Docs – SupportCandy https://supportcandy.net The most reliable customer support plugin and ticket system for WordPress Wed, 17 Jun 2026 09:58:09 +0000 en-US hourly 1 https://wordpress.org/?v=7.0 https://supportcandy.net/wp-content/uploads/2022/07/cropped-logo-32x32.png Docs – SupportCandy https://supportcandy.net 32 32 How to enable AI Assistant https://supportcandy.net/docs/how-to-enable-ai-assistant/ Thu, 04 Jun 2026 10:48:35 +0000 https://supportcandy.net/?post_type=docs&p=348326

The AI Assistant is part of the Productivity Suite Addon, designed to boost agent efficiency and elevate your customer experience. Follow this quick guide to activate and access your AI Assistant.

 

Prerequisites

⚠ Note: To use the AI Assistant, you must first have the Productivity Suite addon installed on your platform.

Step-by-Step Activation Guide

  1. Navigate to Productivity Suite: Log into your admin dashboard and go to Support → Settings → Productivity Suite.
  2. Enable the Feature: Locate the AI Assistant toggle, switch it to Enabled, and click Save.
  3. Configure Your Settings: Once activated, you can fully customize your brand voice and guidelines by navigating to the new settings page at Support → Settings → AI Assistant.

 

What's Next?

Once enabled, your agents will immediately gain access to powerful features directly within their ticket editor, including Auto Draft Replies, Instant Ticket Summaries, and Polished Replies tailored to your brand voice.

Learn how your can train the AI Assistant in the later articles.

]]> Auto Draft Responses https://supportcandy.net/docs/auto-draft/ Fri, 29 May 2026 12:22:31 +0000 https://supportcandy.net/?post_type=docs&p=348281

Overview

The Auto Draft Reply (AI) feature automatically generates a suggested reply for support agents using AI.

It helps agents respond faster by generating:

  • Context-aware responses
  • Professional and well-structured replies
  • Grammatically correct content
  • Relevant answers based on knowledge base and past tickets

This helps reduce response time while maintaining reply quality and consistency.

 

Where to Find

Dashboard → Support → Ticket List → Open any Ticket → Auto Draft (AI)

AI auto draft reply action button
Auto Draft Generation

The AI automatically creates a suggested reply based on:

  • Current ticket conversation
  • Customer message history
  • AI training data (RAG)
  • Knowledge base or documentation content

The generated reply is inserted directly into the reply editor for review.

 

Generated Reply Features

Professional Tone

The AI generates responses that are:

  • Professional
  • Clear and easy to understand
  • Customer-friendly
Context Awareness

The AI attempts to understand:

  • Customer issues
  • Previous conversation messages
  • Ticket-related context
Editable Draft

Agents can fully modify the generated response before sending it.

Use this when:

  • You want to save reply time
  • You need a quick response suggestion
  • You want consistent support communication

How It Works

When clicking Auto Draft action in individual ticket, an agent can automatically generate a draft reply based on the ticket conversation and available training data.

The AI will:

  • Analyze the ticket conversation
  • Understand customer queries and context
  • Generate a relevant and professional response form RAG
  • Create a ready-to-review draft reply

The generated draft appears in popup, where agents can review, modify, or append or replace it into reply.

Note: Only agents who have permission to reply to tickets can use this feature.

 

Step-by-Step Guide

  1. Go to Dashboard → Support → Ticket List
  2. Open any support ticket
  3. Click on Auto Draft in the reply editor
  4. Wait while AI generates the draft response
  5. Review the generated reply
  6. Edit the response if needed
  7. Send the reply to the customer

 

Feature Interface
AI auto draft feature

Options Available

Append

Adds the AI-generated draft reply below your existing message.

Use this when:

  • You want to compare both versions
  • You want to keep your original content and add AI suggestions
  • You want to manually combine both responses

Replace

Replaces your current message with the AI-generated draft reply.

Use this when:

  • You are satisfied with the AI-generated response
  • You want a clean and professional final reply
  • You want to quickly respond without manual editing

 

Notes / Tips

  • Always review the AI-generated reply before sending
  • Edit the draft if additional information is required
  • Works best when ticket conversations contain clear context
  • AI responses improve when proper RAG training data is available
  • Large ticket conversations may take slightly longer to process
  • Make sure AI settings (API key, provider, and training setup) are properly configured
  • AI-generated drafts should be reviewed for accuracy before sending to customers
]]> Timer https://supportcandy.net/docs/timer-api/ Tue, 26 May 2026 09:52:29 +0000 https://supportcandy.net/?post_type=docs&p=348192

Timer Logs

Retrieves timer log entries for a ticket.
Use this request to fetch timer activity associated with a specific ticket in SupportCandy. You can filter logs by status to return running, paused, or all timer logs.
HTTP Request
GET
/wp-json/supportcandy/v2/tickets/<id>/timer-logs
Available parameters
Parameter Type Description
status string Filters timer logs by their current state.
Supported values:
- `running` — returns currently running timer logs
- `paused` — returns paused timer logs
- `all` — returns all timer logs
If this parameter is not provided, the request returns stopped logs by default.
Example
curl --location --request GET 'http://localhost/wp-json/supportcandy/v2/tickets/123/timer-logs' \ --header 'Authorization: Basic YWRtaW46bjVJWSBYc3pUIGlxN3MgSHhKWCA3YVdBIDlOblI='
]]> Usergroups https://supportcandy.net/docs/usergroups/ Tue, 26 May 2026 09:46:11 +0000 https://supportcandy.net/?post_type=docs&p=348184

List all usergroups

This API helps you to list all usergroups.

HTTP Request
GET
/wp-json/supportcandy/v2/usergroups
Example
curl --location --request GET 'http://localhost/wp-json/supportcandy/v2/usergroups'\ --header 'Authorization: Basic YWRtaW46bjVJWSBYc3pUIGlxN3MgSHhKWCA3YVdBIDlOblI='

Get single usergroup

This API helps you to list a single usergroup.

HTTP Request
GET
/wp-json/supportcandy/v2/usergroups/<id>
Example
curl --location --request GET 'http://localhost/wp-json/supportcandy/v2/usergroups/1' \ --header 'Authorization: Basic YWRtaW46bjVJWSBYc3pUIGlxN3MgSHhKWCA3YVdBIDlOblI='
]]> AI Training https://supportcandy.net/docs/ai-training/ Mon, 25 May 2026 10:04:55 +0000 https://supportcandy.net/?post_type=docs&p=348159

Overview

The AI Training section is used to manage all training data uploaded to the Retrieval-Augmented Generation (RAG) system. This area allows administrators to upload files, import URLs, assign categories, manage expiration settings, and monitor indexing status for AI training items.

The system supports multiple types of training sources including files, URLs, support tickets, and BetterDocs content.

Anyone who has capability ‘Manage AI Training’ can:

  • Add new training items
  • Upload PDF and TXT files
  • Train AI using URLs
  • Assign categories to training items
  • Set expiration periods
  • Monitor indexing status
  • Delete training data from the AI provider and database

Each training item is processed and indexed into the RAG system for AI retrieval and response generation.

 
Where to Find
Support → Settings → AI Assistant → AI Training
AI training table

How It Works

When a new training item is added:

  1. The item is queued for processing.
  2. The training data starts uploading to the RAG system using a cron event.
  3. The system processes each item one by one.
  4. After successful indexing, the status changes to Indexed.
  5. If processing fails, the status changes to Failed and the system automatically removes the failed training data.

Training data can originate from:

  • Uploaded files
  • URLs
  • Support tickets
  • BetterDocs articles

 

Supported Training Sources

The AI Training system supports the following sources:

  • File: Upload TXT or PDF files
  • URL: Train AI using website content
  • Ticket: Train AI using support ticket data
  • BetterDocs: Import BetterDocs documentation

 

Expiry System

Each training item can optionally have an expiry period.

