SupportCandy Woocommerce Addon

Someone asking about a product may not have an order yet

A customer writes: "it arrived broken." Your team needs to know which of their orders and which product in that order. Another customer writes: "does it come with batteries?" That question belongs to no order, it belongs to a product they may not have bought yet.

In a store, a question about an order comes from someone who already bought, and a question about a product can also come from someone who has not, so the form needs a field for each.

WooCommerce Integration is the add-on that connects SupportCandy with WooCommerce. It adds two custom field types for the ticket form, "WOO Order" and "WOO Product", so the customer picks an order or a product in the form itself. For the agent, it shows the store data inside the ticket.

What it adds for the customer and the agent

• Order field and product field: they are added to the form like any other field, and the customer selects the matching one when asking for help.
• Help button in the order list: next to each order, it redirects to the form with that order already selected.
• Help button on the product page: it redirects to the form with that product selected.
• Optional support tab: in the WooCommerce customer area, where the customer sees their tickets.
• Ticket from the order: the shop manager or administrator can create a ticket from an order in the backend.
• Data inside the ticket: the agent checks the customer's order history, total spent, order details and WooCommerce subscription details.

Four entry points

A ticket can be born in the general form, in an order's button, in a product's button or, from the inside, in the backend order. Each entry point arrives with a different context. From the order comes the chosen order, from the product comes the item, and from the general form it depends on which field you added and on the customer filling it in.

That is why it pays to decide beforehand which field is required. If you require it, every ticket arrives with an order or a product; if you leave it optional, some will arrive without it.

An after-sales form

A combination to build: a form with the order field, a subject and a description, the Help button next to each order and the support tab in the customer area. This is one idea of use; adjust it to your store.

Requirements and first steps

You need WordPress, WooCommerce and SupportCandy active, plus the add-on. To see subscription data inside the ticket you need a store that uses WooCommerce subscriptions.

1. Install and activate the add-on alongside SupportCandy and WooCommerce.
2. Add to the ticket form a "WOO Order" field, a "WOO Product" one, or both.
3. Turn on the support tab in the customer area if you want it.
4. Open the tickets as an agent and review the order data.

Support alternatives

For another ticketing platform, look at Fluent Support Pro. If you use Awesome Support, there is the Awesome Support Guest Tickets add-on. If your store sells digital downloads, the equivalent integration for EDD is SupportCandy EDD Integration.

Answers about WooCommerce Integration

Can the customer pick their order in the form?

Yes, with the "WOO Order" field type. The "WOO Product" field is for choosing a product.

What does the Help button do?

In the order list and on the product page it leads to the form with that order or product already selected.

Can the agent see the order data?

Yes, inside the ticket: order history, total spent and order details.

Can a ticket be opened from the backend?

Yes. The shop manager or administrator can create it from the order.