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Dokan Store Support

Dokan plugin has a built in widget for contact vendors for store pages. But it sends an email directly to the seller, exposing the mail address of the customer. The marketplace owners did not like it. So, we introduced this new support system for the vendors. This add-on will put a button on the store page.

Get support button on store page
Get support button on store page

When a customer creates a support ticket for the vendor, the vendor gets notified via mail that there is a customer waiting for support. Similarly, the customer gets notified via a mail when the seller has replied to his support topic.

Installation

The installation process is similar to any WordPress plugin. Navigate to wp-admin → Plugins → Add New → Upload Plugin and upload the .zip file that you downloaded from your account and activate.

Configuration

The marketplace admin only has to install and activate the plugin. The configuration is for vendors themselves. The vendors need to enable this feature from their vendor store settings page.

Instruction For Vendors

Navigate to – Vendor Dashboard → Settings → Store

At the bottom of the page, you will get two new fields-

  • Enable Support: You need to check the box for using store support feature.
  • Support Button Text: You can modify the store support button text from here.

After configuring, click on the Update Settings button.

Enable store support button in Dashboard ? Settings ? Store
Enable store support button in Dashboard → Settings → Store

Usage: Customer

View Existing Topics

After installing this add-on, the customers and the sellers, both will be able to see a new menu option on their my-account page. This button is to view the existing support tickets.

After click on the Seller Support Tickets menu, you will get to view all your tickets. You can also filter them by Open Tickets and Closed Tickets. If you wish to view details just click on the Title. You can also view status of each ticket, date and also order number.

Open a New Support Topic

To open a new support topic, you have to navigate to the store page. Right below the store banner, you will find a button. By clicking on that button, a new modal will open with necessary input boxes. If the user is not logged in, then the prompt box will ask the user to log in and then will let the customer use the support forum.

First, you need to log in to your account.

Login modal - store support

Now, visit your vendor’s store and you will notice a support button.

After clicking n the button you will be able to insert your question and query. And finally, send it to the vendor.

Referring to Orders inside Support Ticket

You can also refer to an order number inside your ticket. This greatly helps identify the order details.

Dokan Store Support Widget

When the marketplace admin adds Dokan Store Support extension to power up Dokan, it enables a widget that can be added to vendor stores. This widget includes a support form which has important fields like name, email and message. This can be used to contact a vendor on the go from their store.

Notification

If a customer creates a new support topic, then the seller will receive a notification email stating that he has to reply to a support topic containing the link to reply.

Similarly, when a seller replies to a topic, the customer will get a notification email stating that he has got a reply and will contain a link to view that topic.

Usage: Seller

If the plugin is installed and activated, the seller will see a new menu item in his dashboard menu named Support. He can navigate to the support tickets from there easily.

The default tab for the support dashboard page lists all the open or new tickets. There is also two other tabs to view all the tickets in one place and closed tickers in another. The seller can close any topic without opening it from the actions column. If needed, he can re-open a topic too.

Re-open and close topic from support dashboard
Re-open and close topic from support dashboard

Clicking on the topic hash or in the title takes the seller to the details of that ticket. The seller can reply from there and if needed he can change the status of the ticket after replying to that. Please note that the seller can not change the ticket status without writing anything on the box.

Support Reply Panel
Support Reply Panel

If you have any feature request or having difficulty to understand this doc, please let us know in our support forum.

Learn More About Dokan Store Support

Translation Text Domain

You have to rename the .mo file according to this format for translating: pluginname-languagecode_countrycode.mo
for this extension, just rename the .mo and .po file to the following –
dokan-store-support-languagecode_countrycode.po/mo
For example, in case of French Language, the code will be- dokan-store-support-fr_FR.mo

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