Bodholdt Tickets Documentation

What Bodholdt Tickets is

Bodholdt Tickets turns your WordPress site into a real support desk. Customers reach you by email, a form, a customer portal, or a button you can embed on any website — and every message becomes a ticket your team works from one clean screen. It knows who your customers are (it reads your Bodholdt Licensing data, if you use it), it can draft replies for you with AI, and it keeps your team motivated with points and levels. You host it yourself; there is no third-party SaaS in the middle.

Quick start (about 5 minutes)

Install & activate the plugin (Plugins → Add New → Upload Plugin, choose the ZIP, Install, Activate).
Enter your license key under Ticketing → License (skip this to run on the free tier).
Make yourself an agent. Administrators are agents automatically; add teammates under Ticketing → Agents.
Create your support pages. On the main Ticketing screen, click “Create the support pages for me” — it builds a Support page (the form) and a My Tickets page (the portal) for you.
Open the desk at yoursite.com/support-desk/ and you’re ready to work tickets.

Your license & plans

Enter your key under Ticketing → License. Your plan decides how many agents you can have and which features are on:

Free — 1 agent, up to 25 tickets per month. Email, the web form, and the customer portal are included.
Solo — up to 3 agents, unlimited tickets, plus the AI co-pilot, the embeddable widget, categories, gamification, and aggregate reports.
Studio — up to 10 agents, plus departments & routing and the per-agent / per-department report breakdowns.
Foundry — unlimited agents; everything included.

If a license lapses, the desk keeps working — it simply falls back to Free-tier limits after a short grace period, and never deletes your data. You’ll see a reminder banner with a renew link.

Agents (who can work tickets)

An “agent” is anyone you’ve given access to the support desk. To add or remove agents, go to Ticketing → Agents and click Make agent / Remove next to a user. Administrators are agents automatically. The page shows how many agent seats your plan includes (e.g. “Using 2 of 3 agent seats”); once you hit the limit, the button to add more is disabled with an upgrade link. There are three levels:

Agent — works tickets in the desk.
Supervisor — an agent who can also see every queue and open the Reports view.
Admin — can also configure the plugin (the wp-admin Ticketing screens).

The Agent Support Desk

This is where your team lives, at yoursite.com/support-desk/ (only agents can open it). It’s a single full-screen app:

The queue (left) lists tickets, color-coded by the customer’s plan so you can prioritize paying customers. Filter by Open, Mine, All, or Resolved, search by keyword, and (on higher plans) filter by category or department.
The conversation (middle) shows the full back-and-forth. Customer messages, your replies, and private internal notes are styled differently so nothing gets confused.
The reply box lets you write a public reply or a private internal note (only your team sees notes). Tip: press ⌘+Enter (or Ctrl+Enter) to send.
One-click actions — assign the ticket to an agent, change its status, or hit Resolve when you’re done.
The customer panel (right) is the differentiator: it shows what Bodholdt Licensing knows about this customer — their plan/tier, active licenses, sites in use, and renewal date — so you answer already knowing who’s asking.

Ways customers can reach you (channels)

Every channel below feeds the same desk. Turn on as many as you like.

Email

Incoming email becomes a ticket, and your agents’ replies go back out as normal email (threaded with a hidden [#BT123] tag so replies attach to the right ticket). Because most WordPress hosts don’t allow direct mailbox polling, email comes in through a secure webhook rather than IMAP. To set it up: open Ticketing → Email Intake, turn on inbound, set your From/Reply-To address, and point an inbound-email service (Postmark, Mailgun, or SendGrid inbound parsing) — or a simple forward of your support@ address — at the webhook URL shown on that screen.

A support form on your site

Put the shortcode [bodholdt_support_form] on any page (the “Create the support pages for me” button does this for you). Customers fill it in and it opens a ticket. It’s pre-filled for logged-in users and protected from spam automatically.

A customer portal

Put [bodholdt_portal] on a page so customers can view, track, and reply to their own tickets — either by logging in, or with a passwordless “magic link” (they enter their email and get a one-time sign-in link). Customers only ever see their own tickets, and your private notes stay hidden from them.

A floating “Contact support” button you can paste onto any website — even one not running WordPress. Go to Ticketing → Embeddable widget, turn it on, and copy the snippet. You can optionally restrict which sites may use it.

Bodholdt Contact (front-door)

If you also run the free Bodholdt Contact plugin, its footer contact widget will create tickets here automatically when Ticketing is active — so your existing contact form becomes a full support channel with no extra setup.

Categories (Solo and up)

Categories let customers tell you what a message is about (“Billing”, “Bug”, etc.). Add them under Ticketing → General (one per line). Once set, a “What’s this about?” picker appears on your form and widget, and you can filter the queue by category.

Departments & routing (Studio and up)

For bigger teams, group agents into departments (Sales, Support, Billing…) and have tickets land with the right team automatically. Under Ticketing → Departments & routing you can:

Create departments (one per line).
Set routing rules — map each category to a department, so a ticket auto-routes when the customer picks that category.
Assign agents to departments with a simple checkbox grid.

