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NexlifyDesk provides a wide range of powerful tools designed to streamline your customer support operations from start to finish. Discover all the features that make NexlifyDesk a comprehensive support solution.
From customer-facing forms to advanced analytics, NexlifyDesk covers every aspect of professional customer support management.
A user-friendly interface for customers to easily submit new support tickets, view their complete ticket history, and track the progress of their requests.
An AJAX-powered interface ensures a dynamic experience with live status updates and instant notifications for new replies without needing to reload the page.
Allows customers to attach multiple files to their tickets. It supports various file types with configurable size limits and security validation to prevent malicious uploads.
The entire frontend experience is fully optimized for all devices, ensuring a seamless experience on desktop, tablet, and mobile.
A powerful dashboard where agents can filter, search, and perform bulk actions (like changing status or assigning) on multiple tickets at once.
Key performance indicators are displayed prominently, including total ticket counts, average response times, and agent performance metrics.
Supports both manual assignment and intelligent auto-assignment rules based on agent workload and availability, including load balancing.
Comes with five pre-configured ticket statuses (Open, In Progress, Pending, Resolved, Closed) and supports automated workflows between them.
Create an unlimited number of custom agent roles (e.g., "Tier 1 Support," "Technical Lead") with granular permissions for each.
Fine-tune what each agent role can do, including controlling access to ticket viewing, assignment, category management, and settings.
Monitor individual agent performance by tracking key metrics like response times, resolution rates, and current ticket workload.
Automatically reassigns tickets from a deleted or disabled agent to a designated fallback agent or department, ensuring no ticket is lost.
Allows agents to add private notes to a ticket that are only visible to other support staff, facilitating seamless internal collaboration.
Highly customizable email templates that can be modified with dynamic placeholders (like customer name or ticket ID) for personalized communication.
Granular settings to control exactly when and for what events email notifications are sent to customers and agents.
Includes a suite of pre-designed, professional email templates for common scenarios like new ticket creation, agent replies, and ticket resolution.
A three-layer system that identifies duplicate tickets by matching the exact subject, recognizing order numbers, or analyzing content similarity to merge related conversations.
Intelligently distributes incoming tickets to available agents based on current workload to ensure a balanced and efficient workflow.
Automatically tracks Service Level Agreement (SLA) targets for response and resolution times, and sends notifications to managers if a breach is imminent.
Automatically closes tickets that have been marked as "Resolved" after a configurable period of customer inactivity (e.g., 48 hours).
Seamlessly converts emails into support tickets from various providers, including standard IMAP/POP3, AWS WorkMail, and Google Workspace.
Offers the choice to either keep emails on your server or delete them automatically after they have been successfully imported as tickets.
A robust system that includes spam keyword filtering, email address blocking, and rate limiting to prevent ticket queue flooding.
Agents can view a customer's WooCommerce order by searching with the order number, admin can control giving excessive permission to the agents.
Provides crucial context by displaying relevant order information (like purchase date, items, and status) alongside the customer's support request.
Intelligently links new tickets to existing conversations if they are related to the same WooCommerce order number.
Track key helpdesk metrics, including ticket volume over time, first response times, and overall agent performance.
Displays data in easy-to-understand visual charts, showing ticket trends, status distribution, and priority breakdowns.
A real-time feed that shows all recent support activities, such as new tickets, replies, and status changes, as they happen.
Allows for complete customization of frontend templates (forms, ticket lists) by placing modified files in your theme folder.
Powerful shortcodes for embedding ticket forms and lists anywhere on your site, with attributes to customize their behavior.
Includes tools for data retention and purging, allowing you to configure how long ticket data is stored to comply with privacy policies.
Protects your support system from spam and abuse by limiting the rate at which tickets can be submitted from a single IP address.
An intelligent caching layer that optimizes database queries and improves the performance and speed of the helpdesk.
These powerful features work together to create a comprehensive support experience. Start with the basic setup and gradually enable advanced features as your support needs grow.
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