Fluent Support - Helpdesk & Customer Support Ticket System
| 开发者 |
techjewel
wpmanageninja adreastrian rafiahmedd |
|---|---|
| 更新时间 | 2026年10月9日 23:31 |
| PHP版本: | 7.4 及以上 |
| WordPress版本: | 7.1 |
| 版权: | GPLv2 or later |
| 版权网址: | 版权信息 |
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详情介绍:
安装:
This section describes how to install the plugin and get it working.
- Just search for Fluent Support in WordPress Plugins and click install and activate.
- Upload the plugin files to the
/wp-content/plugins/fluent-supportdirectory, or install the plugin through the WordPress plugins screen directly. - Activate the plugin through the \'Plugins\' screen in WordPress
- Use the
Fluent Support->Settingsscreen to configure the plugin - (Make your instructions match the desired user flow for activating and installing your plugin. Include any steps that might be needed for explanatory purposes)
屏幕截图:
常见问题:
Are there any limitations about how many support tickets I can manage?
No, there are no limitations. You can manage as many support tickets or customers or support staff as you want.
Is it 100% self-hosted?
Yes, Fluent Support is 100% self-hosted. Fluent Support will not connect with any of our SaaS servers. You own the data, and your data should be hosted on your hosting server.
Is it GDPR compliant?
Yes, your data never goes to a different server like HelpScout, ZenDesk or Freshdesk. All the data will be saved and managed into WordPress.
Will it cause performance issues for WordPress?
Absolutely not! From the very first, we were careful about this. It stores all the related data in custom database tables, so it will not affect your WordPress database. We built the application with VueJS, and it’s only run when you go to the admin dashboard of Fluent Support. Also, The Admin UI is super-fast as It’s a SPA and communicates over ajax.
Can I customize the appearance of the helpdesk to match my WordPress theme?
Absolutely! Fluent Support offers a customizable support portal, allowing you to seamlessly integrate the helpdesk with your WordPress theme for a cohesive and professional look.
Where can I find the Full Vue Source Code?
The full Vue source code is available on our GitHub repository: https://github.com/WPManageNinja/fluent-support
更新日志:
2.4.5 (Date: October 09, 2026)
- Added: Remote Portal (Pro) — serve the Customer Portal on your main site, connected with a one-time key
- Added: Workflow triggers On Ticket Reopened, On Agent Response, On Agent Assigned and On Customer Feedback, plus Ticket Tags, Ticket Source, Agent Priority and Feedback conditions (Pro)
- Added: Email piping handles auto-replies, bounces and automated mail with a loop guard, and threads replies by signed email references (Pro)
- Added: Bulk actions to change priority or product, reopen tickets and remove tags
- Added: Ticket view shortcuts for next/previous ticket and close, and a Ticket Stats sidebar widget
- Added: Advanced filter by ticket source, and a "Waiting for your reply" badge in the Customer Portal
- Added: Inbox From name can be the inbox name, the replying agent or a custom template
- Added: MCP tools to edit, delete and publish draft replies, bulk reply, and a duplicate-reply guard
- Added:
fluent_support/agent_feedback_receivedaction when a customer rates a reply - Improved: An agent reply is held for review when the customer wrote again while it was being typed
- Improved: Agent signatures now come from the {{agent.signature}} smartcode in email templates
- Improved: Customer Portal signup follows the WordPress "Anyone can register" setting and uses FluentAuth forms when available
- Improved: Agent-initiated tickets read like an email from the agent
- Improved: Faster dashboard, agent list and ticket view; all API dates in site time
- Improved: Collapsible settings sidebar and translation coverage across the admin and portal
- Fixed: Approved drafts are sent as their author, not the approver
- Fixed: Importers calculate reply, first response and close times correctly
- Fixed: Activity log cleanup deleted every log when retention was set to 0
- Fixed: Auto-close without a response skipped close emails and workflows (Pro)
- Fixed: Dropbox and Google Drive uploads failing after a token refresh (Pro)
- Fixed: Security through ongoing audits and hardening.
