Running customer support through a shared Gmail inbox or Slack messages does not scale. When customers cannot track their requests and agents cannot see interaction history, response times slow, issues get duplicated, and customers churn.
DoubleScale Pro includes a complete helpdesk module with ticket management, SLA tracking, team assignment, email-to-ticket conversion, and automation — all inside your WordPress dashboard and connected to your CRM contacts.
Enabling the Helpdesk Module
- Go to DoubleScale → Modules
- Toggle Helpdesk to Active
- A new Helpdesk menu item appears in the DoubleScale sidebar
Step 1: Set Up Support Inboxes
- Go to DoubleScale → Helpdesk → Settings → Inboxes → Add Inbox
- Name: “General Support”, Email: support@yoursite.com
- Configure email forwarding: set a forwarding rule to the DoubleScale webhook address shown
- Or configure IMAP polling: provide IMAP server details and DoubleScale polls every few minutes
Step 2: Create Ticket Categories
Go to DoubleScale → Helpdesk → Settings → Categories. Create: Technical Issue, Billing, Feature Request, General Enquiry, Refund Request. Assign a default agent or team to each category for automatic routing.
Step 3: Define SLA Policies
| Priority | First Response | Resolution |
|---|---|---|
| Urgent | 1 hour | 4 hours |
| High | 4 hours | 8 hours |
| Normal | 8 hours | 24 hours |
| Low | 24 hours | 72 hours |
DoubleScale tracks SLA compliance in real time. Tickets approaching the deadline turn orange; breached tickets turn red; agents receive automated escalation notifications.
Step 4: Create the Support Form
- Create a WordPress page (e.g., /support/)
- Add the shortcode: [doublescale_support_form inbox=”general-support”]
- Customers submit tickets directly from this page, each submission notifies the assigned agent
The Agent View
Each ticket in DoubleScale shows the customer name and full CRM profile (total spend, previous tickets, email history, tags), full conversation thread, SLA countdown timer, priority and category, internal notes not visible to the customer, and attachment support.
The CRM context is particularly valuable: an agent can see immediately that this is a VIP customer who has spent 2,000 EUR in the last year and prioritise accordingly, without switching to a separate tool.
Automating Support Workflows
Auto-Assignment Rules
Go to Helpdesk → Settings → Automation Rules. Create rules: “If category = Billing → Assign to Billing Team”, “If subject contains refund → Set priority = High”, “If customer tag = VIP → Set priority = Urgent”.
Satisfaction Survey Automation
Trigger: Helpdesk Ticket Resolved → Wait 24 hours → Send Email with CSAT survey → If Rating 1-2: Create internal task for customer success → If Rating 4-5: Request public review on WordPress.org or Google.
Helpdesk Reporting
- Total tickets opened and resolved per period
- Average first response time
- Average resolution time
- SLA compliance rate
- Customer satisfaction scores
- Top ticket categories — shows where to invest in documentation
- Agent performance: tickets handled, response time, satisfaction scores per agent
Part of the DoubleScale team — building the all-in-one WordPress CRM for small businesses, agencies, and WooCommerce stores.