I was split between 2 and 3 stars …
This plugin features works great but its missing some of the basic things what any helpdesk software/plugin should have:
— missing visual editor for replies, both client and staff
— option to turn on/off visual editor separately for client/staff
— option to upload files, limit what type of files, limit upload for client/staff and if ever implemented it would be great to use separate folder (e.g. outside uploads folder)
— add or remove ticket priority options (e.g. remove «critical» or add «apocalypse»)
— option for SLA, e.g. low priority 24h, critical 2h, etc…
— add different types of clients and limit their options, e.g «normal» client cant set priority higher than medium, VIP client can set anything… or even better — have an option to add additional (custom) type of clients on top of «normal» one with options to enable/disable
— separate role for staff
— simpler builder for tickets so we can organize in what order stuff should be and add/remove what the client can see, e.g. set priority before subject or add checkbox/dropdown list — to put it simple the «builder» should just enable/disable segments and move them up/down like we can organize menu or widgets
— set time limit for clients to answer or the ticket will autom. close
Good to have but not dealbreaker:
— fetching emails
— working hours / working hours based on ticket priority, e.g. critical 24/7, low 8am-4pm, etc
— expand client/user pages so we can add additional info like company, address, phone… and enable/disable what info they can edit
— option to block clients/users to see WP backend and if blocked to limit to their tickets and info only
Implement this and start selling your plugin and if you dont set rip-off price i would buy it for sure. Asking all this for free would be unrealistic so i do not expect to have all this features for free. What suggestions you think are good, what you could be able to implement, what price… its your call.