- Added: Advanced Reports suite (Pro) — Ticket Overview, Agent Performance, Product Insight, Business Boxes and Activity reports with date-range filters and comparison charts
- Added: AI Ticket Audit report (Pro) — audit tickets with OpenAI, Gemini or Anthropic and filter results by mood
- Added: Historical Snapshots for Advanced Reports (Pro) — data captured every 6 hours, with a Live / Snapshot comparison selector
- Added: Growth metrics and activity grid in Agent Performance, plus product interaction counts in Product Insight (Pro)
- Added: Google reCAPTCHA (v2 and v3) for the Customer Portal ticket form
- Added: Date range custom field type (Pro) — one field for start and end dates
- Added: Category(Post) filter for Knowledge Base article suggestions (Pro)
- Added: Customer Portal prompts customers to confirm a changed account email via a signed verification link, and merges any unlinked customer record already collecting tickets at that address
- Added:
fluent_support/merging_customer_recordsaction so add-ons can move their own data when two customer records merge - Improved: Keyboard-accessible ticket rows and responsive report tables, charts and toolbars
- Improved: Product dropdowns are alphabetized and searchable; fallback agent is now a searchable dropdown
- Improved: Half-hourly background tasks now run through Action Scheduler and reconcile automatically
- Improved: Per-agent report metrics use grouped queries instead of one query per agent, and mailbox restrictions are resolved once per request
- Improved: Consistent input and select heights in the admin UI; scoped date-range picker styles
- Improved: Report stat numbers now use thousand separators
- Improved: Translation coverage for admin strings — theme modes, ticket sidebar, report tabs, date shortcuts, workflow list and more
- Improved: (MCP) Silent close option for the close-ticket tool
- Fixed: Product filter on the ticket list — cleared filters, filter routing and per-product ticket counts
- Fixed: Business Boxes report showing waiting tickets from the wrong mailbox
- Fixed: Two-factor and login expiry parsed as UTC, expiring early on non-UTC sites
- Fixed: Literal backslashes were stripped from ticket and reply content, including piped emails (Pro)
- Fixed: Duplicate Cc line on the first message of a ticket thread
- Fixed: Agent-initiated outreach email showing the internal log message instead of the agent's reply for {{ticket.content}}
- Fixed: Long ticket titles overflowing instead of wrapping on the ticket view; ticket title typography
- Fixed: Inline attachments without a placeholder are now visible in the ticket thread (Pro)
- Fixed: Ticket category ordering and stale category IDs in custom field options (Pro)
- Fixed: Security through ongoing audits and hardening.
- Compatibility with WordPress 7.1
- Fixed: Security through ongoing audits and hardening.
- Fixed: Missing FluentBoards documentation URL to integration statuses.
- Improved: Updated the Gemini model list in AI Model Setup
- Fixed: Security through ongoing audits and hardening.
- Fixed: Low-contrast text and input fields in the "Generate Responses with AI" popover when using dark mode
- Added: MCP (Model Context Protocol) server integration — AI agents can now connect directly to Fluent Support tickets, conversations, and customer data via a standards-based MCP interface; configurable from a new MCP Settings page
- Added: Multi-provider AI support — choose between OpenAI, Gemini, and Anthropic as your AI backend from the new AI Model Setup settings page; provider and model are independently configurable
- Added: FluentCart workflow conditions (Pro) — branch automations on customer purchase history with three new conditions: Customer Purchased Product, Customer Purchased Package (Variation), and Customer Has Active License; enables product-tier routing and SLA enforcement automatically
- Added: Easy Digital Downloads workflow conditions (Pro) — same set of commerce conditions (Purchased Product, Purchased Variation, Has Active License) now available for EDD customers
- Added: Change Priority workflow action (Pro) — set a ticket's priority automatically as a workflow action step
- Added: CLI migration support for Zendesk and HelpScout — import tickets, customers, and conversations via WP-CLI
- Added: Load-more pagination for Previous Conversations sidebar widget
- Added: Remote product search in Workflow commerce conditions — searchable product/variation picker for large catalogs
- Improved: AI response content now renders markdown (bold, lists, code blocks) correctly when inserted into the reply editor
- Improved: Workflow trigger fires an internal notification to assigned agents when an automation runs
- Improved: Previous ticket query scoped to agent visibility, preventing data leakage in the sidebar widget
- Improved: Redesign ticket watchers widget with collapsible toggle
- Improved: Redesign customer/agent ticket list thread, label with role icon badge
- Fixed: Agent @mention search failing with large agent lists — search is now server-side
- Fixed: Inline pasted images not appearing correctly in sent email notifications
- Fixed: Email addresses in internal notes being auto-converted to clickable hyperlinks
- Fixed: Repeated replies closing tickets due to sticky close_ticket flag persisting across responses
- Fixed: Attachment limit error message now shows the configured maximum instead of a generic message
- Fixed: Agent signature and shortcode not applied in agent-initiated ticket notification emails
- Fixed: Mailbox Settings error notification not displaying (wrong $notify call signature)
- Fixed: Active navigation link using incorrect background color design token
- Security: Restricted saved reply access and sanitized agent AI guidelines input
- Added: Grid view layout for the ticket list
- Fixed issue with time tracking where working minutes were showing as null
- Unified and improved dynamic support menu UI structure
- Security: Hardened ticket ID resolution in Customer Portal policy
- Added: Internal Notifications module — agents now receive real-time in-app notifications for @mentions, ticket assignments and reassignments, customer replies, ticket close/reopen events, and Workflow triggers; fully configurable per event category with a self-notification toggle
- Added: FluentBooking integration — insert available time slots from ticket replies, view upcoming meetings in the ticket sidebar, and log scheduled-meeting notes automatically
- Added: Public ticket numbers with optional prefix support — configurable serial numbers display in email notifications, ticket UI, and Customer Portal; admins can set a minimum ticket number and per-product prefix via the fluent_support/ticket_prefix filter
- Added: FluentCommunity as a global Customer Portal destination, embedding Fluent Support inside a FluentCommunity space
- Improved: Customer portal destination setting — choose where ticket links in email notifications redirect (Customer Portal, WooCommerce My Account, or FluentCommunity)
- Added: fluent_support/ticket_content_before_render, fluent_support/ticket_content_after_render, fluent_support/response_content_before_render, and fluent_support/response_content_after_render filters for developer control over ticket and response content rendering
- Added: Signing Secret support for Slack and Telegram webhooks while maintaining compatibility with existing integrations.
- Improved: attachment handling for agent-created ticket emails and pasted inline images
- Improved: dark mode visibility for filters, switches, radios, tables, and reply controls
- Refined the ticket reply composer UI for a smoother and more intuitive reply-writing experience.
- Fixed: Customer Portal not immediately reflecting ticket status changes applied by a Workflow action (e.g., auto-close on customer reply)
- Fixed: Fluent Support admin font (Inter) leaking into WordPress admin chrome outside Fluent Support pages
- Fixed: Dark mode toggle switch colors in Global Settings
- Fixed: Global Settings page design inconsistencies
- Fixed: Shortcode attribute not normalizing to lowercase
- Simplified image upload flow: the Create/Reply button now appears only after the upload is complete.
- Enabled attachments for ticket emails, including Agent-created tickets and Agent-initiated tickets.
- Fixed an issue where alpha-admin.css was loading on all admin pages when the ticket summary feature was enabled.
- Fixed inaccurate Personal Report metrics; all ticket closures and replies are now correctly counted regardless of assignment.
- Fixed admin UI styling to properly align the Fluent Support canvas within the admin interface.
- Prevented duplicate shortcode copy notifications in settings.
- Improved dark mode UI consistency by enhancing blocked status warning visibility, fixing Reply/Close button state styling, and improving icon contrast with standardized dropdown icon styling.
