--- title: How to Set Up a WooCommerce Support Ticket System description: "Set up a WooCommerce support ticket system with Helpdesk: install, flush permalinks, configure settings, subjects, priorities and emails." url: "https://wpfactory.com/docs/how-to-use-support-ticket-system-to-your-woocommerce-store/" updated: "2026-09-26" category: How to --- # How to Set Up a WooCommerce Support Ticket System To set up a WooCommerce support ticket system, install [Helpdesk Support Ticketing System for WooCommerce](https://wpfactory.com/item/helpdesk-support-ticketing-system-for-woocommerce/), open **WPFactory > Support Tickets** (also in the admin menu as **Support Tickets**) and configure the **Settings** tab. Logged-in customers then open and track tickets from a Tickets tab in My Account. [![Helpdesk Support Ticketing System for WooCommerce](https://wpfactory.com/wp-content/uploads/Helpdesk-Support-Ticket-System-for-WooCommerce-banner-1544x500-31-1024x332.png)](https://wpfactory.com/item/helpdesk-support-ticketing-system-for-woocommerce/) ## What Helpdesk adds to your store - A **Tickets** tab in the WooCommerce My Account area where customers open new tickets, read replies, respond and close tickets. - A **Get Help** button next to each order in My Account > Orders, so a ticket can be linked to a specific order. - A ticket dashboard in wp-admin with open and in-progress counts, a filterable ticket list, replies and private notes. - Ticket **subjects** and color-coded **priorities**, plus automatic assignment of tickets to a support agent. - Email notifications to the admin address, the assigned agent and the customer. - Optional file attachments on tickets and replies. ## Before you start - WooCommerce must be active. Helpdesk does not load without it. - Customers need a store account and must be logged in to open tickets. Visitors who are not logged in see the WooCommerce login form instead. - You need an Administrator account to change the Helpdesk settings. ## How to set up Helpdesk 1. **Install and activate the plugin.** Download the plugin ZIP from your WPFactory account, go to **Plugins > Add New > Upload Plugin**, upload it and click **Activate**. If the free edition of the plugin is active, Helpdesk deactivates it automatically. To receive updates, add your license key under **WPFactory > Key Manager**. ![Upload and activate the plugin](https://wpfactory.com/wp-content/uploads/Always-first-step-1-1024x724.png) 2. **Flush your permalinks.** Go to **Settings > Permalinks** and click **Save Changes** without changing anything. This registers the new `tickets` address in My Account. If you skip this, the Tickets tab can return a "page not found" error. 3. **Open the Support Tickets dashboard.** Go to **WPFactory > Support Tickets** or click **Support Tickets** in the admin menu. The screen has five tabs: **Dashboard**, **Tickets**, **Priorities**, **Subject** and **Settings**. The Settings tab is only shown to administrators. ![Support Tickets menu in the WordPress dashboard](https://wpfactory.com/wp-content/uploads/step2.support-1024x501.png) 4. **Configure the General settings.** Click **Settings**, stay on the **General** sub-tab, and set the My Account tab name, attachments, the priority field and the default agent. Check the **Default User Role for Ticket Assignment** field before you save, because the role shown there gets access to the ticket screens. See the [Helpdesk settings reference](https://wpfactory.com/docs/helpdesk-settings-reference/) for every option. 5. **Turn on email notifications.** Open the **Notifications** sub-tab, tick who should be emailed and click **Save Changes**. Details are in [how to configure ticket email notifications](https://wpfactory.com/docs/helpdesk-ticket-email-notifications/). 6. **Add subjects.** On the **Subject** tab, add topics such as Shipping or Payment so customers can classify their tickets. No subjects exist until you add them. 7. **Test it as a customer.** Log in with a customer account, open **My Account > Tickets** and submit a test ticket. It appears on the Dashboard and in the Tickets list. ## The Dashboard tab The Dashboard gives a quick overview of the support workload. Each counter links to a filtered ticket list: - **ALL:** every ticket, whatever its status. - **OPEN:** new tickets. Every ticket a customer submits starts with the Open status. - **IN PROGRESS:** tickets you have moved to the In Progress status while working on them. ![Helpdesk dashboard with ticket counters](https://wpfactory.com/wp-content/uploads/step3.support-1024x495.png) ## Show tickets to customers Helpdesk adds a **Tickets** tab to the My Account page automatically. You can also show the same ticket area on any page with the shortcode `[stsw_user_tickets]`, as the note at the top of the dashboard reminds you. ![Shortcode for the ticket system](https://wpfactory.com/wp-content/uploads/step32.support-1024x513.png) In the Tickets area, customers see their previous tickets with replies, and an **ADD NEW TICKET** form to open a new one. ![Tickets tab on the customer My Account page](https://wpfactory.com/wp-content/uploads/step33.support-1024x489.png) The full customer flow is covered in [how to let WooCommerce customers open support