Plugin
Updated
TotalDesk
TotalDesk by weLaunch is a WordPress plugin that puts a helpdesk inside your site. It brings support tickets, live chat and a knowledge base together in one system, so your team can answer customer questions without juggling separate tools.
- Version
- 1.8.1
- Released
- Jun 25, 2024
- Developer
- weLaunch
- Type
- WordPress plugin
- Licence
- GPL
- Included in
- Every plan, or $3.19 on its own
What’s new in TotalDesk 1.8.1
Version 1.8.1
Latest
- FixedDefault agents by department not working
- FixedTicket exporter not working
- FixedDowngraded PSR library
- FixedPHP notices
What it does
Customer support often ends up spread across email, chat widgets and scattered help pages. This plugin gathers those pieces into one place on your WordPress site. Customers can submit tickets through forms you design, chat with an agent in real time, or search a knowledge base for answers on their own. Inquiries from different sources land in a single platform, which makes it easier to see what is open and who is handling it.
Behind the scenes, tickets can be routed automatically to the right agents or departments, and user roles let you decide what agents and admins can see and do. Reporting covers ticket volumes, response times and agent performance, so you can spot where support is slowing down. Tickets can also be exported. The interface is responsive, so the helpdesk works on desktops, tablets and phones for both customers and staff.
Best for
- Businesses handling customer support directly on WordPress
- Support teams split across several departments
- Agencies setting up helpdesks for client sites
Features
Trackable ticketing system
Customer issues are organized into tickets that your team can track and resolve, keeping every request in one ordered queue instead of a crowded inbox.
Built-in live chat
Talk with site visitors in real time and answer their questions while they are still on the page, all from the same system that handles your tickets.
Self-service knowledge base
Publish help articles so customers can look up answers themselves, which can cut down the number of repeat questions reaching your agents.
Customizable submission forms
Design ticket forms that ask for the details your team needs up front, so agents spend less time chasing missing information from customers.
Automatic ticket assignment
Route new tickets to specific agents or departments automatically, including default agents set per department, so requests reach the right person.
Analytics and reporting
Review reports on ticket volumes, response times and agent performance to understand how your support team is doing over time.
User role management
Set access levels for agents and admins so each person sees and controls only the parts of the helpdesk that match their role.
Ticket export
Export ticket data out of the helpdesk when you need it for records, outside analysis or sharing with other parts of your business.
TotalDesk older versions
- 1.8.0Jan 6, 20245 new, 2 fixes
- 1.7.31Aug 22, 20231 new, 1 fix
- 1.7.30Aug 9, 20231 new, 2 fixes
- 1.7.29Apr 18, 2023
Members and buyers of this product can download older versions.
Questions about TotalDesk
Can I offer live chat and tickets at the same time?
Yes. The plugin includes both a ticketing system and built-in live chat, plus a knowledge base. All three run inside the same system on your WordPress site, so chats and tickets are managed from one place.
Can tickets go to different departments automatically?
Yes. Automatic ticket assignment routes tickets to the right agents or departments, and you can set default agents for each department so new requests land with the correct team without manual sorting.
What kind of reports does it provide?
Reporting covers ticket volumes, response times and agent performance. These numbers help you see how busy your helpdesk is, how quickly customers get replies and how individual agents are handling their workload.
Does the helpdesk work on mobile devices?
The helpdesk uses a responsive design, so it adapts to desktops, tablets and mobile phones. Customers can submit requests and agents can work on tickets from smaller screens.
Is TotalDesk free?
The code of TotalDesk is licensed under the GPL, so anyone may use, change and share it. GPL Feast is a paid service: a plan or a single purchase gives you the download and automatic updates. The developer's own support, licence key and online services are not included.
Which version of TotalDesk is this?
Version 1.8.1, released Jun 25, 2024. New versions appear here when the developer publishes them, and members get them as automatic updates.
How do I update TotalDesk?
Install the free GPL Feast Updater on your site and connect it with your API key. It installs new versions of TotalDesk automatically and keeps a backup, so you can roll back.
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