=== Hive Support | AI-Powered Help Desk, Live Chat and Chatbot ===
Contributors: hivesupport,shahinsalehiin,darklup,wpcommerz
Donate link: https://gethivesupport.com
Tags: customer support, ticketing system, helpdesk, live chat, AI chatbot
Requires PHP: 7.4
Requires at least: 6.5
Tested up to: 7.0
Stable tag: 2.0.3
License: GPLv2 or later
License URI: http://www.gnu.org/licenses/gpl-2.0.html

The All-In-One Help Desk, Live Chat & AI Chatbot Plugin for WordPress.

== Description ==

<p>Improve your WordPress customer support with Hive Support - a complete AI and human hybrid helpdesk built for modern WordPress businesses. Manage tickets, run live chat, deploy an AI chatbot trained on your own content, and handle every support request from one clean dashboard inside WordPress.</p>

<p>✨ AI that learns from your own content. Upload your documentation, product pages, or TXT and DOCX files. The AI reads from there and gives specific, accurate answers instead of generic ones.</p>

<p>🎫 With a reliable ticket system, easily manage and organize support tasks, reducing confusion and boosting efficiency across your team.</p>

<p>With Hive Support's live chat, enjoy real-time conversations that build stronger customer connections. Automate tasks with customizable triggers to update your workflow and speed up response times.</p>

<p>Get real-time insights with agent reports and quickly resolve common queries using canned responses. Stay connected with customers and create a support experience that's efficient, reliable, and ready for the future.</p>


[youtube https://www.youtube.com/watch?v=xwEf0D0Yjuk]

<p><a href="https://gethivesupport.com" target="_blank">🚀 <strong>Get Pro</strong></a>  <span>|</span> <a href="https://gethivesupport.com/docs/" target="_blank"><strong>Docs</strong></a> </p>


<h3> ✴️ Hive Support Key Features </h3>

✅  <strong>Ticket Management System (Free) - </strong> Manage unlimited tickets, agents, and customers with customizable filters and statuses.

✅  <strong>Business Inbox (Free) - </strong> Create and customize multiple support mailboxes. (Web-based and Email Based)

✅  <strong>Agent Activity Tracking (Free) - </strong> Monitor all activities and agent performance reports in one interface to ensure team productivity and efficient support.

✅  <strong>AI Chatbot with RAG Knowledge Base (Pro) - </strong> Deploy a 24/7 AI chatbot trained on your own documentation, product pages, and uploaded TXT or DOCX files. Accurate, specific answers every time.

✅  <strong>AI to Human Handoff (Pro) - </strong> When AI cannot help, customers request a live agent. Your team gets notified instantly and takes over the chat with full conversation history.

✅  <strong>Live Agent Takeover (Pro) - </strong> Agents can take over any active AI chat directly from the WordPress admin panel in real time.

✅  <strong>Support Queue with Real-Time Notifications (Pro) - </strong> Every handoff request joins a live support queue visible in your WordPress dashboard. Accept, convert to ticket, or dismiss requests from one place.

✅  <strong>All Chat History in One Inbox (Pro) - </strong> Every AI chat and live chat conversation is stored and fully searchable in your inbox. Returning visitors pick up right where they left off.

✅  <strong>Reply Tickets with AI (Pro) - </strong> AI drafts replies to support tickets using your knowledge base. Agents review, edit, and send.

✅  <strong>Customizable Chatbot (Pro) - </strong> Set a custom bot name, upload an avatar, choose brand colors, write custom instructions, and add pre-defined questions.

✅  <strong>Live Chat (Pro) - </strong> Enable or disable live chat on any page and customize the chat widget appearance. Control who can use live chat — all visitors or logged-in customers only.


<h4> More Features of Hive Support </h4>

<ol>
    <li><strong>Manage Support Agents (Free) - </strong> Easily add, edit, and manage support agents with customizable permissions. Track their performance through detailed reports and assign tasks efficiently. Update or remove agent information whenever needed.</li>
    <li><strong>Ticket Reports (Free) - </strong> Access detailed reports to optimize your customer support system. View detailed stats on tickets and agent activities. Analyze all ticket data to improve customer support ticket system efficiency.</li>
    <li><strong>Email Notifications (Free) - </strong> Send customizable email notifications to customers and agents, including subject and body text.</li>
    <li><strong>Response Templates (Pro) - </strong> Create pre-made reply templates for common customer inquiries, allowing your support team to respond quickly and consistently. Manage and customize templates easily, and insert them with a single click to streamline responses.</li>
    <li><strong>Automation Trigger (Pro) - </strong> Automate responses to routine inquiries using customizable templates, allowing your team to focus on more complex issues. Create unlimited automation triggers with IDs and titles for different tasks, and use events, conditions, and actions to streamline ticket management.</li>
    <li><strong>Custom Ticket Fields (Pro) - </strong> Customize ticket forms with fields like text, number, dropdown, radio, and checkbox to capture necessary details. Add options to each field to suit your needs.</li>
    <li><strong>Agent Performance Reports (Pro) - </strong> Track agent performance with reports on opened, closed, and assigned tickets to improve decision-making and productivity.</li>
    <li><strong>Integration Capabilities (Pro) - </strong> Hive Support is fully integrated with Telegram, Slack, Discord, and WhatsApp. Also integrates with WooCommerce, EDD, weDocs, BetterDocs, and OpenAI.</li>
</ol>

