Polanger Ticket System is a support ticket plugin for WooCommerce. It provides a ticket-based support system integrated with WooCommerce.
Key Features
Polanger Ticket System includes the following features:
- Chat-style messaging interface
- Real-time collision detection (Agent Lock)
- Automatic email notifications
- Customizable categories & priorities
- WooCommerce order & product linking
- Customer ticket closing option
- Maximum active tickets limit
- Auto-close inactive tickets
- HPOS compatible
- Fully translatable (i18n ready)
Ticket Management
- Create Tickets – Customers can easily create support tickets from their My Account page
- Track Status – Monitor tickets through Open, In Progress, Waiting, Resolved, and Closed statuses
- Priority Levels – Organize tickets by urgency with customizable priority levels (Low, Normal, High, Urgent)
- Categories – Categorize tickets for better organization and routing
- Order Association – Link tickets to specific WooCommerce orders for context
- Product Association – Connect tickets to purchased products
Chat Interface
- Real-time Updates – Automatic polling for new messages without page refresh
- Chat-style Design – Familiar messaging interface like popular chat apps
- Admin & Customer Badges – Clear distinction between support team and customer messages
- Time Stamps – Human-readable “X minutes ago” format
- User Avatars – Visual identification for all participants
Security & Control
- Agent Lock / Collision Detection – Prevents multiple admins from working on the same ticket simultaneously with real-time warnings
- Heartbeat System – 30-second presence checks to track active viewers
- Auto-Leave Detection – Automatically removes inactive agents using sendBeacon API
- 2-Minute Timeout – Inactive admins are automatically removed from viewer list
- Max Active Tickets – Limit how many open tickets a customer can have at once
- Nonce Verification – All AJAX requests are secured with WordPress nonces
- Capability Checks – Role-based access control for all operations
Settings
- Enable/Disable System – Turn the entire ticket system on or off
- Require Product Purchase – Only allow customers who purchased products to create tickets
- Custom No-Purchase Message – WYSIWYG editor for custom messages with links
- Tickets Per Page – Control pagination for ticket lists
- Customer Ticket Closing – Allow or prevent customers from closing their own tickets
- Auto-Close Days – Automatically close tickets after X days of inactivity
- Max Active Tickets – Set maximum number of active tickets per customer
Email Notifications
- New Ticket Alerts – Admin receives email when a new ticket is created
- Reply Notifications – Customers receive email when admin replies
- Custom Admin Email – Set a specific email address for notifications
- Enable/Disable – Full control over email notifications
Interface
- Admin Dashboard – Gradient headers, card-based layout
- Status Color Coding – Each status has a distinct color for quick identification
- Priority Indicators – Visual priority badges with customizable colors
- Row Highlighting – Ticket list rows colored by status
- Hover Effects – Smooth animations and transitions
- Fully Responsive – Works perfectly on all devices
- Unread Badge – Shows unread ticket count in My Account menu
WooCommerce Integration
- My Account Integration – Seamless “Support Tickets” tab in customer account
- Order Linking – Associate tickets with specific orders
- Product Linking – Connect tickets to purchased products
- Purchase Verification – Optionally require product purchase for ticket creation
- HPOS Compatible – Full support for High-Performance Order Storage
Developer Friendly
- Hook System – Extensive action and filter hooks for customization
- Clean Code – WordPress Coding Standards compliant (PHPCS)
- Custom Database Tables – Optimized performance with dedicated tables
- i18n Ready – Complete translation support with .pot file
- Debug Logging – Built-in logging when WP_DEBUG is enabled
Available Hooks for Developers
Use these common extension points:
Actions (examples)
PGTS_ticket_created– Fires when a new ticket row is inserted.PGTS_message_added– Fires when a ticket message is stored.PGTS_ticket_status_changed– Fires after status update.PGTS_admin_composer_tools– Add custom tools to admin reply composer.PGTS_tickets_list_row_columns– Add extra columns to admin list rows.
Filters (examples)
PGTS_ticket_validation_error– Add custom validation for ticket creation.PGTS_ticket_custom_fields_data– Inject custom fields into ticket creation payload.PGTS_ticket_created_response– Modify AJAX success response after ticket creation.PGTS_purchase_order_statuses– Customize which WooCommerce order statuses count as a valid purchase.PGTS_settings_tabs– Add custom settings tabs.PGTS_template_path– Override template lookup subdirectory.
For the complete list of all free hooks and filters, see:
docs/developer.txt
Language Support
Polanger Ticket System includes translation template support (.pot) and currently ships with ready .po language files for:
- Russian (
ru_RU) - Chinese – Simplified (
zh_CN) - Turkish (
tr_TR) - Spanish (
es_ES) - French (
fr_FR) - German (
de_DE) - Arabic (
ar) - Portuguese (
pt_PT) - Hindi (
hi_IN) - Japanese (
ja) - Italian (
it_IT)
You can extend or refine translations with any PO editor by using the files in the /languages directory.
Pro Version
The Pro version extends the plugin with 14 modular addons that can be enabled or disabled independently.
Support Panel
A complete frontend support interface for agents. Manage tickets without WordPress admin access. Includes ticket claiming system, internal notes, agent assignment, live messaging with real-time updates, and customer search functionality.
File Attachments addon
The File Attachments addon allows customers and agents to attach files to new tickets and replies. In Pro settings, you can enable or disable uploads, set the maximum file size (MB), and restrict allowed file types. It supports drag-and-drop uploads, secure storage, and nonce-protected download links, and integrates seamlessly with the Support Panel and ticket messages.
Canned Responses
Create and use pre-written responses for common questions. Features include keyboard shortcuts, categories, dynamic placeholders ({customer_name}, {ticket_id}, etc.), personal and global responses, and usage tracking.
Auto Assignment
Automatically assign unassigned tickets to agents after a configurable time period. Supports “Least Active” and “Round Robin” strategies, agent capacity limits, and race condition protection.
SLA Management
Track response and resolution times with Service Level Agreements. Features priority-based SLA policies, working hours support, automatic pause/resume when waiting for customer, breach detection, and visual SLA indicators.
Analytics Dashboard
Real-time analytics for support operations. Monitor live ticket status, SLA health, daily performance, agent metrics, breach rates, and reopen rates. Includes smart caching and AJAX refresh.
Customer Priority
Automatic customer scoring based on order history and spending. Priority customers are sorted to the top of ticket lists. Includes customer insights panel with order history, ticket history, and manual priority override.
Agent Notifications
Real-time notifications for support agents when new tickets arrive or customers reply.
Merge/Split Tickets
Merge related tickets into one or split complex tickets into multiple separate tickets.
Ticket Rating
Collect customer satisfaction ratings after ticket closure to measure support quality.
Agent 360
Dedicated agent analytics cockpit with scorecard, KPI trends, workload/risk insights, and live activity intelligence.
Agent Invite
Invite the right teammate directly into an active ticket without transferring ownership. Includes lock-aware collaboration rules, invitation audit trail, and targeted real-time notifications for invited agents.
Departments
Add a lightweight team-structure layer with department management, agent assignment, and transfer workflows. Helps teams route collaboration faster by showing department context in invite flows.
Operations Desk
Adds an internal operations communication layer inside Support Panel. Agents and operations managers can coordinate in real time with role-based participant visibility, @mention support, and order-context linking for faster resolution workflows.
Manager-focused command examples in Operations Desk include:
– /order #1234 for quick order summaries
– /customer @username for customer snapshot context
– /assign #1234 to @agent for fast ticket reassignment
– /help for command guidance
and there are additional advanced commands available in the Pro command set.
More information: