Method 1: WordPress Admin (Recommended)

1. Download the NexlifyDesk plugin ZIP file
2. Go to your WordPress admin → Plugins → Add New
3. Click "Upload Plugin" and select the ZIP file
4. Click "Install Now" then "Activate Plugin"

Method 2: FTP Upload

1. Extract the ZIP file to get the 'nexlifydesk' folder
2. Upload the folder to '/wp-content/plugins/' via FTP
3. Go to WordPress admin → Plugins and activate NexlifyDesk

• WordPress: Version 6.2 or higher
• PHP: Version 7.4 or higher (PHP 8.0+ recommended)
• Database: MySQL 5.7+ or MariaDB 10.2+
• Web Server: Apache or Nginx
• SSL Certificate: Required for email piping features

Step 1: Create Ticket Submission Page

1. Go to Pages → Add New in your WordPress admin
2. Title the page "Submit Ticket" or "Contact Support"
3. Add the shortcode:

   Login Required

   Please log in to submit a support ticket.

   Log In
4. Publish the page

Step 2: Create Ticket History Page

1. Create another new page
2. Title it "My Tickets" or "Support History"
3. Add the shortcode:

   Your Support Tickets

   View and track your support requests

   Submit New Ticket

   📄

   No tickets found

   You haven't submitted any support tickets yet.

   Submit Your First Ticket
4. Publish the page

Step 3: Configure Page Links (Optional)

Go to NexlifyDesk → Settings and set these page URLs for proper navigation between forms.

Basic Agent Setup:

1. Go to Users → Add New
2. Create user accounts for your support team
3. Assign them the "NexlifyDesk Agent" role
4. They'll now have access to the ticket management system

Advanced Agent Positions:

1. Go to NexlifyDesk → Agent Positions
2. Create custom positions (e.g., "Level 1 Support", "Technical Lead")
3. Define capabilities for each position:
   • View All Tickets: See organization-wide tickets vs. only assigned ones
   • Assign Tickets: Assign tickets to other agents
   • Manage Categories: Create and organize ticket categories
   • View Reports: Access analytics and performance data
4. Assign agents to positions via their user profiles

NexlifyDesk uses a sophisticated three-layer detection system:

Configuration Options:

• Enable/disable detection in NexlifyDesk → Settings
• Adjust sensitivity threshold to match your workflow
• View detection statistics in the Reports dashboard

Internal notes are private messages between support team members that are completely invisible to customers.

Key Features:

• Only visible to agents and administrators
• Never sent to customers via email
• Perfect for sharing context, escalation notes, or internal updates
• Maintain complete conversation history for team reference

How to Add Internal Notes:

1. Open any ticket in the admin area
2. Scroll to the reply section
3. Click the "Add Internal Note" tab
4. Write your note and click "Add Note"

Default Supported File Types:

Configuration Options:

1. Go to NexlifyDesk → Settings
2. Find the "File Attachments" section
3. Customize:
   • Allowed Extensions: Add/remove file types
   • Maximum File Size: Set size limits per attachment
   • Maximum Files: Limit number of files per ticket

Email piping automatically converts incoming emails into support tickets. Setup varies by email provider:

NexlifyDesk automatically integrates with WooCommerce to provide better customer support context:

Accessing Order Information:

1. Go to NexlifyDesk → Order History
2. Search by order number, customer name, or email
3. View complete order details and history
4. Link directly to related support tickets

Access Email Templates:

1. Go to NexlifyDesk → Email Templates
2. Choose from available templates:
   • New Ticket: Sent when customers create tickets
   • New Reply: Sent when agents or customers reply
   • Status Changed: Sent when ticket status updates
   • SLA Breach: Sent when response times exceed targets
3. Edit content using the visual editor
4. Use dynamic placeholders for personalization

Customization Methods:

Common Causes & Solutions:

Step-by-Step Troubleshooting: