Guru Support Desk

Guru Support Desk is a self-hosted customer support system for WordPress. Customers can create and manage tickets from a signed-in Support page, while enabled Support Agents can work from wp-admin or a front-end Agent Tickets desk.

Key features:

• Create tickets from the customer Support page, inbound email, or the staff Add New workflow.
• Use Main Agent, Manager, and Support Agent roles without changing the user’s existing WordPress role.
• Restrict regular Support Agents to Only Assigned Tickets or allow All Tickets. Main Agent and Manager always see all tickets.
• Reassign tickets instantly by AJAX from the front-end Agent desk for Main Agents/Managers and from wp-admin for administrators.
• Merge two eligible tickets from the same customer/email, choose which ticket remains as the main ticket, preserve chronological conversation history, and retain clear merge-history notes.
• Keep merged ticket history together when the surviving ticket is moved to Trash, restored, or permanently deleted.
• Review a backend Activity log for ticket and agent actions, with agent, event, ticket/customer, date, search, and pagination controls.
• Protect unsaved Replies and Internal Notes when an agent tries to leave a ticket.
• Rename a ticket subject directly from the single-ticket screen with an inline AJAX editor. Subject changes are recorded in Activity and do not send customer email.
• Process IMAP mail with automatic polling, cron health repair, resumable catch-up batches, failed-message retries, and continuous mailbox/database reconciliation.
• Keep one malformed email or unsupported charset from blocking newer mail.
• Use persistent ticket CC participants with per-reply CC selection and secure inbound CC reply threading.
• Reply with rich text, searchable emojis, attachments, and pasted/dragged inline images. Add private Internal Notes that customers never see.
• Manage New, Open, Pending, Awaiting Reply, Closed, and Trash workflows with response-aging indicators, customer-response indicators, search, pagination, bulk actions, and permanent ticket-number continuity.
• View customer ticket counts from ticket lists and jump directly to the related customer record.
• Store attachments privately and enforce customer/agent access server-side.
• Optionally show WooCommerce customer/order context and add Support to WooCommerce My Account.
• Use WordPress mail or optional dedicated SMTP, plus configurable customer email header/footer, Reply-To routing, and design controls.
• Use private diagnostic logging, enabled by default with 10-day retention and a Download Logs button.
• Use AJAX throughout the agent workflows for ticket loading, reassignment, status changes, replies, notes, merging, Trash/Restore actions, filtering, and other supported interactions.

Guru Support Desk keeps ticket data inside the WordPress installation and does not send ticket data or telemetry to Guru Plugins. The bundled PDF documentation covers setup, permissions, ticket workflows, mailbox processing, security, logging, and troubleshooting in detail.

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