TotalDesk - Helpdesk, Live Chat, Knowledge Base & Ticket System 1.8.1

The TotalDesk – Helpdesk, Live Chat, Knowledge Base & Ticket System is an all-in-one premium WordPress plugin designed to provide a complete customer support solution directly within your WordPress website and dashboard.

It is highly popular because it bundles four major support functionalities into a single plugin, eliminating the need to use multiple, separate tools (which is often more expensive and complex).

🌟 Core All-in-One Functionality

TotalDesk combines the following essential support tools:

Ticket System (Helpdesk): The core engine for managing customer issues.

Knowledge Base (KB): For self-service support documentation and FAQs.

Live Chat: For real-time communication with visitors and customers.

Reporting & Analytics: To track performance and improve service.

✨ Key Features and Components

Component

Key Features

Benefit

Ticket System

Mailbox Fetching (Email Piping): Automatically converts incoming emails from your support inbox into tickets. Multiple Contact Forms: Includes forms for simple requests, Envato purchases, and WooCommerce/Shop support. Agent/Reporter Roles: Custom user roles for managing access and assignments. Custom Taxonomies: Allows you to create custom Statuses, Types, or Projects for better ticket organization.

Centralizes all support requests (Email, Form, Chat, Phone) into a single, manageable system within WordPress.

Knowledge Base

Transfer Tickets to FAQs: Convert resolved tickets directly into Knowledge Base articles with one click. Live Search: AJAX-powered search helps users quickly find answers. User Feedback: Includes "Thumbs Up/Down" voting and tracks FAQ searches/views.

Reduces support volume by encouraging self-service and leveraging existing solutions.

Live Chat

Integrated Chat: Allows real-time communication between agents and customers. Chat-to-Ticket: Every chat conversation is tracked and saved as a ticket, ensuring no support requests are lost and maintaining a consistent history.

Provides instant support while keeping a formal record of every interaction for future reference.

Reporting

In-depth Reports: Generates reports on ticket creation, completion times, and agent usage. Data Export: Export all tickets as Excel files for custom analysis.

Helps management analyze performance, identify bottlenecks, and measure agent efficiency.

Efficiency Tools

Saved Replies/Canned Messages: Store pre-written responses for common issues. Suggested FAQs: Shows relevant KB articles to customers before they submit a new ticket.

Speeds up agent response times and deflects new ticket submissions.

Integrations

WooCommerce: Links customer orders and details to their support tickets. Envato: Includes forms and checks for Envato purchase code validation.

Provides agents with the necessary context (e.g., order history) to solve problems faster.

In summary, TotalDesk is a powerful, integrated, and self-hosted solution that allows you to run an entire professional customer support operation directly from your WordPress backend.

Would you like to know the typical pricing structure for the TotalDesk plugin?