DMSI Support Desk — Features

DMSI Support Desk — Full Feature List

Integrated help desk for the DMSI DDLS customer portal — portal-based ticketing, automatic license verification, knowledge base, SLA tracking, and CSAT ratings.

Buy Now — €79/yr
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Portal-Based Ticketing

Ticket submission happens entirely within the existing DMSI DDLS customer portal — no new platform, no separate login, no friction.

  • Single portal, no separate login — Customers submit tickets from the same account they use to download purchases and manage licenses
  • Pre-populated ticket form — Product name and installed version from active licenses are pre-filled automatically
  • Multi-product support — Customers with multiple DMSI DDLS products can submit tickets for any of them from one portal
  • Ticket history in portal — Customers see all tickets (open, closed, pending) with status, replies, and resolution time
  • Email notifications — Customers receive email updates when ticket status changes or when an agent replies

License Verification

Stop wasting time asking for information you already have. Support Desk surfaces all relevant license data the moment a ticket arrives.

  • Automatic ticket enrichment — Every ticket includes product name, plugin version, license key, activation date, expiry date, and recent orders
  • License status indicator — Clear Active, Expired, or Suspended badge on every ticket for immediate visibility
  • Expired license detection — Customers with expired licenses see a renewal prompt during ticket submission, reducing agent time on expiry issues
  • One-click license lookup — Click directly from the ticket view to the customer’s full license record in DMSI DDLS
  • Manual license association — Agents can manually link a ticket to a specific license key when needed

Agent Workflow

A complete support workflow for your team — without leaving WordPress admin.

  • Ticket queue with status filters — View tickets by Open, Pending, On Hold, Resolved, or Closed; filter and sort by any combination
  • Agent assignment — Assign tickets to specific agents or groups; view workload breakdown per agent
  • Internal notes — Add notes visible only to agents for context, escalation, or inter-team communication
  • Canned responses — Save frequently used answers; insert them into replies with a single click
  • Ticket tagging — Apply custom tags for categorisation, reporting, and workflow filtering
  • Bulk actions — Select multiple tickets and assign, tag, close, or merge them in one action

Knowledge Base

Deflect common tickets before they’re submitted. Built-in knowledge base hosted on your WordPress site — no third-party dependency.

  • Built-in public knowledge base — Hosted on your WordPress site at a configurable URL; no external service required
  • Rich text article editor — Write articles with formatting, images, code blocks, and embedded media in the block editor
  • Article categories and search — Articles organised into categories with a search field for quick answers
  • Article helpfulness ratings — Each article has a “Did this help?” rating; low-rated articles flagged for review
  • Ticket deflection — As customers type a subject line, relevant knowledge base articles are suggested automatically
  • Article links in replies — Agents can insert knowledge base article links directly into ticket replies

SLA Tracking

Set, track, and report on response and resolution time commitments. Never miss a promised SLA.

  • Configurable SLA tiers — Create multiple rules (e.g., Standard: 24h first response, 72h resolution; Priority: 4h first response)
  • Automatic SLA timer — Timer starts on ticket creation, pauses on Pending status, resumes when customer responds
  • Breach warning alerts — Tickets approaching SLA deadline are highlighted; email alert sent before breach occurs
  • SLA compliance reporting — View percentage meeting targets, broken down by agent and time period
  • Service Management integration — When DMSI Service Management is active, contract SLA rules apply automatically to tickets

CSAT Ratings

Know how customers feel about your support — automatically, after every resolved ticket.

  • Automated CSAT surveys — Satisfaction survey email sent automatically when a ticket is closed
  • 1–5 star rating with optional comment — Customers rate their experience and leave freeform feedback
  • Scores by agent, product, and overall — View satisfaction at multiple levels to identify strengths and weaknesses
  • Low CSAT alert — Tickets rated 1 or 2 stars are flagged for manager review immediately
  • CSAT trends dashboard — Monitor satisfaction trends over time to measure impact of changes

Support Desk is included in the Business Bundle — save 30% with 5 extensions for €249/yr.

Buy Support Desk — €79/yr
Read the Documentation