# GRT Ticket - Professional WordPress Support Ticket System **Version:** 1.1.4 **Requires at least:** 5.0 **Tested up to:** 6.9 **Requires PHP:** 7.4 **License:** GPLv2 or later A support ticket system with real-time chat, email piping, custom fields, and Webhook integrations (Slack/Discord/Zapier). ## Description GRT Ticket is a powerful, modern support ticket management plugin for WordPress that bridges the gap between simple contact forms and complex helpdesk software. It provides a **full-screen, real-time chat interface** for users and admins, making support feel personal and immediate. Unlike standard ticketing plugins, GRT Ticket offers a distraction-free experience with a beautiful UI, AJAX-powered live updates, and smart features like guest submission and direct contact options. **Note on Minified JS**: The `public/js/supabase.js` file is a minified build of the Supabase JS client. Source code available at: https://github.com/supabase/supabase-js

GRT Ticket Dashboard

Ticket List

Chat Interface

User View

Mobile View

Feature Overview

## 🚀 Key Features ### 🔗 Webhooks & Integrations (New!) * **Slack Notifications**: Receive instant alerts in your Slack channels when a new ticket is created. * **Discord Notifications**: Get real-time updates in your Discord server for every new support request. * **Zapier Integration**: Connect with thousands of other apps (like Trello, Asana, Google Sheets) via Zapier webhooks. ### 👤 Seamless Guest Experience (New!) * **Instant Access**: Guests can view and reply to their tickets immediately after submission via secure cookie (no login required). * **Smart Links**: Email notifications contain direct access links to the frontend ticket view. ### ⚡ Supabase Integration * **True Real-Time Chat**: Integrated with Supabase Realtime DB for instant, zero-latency messaging. * **Hybrid Architecture**: Keeps your WordPress database as the main source of truth while using Supabase for high-speed message delivery. * **Zero Server Load**: Offloads chat polling to Supabase, significantly reducing the load on your WordPress server. ### 🚀 Easy Setup * **Automatic Page Creation**: The plugin automatically creates a "GRT Ticket" page with the required shortcode upon activation, so you're ready to go instantly. ### 🎨 User Experience (Frontend) * **Custom Fields Builder**: Admins can create dynamic forms with Text, Number, Date, URL, and Select fields to capture specific ticket details. * **Full-Screen Live Chat**: A distraction-free, WhatsApp-like chat interface for real-time communication. * **Modern Ticket Form**: Beautifully designed submission form with custom category icons and validation. * **Guest Ticket Submission**: Users can submit tickets without an account. Access is managed via secure cookies (no account creation required). * **User Dashboard**: Logged-in users can view their profile, track recent tickets, and see status updates. * **User Profile & Avatars**: Users can update their profile information and upload custom avatars with a modern camera overlay. * **File Attachments**: Support for image (JPG, PNG, GIF) and PDF uploads directly within the chat. * **Responsive Design**: Fully optimized for mobile, tablet, and desktop devices. * **Direct Contact Buttons**: Integrated "Call Us" and "SMS Us" buttons within the chat for immediate escalation. * **User Ratings**: Built-in feedback system allowing users to rate their support experience (1-5 stars). * **Clean Interface**: Automatically hides the WordPress Admin Bar for non-admin users to maintain a professional app-like feel. ### 🛠️ Ticket Management (Admin) * **Advanced Search**: Quickly find tickets by User Name or Ticket ID using the smart search filter. * **Admin Dashboard**: Visual overview of support performance, including ticket volume, open/closed counts, and average user ratings. * **Agent Performance**: Track individual agent performance with detailed stats on assigned and solved tickets. * **Auto-Assignment**: Automatically assign tickets to specific agents based on the issue category. * **Ticket List**: Filterable list of all tickets with status (Open, Solved, Closed), priority, and category. * **Priority System**: Categorize issues by Low, Medium, or High priority. * **Canned Responses**: Create and manage pre-saved replies to answer common questions instantly. * **Admin Chat Interface**: Reply to tickets using the same beautiful full-screen interface as users. * **Status Management**: Easily mark tickets as Solved or Closed. ### ⚙️ Integrations & Settings * **Agent Notifications**: Automatically notify agents via email when a new ticket is assigned to them. * **Custom Categories**: Define your own support categories with custom icons. * **Smart Asset Loading**: CSS and JS only load on plugin pages, ensuring no impact on your site's speed. ### 💎 Advanced & Premium Capabilities (Included) Unlike other plugins that charge for essential features, GRT Ticket includes these powerful capabilities out of the box: * **Email Piping (Beta)**: Two-way sync between email and chat. Reply to ticket notifications via email to automatically update the chat. * **Twilio Integration**: Get notified via SMS or WhatsApp when a new ticket is created (requires Twilio API credentials). * **Auto-Assignment**: Smart routing of tickets to specific agents based on the issue category. * **Agent Performance Analytics**: Detailed insights into agent productivity with visual stats on assigned and solved tickets. * **Real-time Chat**: Full-screen, real-time communication interface for users and admins without relying on external services. * **Guest Ticket Submission**: Seamless support for non-logged-in users with secure cookie access. ## ⚡ Supabase Configuration (Real-Time Chat) To enable ultra-fast real-time chat, GRT Ticket integrates with Supabase. Follow these steps to get your credentials: 1. **Create a Project**: Go to [Supabase](https://supabase.com) and create a new project. 