A WordPress IT Helpdesk was difficult to find, especially one that is updated continuously, free of bugs and will keep all the support on your own own site. Anything you thought you knew about WordPress Support Plugins is about to change, with the review of Support Dynamo – a WordPress Ticket System Plugin with the use of a Customer Interaction Manager.
Every entrepreneur or anyone running their own internet business knows having fantastic customer service is one of the keys to success. Provided you can keep your customers happy before, during and after the transaction, there’s a high chance they will return.
Here I’m going to give you a quick hands on analysis about Support Dynamo how it may make it easier to run your online business.
Support Dynamo gives you the ability to provide that high quality customer service to all of your customers/visitors directly from inside of your WordPress admin area – no 3rd party scripts or linking. An entire WordPress IT Helpdesk runs from within your online site, on your own own server with all the power of WordPress at its disposal.
There has been a number of attempts at making a 100% true WordPress IT Helpdesk before and some of those other Plugins remain available today still the most common problem with all of them is the fact that they are old and no longer get updated. Updates are vital. Of course the only way to keep on top of the most current WordPress updated is through Plugin updates. Oftentimes not updating your Plugins can show bugs or cause conflicts with many of of the latest or innovative Plugins.
By no means is this a problem regarding Support Dynamo mainly because the Plugin is continually updated to help keep up to date with the latest WordPress updates and coding standards. These updates are regular as Plugin Dynamo (the coder Plugin) constantly looking for a way to improve, update and better their Plugin. Their mission is to give their WordPress IT Helpdesk users the finest 100% self hosted WordPress Support & Ticket System Plugin on the market today.
As soon as you install and activate Support Dynamo, there isn’t that much configuration required and it’ll function correctly straight out of the box. One of the aspects which makes Support Dynamo so powerful is you can manage, edit, create, view or delete tickets all from 1 location inside your WordPress admin area. This screen is the Ticket Management screen and is going to be your most visited screens inside your WordPress admin area. From here, you can see all your current open tickets and choose to browse through answered and closed support tickets.
There’s also a few helpful filters to let you browse by topic or by author. This lets you give precise, appropriate support to your customers with the Quick View feature. The Quick View feature will be in the drop down section that displays the support request as well as a text area with the whole ticket conversation that you can read through and reply to any ticket – all from 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 are generally an excellent option for a fast reply to all of those common questions you may face and something sold in most of the high dollar Client Management Systems.
The CIM (Customer Interaction Manager) is on par with the majority of of the very higher priced systems that end up being hard to learn and usually are not intended to integrate with WordPress – never mind with a WordPress Support Ticket System. The CIM gives you the ability to communicate with your visitors in a brand new way. Don’t just support your visitors, get to know them! While running Support Dynamo’s CIM, you will interact with your web visitors and visitors utilizing a proven circle of interaction, which starts off by Integrating Support Dynamo with one of the currently supported shopping cart or membership Plugins (like WishList Member Integration or Cart66 Integration).
These Plugins let you use the Customer Value Calculator as well as a host of additional features. Utilize the User Data Card to discover a little more information on whom you’re supporting, this insures you provide a higher level of support however it may also help you discover your next big partner is actually a current customer. The WordPress IT Helpdesk completes the loop by auto contacting anyone who has opened a support ticket to collect Customer comments and testimonials. This entire process is automated and you could discover gaps in the quality of your service and acquire those oh so powerful testimonials. Use this information to improve your website or Blog or roll out additional products and services based on actual customer comments.
Another effective 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 creates a support page with the Customer service Portal pre-embedded on the page. The Customer Support Portal also features a default style, but advanced users can edit this using CSS. If you’re using the Knowledge Management System (Knowledge Base), visitors are going to see on the Support Portal web page a chance to browse your Knowledge Base, instantly see how many “Open” and “Closed” support tickets they have or generate a new support ticket.
When you are not using 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 is also a welcome text box that can be edited in the settings to modify your visitors greeting when they enter your Customer Support Portal.
However this is probably not the only way your visitors can communicate with you. Support Dynamo can continually check an e-mail account and import emails as support tickets. That’s right, Tickets via email! All inside your WordPress site. And because of the Customer Interaction Manager, Support Dynamo will tell you if these emailed tickets are written by an existing customer as well as their current Customer Value.
Non-Customers will have a temporary account auto created and you’ll see a “Temp” stamp included with their ticket so you are aware that this is a new “promising” customer. Once they become a customer, Support Dynamo will append each one of their previous tickets to their account. You can add in multiple email accounts to pull support requests from multiple email sources. This happens to be best for individuals who want to have 1 centralized support hub to deal with all the necessary support for all of their websites all from ONE site or domain.
If you consistently receive a common question, Support Dynamo allows you to quickly convert a copy of that ticket into a Knowledge Base article and drop it right into the KMS (Knowledge Management System). The KMS lets you create, manage and maintain a complete Knowledge Base in the Customer Support Portal. Owning a Knowledge Base is a fantastic addition to any site which can help lower your support time if visitors are able to find whatever they want while avoiding having to submit a support ticket.
In the KMS you can easily transform tickets to a Knowledge Base topic or article whenever you recognize the same question continues to be asked over and over again. This is done with just one click inside the Ticket Options Meta Box. With one click you’ll copy the ticket within the ticket and open up a brand new Knowledge Base article window with the contents of the ticket pre-loaded so that you can edit or supply a thorough answer and post.
The items we have just covered is simply the tip of the iceberg as far as Support Dynamo goes as a WordPress IT Helpdesk. There are quite a few more little and robust features for example ticket and individual notes, computer 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 a lot more! Visit for yourself truly how awesome Support Dynamo actually is, to discover how it will help you streamline your customer support process.
Please don’t just support your customers, get to know them through Support Dynamo, THE WordPress Support Plugin.