CSS customisation

Hello,

1) You can use Loco translation plugin to change the strings. Another way is, use PO file to change strings. Modify the strings as per your requirement. Create mo file and add to wp-content/plugins/supportcandy/lang folder. Please note, if you update the plugin in the future then you will lose your modified mo file.

2) You can change button colors, background colors, menu colors, etc from appearance settings. Please go to Support > Appearance settings to change appearance.

3) Unfortunately, it is not possible to create multiple forms. There are two ways to achieve this. You can create custom fields according to your requirements and set visibility conditions on them. So when the condition satisfies then the custom field will be visible.
Another way is to use SupportCandy Gravity Forms integration add-on.
You can use Gravity Form and SupportCandy’s Gravity form integration add-on. In this add-on, you have to map fields of SupportCandy form fields with gravity form fields. When the user submits the gravity form after that a ticket will be created. For more details, please see this link for Gravity Forms integration add-on.

Hi @nsgawli
Thanks for your reply.

I have another doubt – I want both users to raise ticket for agents and agents to raise tickets for users (vice versa). But I do not want to make all users as agents. This is for a Home Owners Association website. So, I have added a category called Violation in Support Candy ticket categories. So I have 2 questions –

1) Is it possible to show this ‘Violation’ category only to agents? It should not be visible in dropdown for other users.

2) When an agent selects Violation as category, then he should get a field called Member Email. And when he enters the email of particular user and submits that ticket, that particular user should receive an automated email with the ticket link where he can reply, attach documents etc just like a normal ticket. Is this possible?

TIA

I also want to add BCC field when creating a new ticket.
It only shows up when replying, not when creating new ticket at first.
Same with Additional Recipients.

Please help.

Hello,

All the wordpress users are not agents by default. To make them agents please go to Support > Support Agent and add the user to whom you want to make an agent.

Unfortunately, it is not possible to restrict the visibility of the category only for agents or customers. All the categories will be visible to all agents and customers.

You can set the visibility of the member field custom field depending on the violation category. But it is not possible to send an email to that email and allow access to the ticket. Instead, agents can create a ticket on behalf of the other users. For example, you want to add ‘customer 1’ email address in customer email field and wants to inform him. Instead, create a ticket on behalf of ‘customer 1’. Now, customer can see and reply to that ticket. Hope this will full fill your requirement.

It is not possible to add bcc field & additional recipients in create ticket form. We are going to add setting to add additional recipients in create ticket form in a future versions.

Ok. Thanks @nsgawli

“Recipients” widget only shows on the reply ticket form and when I add a recipient in it, that particular recipient doesn’t receive an email.
I have checked the Addional Recipients checkbox in email notifications as well.

How can I solve this issue?
An email should go to the recipient as soon as he is added as an additional recipient in any ticket

Hello,

Please make sure you have allowed emails to the additional recipients. Please go to Support > Email Notifications > Ticket Notifications and edit each notification type and select the Additional Recipients option.
Also, check your spam folder.
To verify the plugin is sending emails to the additional recipients please check your email logs. You can install any email log plugin to check the email logs.