Volixta Support

Volixta Support is a self-hosted WordPress helpdesk and support ticket system designed to help you manage customer requests, organize support conversations and provide professional customer support directly from your WordPress dashboard. Create and manage support tickets, track request statuses, set priorities and reply to customers from a dedicated helpdesk workspace. Give your customers a private support portal where they can submit tickets, follow conversations, read support replies and manage their support access. Create flexible support plans with limited or unlimited ticket allowances, configurable durations, automatic quota renewals and customer access rules. Assign plans manually, through WordPress user roles or via optional WooCommerce purchases. Customize your helpdesk with three interface modes — Standard, Immersive and Focus — available independently for the administrator workspace and customer support portal. Deliver professional, branded HTML email notifications that automatically synchronize with your selected design palette. Notification emails adapt their colors and visual styling to match your configured interface theme, providing a consistent experience across your helpdesk, customer portal and email communications. Volixta Support also includes email notifications, reusable reply templates, optional private ticket attachments and built-in hosting SMTP. Tickets, conversations, customer records and support plans remain within your own WordPress installation, without requiring an external helpdesk platform. WordPress helpdesk and ticket management Manage customer support requests efficiently from a dedicated WordPress helpdesk dashboard. Keep conversations organized, prioritize requests and respond to customers without switching between multiple tools.

• Manage support tickets from a dedicated administrator inbox.
• Organize customer requests by status, priority and customer.
• Set ticket priorities to Low, Medium or Urgent.
• Search and filter tickets by status, priority, customer email and keywords.
• View complete ticket conversations and reply directly from the administrator workspace.
• Send email notifications when communicating with customers.
• Create, edit and reuse reply templates for common support questions.
• Create support tickets for existing WordPress users or email-only customers.
• Associate support tickets with local support products.
• Add supported file attachments when creating tickets.
• Edit your own administrator messages and delete tickets when necessary.

Customizable helpdesk and customer portal interfaces Volixta Support offers three interface modes for both the WordPress administrator workspace and the frontend customer support portal:

• Standard: A clean, light interface for everyday support management.
• Immersive: A modern, dark blue interface with a distinctive workspace appearance.
• Focus: A streamlined, dark graphite interface designed for focused ticket management.

Each interface can be configured independently from the plugin settings.

• Choose your preferred design for the administrator helpdesk workspace.
• Select a different interface mode for the customer support portal.
• Change interface modes without affecting support tickets, customer records or access permissions.
• Use responsive layouts that adapt to desktop, tablet and mobile screen sizes.

This flexibility allows administrators to work with their preferred helpdesk design while providing customers with a support portal that better matches their website. Private customer support portal Provide customers with a dedicated Support Center directly on your WordPress website. Volixta Support creates a customer portal page using the shortcode: [volixta_support_portal] Logged-in customers can:

• Submit new support tickets for available support products.
• View their support ticket history.
• Follow ongoing support conversations and ticket statuses.
• Read replies from the support team and respond to existing tickets.
• Review assigned support plans, covered products and remaining ticket allowances.
• Check support plan renewal and expiration information.
• Access available WooCommerce support plan purchases when the integration is enabled.

The customer portal uses WordPress authentication, nonce verification and ticket ownership checks to protect private support conversations. Customers can only access tickets associated with their own WordPress account. Support products, plans and ticket quotas Create flexible support plans to control customer eligibility, manage ticket allowances and organize support access by product or service. Volixta Support uses local support products that are independent of WooCommerce products. These products help organize customer requests and determine which support plans provide access. Available features include:

• Allow unrestricted ticket submissions for products without linked support plans.
• Require eligible customer access for products covered by an active support plan.
• Keep products protected when they are linked only to inactive plans.
• Create support plans with limited or unlimited ticket allowances.
• Set plan durations in days, weeks, months or years.
• Create support plans without expiration dates.
• Configure automatic ticket quota renewals.
• Choose daily, weekly, monthly, yearly or custom renewal intervals.
• Disable automatic quota resets when needed.
• Cover multiple support products with one support plan.
• Manually assign support plans to individual WordPress users.
• Automatically assign support plans based on WordPress user roles.
• Apply role-based assignments to existing users, newly registered users or both.
• Grant or extend customer support access through optional WooCommerce purchases.
• Manage customer plan assignments, expiration dates, purchase history and access status.

When one support plan covers multiple products, its ticket allowance is shared across tickets created through that plan. Customer eligibility, support plan access and ticket quotas are checked on the server before a new support ticket is created. Optional WooCommerce integration Volixta Support works independently of WooCommerce. You can manage support tickets, customer conversations, support products and support plans without installing an eCommerce plugin. When WooCommerce is available, you can connect purchasable WooCommerce products to support plans and offer paid customer support access directly from your website.