tickets](https://wpfactory.com/docs/helpdesk-customers-open-support-tickets/). ## The Tickets tab This is where your team works. The list shows every submitted ticket with its subject, priority, status, customer, linked order, assignee and last response date. Open a ticket to reply, add a private note, change its status or reassign it. ![Tickets list in wp-admin](https://wpfactory.com/wp-content/uploads/step4.support-1024x495.png) See [how to reply to and manage support tickets](https://wpfactory.com/docs/helpdesk-reply-manage-support-tickets/) for the full workflow. ## The Priorities tab Helpdesk creates three priorities on first run: **Low** (blue), **Normal** (green) and **High** (red). You can rename them, change their color, description and slug, or add your own. Priority colors are shown in the ticket list so urgent tickets stand out. ![Ticket priorities screen](https://wpfactory.com/wp-content/uploads/step5.support-1024x495.png) ## The Subject tab Subjects are the topics customers pick when they open a ticket, for example: - Shipping - Payment - Technical issues Each subject can also have an **Assignee**, so tickets on that topic go straight to the right person. ![Ticket subjects screen](https://wpfactory.com/wp-content/uploads/step6.support-1024x495.png) The subjects appear like this to the customer when they submit a ticket. ![Subject dropdown on the new ticket form](https://wpfactory.com/wp-content/uploads/step62.support-1024x486.png) More detail: [how to set up ticket subjects and priorities](https://wpfactory.com/docs/helpdesk-ticket-subjects-priorities/). ## The Settings tab The **General** sub-tab controls what customers see and who handles tickets: - **Rename Tab Link in My Account Page for Tickets:** changes the label of the Tickets tab, for example to Support or Help. Leave it empty to keep "Tickets". - **Enable Attachments to Ticket:** lets customers attach files to tickets and replies. In the current version, **Enable Priority Field to Ticket Creation** must also be ticked for the upload field to appear. - **Allowed Attachments File Types:** comma-separated extensions, for example `jpg,png`. - **Allowed Attachments File Size (MB - 0. for KB):** the maximum size per file. Enter a whole number of megabytes, for example 2 for 2 MB. - **Enable Priority Field to Ticket Creation:** adds a Priority dropdown (Low, Normal, High) to the new ticket form. When it is off, tickets are saved as Normal. ![Helpdesk General settings, first part](https://wpfactory.com/wp-content/uploads/step7.support-1024x495.png) - **Rename Button on Orders Table in My Account Page for Tickets:** changes the label of the button next to each order in My Account > Orders. The default label is "Get Help". - **Show only Open in Frontend:** hides tickets with the Closed status from the customer's ticket list. Open and In Progress tickets stay visible. - **Default User Role for Ticket Assignment:** the role your support agents have. Users with this role get access to the Support Tickets screens and appear in the assignee lists. - **Default Assignee:** the agent who receives a ticket when no subject assignee applies, so no ticket is left without an owner. ![Helpdesk General settings, assignment options](https://wpfactory.com/wp-content/uploads/step72.support-1024x495.png) - **Text to display once Ticket is saved:** the confirmation message shown after a customer submits a ticket. For example: Thank you! Your ticket has been submitted successfully. - **Text to display once Response is saved:** the message shown after a customer sends a reply. ![Helpdesk confirmation message settings](https://wpfactory.com/wp-content/uploads/step73.support-1024x495.png) The **Notifications** sub-tab controls the emails sent to the admin, the assignee and the customer. ## FAQ ### Where do customers find their tickets? In **My Account > Tickets**, or on any page where you add the `[stsw_user_tickets]` shortcode. They can also click **Get Help** next to an order, or scroll to the Tickets section on a single order page. ### Why does the Tickets tab show a "page not found" error? The `tickets` endpoint has not been registered yet. Go to **Settings > Permalinks** and click **Save Changes** to flush the rewrite rules. ### Can my support staff use Helpdesk without being administrators? Yes. Set their role in **Default User Role for Ticket Assignment** and save. That role gets access to the Dashboard, Tickets, Priorities and Subject tabs. Only administrators see the Settings tab. See [how to assign tickets to agents](https://wpfactory.com/docs/helpdesk-assign-tickets-to-agents/). ### Can guests open tickets without an account? No. The ticket form is only shown to logged-in users. Visitors who are not logged in see the WooCommerce login and registration form in its place. ### Get Helpdesk Everything in this guide is part of [Helpdesk Support Ticketing System for WooCommerce](https://wpfactory.com/item/helpdesk-support-ticketing-system-for-woocommerce/) Pro. If something is not working, the [Helpdesk troubleshooting guide](https://wpfactory.com/docs/helpdesk-troubleshooting/) covers the most common issues. 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 - [How to Allow File Attachments on WooCommerce Support Tickets](https://wpfactory.com/docs/helpdesk-ticket-file-attachments/)