DMSI Support Desk — FAQ
Common questions about the helpdesk ticket system, agent workflows, and customer portal integration.
GETTING STARTED
What is DMSI Support Desk?
DMSI Support Desk adds a full helpdesk ticket system to your DMSI DDLS customer portal. Customers submit tickets from the same portal where they manage licenses and downloads. Your team manages tickets from the WordPress admin with assignments, priorities, internal notes, and canned responses.
Who is DMSI Support Desk for?
- Plugin and theme developers who provide customer support
- Agencies managing support for multiple digital products
- Any business selling through DMSI DDLS that needs organized customer support
- Teams that want support integrated with license data (no switching between systems)
Why not use a separate helpdesk tool?
Because Support Desk lives inside WordPress, your support agents see the customer’s license status, purchase history, and activation data right next to their ticket — no context switching. Tickets are linked to products and licenses automatically.
PRICING
How much does DMSI Support Desk cost?
€79/year. Includes the plugin, all updates, and standard support.
Is there a launch discount?
Yes — 30% off your first year. You pay €55.30 for the first year, then €79/year on renewal.
Is Support Desk included in any bundle?
Yes. Support Desk is included in the Business Bundle — 5 extensions for €249/year (save 30% over buying individually).
What happens if I don’t renew?
Your existing tickets and support history remain accessible. The ticket system continues working. You lose access to updates and support.
FEATURES
How do customers submit tickets?
From the DMSI DDLS customer portal. They select the product, describe the issue, and attach files if needed. Tickets are automatically linked to their license and purchase data.
Can I assign tickets to team members?
Yes. Assign tickets to specific agents, set priorities (Low, Normal, High, Urgent), and add internal notes visible only to your team. When Team Management is active, assignments integrate with team roles.
What are canned responses?
Pre-written reply templates for common questions. Create a library of responses and insert them with one click when replying to tickets. Saves time on repetitive support queries.
Does it support email notifications?
Yes. Customers receive email notifications when their ticket is updated. Agents receive notifications for new tickets and replies. Notification templates are customizable.
Can customers attach files?
Yes. File attachments are supported on both customer submissions and agent replies. Configurable file type and size limits.
INSTALLATION
What are the requirements?
- DMSI DDLS (free core plugin) — required
- WooCommerce — required
- WordPress 6.0 or higher
- PHP 8.0 or higher
How do I install Support Desk?
- Purchase and download from your DMSI account
- Upload via WordPress Plugins → Add New → Upload Plugin
- Activate the plugin
- Navigate to DMSI → Support Desk to configure departments, priorities, and notification settings
Do customers need to create a separate account?
No. Support Desk uses the same WordPress/WooCommerce customer accounts. Any customer who has purchased through your store can submit tickets.
COMPATIBILITY
Does it work with Service Management?
Yes. When both are active, tickets from clients on service contracts automatically receive the SLA treatment defined in their contract tier. Priority contracts get Priority SLA — no manual configuration per ticket.
Does it work with Team Management?
Yes. When both are active, ticket assignments integrate with team roles. You can see which agent handled which ticket and track support workload per team member.
Can I export ticket data?
Yes. Ticket data is available via CSV export and through the DMSI DDLS REST API for integration with external reporting tools.
SUPPORT
What support is included?
Standard support is included with your license. Submit tickets through your DMSI account dashboard.
Where can I find the documentation?
Documentation is available at dmsi.gr/docs/dmsi-support-desk/. Includes setup guides, department configuration, canned response management, and SLA integration.
How many agents can use Support Desk?
There is no limit on the number of support agents. Any WordPress user with the appropriate role can be assigned tickets.