Volixta Support – Helpdesk, Tickets & Customer Portal

Volixta Support is a self-hosted WordPress helpdesk and support ticket system. Manage customer requests, conversations, priorities and replies from a dedicated administrator inbox. Give registered customers a private Support Center, or optionally accept tickets from guests without requiring an account.

Keep support data in your WordPress installation. Organize requests by support product, provide support plans with ticket quotas and expiration rules, send branded email notifications, and optionally sell support access through WooCommerce.

Ticket management

• Create tickets for WordPress users, manually saved contacts or email-only customers.
• Search and filter tickets by status, priority, customer email and keywords.
• Set Low, Medium or Urgent priority; review conversations and customer history.
• Reply to customers, use reusable message templates, edit your own administrator replies and close tickets.
• Associate tickets with support products and manage supported file attachments.
• Work from a responsive interface on desktop, tablet and mobile.

Optional Volixta Task Manager Lite integration

Connect Volixta Task Manager Lite to turn support tickets into linked project tasks. Carry over ticket subjects and priorities, organize work with Kanban boards, deadlines and checklists, and navigate between tickets and tasks. Existing linked tasks can be reopened without creating duplicates. Ticket statuses, messages and attachments are not automatically synchronized. This integration is optional.

Customers and private Support Center

Manage customers with plans, customers with tickets and contacts added manually. Link contacts to existing WordPress accounts or create Subscriber accounts when needed. Removing a manual contact does not delete its tickets or linked account.

Add the private customer portal to a published page with:

[volixta_support_portal]

Signed-in customers can create tickets, read conversations, reply, review their ticket history and check assigned plans, ticket allowances, expiration dates and renewals. Eligible plans can be purchased through WooCommerce when enabled. The portal verifies ticket ownership using WordPress authentication.

Optional account registration sends a secure password-setting email and requires acceptance of the published privacy policy. Customers can claim eligible earlier guest tickets after verifying their email and latest guest ticket number.

Guest tickets and spam protection

Enable guest tickets separately and place this shortcode on a published page:

[volixta_support_guest_ticket]

Visitors can submit tickets for active support products with no support-plan association. They receive an expiring private email link that provides access only to the individual ticket and its replies, not to an account or full ticket history. Email addresses already associated with WordPress accounts must use the sign-in flow.

Configure up to three optional consent checkboxes, a honeypot, minimum submission time, rate limits and optional Cloudflare Turnstile. Consent responses are available to authorized administrators.

External service disclosure: When enabled, Turnstile loads https://challenges.cloudflare.com/turnstile/v0/api.js and sends challenge tokens to https://challenges.cloudflare.com/turnstile/v0/siteverify. Cloudflare may process IP addresses, browser/device information and challenge data. A Cloudflare account and site/secret keys are required. See the Cloudflare Privacy Policy and Terms.

Support products, plans and quotas

• Create local support products independently of WooCommerce products.
• Allow unrestricted support for eligible products not associated with a plan.
• Create limited or unlimited ticket allowances, with optional expiration.
• Set daily, weekly, monthly, yearly or custom quota renewals, or disable automatic resets.
• Cover multiple products under one plan with a shared ticket allowance.
• Assign plans manually or automatically by WordPress user role.
• Track assignments, purchase records, eligibility and access status.

Ticket eligibility and quotas are verified on the server. Products associated with a plan remain restricted even when the plan is inactive.

Optional WooCommerce integration

WooCommerce is not required for ticket management or local support plans. When installed, it can link purchasable WooCommerce products to support plans, grant or extend entitlements from eligible Processing or Completed orders, handle repeat purchases and quantities, and revoke only the entitlement from cancelled, failed or refunded orders. Customers can review relevant purchases and use supported add-to-cart actions in the private portal.

Designs and email notifications

Choose Standard, Immersive or Focus separately for the administrator workspace and customer portal. Responsive forms and branded HTML notifications follow the selected palette. Emails can display the WordPress logo or favicon and a customizable sender name.

Use WordPress email delivery or configure built-in hosting SMTP with host, port, TLS/STARTTLS or SSL/SMTPS, optional mailbox authentication and a test-email tool. By default, SMTP applies only to Volixta Support messages; site-wide routing is optional. SMTP passwords are encrypted using key material derived from WordPress security salts. Gmail and Microsoft OAuth are not required.

Optional encrypted ticket attachments

Enable private retention in Settings > Portal & access > Private file storage. Configure permitted file extensions and separate upload permissions for signed-in customers and guests. Supported formats include images, PDF, TXT, CSV, ZIP and common Office files, subject to server-side extension/MIME validation, server upload limits and a 10 MB per-file maximum.

Retained files use randomized names, customer/ticket storage folders and AES-256-GCM encryption. Authorized administrators can review, download and delete files; signed-in customers can access permitted files from their own tickets. Guest links cannot download stored attachments. Access requires permission checks and applicable security nonces.

Files are stored under uploads/volixta_support_files. Apache/LiteSpeed access is blocked by an installed .htaccess rule; Nginx requires the additional access-denial rule shown in plugin settings. Do not serve these files directly.

Newer attachments use a stable encryption key. A migration tool handles older files encrypted using WordPress salts. Back up the stable key, migrate older files and verify downloads before changing salts. SMTP passwords must be re-entered after salt rotation; existing guest links may also become invalid. With private retention disabled, administrators may still send supported email attachments without permanently storing them.

Guided setup

An eight-step wizard covers Design, Email, Products, Plan, Customer, Portal, Files and Ready. Configure appearance, email delivery, support products, plans, customer access, optional guest tickets and registration, public-form protection, and private attachment permissions. Advanced settings remain available after setup.

Security and uninstall

Volixta Support uses WordPress authentication and capability checks for protected actions, nonce verification, ticket ownership validation and server-side checks for support eligibility and quotas. Public guest ticket links are limited to the corresponding conversation and expire automatically. Public forms can have additional anti-spam controls.

Private support pages and guest ticket URLs should be excluded from full-page and CDN caching. The plugin sends no-store headers for sensitive content, but upstream caches may respond before WordPress runs. Do not publish private ticket links.

Optional retained attachments are encrypted and require authorized downloads. SMTP passwords are also encrypted. Keep the site’s WordPress salts and the plugin’s stable file key backed up securely. For encrypted file storage on Nginx, use the access-denial rule shown in settings.

Uninstalling Volixta Support permanently deletes its dedicated support tables, settings, tickets, messages, customer contact records, reply templates, support products, plans, assignments and retained private attachments. It does not remove site user accounts, WooCommerce orders or manually selected and customized pages. Back up the information you want to keep before deleting the plugin.

Localization

Text domain: volixta-support
Load path: /languages

What’s Next

Other tools from Volixta:

• Volixta Booking — Booking, services, staff, customers, payments and locations for WordPress.
• Volixta Analytics Lite — Privacy-focused visitor and traffic insights.
• Volixta SSL & Security Headers — SSL and essential HTTP security headers.
• Volixta Database Manager — Browse tables, maintain options and clean up database records.
• Volixta Task Manager Lite — Organize personal projects, Kanban boards, tasks and linked support requests.