NexlifyDesk

Create a new WordPress page and add the shortcode [nexlifydesk_ticket_form]. You can customize it with optional attributes:

• show_title="no" - Hides the default form title
• The form includes fields for subject, message, category, priority, and file attachments

Create a page with the shortcode [nexlifydesk_ticket_list]. Logged-in users will see their tickets, while agents with appropriate permissions will see their assigned tickets. Optional attributes:

• show_title="no" - Hides the default page title

Yes, completely! Go to NexlifyDesk > Email Templates to customize all notification emails:

• New Ticket: Sent when a ticket is created
• New Reply: Sent when someone replies to a ticket
• Status Changed: Sent when ticket status is updated
• SLA Breach: Sent when response time targets are missed Available placeholders include {ticket_id}, {subject}, {user_name}, {status}, {ticket_url}, and many more.

Basic Setup:

1. Go to Users > Add New and create user accounts for your support team
2. Assign them the "NexlifyDesk Agent" role Advanced Setup:
3. Go to NexlifyDesk > Agent Positions to create custom roles
4. Define specific capabilities for each position (e.g., "Level 1 Support", "Technical Lead")
5. Assign agents to positions via their user profiles
6. Configure auto-assignment rules in Settings

By default: JPG, PNG, PDF, and common document types. You can customize:

• Allowed file extensions: Modify the list in NexlifyDesk > Settings
• Maximum file size: Set size limits per attachment
• Security: All uploads are validated and stored securely

Set your target response time in NexlifyDesk > Settings (in hours). The system:

• Automatically tracks when tickets approach or exceed SLA targets
• Sends breach notifications to administrators and assigned agents
• Displays SLA status in the admin dashboard
• Includes SLA metrics in performance reports

Yes! NexlifyDesk includes built-in WooCommerce integration:

• Order History page: Look up customer orders directly from the admin
• Order-based duplicate detection: Links tickets mentioning order numbers
• Customer context: View order information when handling support requests

The smart assignment system:

1. Finds available agents: Checks users with the NexlifyDesk Agent role
2. Balances workload: Assigns to the agent with the fewest open tickets
3. Fallback options: Can assign to administrators if no agents are available
4. Handles changes: Automatically reassigns orphaned tickets when agents are removed

• Manual closure: Agents can close tickets at any time
• Automatic closure: Resolved tickets automatically close after 48 hours of inactivity
• Reopening: Closed tickets can be reopened by administrators
• Customer interaction: Customers cannot reply to closed tickets and are prompted to create new ones

By default, YES! NexlifyDesk preserves all data (tickets, replies, attachments, customer information) even after plugin deletion. You can change this behavior in NexlifyDesk > Settings if you prefer to remove all data during uninstall.

Internal notes are private messages between support team members:

• Only visible to agents and administrators
• Never sent to customers via email
• Perfect for sharing context, escalation notes, or internal updates
• Added via the "Add Internal Note" tab in the admin ticket view

Yes, several ways:

• CSS Styling: Override the plugin's CSS in your theme
• Template System: Copy template files to your theme for structural changes
• Settings Panel: Customize colors, labels, and behavior options
• Email Templates: Full control over all notification email content and styling