• Link a WooCommerce product to a local support plan.
• Automatically grant or extend support access when eligible orders reach Processing or Completed.
• Handle repeated purchases and product quantities while preserving existing customer entitlements.
• Track WooCommerce purchases and associated support plan access.
• Revoke only the entitlement contributed by a cancelled, failed or refunded order.
• Display purchased support plan information, payment amounts and order links.
• Provide direct add-to-cart actions for supported simple WooCommerce products in the customer portal.

WooCommerce products used to sell support plans remain separate from the local support products customers select when submitting support tickets. This allows you to offer support plans through WooCommerce while managing ticket eligibility and customer conversations directly within Volixta Support. Email notifications, reply templates and hosting SMTP Keep customers informed and streamline support communication with email notifications, reusable response templates and built-in SMTP configuration. Volixta Support can use the default WordPress email delivery system or connect directly to your hosting mailbox through SMTP. Email and SMTP features:

• Support-related email notifications.
• Configurable sender email address.
• Custom SMTP host and port.
• TLS/STARTTLS and SSL/SMTPS encryption options.
• Optional SMTP authentication using a mailbox username and password.
• SMTP test email directly from the plugin settings.
• SMTP delivery limited to Volixta Support emails by default.
• Optional site-wide SMTP routing for other WordPress emails.

The built-in SMTP transport does not require Gmail OAuth, Microsoft OAuth or an external email API. SMTP passwords are encrypted using key material derived from WordPress authentication salts. Plaintext passwords are not returned in administrator settings responses, and standard TLS certificate verification remains enabled. Reusable reply templates: Create and manage reusable support response templates for common customer questions. Administrators can insert saved replies into ticket conversations to respond more efficiently and maintain consistent support communication. Optional private ticket attachments Administrators can include supported files when creating support tickets. Supported formats include common image files, PDF, TXT, CSV, ZIP and Office documents, subject to WordPress and PHP upload limits and a maximum file size of 10 MB. Private attachment retention is optional and can be configured from the plugin settings. When enabled, private attachment storage provides:

• Customer- and ticket-specific storage folders.
• Randomized filenames for stored files.
• AES-256-GCM encryption for retained private attachments.
• Authenticated downloads with nonce verification and ownership checks.
• File validation that rejects executable files, scripts and SVG uploads.

When private retention is disabled, administrators can still include supported attachments in outgoing ticket emails without permanently storing them on the server. Retained attachments are stored under the site's uploads/volixta_support_files directory. On Apache and LiteSpeed servers, Volixta Support creates a deny-all .htaccess file to help prevent direct access to stored attachments. Nginx does not process .htaccess files. Administrators using Nginx must apply the additional access-denial rule provided in the plugin settings. Keep your WordPress authentication and security salts available and unchanged to maintain access to encrypted attachments. Why choose Volixta Support?

• Self-hosted WordPress helpdesk: Manage customer support tickets, conversations and requests directly from your own WordPress dashboard.
• Complete support ticket management: Organize tickets, assign priorities, filter requests, respond to customers and use reusable reply templates.
• Customizable admin and customer portal designs: Choose from three interface modes and configure both workspaces independently.
• Private customer support portal: Allow customers to submit tickets, follow conversations, send replies and review their support access.
• Flexible support plans and ticket quotas: Set ticket limits, renewal intervals, plan durations and unlimited support options.
• Support products and customer access management: Organize requests by product and assign support plans manually, by user role or through WooCommerce purchases.
• Built-in email notifications and SMTP: Send support emails using your hosting mail server without requiring an external email delivery platform.
• Optional WooCommerce integration: Sell support plans and manage customer entitlements through eligible WooCommerce purchases.
• Private ticket attachments: Protect retained files with encryption and authenticated downloads when private storage is enabled.
• Self-hosted customer support data: Keep tickets, conversations, customer records and support plans within your own WordPress installation.

1.0.1 – 2026-10-10

• Redesigned support ticket notification emails with a modern, responsive HTML layout.
• Added automatic email color synchronization with the selected Standard, Immersive, or Focus interface palette.
• Added support for the WordPress site logo or favicon in email notifications.
• Updated email branding.
• Improved email templates for new tickets, customer confirmations, support replies, customer replies, and SMTP tests.
• Improved email readability, layout consistency, and mobile compatibility.
• Refined the ticket creation review step with improved field alignment and full-width summary sections.
• Minor UI improvements and bug fixes.

1.0.0 – 2026-10-10

• Initial public release.