---
title: "Helpdesk Developer Reference: Shortcode, Post Type and Data"
description: Shortcode, endpoint, post type, taxonomies, meta keys, custom tables, capability and hooks used by Helpdesk.
url: "https://wpfactory.com/docs/helpdesk-developer-reference/"
updated: "2026-09-26"
category: Developers
---

# Helpdesk Developer Reference: Shortcode, Post Type and Data

This developer reference for [Helpdesk Support Ticketing System for WooCommerce](https://wpfactory.com/item/helpdesk-support-ticketing-system-for-woocommerce/) lists the shortcode, endpoint, post type, taxonomies, meta keys, database tables and capability the plugin uses. Settings live at **WPFactory > Support Tickets > Settings** (also under **Support Tickets > Settings**). Verified against version 3.0.4.

## Shortcode and endpoint

| Name | Type | What it does |
| --- | --- | --- |
| `[stsw_user_tickets]` | Shortcode (no attributes) | Outputs the front-end ticket area: the current user's ticket list, replies and the new ticket form. Shows the WooCommerce login form to visitors who are not logged in. |
| `tickets` | Rewrite endpoint (`EP_PAGES`) | Adds `/my-account/tickets/`. Flush permalinks after activation. An `order` query variable filters the list to one order, for example `/my-account/tickets/?order=123`. |

## Post type and taxonomies

| Name | Type | Notes |
| --- | --- | --- |
| `stsw_tickets` | Post type | Not public, no REST, supports title only. The ticket message is the post content. Uses `capability_type` `page`. |
| `stsw_tickets_status` | Taxonomy (hierarchical) | Default terms Open, In Progress, Closed. The Dashboard counts the slugs `open` and `in-progress`. |
| `stsw_tickets_priority` | Taxonomy (hierarchical) | Default terms Low, Normal, High. Color stored in term meta `STSWooCommerceProcolor`. |
| `stsw_tickets_subject` | Taxonomy (hierarchical) | No default terms. Subject assignee user ID stored in term meta `STSWooCommerceProAssignee`. |

## Ticket meta keys

| Meta key | Value |
| --- | --- |
| `STSWooCommerceProticketuser` | User ID of the customer who opened the ticket |
| `STSWooCommerceProticketagent` | User ID of the assigned agent |
| `STSWooCommerceProticketorder` | Linked WooCommerce order ID |
| `images` | Comma-separated URLs of files attached to the original ticket |

## Database tables

Helpdesk creates two custom tables (schema version stored in the `stswpro_tickets_table_db_version` option):

| Table | Holds | Columns |
| --- | --- | --- |
| `{prefix}stsw_responses` | Public responses | `id`, `user`, `post_id`, `creationdate` (GMT), `agent`, `content`, `attachments` (comma-separated attachment IDs) |
| `{prefix}stsw_priv_responses` | Private notes | `id`, `user`, `post_id`, `creationdate` (GMT), `agent`, `content` |

When a ticket is permanently deleted, its rows in `stsw_responses` and its attached media are deleted too. Private notes are not removed.

## Capability

- `stsw_tickets` controls access to the Support Tickets menu. The Administrator role gets it on activation, and the role saved in **Default User Role for Ticket Assignment** gets it on save.
- The Settings tab and saving settings require the `administrator` role.
- Deleting a response over AJAX requires `manage_woocommerce` or ownership of the ticket.

## Hooks

| Hook | Type | Notes |
| --- | --- | --- |
| `wpfactory_wc_sts_pro_output_settings` | Action | Fires when the Support Tickets admin page renders. Helpdesk uses it to output its own dashboard and settings. |

Helpdesk also hooks into standard WooCommerce filters to add its UI: `woocommerce_account_menu_items` (Tickets tab), `woocommerce_my_account_my_orders_actions` (Get Help button), `woocommerce_my_account_my_orders_columns` (Tickets column) and the `woocommerce_view_order` action (Tickets section on the order page). You can adjust or remove these with your own callbacks at a later priority.

### Example: query a customer's open tickets

```
$tickets = get_posts( array(
	'post_type'   => 'stsw_tickets',
	'numberposts' => -1,
	'meta_key'    => 'STSWooCommerceProticketuser',
	'meta_value'  => get_current_user_id(),
	'tax_query'   => array(
		array(
			'taxonomy' => 'stsw_tickets_status',
			'field'    => 'slug',
			'terms'    => 'open',
		),
	),
) );
```

Need a hand? Our team answers every ticket on the [Helpdesk support forum](https://wpfactory.com/support/item/helpdesk-support-ticketing-system-for-woocommerce/).

Related articles

- [Helpdesk Settings Reference](https://wpfactory.com/docs/helpdesk-settings-reference/)
- [Helpdesk Support Ticket System Troubleshooting](https://wpfactory.com/docs/helpdesk-troubleshooting/)