In the desk, every ticket shows its department, you can filter by department (or “My departments”), and you can re-route a ticket by hand from its header. Running solo? Just leave this empty — everything lands in one queue.

The AI co-pilot (Solo and up)

The co-pilot drafts replies for you using the conversation, the customer’s plan, and your brand voice — but it never sends anything on its own; an agent always reviews and sends. You bring your own Anthropic (Claude) API key, so you control the cost. To turn it on: open Ticketing → AI Co-pilot, paste your Anthropic key (it’s encrypted at rest), and optionally add your brand voice and a short knowledge base. It can:

Draft a reply on demand — click “✨ Draft with AI” in the desk.
Auto-triage new tickets — with Auto-pilot on, each new ticket gets a suggested priority, tags, and a waiting draft.
Summarize a long thread into a quick recap.

It stays completely off until you add a key.

Gamification (Solo and up)

Working tickets earns agents XP (points) — for first responses, resolutions, and good CSAT ratings — which build into levels, daily streaks, achievements, and a weekly/all-time leaderboard. It’s meant to make clearing the queue feel rewarding. Agents who’d rather not appear on the peer leaderboard can opt out from their stats panel (supervisors still see everyone’s numbers in Reports).

Reports & analytics (Solo and up)

Supervisors get a Reports view inside the desk (the 📊 button in the top bar). It’s computed live from your tickets — no setup — and covers:

Volume — tickets created vs resolved, current backlog, and a breakdown by channel and category.
Speed / SLA — first-response and resolution times (median, average, p90) against a target you choose.
CSAT — average satisfaction, the 1–5 spread, and the trend over time.
What people ask about — category, channel, and tag mix.

Pick a date range (7/30/90 days, this month, or custom) and export any report to CSV. Studio and up adds the per-agent and per-department breakdowns (who’s handling what, and how each team is doing).

Tickets day-to-day

Each ticket carries a status (open / pending / resolved / closed), a priority, tags, and — once resolved — an optional CSAT rating the customer can leave. You can also save canned replies for answers you send often. Replies you send by email thread back automatically.

Troubleshooting

The desk sends me to the login screen. Only users with agent access can open /support-desk/. Make sure your account is an agent under Ticketing → Agents.
Email isn’t coming in. Confirm inbound is enabled under Ticketing → Email Intake and that your mail service / forward is pointed at the exact webhook URL shown there.
The “Draft with AI” button isn’t showing. The AI co-pilot needs a plan that includes it (Solo and up) and an Anthropic key added under Ticketing → AI Co-pilot.
I can’t add another agent. You’ve reached your plan’s agent-seat limit — the Agents screen shows your current count and a link to upgrade.
New tickets are being turned away. On the Free plan there’s a 25-tickets-per-month limit; upgrade to lift it.

Frequently asked questions

Do I need Bodholdt Licensing to use Ticketing?

No. Ticketing works on its own. If Bodholdt Licensing is present, each ticket also shows the customer’s license details in the side panel — that’s the bonus, not a requirement.

Does the AI send replies automatically?

Never. It only drafts; a human always reviews and sends.

Is there a free version?

Yes — the Free tier covers 1 agent and 25 tickets a month across email, the form, and the portal. Upgrade when you need more agents, more volume, or the premium features.

What happens to my tickets if my license lapses?

Nothing is deleted. After a short grace period the desk reverts to Free-tier limits; renew anytime to restore your plan.

Custom fields

Add your own questions to the support form so the right details arrive with every ticket. On the main Ticketing settings screen, find Custom fields and add one field per line:

Order ID
Plan* | select | Free, Pro, Agency
More details | textarea

The format is Label | type | options:

Label is what the customer sees. Add a * after it to make the field required (for example Order ID*).
type is one of text, textarea, email, tel, url, number, select, or checkbox. Leave it off for a plain text box.
options are only used by select — list the choices after a second |, separated by commas.

Custom fields appear on both the support form and the Bodholdt Tickets block, and their answers are attached to the ticket so your agents see them right with the request.

Add the support form with a block

Besides the


			Contact support
			Your name
				
			Email
				
			Subject
				
						What’s this about?
				
									How can we help?
				
			Attachments (optional)
				
				Up to 5 files, 10 MB each (images, PDF, text/logs, zip, docs).
			
			
			
		
		Already submitted a request? Track your tickets & support →

shortcode, you can place the form with the block editor: add a block, search for “Bodholdt Support Form”, and drop it on the page. The block renders the same form — including your custom fields — on the front end.

Support credits & lifetime licenses

Bodholdt Tickets includes an optional paid-support model so you can offer free pre-sales help while charging for hands-on technical support. When it’s on, a new technical request from someone without an active subscription, an in-window license, or an available support credit is asked to buy a credit before a direct ticket opens. Pre-sales, feature ideas, bug reports, and billing questions always stay free.

If you sell lifetime licenses through Bodholdt Licensing, every lifetime purchase automatically grants non-expiring support credits to that customer — 15 for a 1-site license, 50 for 5 sites, and 150 for 25 sites — and they are added to any credits the customer already has, never overwritten. You can also grant or revoke credits by hand from the Support model panel.

Bodholdt Tickets Docs