NexlifyDesk

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

• show_title="no" to hide the page title
• The form includes fields for subject, message, category selection, priority level, and file attachments

Create a page with the shortcode [nexlifydesk_ticket_list]. Logged-in customers will see their own tickets, while agents will see their assigned tickets. Customization options include:

• show_title="no" to hide the page title
• status="open" to filter tickets by specific status

Yes! Navigate to NexlifyDesk > Email Templates to customize all notification emails:

• New Ticket notifications, New Reply alerts, Status Change notifications, and SLA Breach warnings
• Use dynamic placeholders like {ticket_id}, {user_name}, {subject}, {ticket_content}, and many more for personalized communications

Basic Agent Setup:

1. Go to Users > Add New to create agent accounts
2. Assign the "NexlifyDesk Agent" role to new users Advanced Agent Configuration:
3. Visit NexlifyDesk > Agent Positions to create custom roles
4. Define specific capabilities (e.g., "Level 1 Support", "Senior Agent")
5. Assign agents to positions through their user profiles
6. Configure automatic assignment rules in Settings

Default supported formats include JPG, PNG, PDF, and common document types. You can customize file handling in NexlifyDesk > Settings:

• Configure allowed file extensions
• Set maximum file size limits
• Enable security validation and virus scanning integration

Configure response time targets in NexlifyDesk > Settings (specified in hours). The system will:

• Track response times against SLA targets
• Send breach notification alerts to administrators and assigned agents
• Display SLA status indicators in the dashboard interface
• Include SLA performance metrics in comprehensive reports

Absolutely! NexlifyDesk includes native WooCommerce integration features:

• Built-in Order History lookup page for comprehensive order details
• Automatic order-based duplicate detection for context preservation
• Direct customer context access within tickets for enhanced support quality

Email piping converts incoming emails into support tickets. Setup varies by provider: Custom IMAP/POP3 Configuration:

1. Navigate to NexlifyDesk > Settings > Email Piping
2. Select "Custom IMAP/POP3" as your provider
3. Enter mail server details (host, port, username, password, encryption)
4. Configure spam filtering and processing rules
5. Choose email retention preferences (delete or keep emails after processing) AWS WorkMail Integration:
6. Ensure SSL is enabled on your WordPress site
7. Select "AWS WorkMail" as your provider
8. Enter AWS region, organization ID, and authentication credentials
9. Optionally configure SES for enhanced email delivery Google Workspace/Gmail Setup:
10. Create OAuth credentials in Google Cloud Console
11. Select "Google Workspace" as your provider
12. Complete OAuth authentication flow
13. Configure email processing preferences and filters

The intelligent assignment system operates through multiple algorithms:

1. Identifies available agents based on online status and workload
2. Balances ticket distribution by assigning to agents with fewest open tickets
3. Falls back to administrator assignment if no agents are available
4. Automatically reassigns orphaned tickets when agents are deactivated

Ticket closure follows a structured workflow:

• Agents can manually close tickets at any time
• Resolved tickets automatically close after 48 hours of customer inactivity
• Administrators can reopen closed tickets when necessary
• Customers cannot reply to closed tickets and are prompted to create new ones

By default, YES! All plugin data (tickets, attachments, categories, etc.) is preserved during uninstallation for data safety. You can modify this behavior in Settings to enable complete data removal. Always create a backup before uninstalling any plugin.

Internal notes provide private agent-to-agent communication:

• Notes are completely invisible to customers
• Ideal for sharing context, escalation information, or troubleshooting details
• Add notes through the "Add Internal Note" tab in the admin ticket interface
• All internal notes are logged with timestamps and agent attribution

Multiple customization options are available:

• Add custom CSS styling through your theme's stylesheet
• Override plugin templates by copying them to your active theme directory
• Customize colors, labels, and visual elements through Settings
• Full control over email template design and content
• Responsive design elements for mobile optimization