JS Support Ticket

JS Help Desk turns your WordPress site into a complete customer support desk. Customers open tickets from your website – signed in or as guests – and your team answers them from one clear queue. Tickets, replies, attachments and customer details stay in your own WordPress database.

There are no limits on tickets, agents or departments, no per-agent monthly fee and no outside service to sign up for. Install it, add a support page, and start answering.

Trusted since 2014 – nearly 700,000 downloads and more than 7,000 sites answering their customers with JS Help Desk.

New: JS Help Desk 5.0

5.0 is the biggest release in the plugin’s history.

• 12 paid features are now free, for good. Ticket history, internal notes, canned responses, help topics, email ban, auto cleanup, ticket limits, export, dashboard widgets, user options, ticket actions and AI Powered Reply moved from paid add-ons into the free plugin.
• An AI Agent that answers from what you have already written (add-on). It reads your knowledge base, FAQs and past replies, shows its sources, says how sure it is, and hands over to a person whenever it should. You choose how far to trust it – suggestions only, drafts for an agent to approve, or answering on its own – and whether it runs on your server, on your own model or with a hosted provider.
• Live chat (add-on, beta). A chat window on your site that answers from your approved content and brings in an agent the moment the customer asks.
• Nine add-ons instead of more than thirty. Grouped by the job you want done, and every paid plan includes all nine.
• Companies are free. Group customers by organisation and email domain.
• The help desk speaks your language. Translated into 17 languages, and the right translation installs itself.
• A cleaner admin. Menus grouped by subject, better keyboard and screen-reader support, and a block for every portal screen.
• Upgrading is safe. Tickets, settings and your old add-ons keep working, and nothing new is switched on for your visitors until you choose.

Who it is for

• Online shops that want order questions, returns and complaints in one place instead of an overflowing inbox.
• Software, plugin and theme sellers who support customers by product, licence or purchase code.
• Agencies and freelancers looking after many clients, each with their own tickets.
• Schools, clubs and internal teams – IT, HR or facilities – who need requests tracked and answered, not lost in email.

Why JS Help Desk

• Your data stays yours. Everything lives in your own WordPress database, not on someone else’s servers.
• Free means free. Unlimited tickets, agents and departments in the free plugin. No trial, no time limit.
• Made for WordPress. Shortcodes and blocks, WordPress roles for your agents, the WordPress privacy tools, and it works with your theme.
• Grows with you. Start free. Add service levels, email piping, a knowledge base, an AI agent or WooCommerce support when you need them.

Useful links

• Try the live demo
• Documentation
• Plugin website
• Video tutorials

Everything in the free plugin

Tickets and the queue

• Unlimited tickets, agents and departments.
• Customer portal: customers open, follow and reply to their tickets on your site, without ever seeing the WordPress dashboard.
• Guest tickets: let visitors write in without creating an account.
• Priorities, statuses and custom fields on the ticket form, so you ask exactly what you need to know.
• Waiting on Agent / Waiting on Customer queues, worked out from who replied last.
• Find anything fast: search across subjects, messages, customers and ticket numbers; tags; saved views; keyboard shortcuts.

Answering faster

• Canned responses for the answers you write every week.
• Internal notes your customers never see.
• AI Powered Reply suggests answers from replies your team has already written – no AI account needed.
• AI Copilot drafts replies, summarises long threads, pulls out the details and translates, with your own Zywrap key.
• Instant answers: matching help appears while the customer is still typing, so simple questions are solved before a ticket is filed.
• No double replies: see who else is viewing or typing on a ticket, and drafts are saved as you write.
• Help topics that route each ticket to the right department and priority.
• Email notifications with editable HTML templates.

Your team

• Two agent levels on ordinary WordPress roles: Help Desk Agent for full queue work, and Help Desk Light Agent, who can read tickets and write internal notes but never reply to the customer.
• Agent Access: one screen showing who can reach the help desk, and why.
• Companies for customers who belong to an organisation.

Keeping it tidy

• Ticket history and an activity timeline for every ticket.
• Reports by agent, department, priority and status, plus dashboard widgets.
• CSV export, filtered the way you need.
• Auto cleanup of old tickets, with a preview before anything is deleted.
• Email ban for addresses or whole domains, and ticket limits per customer.
• Setup checklist, Email Health and System Status screens that tell you what to fix – including whether your email is actually being sent.

Trust and privacy

• GDPR tools: works with WordPress’s own Export and Erase Personal Data.
• Spam protection that needs no outside service, or Cloudflare Turnstile, hCaptcha or Google reCAPTCHA if you prefer, plus submission rate limits.
• Safe attachments: checked by their content, and never reachable by a public link.
• Terms and conditions checkboxes on the ticket form.

Fits your site

• Colour themes to match your brand.
• 17 languages, installed automatically, and full right-to-left support.
• Shortcodes and blocks for every portal screen.
• Moving from another help desk? Import from SupportCandy, Awesome Support and Fluent Support.

Add-ons: nine packs, all in every plan

When you need more, the paid plans add nine packs. Every plan includes all nine – plans differ only by the number of sites: Pro (1 site, $99 a year), Business (5 sites, $149) and Agency (25 sites, $249). Every plan comes with a 14-day refund. Compare plans.

• Agents & Teams – Roles and permissions, teams, automatic assignment, collaboration, time tracking and a credential vault.
• Service Levels & Automation – Response and resolution targets with business hours, escalation, automation rules, auto close and recurring tickets.
• Email – Turn incoming email into tickets, CC, Gmail and Microsoft sign-in, and templates in every language.
• Knowledge & Self-Service – Knowledge base, FAQs, downloads and announcements, so customers help themselves.
• AI Agent – Answers from your own content with sources and confidence, a review mode, a master switch, and usage and cost limits.
• Customer Experience – Multiple ticket forms, live chat, satisfaction surveys, your own branding and an installable portal.
• Commerce – WooCommerce and Easy Digital Downloads orders in the ticket, Envato purchase codes, paid support and support credits.
• Integrations – REST API, webhooks, Slack, Microsoft Teams, Google Chat, Telegram, Discord and browser notifications.
• Reporting & Compliance – Analytics, scheduled Excel and PDF exports, retention rules and legal holds.

Already running the older individual add-ons? They keep working after the update. When your license includes the pack that replaces them, License & Add-ons > Finish upgrade installs it and switches the old ones off. Nothing is deleted, and your settings are kept.

Shortcodes and blocks

Each of these is available as a shortcode and as a block in the “JS Help Desk” block category:

• [jssupportticket] – the whole customer portal
• [jssupportticket_addticket] – the ticket form on its own
• [jssupportticket_mytickets] – the customer’s own tickets

Knowledge base, FAQs and Announcements blocks appear when the Knowledge & Self-Service pack is installed.

Privacy & Third-Party Service Disclosure

JS Help Desk runs on your own site. The services below are the only ones it ever contacts, and each one only in the situation described.

Translations (jshelpdesk.com)

JS Help Desk does not ship its translations inside the plugin. When your site uses a language other than English, the plugin downloads that language’s translation from jshelpdesk.com and saves it in wp-content/languages/plugins/, the folder WordPress uses for plugin translations.

• When: when the plugin is installed or updated, when the site language changes or WordPress installs a new language, and once a day to check for an improved translation.
• What is requested: a list of available translations (https://jshelpdesk.com/translations/v5/index.json) and, when one is needed, a .zip file containing a .po and a .mo file. These are translation data, never code.
• What is sent: nothing about your site. The requests are plain downloads, and the user agent does not include your site address.
• Turning it off: add define('JSST_TRANSLATIONS_AUTO', false); to wp-config.php. You can then install a language yourself from Help Desk > Configurations > Translations, or download the files there and upload them to wp-content/languages/plugins/.
• jshelpdesk.com Privacy Policy, Terms

License and add-on updates (jshelpdesk.com)

Only when an administrator enters a license key for the paid add-ons, the plugin contacts jshelpdesk.com to activate the license, check it, and download and update the add-ons it includes.

• What is sent: the license key, your site’s address, and the WordPress, PHP and JS Help Desk versions and site language. No tickets, customers or other content.
• Without a key nothing is sent. The free plugin never needs a license.
• jshelpdesk.com Privacy Policy, Terms

AI services (Zywrap, Anthropic)

The AI features that write text can use an outside AI service. All of them are off until an administrator turns them on and enters their own API key.

• AI Copilot (Zywrap): when an agent clicks an AI action such as “Generate Reply”, “Summarize”, “Extract Details” or “Translate”, the text of that ticket thread is sent to the Zywrap API (api.zywrap.com) to produce the result. Zywrap Privacy Policy
• Hosted AI engine (Anthropic): if an administrator chooses Anthropic as the AI engine and enters their own key, the question and the passages needed to answer it are sent to api.anthropic.com. Credentials stored in the help desk are never sent, and outgoing text can be redacted further in the AI settings. Anthropic Privacy Policy
• On your own server: the AI engine can instead run without any outside service, or on a model you host yourself (for example Ollama or LM Studio), in which case nothing leaves your infrastructure.
• AI Powered Reply, in the free plugin, searches replies already written on your site and contacts no one.

Marketing consent (Mailchimp)

If an administrator connects a Mailchimp account and a customer ticks the newsletter consent box, that customer’s name and email address are sent to the administrator’s own Mailchimp list (api.mailchimp.com). Nothing is sent without the customer’s consent or without a Mailchimp key. Mailchimp Privacy Policy

Spam Protection (CAPTCHA)

JS Help Desk can verify that a ticket submission was made by a person. It ships with a self-hosted verification method, and optionally supports four third-party CAPTCHA services.

• The default makes no external requests. Out of the box the plugin uses its built-in check – a honeypot field, submission timing, and a small proof of work performed in the visitor’s browser. Nothing is loaded from a third party and no data leaves your site.
• Third-party services are opt-in. Cloudflare Turnstile, hCaptcha, Google reCAPTCHA v3 and Google reCAPTCHA v2 are offered as alternatives. One is used only after an administrator selects it and enters the site key and secret key of their own account with that provider. If either key is missing, the plugin falls back to the built-in check rather than blocking submissions.
• Why the provider’s own domain is used. A CAPTCHA is an anti-abuse service that issues a token at its own edge and validates that token against its own records. The challenge script therefore cannot be served from your site, and the response cannot be verified locally – both requests are required for the feature to function. When a provider is selected, its script is loaded on the ticket form and the visitor’s response is verified server-to-server:
  • Cloudflare Turnstile – challenges.cloudflare.com (Terms, Privacy Policy)
  • hCaptcha – js.hcaptcha.com, api.hcaptcha.com (Terms, Privacy Policy)
  • Google reCAPTCHA v2 and v3 – www.google.com/recaptcha (Terms, Privacy Policy)
• What is transmitted. Only the challenge token generated in the visitor’s browser, your secret key, and the visitor’s IP address are sent to the selected provider’s verification endpoint. Ticket content, subjects, names and e-mail addresses are never sent to a CAPTCHA provider.
• Choosing none of them. Administrators who do not want any third-party request can leave the built-in provider selected, or turn verification off entirely.