TotalDesk – Helpdesk, Live Chat, Knowledge Base & Ticket System
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About TotalDesk – Helpdesk, Live Chat, Knowledge Base & Ticket System
Every question you answer twice is an article you haven't written yet
Handling customers with a personal inbox, a separate chat and a spreadsheet ends in lost requests, repeated answers and nobody who knows what is still pending. TotalDesk brings the ticket system, live chat, knowledge base, reports and notifications together in a single plugin.
What holds it together is a simple idea: a support team doesn't save time by answering faster, but by no longer answering the same thing. That's why it lets you create a FAQ from a ticket: today's answer becomes the article that prevents tomorrow's ticket.
Tickets with your own statuses, types and projects in TotalDesk
There are three different forms for opening a new ticket, and tickets can also be generated by reading a mailbox. People who write by email can reply from their own email, without logging in to the website.
- Two roles: agent (who handles the ticket) and reporter (who opens it), with a "My tickets" page for the customer.
- Your own statuses, types and projects or systems, plus default values for new tickets.
- Daily work: attachments, an HTML editor for replies, saved replies, a change history, XLS export and an overview showing assignee and status in colors.
- Alerts by email, desktop and Slack when a ticket is created, someone replies, the status changes or an agent is assigned.
One limit to keep in mind: there are only those two roles. If your team needs supervisors with intermediate permissions, check in the demo whether the scheme is enough for you.
TotalDesk's chat always ends up as a ticket
The visitor starts the chat with a subject, which creates a new ticket, or joins a conversation by entering the ID of an existing ticket. If no agent is online, the message is still sent as a ticket, so it isn't lost. Every conversation is saved.
This is an advantage for having a single history, but it's worth knowing: it isn't a throwaway sales chat, but an entry point into the ticket system.
The knowledge base groups FAQs into topics with their own icons, offers live search, counts the views of each question and can order them by popularity. It is displayed in two layouts (boxed or list) and comes with three widgets.
Common questions before installing TotalDesk
Is it useful for selling WooCommerce products?
It integrates with WooCommerce, Envato and Slack, so you can assist the people who buy in your store. Check in the demo how far that integration goes for your case.
Can I see how my team is performing?
Yes, there are reports of tickets by agent, status, type, system, year, month and the combination of year and month.
Does it work for multilingual sites?
It is compatible with WPML.
Does it replace customer service software with many channels?
It covers forms, email and website chat, with notifications by email, desktop and Slack. If you need other channels, check beforehand that they are in the demo.
How many reports and how much order you need from day one
There are reports of tickets by year and by month, as well as by agent, status, type and system.
Define statuses, types and projects before opening the mailbox
Before receiving the first tickets, decide which statuses you will use, which types of request you distinguish, which projects or systems you cover and which default values they carry.
Then connect the inbox, choose the archive folder and give each person their agent role. Prepare a few saved replies with the questions that repeat most.
Topics
Version history
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v
1.8.1 Current 16 Dec 2025
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Frequently asked questions
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GPL (General Public License) is the license under which WordPress and most premium plugins/themes are distributed. It grants you the right to use, modify and redistribute the software in as many projects as you want, with no domain restrictions.
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Yes. With membership you get automatic updates via our GPLClub Updater plugin (installed on your WP, detects new versions and applies them). With individual purchase, you get one year of manual updates from your account.
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Depends on the plan. Monthly: 3 domains. Semi-annual: 7. Annual and Lifetime: 15. Individual purchase: 1 domain.
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GPLClub offers its own support for installation, configuration and compatibility. For direct support from the original author (feature requests, product-specific bugs), a license purchased from the author is required.