2. **Get Credentials**: * Go to **Project Settings** (Cog icon) > **API**. * **Supabase URL**: Copy the "Project URL". * **Supabase Anon Key**: Copy the "anon" / "public" key. * **Supabase Service Role (Secret)**: Copy the "service_role" / "secret" key. 3. **Configure Plugin**: * Go to your WordPress Admin > **GRT Ticket** > **Settings**. * Scroll down to **Supabase Configuration**. * Enter the URL, Anon Key, and Service Role Secret. * Click **Test Connection** to verify everything is working. * Check **Enable Supabase Realtime** and Save Settings. 4. **Create Database Table**: * Go to your Supabase Project > **SQL Editor**. * Click **New Query**. * Paste and run the following SQL command to create the required table: ```sql create table public.grt_messages ( id bigint not null, ticket_id bigint not null, sender_type text not null, sender_name text not null, message text null, attachment_url text null, is_internal integer null default 0, created_at timestamp with time zone null default now(), constraint grt_messages_pkey primary key (id) ) TABLESPACE pg_default; ``` * This table stores temporary real-time messages. Your WordPress database remains the primary storage. ## 📦 Installation 1. **Upload**: Upload the `grt-ticket` folder to the `/wp-content/plugins/` directory. 2. **Activate**: Activate the plugin through the 'Plugins' menu in WordPress. 3. **Setup Page**: A "GRT Ticket" page is automatically created for you! You can also manually add the shortcode `[grt_ticket]` to any other page. 4. **Configure**: Go to **GRT Ticket > Settings** in your dashboard to configure: * Support Categories * Twilio API (Optional) * Supabase Realtime (Optional but Recommended) * Direct Contact Numbers * Chat Poll Interval ## 💻 Usage ### Displaying the Support Portal Add the following shortcode to any page to display the ticket form and user dashboard: ```shortcode [grt_ticket] ``` * **Guest Users**: Will see the ticket submission form (no login required). * **Logged-in Users**: Will see their recent tickets list and profile details. ### Managing Tickets 1. Navigate to **GRT Ticket > Tickets** in the WordPress Admin. 2. Click on a ticket to open the **Support Chat**. 3. Type your reply, attach files, or use a **Canned Response**. 4. Update the ticket status to **Solved** when finished. ## 📋 Changelog ### 1.1.4 * **Security**: Removed all user creation and auto-login functionality to prevent security risks. * **Security**: Implemented secure cookie-based access for guest tickets. * **Security**: Fixed escaping issues in shortcodes and admin pages. * **Security**: Added missing nonces and permission checks in AJAX handlers. * **Fix**: Removed debug.log and added source code documentation for minified JS. * **Fix**: Added 'ridhwanahsann' to contributors list. ### 1.1.3 * **Improvement**: Minor bug fixes and performance improvements. ### 1.1.2 * **Feature**: **Webhooks & Integrations** - Added support for Slack, Discord, and Zapier notifications. * **Feature**: **Guest Access** - Implemented secure cookie-based access for guests (no login required to view own ticket). * **Improvement**: Updated email notifications to include direct frontend links to tickets. * **Improvement**: Added "Webhooks & Integrations" tab in Settings. ### 1.1.1 * **Feature**: Automatic creation of the support portal page upon activation. * **Improvement**: Removed debug console logs for a cleaner production experience. ### 1.1.0 * **New Feature**: Supabase Realtime Integration! Now you can use Supabase as a real-time engine for instant chat updates. * **Feature**: Added "Service Role" support for secure server-side message syncing. * **Feature**: Added "Test Connection" button in settings to verify Supabase credentials. * **Improvement**: Hybrid architecture ensures all data remains safely stored in your WordPress database while using Supabase for speed. ### 1.0.8 * **Feature**: Added Advanced Search Filter in Tickets List (Search by Name or Ticket ID). * **Feature**: Introduced Custom Fields Builder for ticket submission forms. * **Improvement**: Enhanced ticket list query performance. ### 1.0.7 * **Fix**: Browser notifications now trigger even when the tab/window is active/focused. ### 1.0.6 * **Feature**: Added Profile Tab in the chat sidebar for easy access to user information. * **Feature**: Implemented Profile Image Upload functionality allowing users to set their own avatars. * **UI**: Improved sidebar navigation with tabs for "Tickets" and "Profile". * **UI**: Added camera overlay effect for profile image upload interaction. ### 1.0.5 * **Feature**: Added automatic ticket assignment to agents based on issue category. * **Feature**: Added "Agent Performance" widget to the admin dashboard showing assigned and solved ticket counts. * **Feature**: Implemented email notifications for agents when tickets are assigned to them. * **Improvement**: Enhanced dashboard UI with better agent stats visualization. ### 1.0.4 * **New**: Added functionality to hide WordPress Admin Bar for non-admin users. * **Improvement**: Enhanced CSS focus and hover states for better accessibility and visual feedback (Purple Theme). * **Fix**: Resolved CSS conflicts with some themes overriding button styles. * **Security**: Improved input validation and capability checks. ### 1.0.3 * **Feature**: Added Guest Ticket Submission. * **Feature**: Introduced Twilio integration for SMS/WhatsApp notifications. * **Update**: Refined email notification templates. ### 1.0.0 * Initial Release. ## ❓ Frequently Asked Questions **Q: Can I customize the colors?** A: The plugin currently uses a modern purple/blue gradient theme (`#667eea` to `#764ba2`). You can override these in your theme's CSS if needed. **Q: Does it work with any theme?** A: Yes, GRT Ticket is designed to work independently of your theme's styling, using its own scoped CSS. **Q: Where are files stored?** A: Uploaded files are securely stored in your WordPress Media Library and attached to the ticket. **Q: Do I need Supabase for the plugin to work?** A: No! Supabase is optional. If you don't enable it, the plugin will use standard AJAX polling (checking for messages every few seconds) which works on any hosting environment.