The plugin includes a complete customer support ticketing system, built in to your WooCommerce store. Customers can open help requests directly from their My Account page or from any page where you have placed the support form shortcode. Every ticket is automatically linked to their license key, giving your support team instant context about the customer’s purchase.
Why Use the Built-in Support System?
When a customer has a problem with your software, they need to tell you which license key they are using. Normally this requires them to copy the key and paste it into an email – and they often get it wrong. The built-in ticket system solves this by letting them open a ticket directly from their license list, pre-filling the license information automatically. Your support team then sees exactly which product and key the ticket is about, without asking.
Where Customers Open Tickets
Customers can open a new support ticket from two places:
| Location | How to Access | Best For |
|---|---|---|
My Account → Support |
Customer logs in → My Account → Support tab → “Open New Ticket” button |
Customers who are logged in and want to manage all their tickets in one place |
Support Form Shortcode |
Any page where you placed |
A dedicated Support or Contact page that any logged-in customer can access directly |
Support Ticket Form Fields
| Field | What It Is | Required? |
|---|---|---|
Subject |
A short title for the ticket. Helps both the customer and support team understand the topic at a glance. |
Yes |
License Key |
A dropdown showing all the customer’s active license keys. They select which license the issue is related to. This pre-fills the ticket with all license details so your team does not have to ask. |
Yes |
Priority |
How urgently the customer needs help. Options: Normal, High, Urgent. Customers choose the level that best describes their situation. |
Yes |
Message |
The full description of the problem. The customer explains what is happening, what they expected to happen, and what they have already tried. |
Yes |
Attachments |
Optional files the customer can upload – screenshots, error logs, or any document that helps explain the problem. Multiple files can be attached at once. |
No |
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Ticket Status – What the Customer Sees
| Status | What It Means for the Customer |
|---|---|
Open |
The ticket has been received and is waiting for your support team to respond |
Pending |
Your team has responded and is waiting for the customer to reply with more information |
Closed |
The issue has been resolved and the conversation is archived. The customer can still view the ticket but cannot reply unless they open a new one |
What Happens After Submitting
1. Ticket is created with a unique number
The system generates a ticket number like WLV-1001. The prefix (“WLV-“) can be customised in Settings – see Plugin Settings.
2. Customer and admin both receive email notifications
The customer gets a confirmation email with the ticket number and a link to view it in My Account. Your admin team gets an email alert that a new ticket has been opened.
3. Customer can view ticket progress in My Account → Support
Under the Support tab, they see a list of all their tickets. Clicking a ticket number shows the full conversation thread.
4. When your team replies, the customer gets an email
Every staff reply triggers an email to the customer. They can reply by returning to My Account → Support → the ticket, or by clicking the link in the notification email.
Adding the Support Form to a Page
To add the support form to any WordPress page (like a Contact or Support page):
1. Create or open any WordPress page
Go to Pages → Add New, or edit an existing page.
2. Paste the shortcode in the page content
[wlv_support_form]
3. Publish the page
Logged-in customers who visit this page will see the support ticket form. Visitors who are not logged in will see a prompt to log in first.
Tips
- Link to the Support page in your product’s download confirmation email. Most customers want support immediately after installation – make it easy to find.
- The License Key dropdown in the ticket form pre-selects the customer’s license automatically. This context saves your support team from having to ask “which product and key are you using?” in their first reply.
- The support form requires the customer to be logged in. Customers who try to use it without logging in will be asked to log in first. Make sure your My Account / login page URL is easy to find.
- File attachments in tickets are stored securely on your server in a protected folder. They are not publicly accessible – only admins and the ticket owner can see them.