TotalDesk is an all-in-one helpdesk solution for WordPress, providing a comprehensive set of features to streamline and manage customer support efficiently. Here are the key features of TotalDesk:

HelpDesk Features:

1. Ticket System: TotalDesk offers a robust ticket system for handling customer inquiries and issues. You can create tickets using different forms.
2. Inbox Fetching: It includes an inbox fetching feature, allowing you to pull in customer inquiries from various sources.
3. Roles: The plugin supports two primary roles – Agent and Reporter, each with specific capabilities and access.
4. My Tickets Page: Users have a “My Tickets” page to track their inquiries and tickets.
5. Customization: You can customize various aspects, such as default values for new tickets, ticket status, types, and projects/systems.
6. Attachment Support: Attachments can be added to tickets for sharing relevant files and documents.
7. Notifications: TotalDesk provides notification features for email, desktop, and Slack, ensuring that agents and users are updated about ticket status changes and replies.
8. HTML WYSIWIG Comment Form: The plugin includes a user-friendly HTML comment form for responses.
9. Saved Replies: Create and save standard replies for faster response to common inquiries.
10. History and Logging: Maintain a comprehensive history of ticket interactions and logging.
11. XLS Export: Export data to Excel for analysis and reporting.
12. Email Communication: Reporters and agents can communicate via email, making it easy for users to interact.
13. Ticket Overview: You can view and manage tickets based on assigned agents and their statuses, making ticket management more efficient.
14. Inbox Archive: Organize tickets by setting up inbox archive folders.

Notifications:

• Email Notifications: Receive email notifications for new tickets, responses, status changes, and agent assignments.
• Desktop Notifications: Get desktop notifications for timely updates.
• Slack Notifications: Integrate Slack for real-time notifications within your team.

Livechat:

• Start a chat as a new ticket, providing instant support.
• Users can enter chat conversations with specific ticket IDs.
• Ability to send a message when no agent is online.
• All chat conversations are saved for future reference.

Knowledge Base:

• Create a FAQ section based on ticket information.
• Group FAQs into topics.
• Customize icons for FAQ topics.
• Offer live search functionality for FAQs.
• Track FAQ views and popularity.
• Use built-in widgets to showcase FAQs.

Reports:

• Generate various reports, such as tickets by agent, status, type, system, year, and month.

Integrations:

• TotalDesk offers integrations with WooCommerce, Envato, and Slack for seamless connectivity and data sharing.

With its extensive set of features, TotalDesk aims to enhance customer support by providing all the necessary tools to streamline ticket management, live chat, knowledge base, and reporting. It’s a comprehensive solution for businesses looking to offer efficient support services within their WordPress websites.