Supported expiry durations:

  • Days
  • Months
  • Years

Default behavior:

  • Training items never expire unless configured.

When the expiry date is reached:

  • The training data is automatically deleted from:
    • The AI provider
    • The database

This helps maintain clean and up-to-date AI datasets.

 

Add New AI Training Item

  1. Navigate to:

    Support → Settings → AI Assistant → AI Training

  2. Click the Add New button at the top of the page.

  3. Choose the type of training source:

    • File Upload
    • URL
    • Other supported integrations

  4. Depending on the selected source:

    • Upload PDF/TXT files
    • Enter a URL
    • Select an integrated content source

  5. Select a category for the training item.

    • Customer Support Tickets
    • Technical Documentation
    • Product Information
    • Business Documents

  6. Choose whether the training item should expire.

    • Never expires
    • Expire after days/months/years

  7. After saving:

    • Status is initially set to New
    • The indexing process starts automatically by scheduled cron event

 

Training Status Types

  • New: The training item has been added and is waiting for processing or indexing.
  • Processing: The training item started to upload to selected provider.
  • Indexed: The training data has been successfully uploaded and indexed into the RAG system.
  • Failed: The training process failed or error occurred while uploading to AI provider.
  • Deleted: The training process failed will be deleted by cron event.

 

Bulk Actions

Bulk actions allow administrators to manage multiple training items at once.

  • Bulk Delete: Delete multiple AI training items in a single action.

 

Search and Category Filter

The AI Training page includes:

  • Search functionality
  • Category filtering dropdown

These tools help quickly locate training items.

 

Notes / Tips

  • Organize training data using categories for better management.
  • Use meaningful category names for easier filtering.
  • Expiry settings help automatically clean outdated AI training data.
  • Large datasets may take time to process and index.
  • Failed training items are automatically cleaned up by the system.
  • Review training status regularly to ensure successful indexing.
  • Deleting a training item permanently removes it from the RAG system and database.
]]> Betterdocs AI Integration https://supportcandy.net/docs/betterdocs-ai-integration/ Mon, 25 May 2026 10:03:32 +0000 https://supportcandy.net/?post_type=docs&p=348157

Overview
The BetterDocs Training feature allows the AI Assistant to use your BetterDocs knowledge base articles as training data using RAG (Retrieval-Augmented Generation).

This helps the AI provide more accurate and knowledge-based responses using your documentation.

You can use BetterDocs, Tickets, or both together to train the AI Assistant.

 

Where to Find
Dashboard → Support → Settings → AI Assistant → BetterDocs

How It Works
The system syncs BetterDocs articles and uses them as a knowledge source for AI responses.

Once configured:

  • BetterDocs articles are used as training data
  • Admin must manually sync articles
  • The AI uses this data along with ticket training (if enabled)
  • Helps generate more accurate and documentation-based responses

 

Step-by-Step Guide

  1. Go to Dashboard → Support → Settings → AI Assistant
  2. Open the BetterDocs tab
  3. Enable BetterDocs Integration
  4. Click on Submit
  5. Scroll to Data Synchronization & Actions
  6. Choose a sync option (Re-Sync, Sync Missing, or Delete Data)

 

Options / Settings

BetterDocs Integration Status

Enable or disable BetterDocs training.

  1. Enabled → BetterDocs articles will be used for AI training
  2. Disabled → BetterDocs data will not be used

 

Data Synchronization & Actions

Re-Sync BetterDocs Posts

Deletes all previously synced BetterDocs data and syncs all articles again for AI training.

Use this when:

  • You update or restructure documentation
  • You want to refresh all training data

 

Sync Missing BetterDocs Posts

Syncs only BetterDocs articles that were not previously synced.

