SupportCandy – Easy Digital Downloads

Integrating SupportCandy with Easy Digital Downloads

The integration of SupportCandy with Easy Digital Downloads is a significant enhancement for online businesses that require efficient customer support systems. This add-on merges the functionalities of SupportCandy—designed for ticket management—with Easy Digital Downloads, a popular plugin for selling digital products. This seamless combination allows businesses to provide a more straightforward and efficient support experience, enhancing user satisfaction and streamlining operations.

Enhancement Features of SupportCandy Easy Digital Downloads

To facilitate this integration, new custom field types have been introduced: EDD Product and EDD Order. These features allow for a more comprehensive support ticket creation process while providing agents with crucial order information.

How It Works

1. Custom Field Types:

2. The integration introduces two specific custom fields—EDD Product and EDD Order. These fields can be included in the support ticket form. This means that when a customer raises a support ticket, they can link it directly to a specific product they purchased or an order they placed. This feature is particularly useful as it allows both customers and agents to streamline their interactions based on actual purchase data.

3. Customized Ticket Forms:

4. By adding the EDD Product and EDD Order fields to the ticket forms, businesses can gather pertinent information directly related to the customer’s inquiry. This personalization not only aids in the initial handling of the ticket but also provides a clearer context for the support agent who will respond.

5. Enhanced Customer Interface:

6. Customers visiting their purchase history page will now notice a convenient “Get Help” button. When clicked, this button leads to the Support page and automatically selects the relevant order in the ticket form. This direct link eliminates unnecessary steps for customers, thereby enhancing usability and reducing the likelihood of frustration when seeking support.

7. Comprehensive Agent Tools:

8. Support agents benefit significantly from this integration as well. They are equipped with access to the customer’s order history, including data such as total spent and specific product details, right within the support ticket. This allows agents to provide more informed and timely assistance based on the customer’s inquiry.

9. Quick Access to Order Details:

10. Apart from seeing order history, agents can view detailed order information directly linked to the support ticket. This capability means that an agent answering a ticket can instantly verify purchase details instead of having to search through different