- Fixed an issue where the global ticket summary was not rendering outside Fluent Support pages
- Fixed Slack notification sending issue (Pro)
- Fixed activity log staff filter dropdown collapsing issue
- Added Agent Groups to organize support teams and enable smart ticket distribution
- Added Agent Signature option for support agents
- Added Agent-Initiated Tickets (agents can create tickets on behalf of customers)
- Added new email template for Agent-Initiated Tickets
- Added file upload integration with Cloudflare R2 and Amazon S3 (Pro)
- Added Dynamic Sidebar Widgets system (hook-based, supports PHP and Vue components)
- Added fluent_support/should_send_notification filter to control notification delivery across channels
- Improved overall security
- Optimized database queries for better performance
- Fixed Fluent Boards integration action availability in free version when plugin is active
- Fixed portal signup visibility issue when using shortcode attribute
- Fixed “Close Ticket Silently” not suppressing email notifications
- Fixed incorrect syncing of customer status with FluentCRM
- Fixed advanced filter deletion issue in tickets list
- Fixed theme mode toggle visibility issue
- Fixed untranslated strings in advanced filter options
- Updated: Core PHP framework
- Added: Zendesk migration improvement to collect archived tickets and resume previous migrations
- Fixed: Onboarding dark mode design issue
- Fixed: Bulk option checkbox now visible by default
- Fixed: Ticket list not updating after bulk actions
- Fixed: File upload limit validation issue after deleting previously uploaded files
- Fixed: WordPress admin bar overlapping Fluent Support menu
- Fixed: Agent reply count in reports incorrectly including internal notes
- Fixed: Error when navigating directly to a ticket URL due to window.history.state being null
- Added: Admin Dashboard Dark Mode
- Added: Support for OpenAI GPT-5.2 & GPT-5.2 Chat models
- Added: View Tickets (Read Only) permission
- Improved: Faster ticket list loading
- Improved: Optimized large-scale Zendesk migration
- Fixed: Draft Reply permission issue
- Fixed: Attachment links during ticket merge
- Fixed: Ticket content unordered list formatting
- Fixed: Integration settings save button visibility
- Fixed: “Waiting Since” tooltip date display
- Fixed: Saved Replies left menu link
- Fixed: Login page styling issue
- Fixed: Date range picker responsive layout
- Fixed an issue where current ticket watchers were not displaying in the ticket list.
- Fixed an issue where ticket merging could fail from the ticket view page.
- Fixed an issue where reCAPTCHA settings were not saving properly.
- Fixed a responsiveness issue with the bulk actions bar in the ticket list.
- Fixed issues related to ticket migration.
- Fixed a customer profile update issue by treating customer IP fields as strings.
- Fixed a styling issue with the Ticket Merge dialog buttons.
- Improved onboarding completion UI and post-onboarding navigation
- Improved sanitization and validation handling
- Fixed Saved Replies modal showing stale content when editing
- Complete admin interface redesign with a modern layout.
- Full RTL (Right-to-Left) language support across the interface.
- Fully mobile-responsive experience across all modules.
- Revamped menu structure with dropdowns for better organization.
- Responsive hamburger menus for Main Menu, Settings, and Reports.
- Drag & Drop Image Upload for tickets.
- Ticket List Display Settings: manage layout and element visibility directly from the Display Settings icon.
- Compact Ticket List Layout for faster scanning and higher information density.
- Keyboard Shortcuts: Enable via Plugin Settings → Global Settings → Enable Keyboard Shortcuts. Click “Keyboard Shortcuts” to view all available commands.
- Improved Frontend Support Portal responsiveness and theme compatibility.
- Refactored Customer Portal SCSS variables for easier dark mode implementation.
- Updated core PHP framework; resolved PHP 8.4 compatibility issues.
- Improved input sanitization and validation.
- Migrated components to Options API and refactored Vue components for better performance.
- Prevented unnecessary API calls in Reports module.
- Separated personal reports from agent performance reports.
- Added Reports Stats API for product/business-specific insights.
- Selected date range persists when switching report tabs.
- Resolved issue where pressing Enter caused page reload instead of submitting forms.
- Fixed Block Editor styles not applying correctly on Customer Portal.
- Fixed WordPress 6.9 admin text editor toolbar compatibility issues.
- Fixed database table error when Activity Log feature was disabled.
- Fixed auto password generation issue for new users with empty password fields.
- Security: Fixed an access control bypass in the customer portal caused by improper validation of the intended_ticket_hash parameter.
- Security: Added sanitize_sql_orderby() to prevent unsafe or invalid values in sorting queries.
- Fix product_id filter to require array in whereIn, preventing potential errors when a non-array value is provided.
- Fixed: Issue with attachments not showing from third-party storage.
- Resolved issues affecting public ticket and attachment visibility.
- Fixed Guideline Issues
- Fixed Text Domain Issues
- Updated Libraries
- Prevent Direct Access to Plugin Files
- Added GitHub Public repo link in the readme file
- Added: Fluent Cart product purchase widget in the ticket sidebar.
- Added: Fluent Cart product and order options in custom fields.
- Added: Workflow trigger based on Fluent Cart product and order from custom fields.
- Added: Option to integrate the customer portal into the Fluent Cart customer dashboard.
- Added: Multi-select option for product filtering in tickets.
- Improved: Refined plugin performance for increased speed and efficiency. The full changelog for every version is at docs.fluentsupport.com/change-log.