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Getting Started with NexlifyDesk

Transform your WordPress website into a professional customer service hub with NexlifyDesk. Follow this comprehensive guide to get up and running quickly with a complete support ticketing system.

🎯 What You’ll Accomplish

By the end of this guide, you’ll have a fully functional support system with customer-facing forms, agent dashboard, and automated workflows ready to handle your first support tickets.

Step 1: Installation

Installing NexlifyDesk is straightforward and follows standard WordPress plugin installation procedures.

Automatic Installation (Recommended)

  1. Log in to your WordPress admin dashboard
  2. Navigate to Plugins > Add New
  3. Search for “NexlifyDesk” in the plugin repository
  4. Click Install Now and then Activate

Manual Installation

  1. Download the NexlifyDesk plugin ZIP file
  2. Go to Plugins > Add New > Upload Plugin
  3. Choose the ZIP file and click Install Now
  4. Click Activate Plugin once installation completes
 

✅ Installation Complete

After activation, you’ll see “NexlifyDesk” appear in your WordPress admin menu. You’re now ready to set up your support system!

Step 2: Create Frontend Pages with Shortcodes

To provide a user-friendly experience, you must set up dedicated pages for customers to submit and view their support tickets. These pages use shortcodes to embed the necessary forms and lists.

Ticket Submission Page

This page will contain the form your customers use to create a new support ticket.

  1. Create a new page by navigating to Pages > Add New
  2. Give the page a clear title, such as “Submit a Ticket” or “Contact Support”
  3. In the page content editor, add the following shortcode:
    Shortcode:
    Shortcode: [nexlifydesk_ticket_form]
    This shortcode displays the ticket submission form for customers.

    This shortcode displays the ticket submission form for customers.
  4. Publish the page

Ticket History Page

This page allows logged-in users to view their past and current tickets, along with their status.

  1. Create another new page by navigating to Pages > Add New
  2. Title it something like “My Tickets” or “Support History”
  3. In the page content editor, add the following shortcode:
    Shortcode:
    Shortcode: [nexlifydesk_ticket_list]
    This shortcode displays the user's ticket history and allows them to view their support tickets.

    This shortcode displays the user’s ticket history and allows them to view their support tickets.
  4. Publish the page.

Ticket History Page

This page allows logged-in users to view their past and current tickets, along with their status.

  1. Create another new page by navigating to Pages > Add New
  2. Title it something like “My Tickets” or “Support History”
  3. In the page content editor, add the following shortcode:
    Shortcode:
    Shortcode: [nexlifydesk_ticket_list]
    This shortcode displays the user's ticket history and allows them to view their support tickets.

    This shortcode displays the user’s ticket history and allows them to view their support tickets.

 

After creating both pages, Publish them and consider adding them to your website’s main navigation menu for easy customer access.

Step 3: Link Pages in NexlifyDesk Settings

 

Once the pages are created, you must link them in the plugin settings to enable proper navigation and functionality.

  1. Navigate to NexlifyDesk > Settings in your WordPress admin dashboard
  2. Find the section for page settings (Ticket List Page & Ticket Form Page)
  3. From the dropdown menus, select the Ticket Submission Page and Ticket History Page you just created
  4. Save the changes to integrate these pages into the plugin’s workflow

⚠️ Important

This step is crucial for seamless navigation between ticket submission and history views. Without proper page linking, customers may experience broken workflows.

Step 4: Initial Configuration

With the core pages set up, head to NexlifyDesk > Settings to configure the main operational parameters of your helpdesk.

Essential Settings to Configure:

✅ Email Notifications: Customize the email templates sent to users and agents
✅ File Uploads: Set limits on file sizes and specify allowed file types for attachments
✅ Ticket Defaults: Define the default ticket priority and category for new submissions
✅ SLA Targets: Configure Service Level Agreement (SLA) response and resolution time targets
✅ Auto-Assignment: Create rules to automatically assign tickets to specific agents or departments

Step 5: Optional Advanced Setup

These final steps are optional but recommended for a more professional and automated support system.

Email Piping Setup (Optional)

This feature allows NexlifyDesk to automatically convert emails sent to a specific address into support tickets.

  1. Choose your email provider type (IMAP/POP3, AWS WorkMail, Google Workspace)
  2. Enter the required connection settings and authentication details
  3. Configure spam protection and email filtering rules to avoid unwanted tickets
  4. Decide on a policy for handling emails after they are converted into tickets (e.g., keep or delete)

 

Agent Setup (Optional)

Create and manage accounts for your support staff.

  1. Create new user accounts in WordPress or use existing ones
  2. Assign the NexlifyDesk Agent role to these users to grant them access to the support dashboard
  3. Define custom agent positions and fine-tune their capabilities or permissions
  4. Configure auto-assignment rules in the settings to distribute tickets among your agents automatically

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