A support helpdesk that never leaves your server

Included free 12

• Tickets & conversations

  Free

  Replies, statuses and file attachments in one clean conversation thread.

  • Customers open a ticket from the storefront widget or your site — logged in, or as a verified guest.
  • Agents reply from wp-admin and can leave internal notes customers never see.
  • Move each ticket through Open, Pending, Resolved and Closed.
  • Attach images, PDFs and text files — stored outside direct web access.
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• Order-aware context

  Free

  The WooCommerce order sits right next to the ticket — no tab hopping.

  • Link a ticket to an order by ID; customers can pick theirs when they write in.
  • See items, totals, payment method, shipping and a status timeline in the ticket.
  • HPOS compatible. Billing address and phone only appear if you allow it in Privacy settings.
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• Guest access, no account

  Free

  Shoppers get help with an order number and email — no password to create.

  • The customer enters their order number and billing email.
  • Deskovi emails a one-time code that expires in 10 minutes (and is rate-limited).
  • Verified guests can open and follow their tickets right away.
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• Priority & assignment

  Free

  Know what is urgent and who owns it.

  • Set Low, Normal, High or Urgent — anything above Normal shows a badge in the list.
  • Assign a ticket to any agent; they get an email.
  • Filter the list: All, Unassigned, or Assigned to me.
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• Search, filters, bulk actions & CSV

  Free

  Handle a busy queue in a few clicks, then take the data with you.

  • Search by subject, customer name or email — results are paginated server-side, so big queues stay fast.
  • Filter by status, priority and category, and save a view per agent.
  • Tick several tickets to change their status or delete them together.
  • Export exactly what you are looking at (current search and filter) as a UTF-8 CSV.
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• Canned replies

  Free

  Write an answer once, reuse it forever — with the details filled in for you.

  • Save a reply with placeholders: {customer_name}, {customer_email}, {order_id}, {agent_name}.
  • Pick it from the reply box; the placeholders fill in from the open ticket.
  • Anything unrecognised is left as-is so you spot it before sending.
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• Merge duplicates & split tickets

  Free

  Keep one conversation per problem: fold duplicates together, or pull a second question out into its own ticket.

  • Merge a duplicate into the main ticket; messages, notes and attachments move across in order.
  • Split a ticket from any message: that message and the ones after it become a new ticket.
  • The new ticket keeps the customer and the order; nobody gets an email you did not choose.
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• Refunds & invoice resend

  Free

  Fix the problem from the ticket — no digging through orders.

  • Leave the amount blank to refund everything left, or type a partial amount.
  • If the payment gateway supports refunds, the money goes back through it. If not, Deskovi records a manual refund and tells you to return the payment yourself.
  • Resend the order invoice email in one click.
  • Needs WooCommerce order-editing permission; every action is written into the ticket thread.
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• Email notifications

  Free

  The right people hear about the right events — and nothing else.

  • Agents are emailed about new tickets and customer replies.
  • Assigned agents are emailed when a ticket is handed to them.
  • Customers are emailed when an agent replies.
  • Each one can be switched off. Sent with wp_mail(), so it works with your existing SMTP plugin.
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• Storefront widget

  Free

  A launcher on your shop lets shoppers start a ticket without leaving the page.

  • Turn it on, pick bottom-right or bottom-left, and choose light, dark or system theme.
  • It loads lazily after interaction — and never on cart or checkout.
  • When the widget is off, nothing extra loads on your store.
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• Privacy & data control

  Free

  Your customers’ data stays yours — and you decide how much agents see.

  • Choose whether billing address and phone are shared with agents (off by default).
  • Set a retention period (30–180 days) and the historical order window.
  • Plugs into WordPress Tools → Export / Erase Personal Data.
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• Diagnostics & activity log

  Free

  See what Deskovi has been doing — and share a support-safe report when you need help.

  • A health report covers WordPress, WooCommerce, PHP and plugin versions.
  • Copy the report to share; nothing is ever uploaded automatically.
  • The activity log records ticket events, notifications and order actions.
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Included in Deskovi Pro 15

• Email channel

  Pro

  Work from your own mailbox: new emails become tickets, and replies land in the right thread.

  • Connect Gmail or Google Workspace, Microsoft 365 or Outlook, or any IMAP mailbox. You register your own app; there is no relay server.
  • New emails become tickets. Replies are matched to the right ticket, quoted history and signatures are removed, and bounces, auto-replies and newsletters are ignored.
  • Agents can answer a notification email by replying to it — a signed code and the agent’s own address are required.
  • A health page and alerts tell you when a sign-in is lost or polling stops.
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• Automation rules

  Pro

  Let rules do the routine: assign, prioritise, tag and note — without ever emailing a customer by mistake.

