Volixta Support – Helpdesk, Customer Support Ticket System & Customer Portal

Yes. Enable guest tickets and publish a page containing [volixta_support_guest_ticket]. Visitors receive a private, expiring link for their individual conversation. They cannot browse other tickets. Addresses already registered on the site are directed to sign in.

The guest form only lists active products that have never been linked to a support plan. Check the product's status and plan associations. A product attached to an inactive plan is still restricted.

Yes, if registration is enabled and the site has a published privacy policy. New accounts are created as Subscribers and receive an email to set their password. Customers can claim eligible earlier guest tickets after verifying their email address and providing their latest guest ticket number.

You can configure up to three checkboxes independently, including their text, optional linked text and URL, and whether each response is required. The recorded answers are visible to authorized administrators.

Optional protections include a honeypot, minimum form-completion time, request rate limits and Cloudflare Turnstile. Turnstile must be configured with your own Cloudflare keys and requires the external service described above. Reliable email delivery is important for guest access links and registration emails.

No. You can maintain manual contacts and use them when creating tickets without registering them as site users. Linking an existing account or creating a new Subscriber account is optional. Removing a manual contact does not delete its tickets or a linked account.

Open a ticket in Inbox and choose History in the ticket header to view other requests, including closed conversations. Choose Files to review the ticket’s saved incoming and outgoing attachments. Signed-in customers also have their own ticket history in the private Support Center. Guests can open only the specific tickets for which they have valid private links.

No. The inbox, private portal, guest tickets, local products, support plans, quotas and notifications work without WooCommerce. The integration is optional and is used to sell support-plan access through qualifying orders.

Yes. Products without a plan association can accept unrestricted requests, and support plans can have unlimited ticket allowances. You can also limit tickets and set renewal or expiration rules. Products already linked to a plan remain protected when the plan is inactive.

Yes. A plan may cover multiple local support products. If the plan has a limited quota, tickets for those products count against its shared allowance.

Yes. Assign plans to individual WordPress users or use role-based assignment rules. WooCommerce is only necessary if you want qualifying orders to grant or extend entitlements.

Volixta Support revokes the entitlement contributed by the affected order without removing unrelated purchases or assignments. Existing WooCommerce orders are not deleted by the plugin.

Yes. Standard, Immersive and Focus can be chosen separately for the administrator workspace and customer portal. The selected portal palette also styles registration and guest ticket forms.

Yes. Configure SMTP host, port, encryption, authentication and sender details in the plugin settings, then send a test email. By default, the transport applies only to Volixta Support messages. Site-wide SMTP routing is optional.

Yes. When private retention is disabled, administrators may still include supported files in outgoing ticket emails. When retention is enabled, files are encrypted and available through authorized downloads.

Stored attachments use AES-256-GCM encryption and access-controlled downloads. The plugin blocks direct HTTP access with a .htaccess rule on Apache/LiteSpeed. On Nginx, administrators must add the server rule shown in settings.

Back up your WordPress database, private encrypted attachment directory, and wp-config.php (including the original security salts). Keep an exact, secure backup of VOLIXTA_SUPPORT_FILES_KEY if configured. Try the update on staging first, then update or replace the existing plugin in place using the WordPress update flow. Never uninstall the old version to perform an upgrade; uninstall is destructive.

No. An in-place update retains the existing setup. Review Settings > Portal & access, file storage, the permitted extensions and customer/guest upload permissions. Then test the ticket list, support plans, customer portal, replies, email delivery, uploads and protected downloads.

Keep the original WordPress security salts until any older salt-derived attachments have been migrated in Settings > Portal & access > Private file storage. Run the migration in batches of up to 15 records, resolve failures and verify representative older downloads. A batch ceiling of 15 does not mean 15 files are stored. Never lose or unexpectedly replace the stable encryption key: it may be in the database or explicitly provided through the 64-character hexadecimal VOLIXTA_SUPPORT_FILES_KEY constant in wp-config.php. Rotating WordPress salts can also affect encrypted SMTP credentials and previously issued guest links.

Avoid uninstalling. Restore the plugin code together with a matching database, private attachments and the correct keys from one known-good backup. Restoring only a previous ZIP may leave database changes behind. Test the restore on staging before applying it to production.

Yes. Version 1.2.0 retains the upgrade path introduced in 1.1.0 and is designed to upgrade the existing installation while retaining its original nine support tables, tickets, products, plans and settings, and adding a table for manual contacts. Do not uninstall the older version first. Back up your data and run the old-attachment migration after updating. Test the upgrade on a staging site before production.

Older encrypted attachments may rely on keys derived from the salts in wp-config.php. Keep those values unchanged until you have migrated older files in Settings > Portal & access > Private file storage, using Scan / migrate up to 15 attachments as needed (each batch examines up to 15 attachment records), and verified that downloads succeed. New retained files use a separate stable encryption key that must also be preserved.

Deactivation keeps the data. A successful uninstall permanently removes the plugin's dedicated tables, tickets, messages, support plans, settings and stored private attachments. It does not delete WordPress accounts or WooCommerce orders. Manually selected or customized pages remain; plugin-created default pages are removed only when they can be safely identified. If private-file cleanup fails, the plugin preserves database records and encryption keys to avoid irreversible loss; some already-removed files may still be missing. Back up important data first.