Submitting and managing tickets

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Once the Tickets module is active and the ticket pages are wired up, clients can submit tickets from the front-end and agents can answer them from the WordPress admin.

Front-end: submitting a ticket

The page hosting

shows a form with these fields:

• Subject (required)
• Description (required)
• Product (optional, only if you have product terms set up)
• Reason (optional, mapped to the helpwp_reason taxonomy)
• Urgency (optional, options are Low, Medium, High, Severe)
• Order (optional, free-text reference such as an order ID)

If the visitor is logged out, the page first shows the email login form. After they verify by email, they land back on the new-ticket form already authenticated.

Front-end: client ticket list

The page hosting

shows the logged-in client’s own tickets with status badges, a filter bar, and pagination. Clicking a row opens the ticket thread where they can read agent replies and add their own.

Admin: managing tickets

In WordPress admin go to HelpWP -> Tickets for the list view. The list view supports filtering by status, product, and reason, plus a search box.

Open a ticket to see:

• The full comment thread (client and agent comments are rendered side by side).
• A meta box on the right with the assigned agent, current status, urgency, product, reason, and order reference.
• A reply box that posts a new comment when submitted.

What happens when you reply

Posting an agent reply triggers two things automatically:

1. The status flips from Open or Waiting to In Progress. (See Ticket statuses and how they auto-transition.)
2. The “Agent replied” notification email goes to the client.

Both behaviors can be customized via filters and email settings.

Quick edit

The list view exposes a Quick Edit row that lets you change status, agent, product, urgency, and reason without opening the ticket. Useful for triage.