  • Rules run when a ticket is created, a customer replies, a status changes, an order changes status, or an SLA timer runs out.
  • Conditions look at the text, customer, category, priority, order total and history.
  • Actions: assign to one agent, in turn or to whoever has the fewest open tickets; set priority or status; add a note; add a tag.
  • Practice mode records what a rule would do without changing anything.
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• SLA & response times

  Pro

  Never miss a first-response window.

  • Set first-reply and resolution targets per priority, in working time with your hours and holidays.
  • The clock can pause while a ticket waits for the customer.
  • Timers show on every ticket and in the list; a Needs attention queue lists the most urgent first.
  • Warnings and breaches are emailed once to the right people — never to customers.
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• AI assistant (bring your own key)

  Pro

  Draft, summarise and translate — with your own OpenAI or Anthropic key, and nothing sent without an agent.

  • Draft a reply that knows the order: items, status, tracking and refunds so far.
  • Summarise a long thread, polish or translate your own text, get a suggested priority, category and saved reply.
  • Customer names, emails, phone numbers, addresses and card numbers are replaced by placeholders before anything leaves your site.
  • Off by default, every feature switched on separately, with a daily limit and an audit log.
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• Self-service in the widget

  Pro

  Answer "where is my order?" before it becomes a ticket.

  • Before a customer sends a ticket, the widget shows the status and tracking of their order.
  • It suggests pages of your site that may already answer the question, then asks “Did this answer your question?”.
  • Only the customer’s own order is shown, and only to a logged-in or verified customer.
  • A Self-service screen shows how often the panel answered the question.
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• Order tools

  Pro

  Refund chosen items, cancel, edit the address, send a replacement or a coupon — from the ticket.

  • Refund chosen items or an amount, with restock, through the payment gateway where it supports it.
  • Change the order status, cancel the order, add an order note (private or to the customer) and edit the shipping address.
  • Create a replacement order or a one-time coupon for the customer.
  • Every change is noted on the ticket and the order.
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• Reports & weekly digest

  Pro

  See how the desk is doing: volume, speed, workload and what the store learns from it.

  • New tickets over time, first-reply and resolution times, backlog, reopen rate, and a comparison with the period before.
  • Per-agent workload and a time-tracking report.
  • Store view: tickets per product and category, the share of orders that led to a ticket, refunds issued from tickets.
  • An optional weekly or monthly summary email to your team.
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• Satisfaction ratings (CSAT)

  Pro

  Ask customers how it went — and learn where to improve.

  • When a ticket is resolved, the customer gets one email with five one-click rating links.
  • A rating is confirmed on a page, so mail scanners cannot rate by accident.
  • A low score adds an internal note and can trigger an automation rule.
  • See averages per agent and over time. Off by default.
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• Team tools

  Pro

  Work side by side without stepping on each other.

  • A notice appears when a colleague has the same ticket open or is writing a reply.
  • @mention a colleague in an internal note; they get one email.
  • Reply drafts survive closing the tab; hand a ticket over with a required note.
  • Star and watch tickets, log time with a timer, and work from the keyboard (j/k, r, s, w, Ctrl+Enter, ?).
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• Tags & custom fields

  Pro

  Add the details your team needs to every ticket.

  • Tag tickets, filter by tag, and let a rule tag them for you.
  • Define up to 15 internal fields (text, number, dropdown, checkbox, date) shown under "Details".
  • Customers never see them; they move with a merge and are deleted with the ticket.
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• Roles & permissions

  Pro

  Decide who may do what.

  • A Support Manager role, and a table where an administrator decides which role may refund, use AI, see reports, set up rules and manage mailboxes.
  • Limit a role to its own and unassigned tickets.
  • Store managers get ticket access automatically, once, so you can take it away.
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• Webhooks, chat apps & REST API

  Pro

  Send ticket events to Slack, Discord, Teams, Telegram or your CRM — and read them back through an API.

  • Signed webhooks for Zapier, Make, n8n or your CRM, and messages to Slack, Discord, Microsoft Teams and Telegram.
  • Sent in the background with retries and a delivery log; customer details are left out unless you ask for them.
  • A REST API with read or read/write keys to look at tickets, create them, reply and look a customer up by email.
  • Every event also fires a PHP action for your own code.
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• Auto-reply, auto-close & retention

  Pro

  Keep the queue tidy without lifting a finger.

  • Send an automatic acknowledgement when a ticket arrives.
  • Close tickets that have waited too long for the customer, with a preview first.
  • Optionally delete old resolved or closed tickets in small daily batches (off by default).
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• Import from other helpdesks

  Pro

  Bring your history with you from Help Scout, Zendesk, Freshdesk and others.

  • Upload the CSV export and map the columns.
  • Check the preview first: dates and tags are kept, customers get no email.
  • Import the same file twice and nothing changes.
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• Setup checklist & settings transfer

  Pro

  Get running in minutes, and move your setup between stores.

  • A ten-step checklist ticks itself off as you configure mailboxes, rules, SLA and more.
  • Export rules, SLA, self-service and AI settings (never keys or mailboxes) and import them on another store.
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