however it could make it easier to discover your next big partner is actually a current customer. The WordPress Help Desk Ticketing completes the loop by auto contacting anyone who has opened a support ticket to collect Comments from customers and testimonials. This whole process is automated and you\’ll discover gaps in the quality of your service and acquire those rather powerful testimonials. Use this information to improve your website or Blog or roll out additional products and services based upon actual comments from customers.
Another excellent bonus of Support Dynamo is there is no need to paste any code snippets or short codes. As soon as you activate Support Dynamo, it automatically will create support page with the Customer service Portal pre-embedded on the page. The Customer Support Portal also has a default style, but advanced users can edit this using CSS. If you\’re utilizing the Knowledge Management System (Knowledge Base), visitors would see on the Support Portal web page a chance to browse your Knowledge Base, immediately see how many \”Open\” and \”Closed\” support tickets they\’ve or create a new support ticket.
If you are not utilizing the Private Support Option, the \”Create a new ticket\” form is included with a built-in spam protection to ensure your support system will not get spammed. There\’s also a welcome text box that can easily be edited in the settings to modify your visitors greeting once they enter your Customer Support Portal.
But this would not be the only way your web visitors can connect with you. Support Dynamo can continually check an e-mail account and import emails as support tickets. That\’s right, Tickets via email! All within your WordPress site. And because of the Customer Interaction Manager, Support Dynamo will tell you if these emailed tickets are from an existing customer and their current Customer Value.
Non-Customers will have a temporary account auto generated and you\’ll see a \”Temp\” stamp included with their ticket so you know this is a new \”promising\” customer. When they turn into a customer, Support Dynamo will append each of their previous tickets to their account. You could add in multiple email accounts to pull support requests from multiple email sources. This is an excellent option for when you prefer to have 1 centralized support hub to manage all the support for all of their websites all from ONE site or domain.
If you consistently receive a common question, Support Dynamo means that you can quickly convert a copy of their ticket into a Knowledge Base article and drop it right into the KMS (Knowledge Management System). The KMS means that you can create, manage as well as maintain a comprehensive Knowledge Base in the Customer Support Portal. Owning a Knowledge Base is a wonderful addition to any site and can help your support time if visitors can locate the things they want while avoiding having to submit a support ticket.
With the KMS you can quickly convert tickets to a Knowledge Base topic or article when you notice the same question has been asked over and over again. This is done with just one click inside the Ticket Options Meta Box. With one click you\’ll clone the ticket within the ticket and launch up a whole new Knowledge Base article window with the contents of the ticket pre-loaded for you to edit or provide a complete answer and post.
What we have just covered is only the tip of the iceberg as far as Support Dynamo goes as a WordPress Help Desk Ticketing. There are quite a few more small and amazing options for example ticket and user notes, bug/error reporting, outbound ticket attachments, dashboard widget, custom roles & role manager, customer support topic, private/open support, reports and analytics, user data cards and many more! Visit for yourself really how great Support Dynamo actually is, and see the way it can help streamline your customer support operation.
Don\’t just support your customers, understand them with Support Dynamo, THE WordPress Support Plugin.