Part 1. Installation

For an automatic installation through WordPress

Go to the ‘Add New’ plugins screen in your WordPress admin area
Search for ‘Catchers Helpdesk’
Click ‘Install Now’ and activate the plugin
For a manual installation via FTP

Upload the zip file and unzip it in the /wp-content/plugins/ directory
Activate the plugin through the ‘Plugins’ screen in your WordPress admin area

Part 2. Get started

Let’s start with displaying a form on your page.

In order to add a contact form to your website, please add the shortcode to existing post or a page, or use an auto-created «Ticket form» page.

Now your visitors can find the form for submitting messages to you. It’s time to customize it.

Default assignee – new tickets will be automatically assigned to that person

File Upload Configuration – Do you want to allow your users to upload attachments?

Enable auto-reply – Do you want to send a notification after received request.

Message – You can wright a notification text.

See an example:

Hello,
We just got your help request! And do our best to answer emails as soon as possible, with most inquiries receiving a response within about a day

Part 3. General settings

1. Choose default assignee – new tickets will be automatically assigned to that person.
2. Set up file upload configuration – do you want to allow your users to upload attachments?
(Option is also used for file send through the mail server)
3. Set a welcome message – for example –  “We just got your help request! And do our best to answer emails as soon as possible, with most inquiries receiving a response within about a day.”
4. Configure incoming e-mails settings
5. Configure outgoing e-mails settings

Part 4. PRO -features

 

Saved replies with macros
Saved replies – affordable and useful tool for saving you time. You can create saved answer if you are answering the same question frequently. They can be utilized in any form of customer communication: from inquiry, to request, to support. Saved reply templates are usually created during the support process.

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Conversation feed filtering
You can filter all conversations on the ticket page for the easier organization. Filtering Conversations allow you to view conversation messages by author and status selectively. Agents love it when is hard to monitor and control a long feed.

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Forwarding
The ability to forward reply (by e-mail) to another person. It can be helpful when you need additional consultation

 

Cc and Bcc fields
Both of these are fields for email addresses to which you want additional copies of your message to be sent.

Private notes
Public comments can be read by anyone who has access to the ticket. You can also add private comments to tickets. These comments are only visible to other agents, not to the ticket requester or any other end-users that may have been CC’d on the ticket.

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Ticket history
A simple listing of the date and time a request was assigned to someone and who it was that assigned it as well as status changes. The activities feed in a ticket shows you a quick log of all the activities that have been happening on it.
Add fields to your contact form
Customize a contact form by adding ticket category. You can sign an exclusive agent to specific ticket category (for example – feature request).

Tickets export
You can export your tickets list to a CSV whenever you want to create custom reports or presentation for the manager.

HelpCatcher – embed tool
HelpCatcher is a simple embed code you can add to your website, which enables customers to contact you without leaving the page. Choose background, hover colors, conversation text and be prepared for the new flow of customers requests.

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Insert a footer into replies
You can add footers into all the ticket responses going out of your helpdesk. Add a company logo, contact phone or any appropriate message to your customers.

All of this features, you can find in a Pro-version.

Part 5. F.A.Q.

Will the Catchers Helpdesk plugin work with my themes?
Yes! Catchers Helpdesk plugin works out-of-the-box with every WordPress theme and other plugins. It collaborates with a broad range of premium and free themes, without requiring any coding.

How can I add a contact form to my website?
To add a contact form to your site, please add the shortcode to existing post or a page, or use an auto-created «Ticket form» page.

Does the Catchers Helpdesk plugin save the request in a database so that admin can manage it?
Catchers Helpdesk automatically builds a database, and you can view all your tickets from your admin panel by logging in. Each ticket has a status, author (contact), date and description.

How can customers log their Queries?
Catchers Helpdesk lets you catch feedback and requests directly from your website. When you create an account in Catchers Helpdesk, you automatically get support desk. All the entries submitted from the Catchers Helpdesk form, which you have embedded on your website, are automatically converted into tickets that you can start working on from your account.

Please do not hesitate to ask us any questions.