First, we will explore the ticketing functionality of the Hive Support. Generally, you will get the ticket function on the first section of the Dashboard of Hive Support. 

So just go to your WordPress Dashboard and navigate to the Hive Support plugin.

Let’s look at the upper section of the ticket menu. 

In the upper section, you can see the number of multiple tickets such as Total Tickets, Tickets Waiting Reply, Open Tickets, and Resolved tickets.

• Total Tickets – Shows the total number of tickets.

• Tickets waiting for reply – How many tickets are waiting to be replied to by the support agents.

• Open Tickets – How many tickets are opened by the support agents.

• Resolved Tickets – How many tickets are resolved by the support agents.

Also, Hive Support has multi-functional filtering options for the users.

Here are the ticket filtering options – 

• Status –  Choose the status such as open, waiting, or closed tickets. 
• Priority – Choose the ticket priority such as normal, medium, or critical. 
• Agent – Chooste the ticket agent. It will show you all the support agents on your website. 
• Customer – Choose the specific customer to filter out their tickets.
• Mailbox – Choose the mailbox from here. You can create different mailboxes for different products or services on your website.

Well, you can also reset the filters from the right section of the page. Then you can again filter out the tickets based on your requirements.

After choosing the filters it will automatically show the ticket list based on selection.

The tickets will be shown with information such as status, priority, assignee, update time, and created time. Now choose specific tickets to customize and update it. It will take you to the ticket editing interface.

As you can see here is our Hive Support ticket editing interface. 

• From the Reply with section, you can easily reply to the queries of the customers. Also, you can add any files with the replies. Just tap the reply button to reply to the ticket.

• In the bottom section of the page, you will be able to see all conversations between the support agents and the customer. On the left side of the page, you will be able to see ticket-related information.

From here you can change the ticket status, assign, priority, last update status, etc. On the right side, you can see the support agent information, ticket title, and previous conversations.

How to Add Support Portal with Shortcode #

Well, you can easily add the user support portal on any page of your website. In Hive Support, we have the functions for adding the portal anywhere on your site. So we will show you the process of adding the portal.

First, go to your WordPress Dashboard > Hive Support > Settings > Mailbox.

Now copy the shortcode from here for further steps. So need to edit a page from our WordPress Dashboard. To edit the page go to the following path – WordPress Dashboard > Pages 

As you can see there all the pages are visible in this section. Now we will edit the Support page from the list. So click on the Edit button.

Click on the “Edit with default editor” menu. Let’s add our Hive Support shortcode in here.

Now add the shortcode on the page. Finally, click on the Save button. The support portal will be visible on the page. If a user logs in to the website they will be able to see their individual support portal.

As you can see the support portal is visible on the page. The user can see all their submitted ticket from here. Also, they can create a New Ticket from here.

Support Portal on Frontend on My Account Page #

Well, we have already seen Hive Support’s support management system from the front end. Now we will show you how the user can access the support portal from the front end of your website.

First, the user should have an account on your WordPress website. Then they have to log in to your Website. The ticket portal will be visible on their My Account section.

• Now, we have to click on the Support Portal menu.

This is the user portal. Use can easily create and reply to support tickets here. It will show all the tickets that are submitted from this user account.