Use this when:

  • New docs are added
  • You want faster sync without reprocessing old data

 

Delete All BetterDocs Training Data

Deletes all previously synced BetterDocs training data.

Use this when:

  • You want to reset documentation training
  • You no longer want to use BetterDocs data

 

How It Works with Ticket Training

You can use both training sources together:

Tickets → Real customer conversations
BetterDocs → Structured knowledge base

Combining both helps AI:
Provide accurate answers
Use real-world context + official documentation

 

Where to View Training Data

You can view the synced training data at:
Dashboard → Support → AI Training

 

Notes / Tips

  • Enable BetterDocs only if the plugin is installed and configured
  • Run sync after enabling the integration
  • Use Re-Sync after major documentation updates
  • Use Sync Missing for regular updates
  • Combine BetterDocs and Ticket Training for best AI results

]]> Ticket Training https://supportcandy.net/docs/ticket-training/ Mon, 25 May 2026 10:02:03 +0000 https://supportcandy.net/?post_type=docs&p=348155

Overview
The Ticket Training feature allows the AI Assistant to learn from your existing tickets using RAG (Retrieval-Augmented Generation).

Admins can select which tickets should be used for training based on their status and then sync them with the AI system.

During this process, all sensitive information (PII) is automatically removed to ensure data privacy.

Where to Find
Dashboard → Support → Settings → AI Assistant → Ticket Training

How It Works
The system uses selected tickets to improve AI-generated responses.

Once configured:

  • Only tickets with selected statuses are included in training
  • Admin must manually sync tickets to apply training
  • All synced data is cleaned to remove personal or sensitive information (PII)
  • The trained data is stored and used by AI to provide better responses

 

Step-by-Step Guide

  1. Go to Dashboard → Support → Settings → AI Assistant
  2. Open the Ticket Training tab
  3. Enable Ticket Training
  4. Select allowed ticket statuses for training
  5. Click on Submit
  6. Scroll to Data Synchronization & Actions
  7. Choose a sync option (Re-Sync, Sync Missing, or Delete Data)

 

Options / Settings

Ticket Training Status

Enable or disable the ticket training feature.

  • Enabled → AI can use ticket data for training
  • Disabled → No ticket data will be used

Allowed Statuses for Ticket Training

Select which ticket statuses should be included in training.

Only tickets with selected statuses will be used
Helps control the quality of training data

 

Data Synchronization & Actions

Re-Sync All Tickets

Deletes all previously synced ticket data and syncs all tickets again for AI training.

Use this when:
You change training settings
You want to refresh all training data

Sync Missing Tickets

Syncs only tickets that were not previously synced for AI training.

Use this when:
New tickets are added

Delete All Ticket Training Data

Deletes all previously synced ticket training data.

Use this when:
You want to reset training completely
You no longer want to use existing training data

Where to View Training Data

You can view the synced ticket training data at:
Dashboard → Support → AI Training

 

Notes / Tips

  • Make sure to select only relevant ticket statuses for better AI results
  • Use Re-Sync if data seems outdated or incorrect
  • Use Sync Missing for regular updates
  • All personal and sensitive data (PII) is automatically removed during training
]]> Training Categories https://supportcandy.net/docs/training-categories/ Mon, 25 May 2026 10:00:23 +0000 https://supportcandy.net/?post_type=docs&p=348153
Overview

The Training Categories feature helps organize AI training data into meaningful groups. Categories make it easier to manage, filter, and identify different types of training content used by the AI Assistant.

Administrators can create custom categories based on their business needs such as Support Tickets, Technical Documentation, Product Information, URLs, Educational content or any other training source.

 

Where to Find

Support → Settings → AI Assistant → Training categories
AI training categories
How It Works

The Training Categories system allows administrators to:

  • Create custom categories for AI training data
  • Organize different types of training sources
  • Assign categories to training items
  • Edit existing categories
  • Delete unused categories
  • Manage training data in a structured way

Each category acts as a container for related AI training items.

