SupportCandy – Helpdesk, Support Ticket System & AI Chatbot

AI Assistant & Chatbot :

A 24/7 AI Chatbot Agent that answers questions directly from your content (AI Training) and automatically creates support tickets for everything else. Empower your agents to resolve issues faster and deliver consistent, on-brand support with AI-driven summaries, draft generation, and response polishing.

AI features use your own OpenAI or Google Gemini API key. You choose the provider in the AI settings, and you pay the provider directly for usage.

Key capabilities include: * AI Training – Train the AI on your WordPress posts and pages (any post type), URLs and uploaded files so answers come from your own knowledge base. * Chatbot Agent – Answers visitor questions 24/7, checks the status of an existing ticket, filters out spam, and creates a support ticket when it cannot resolve a question. Includes an auto-popup, a greeting bubble and an overlay message that you can configure. * Chatbot Sessions – Review every chatbot conversation in a split view and search by conversation text and visitor details. * Ticket Summary – Instantly generate a concise summary of long or complex tickets, helping agents quickly understand the issue without reading the entire conversation. * Auto Draft – Let the AI draft a reply based on the ticket thread, so agents start from a ready answer. * Polish Agent Replies – Draft quickly and let the Polish (AI) button refine your grammar, tone, and clarity. The AI automatically analyzes the entire ticket thread for context, ensuring every response is pinpoint accurate. You can continue to provide follow-up prompts to tweak the suggestion until you’re satisfied, then simply click Replace or Append to the editor. * Polish on the Ticket Form – Polish the ticket description on the create ticket form before submitting. * Custom AI Prompts – Administrators can define custom prompt instructions from the settings panel. The AI will follow these instructions while polishing replies, allowing you to align responses with your brand voice and support guidelines.

Key features :

• AI Chatbot Agent trained on your own content
• AI Assistant: ticket summary, auto draft and polish
• OpenAI and Google Gemini support (bring your own API key)
• Unlimited number of tickets
• Unlimited number of agents and agent roles
• Unlimited number of customers
• Unlimited tags, categories, and custom statuses
• Dashboard for agents with cards and widgets
• Activity logs for administrators
• Advanced custom filter and search functionality
• Saved filters for customers and agents, and agent quick filter on the ticket list
• Bulk actions: change status, assign agents, add tags, archive and delete tickets
• Ticket archive
• Gutenberg blocks and Elementor widgets for SupportCandy shortcodes
• Shortcodes for Agent Portal/Customer Portal: [supportcandy], [wpsc_create_ticket], [wpsc_open_ticket], [wpsc_my_profile], [wpsc_agent_profile] and [wpsc_unresolved_ticket_count]
• Private notes for internal communication of agents
• Agents can create a ticket on the customer’s behalf
• Agent Collision to avoid repetitive messages and confusion
• 15 Custom field types
• User Registration
• Ticket fields for additional information about ticket
• Agent-only fields to keep internal data of the ticket
• Customer fields to store information about the customer across the tickets
• Additional recipients (CC) on tickets
• Ticket source, browser, OS and IP address captured automatically
• Guest tickets
• Guest can also see their ticket list using OTP Login (One Time Password)
• Rich-text editor (customizable)
• Email notifications with template preview and test send
• Working hours, exceptions, holidays and agent leaves
• Spam protection with Google reCAPTCHA or Cloudflare Turnstile
• GDPR Compatibility with data retention and deletion feature
• Terms & Conditions checkbox in the ticket form
• Macros or placeholders for ticket fields
• Unlimited File Attachment to ticket and reply. Manage allowed file types.
• REST API v2 for tickets, customers, agents, categories, priorities, statuses and attachments
• Customizable Appearance to match up with your theme
• Compatible with WPML and Polylang, 20+ bundled translations
• Loads scripts only on pages that use SupportCandy for faster page speed
• Quick setup wizard
• Auto delete closed tickets

Pro Features :

• Email Piping – Create and reply to tickets directly from your email inbox using Basic IMAP, Gmail or Microsoft Exchange.
• WooCommerce Integration – Let customers select orders and products in the ticket form, show order history and total spent to agents, and add a support tab and help button to the My Account page.
• Canned Reply – Save and reuse frequently used responses with macros. Administrators can create public canned replies for all agents.
• Assign Agent Rules – Automatically assign agents or agent groups to new tickets based on conditions you define.
• SLA (Service Level Agreement) – Calculate ticket due dates from SLA policies and show the remaining time in the ticket list and on each ticket.
• Satisfaction Survey – Collect customer ratings and feedback after a ticket is closed, with customizable survey emails.
• Automatic Close Tickets – Close inactive tickets after a set period, with warning emails sent to customers first.
• Usergroup – Allow a group of users to access each other’s tickets.
• Agentgroup – Create agent groups or teams, assign tickets to them, and let supervisors manage assignments within the group.
• Schedule Tickets – Automatically create recurring tickets for routine tasks on a schedule you define.
• Knowledgebase Integrations – Insert knowledge base articles into replies. Works with BetterDocs, Knowledgebase by UnboundStudio and more.
• FAQ Integrations – Integrate popular FAQ plugins like Ultimate FAQ and Arconix FAQ.
• Export Tickets – Export tickets to CSV for reporting and other purposes.
• Reports – Auto-generated reports for ticket statistics, response delays, ticket closing delays and more, with filters for custom fields and survey ratings.
• Timer – Let agents log time on tickets, with optional auto-start and a widget that shows time spent to customers.
• Print Ticket – Print tickets or save them as PDF, with customizable header, footer and body templates.
• EDD Integration – Let customers select Easy Digital Downloads orders and products in the ticket form and let agents view them in the ticket.
• Gravity Forms Integration – Create multiple ticket forms with Gravity Forms and map their fields to SupportCandy automatically.
• Private Credentials – Let customers share sensitive information securely in tickets, with encrypted storage and optional automatic deletion after the ticket is closed.
• Slack Integration – Get instant notifications in your Slack channel and reply directly from a Slack thread.
• Workflows – Automate ticket assignments, status updates and more with triggers, conditions and actions, either automatically or manually.
• Productivity Suite – Boost ticket management productivity with a set of add-on tools for your support team.
• LMS Integrations – Let customers choose their course when creating a ticket and let agents see course details. Supports LifterLMS, Tutor LMS and LearnPress.
• Email Marketing Tools Integration – Connect SupportCandy with MailChimp, GetResponse and Brevo to subscribe users during registration or ticket creation.
• Webhooks – Send real-time notifications to other systems on events such as ticket creation, closure and agent assignment.

Who is it for?

• Helpdesk and customer support teams
• Technical support and trouble tickets
• SaaS and software companie