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Support Ticket System Made Easy with Gravity Forms! [video]

THIS POST MAY CONTAIN AFFILIATE LINKS. PLEASE READ MY DISCLAIMER FOR MORE INFO.

I needed a simple support ticket system, but I had some requirements.

  1. I didn’t want to spend a lot of money
  2. Or a lot of time setting it up and
  3. I didn’t want it to be complicated to use

If your website isn’t strictly for support, you’ll probably want to set this help desk system up on a sub-domain or subdirectory of your website. I have set this up for clients.

UPDATE: I have set up a demo site for you to play with this system and see how well it works. http://supportdemo.eggbizdev.com

The Tools You’ll Need

Let’s Build Our Support Ticket System (7 steps)

(assuming WordPress & Gravity Forms is installed and setup)

IMPORTANT: Gravity Forms General Settings

If you turn on the “No-Conflict Mode” in the most recent Gravity Forms plugin (affilink), this system will not work. Make sure your settings look like this.

Step-One:

Create a new category in your “Post” section. I titled my category “Support”.

ADVICE: If you have several different products or services you offer support for, you’ll want to make these categories very specific. Doing so will make your support system better organized and more user-friendly.

Step-Two:

Create a new page. Title it something like, “Submit Support Ticket”.

ADVICE: Make sure the page titles you use have terminology that will make sense to your users.

Step-Three:

Create your form with the Gravity Forms plugin.

You are going to need to select some very specific options when creating your support ticket system and making sure it works right.

First, in the “Advanced Fields” section, you’ll want to select (I suggest in this order) Name, Email, Date, Time, and Captcha (which you’ll move to the end of your whole form).

Second, in the “Post Fields” section, you’ll want to select (I suggest in this order) Category, Title, Body, Image, and Tags.

This is what your form will look like if you followed the previous steps!

Other tips:

You’ll have to mark fields “Required”

The “Body Field” will ask for a user to assign the submission too. If you do not want to force users to create an account, you can create a user account titled something like, “user”. Then when setting up the “Body Field” you can select the default user for every post. And I would suggest checking the box, “Use logged in user as author”

Step-Four:

Now that your form is complete, you need to add it to the page you created in Step Two titled something like, “Submit Support Ticket”. Once you have added the shortcode, just update the page.

Step-Five:

You will want make sure your notifications are setup. The form is going to do two things.

  1. Email you to let you know there is a new ticket (with all the form content, if you set it up this way, RECOMMENDED!)
  2. Post the submission to your “Support Forum” (happens by default with this type of form)

You mange the Notification settings from within the form editor.

Step-Six:

Add a category page to your navigation so people can easily access the support forum topics

Use the WordPress Menus feature for the easiest solution. Select the Parent category for all of your support categories and this will display every ticket submitted through your new form. Ideal you are making it easy for people to access the content for a specific category, i.e https://yourdomain.com/category/support

Step-Seven:

Test your new support ticket system. Make sure it sends the email and post the ticket to the proper place.

For more support or help making this work, post a comment below and I’ll do my best to help you build your ticket system!

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20 thoughts on “Support Ticket System Made Easy with Gravity Forms! [video]”

  1. Do you have a demo of this working? It looks like a great way to use GravityForms, but I am curious on functionality. Do the forms become custom posts? Do the replys become comments or are they part of the post?

    I would like to create a Q&A, so it would be similar to a ticket system but with the ability for end users to view other questions and answers.

    Reply
  2. Hey Everyone! I made two updates to this tutorial today (June 22, 2012).

    1. there is now a demo site –> https://supportdemo.eggbizdev.com
    2. there is an important change to the Gravity Form General Settings that you need to be aware of in order for this support system to work right. You can find this update at the beginning of the tutorial.

    Thanks
    – Chris

    Reply
  3. But won’t this only work with the first contact the user makes? If you answer the post within the entries page on wp-admin -> Gravety Forms, the user will reply by e-mail, and the ticket system won’t have the whole conversation between you and the user.

    Reply
    • Great question. And yes, if you use email to resolve the ticket, then the details will not be present on the website.

      So you would need to reply to the ticket with the comments on the post. Like in the sample site.

      Reply
      • Yes, I actually checked the demo-site after I wrote my comment. Sorry..
        Great idea, and good for some forms. Unfortunately, since it’s “open to everyone” I can’t use the method because users sends some information they don’t want to share with others.

        Reply
    • Brad, thanks for letting me know…Sorry for the inconvenience. I’m working on getting it fixed. I’ll post here again when it’s fixed.

      – Chris

      Reply
  4. Hi there,

    How are you? Umm I having issues with this. I have followed each of these steps and yet for some reason it doesn’t matter what page I put the shortcode on the form doesnt show up, I have tried empty pages, pages with content, nothing works. I’m very confused as to why its not working when I have done every step just as directed.

    Thank you for your time
    Nic 🙂

    Reply
    • I should also add that when I preview the form it is all working fine, it just doesn’t seem to work on once it is attached to a page, the page just appears to be blank, We have tried different browsers, different computers, the result is still the same, we are looking at a blank page.

      Reply
      • Hey Nic, sounds like there might be a conflict with another plugin or some functionality on your theme. Try deactivating all plugins except gforms and try again. After you’ve tested that, let me know.

        – Chris

        Reply
  5. Hi Chris
    Thanks for this post.
    Please can you tell me how to use it for support ticket but not in public, is there a way?
    We can use email only for communication, but all back and forth emails wont be saved on admin side yea?
    please advice
    thanks a lot

    Reply
    • If you want exclusivity for your ticket/support system, I’d use the “Users must be registered and logged in to comment” in Settings => Discussion. This would mean that people would have to setup user accounts to comment. And with the Gravity Forms plugin used in this demo, you can setup the form to require registration to submit the ticket. The GForms plugin has the addon features for adding registration to the form.

      If you’re charging for the support service, I’d recommend doing membership and commerce setup, you have 2 options Exchange by iThemes, it’s simple and easy to setup.

      Options 2, use Gravity Forms plugin to do most things; registration, payment, ticket submitting, and in conjunction with the Members Plugin you can have a protected paid support system.

      You are correct, Emails are not saved in WP, so you won’t see those updates on the “forums”. But really using the comments is ideal. Using comments builds a “knowledge base:” and community-based forum.

      WordPress.com has the built in feature to reply to comments via email, but it doesn’t appear to be a feature in self-hosted WP.

      Reply
  6. Thank you – This is awsome! I’m surprised Gravity Forms has not created such a plugin, as there would obviously a demand.

    We are currently scrapping our current support system, and like what you have done here. You probably already answered this. But is there a way tickets can be private in the forum and not public? i.e. If Joe submits a ticket (from the form), he can only view his tickets…

    Cheers
    Avrom

    Reply
    • Hey Avrom,

      The short answer is yes! I addressed this in the last comment I made.

      However, I’m going to think through this a bit more and see if I can come up with a killer solution.

      I’ll post back here, but shot an email once I have something for you.

      -Chris

      Reply
      • Hi Chris,
        Awesome! Yes please do email me info when you arrive with this solution… it would make things wonderful for us!! It would be much nicer to use what is already there with Gravity Forms. 🙂

        Thanx again!
        Cheers
        Avrom

        Reply

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