For example:

  • Support-related conversations can be assigned to Customer Support Tickets
  • Documentation content can be assigned to Technical Documentation
  • Website links can be assigned to URLs

This improves training data organization and makes category-based management easier.

 
Step-by-Step Guide
  1. Navigate to:
    Support → Settings → AI Assistant → Training Categories
  2. Click the Add new button.
  3. Enter the category name.
  4. Save the category.
  5. The new category will appear in the categories table.
 
Notes / Tips
  • Categories can be created based on any business requirement.
  • Multiple training items can be assigned to the same category.
  • Unused categories can be edited or deleted anytime. While deleting if category is assigned to any training then category must be replace with another category before deleting.
  • Proper category organization helps maintain cleaner AI training datasets.
]]> Polish Reply https://supportcandy.net/docs/polish-reply/ Wed, 18 Mar 2026 11:10:19 +0000 https://supportcandy.net/?post_type=docs&p=347843
Overview

The Polish Reply (AI) feature helps agents improve and refine their response before sending it to the customer.

It uses AI to enhance the message by making it:

  • More professional

  • Clear and well-structured

  • Grammatically correct

This helps agents send high-quality replies with minimal effort.

 
Where to Find

Dashboard → Support → Ticket List → Open any Ticket → Reply Editor → Polish (AI)

How It Works

Agents can write a reply as usual in the ticket editor and then use the Polish (AI) option.

The AI will:

  • Analyze the written message

  • Improve tone and clarity

  • Fix grammar and formatting

The improved version is shown in a popup, where agents can choose how to use it.

Note: Only agents who have permission to reply to tickets can use this feature.

Step-by-Step Guide
  1. Go to Dashboard → Support → Ticket List
  2. Open any ticket
  3. Write your reply in the editor
  4. Click on Polish (AI)
  5. Review the improved response in the pop-up
  6. Choose one of the following:
    Append → Add the improved text to your existing reply
    Replace → Replace your current reply with the improved version
 
Feature Interface
Options Available

Append

Adds the AI-generated improved text below your existing message.

Use this when:

  • You want to compare both versions

  • You want to keep original content and add improvements

Replace

Replaces your current message with the AI-polished version.

Use this when:

  • You are satisfied with the improved response

  • You want a clean and professional final reply

 
Notes / Tips

  • Always review the AI response before sending

  • Use Replace for quick improvements

  • Use Append if you want to compare versions

  • Works best when your initial message has basic context

  • Make sure AI settings (API key, provider) are properly configured

]]> Ticket Summary https://supportcandy.net/docs/ticket-summary/ Wed, 18 Mar 2026 11:09:36 +0000 https://supportcandy.net/?post_type=docs&p=347841
Overview

The Ticket Summary feature uses AI to automatically generate a quick summary of the conversation within a ticket.

It helps agents quickly understand the issue, previous responses, and overall context without reading the entire thread.

 
Where to Find

Dashboard → Support → Ticket List → Open any Ticket

How It Works

The AI Assistant analyzes the full ticket conversation, including customer messages and agent replies.

It then generates:

  • Key discussion points

  • Important updates or responses

  • Overall customer sentiment

This summary is displayed inside the ticket for quick reference.

Note: Only agents who have permission to read tickets can use this feature.

 
Step-by-Step Guide
  1. Go to Dashboard → Support → Ticket List
  2. Open any ticket
  3. Scroll down to the reply section
  4. Go to the AI Overview section
  5. Click Generate button to create a ticket summary
 
What Information is Included

The AI-generated summary may include:

  • Main customer query or issue

  • Important agent responses

  • Key actions or clarifications

  • Overall customer sentiment (e.g., Unhappy, Neutral, Happy)

 
Notes / Tips

  • This feature saves time by avoiding manual reading of long conversations

  • The summary is automatically generated based on ticket content

  • If the ticket is updated, the summary may also change

  • Ensure AI settings (API key, provider) are properly configured for this feature to work

]]>