<h3>🛡️ GDPR Compliant Helpdesk</h3>

<p>Hive Support is a WordPress self-hosted helpdesk, that gives you full control and ownership of your data with no reliance on external SaaS. Stay secure and GDPR-compliant.</p>

<h3>📌 Why Choose the Hive Support Plugin for your WordPress Website?</h3>

<h4>⏳ Improved Response Time</h4>

<p>Hive Support automates tasks like responses, ticket prioritization, and workflows to reduce response times and resolve issues faster.</p>

<h4>📑 All-inclusive Analytics and Reporting</h4>

<p>Gain insights into common issues, response times, and customer satisfaction to improve your support services.</p>

<h4>🛡️ Better User Experience</h4>

<p>Hive Support improves user experience with easy access to live chat, AI chatbot, FAQ, and support tickets, ensuring smooth interactions.</p>

<h4>🔗 Integration with Other Tools</h4>

<p>Hive Support integrates with popular tools like Telegram, Slack, Discord, and WhatsApp, elevating your customer support system's capability.</p>

<p><strong>📍 Useful Guide for Integrations:</strong></p>


<ul>
<li><a href="https://gethivesupport.com/docs/telegram-integration/" target="_blank">Telegram Integration</a></li>
<li><a href="https://gethivesupport.com/docs/slack-integration/" target="_blank">Slack Integration</a></li>
<li><a href="https://gethivesupport.com/docs/discord-integration/" target="_blank">Discord Integration</a></li>
<li><a href="https://gethivesupport.com/docs/manage-your-tickets-using-whatsapp-with-hive-support/" target="_blank">WhatsApp Integration</a></li>
</ul>


<h4>⚙️ How to Use Hive Support on your WordPress Site</h4>

<p>We have complete documentation for installing Hive Support on any WordPress website. Follow the tutorial - 👉 <a href="https://gethivesupport.com/docs/getting-started-with-hive-support/" target="_blank"> How to Install the Hive Support.</a> </p>

<h3>🎉 Other Plugins from WPCommerz</h3>
<p>We offer a range of essential plugins to help you grow your WooCommerce business more efficiently.</p>

<p>✳️ <a href="https://wordpress.org/plugins/guidant/" target="_blank"><strong>WP Guidant:</strong></a> Use WP Guidant to create multi-step guided selling processes and increase conversion rates effortlessly.</p>

<p>✳️ <a href="https://wordpress.org/plugins/darklup-lite-wp-dark-mode/" target="_blank"><strong>Darklup:</strong></a> Transform your site with Darklup's smart dark mode, delivering a sleek and user-friendly experience.
</p>

<p>✳️ <a href="https://wordpress.org/plugins/wceazy/" target="_blank"><strong>wcEazy:</strong></a> Boost sales and update your store with wcEazy's all-in-one solution and powerful modules.
</p>

<strong>❤️ Loved Hive Support?</strong>

<ul>
<li>Join our <a href="https://www.facebook.com/groups/wpcommerz" target="_blank">Facebook Group</a></li>
<li>Learn from our tutorials on <a href="https://www.youtube.com/@wpcommerz8042" target="_blank">Youtube Channel</a></li>
<li>Or rate Hive Support on <a href="https://wordpress.org/plugins/hive-support/#reviews" target="_blank">WordPress</a></li>
</ul>


## Privacy Policy
Hive Support uses [Appsero](https://appsero.com) SDK to collect some telemetry data upon user's confirmation. This helps us to troubleshoot problems faster & make product improvements.

Appsero SDK **does not gather any data by default.** The SDK only starts gathering basic telemetry data **when a user allows it via the admin notice**. We collect the data to ensure a great user experience for all our users.

Integrating Appsero SDK **DOES NOT IMMEDIATELY** start gathering data, **without confirmation from users in any case.**

Learn more about how [Appsero collects and uses this data](https://appsero.com/privacy-policy/).


== Installation ==

**The easy way.**

Go to your WordPress Dashboard. Navigate to Plugins > Add New and then search for "Hive Support". Click on Install and then Activate the Plugin.

That's it, Hive Support is now activated on your site!

**The hard way..**

Download "Hive Support" and then extract the zip file and just drop the contents in the wp-content/plugins/ directory of your WordPress installation and then activate the Plugin from Plugins page.


== Frequently Asked Questions ==

= 1. Who should use the Hive Support plugin? =
Hive Support plugin can be beneficial to anyone who needs to manage customer support inquiries on their WordPress website. Examples of businesses or organizations that might benefit from a support ticketing system plugin includes websites for selling products online, providers of online services, companies that make software and more. In general, any company or organization that needs to manage customer inquiries or support requests in an organized and efficient manner can benefit from using the Hive Support plugin.

= 2. Do I need any coding knowledge to access this plugin? =
No, You don't need to know any code to access the plugin. This plugin is very easy to use.

= 3. Is it easy to use? =
Yes, you just need to get the plugin and install it. Overall accessing process is very much user-friendly.

= 4. Is it compatible with other tools? =
Yes, it is completely compatible with all themes and other tools.

= 5. Do I need an OpenAI API key to use the AI features? =
Yes, an OpenAI API key is required to use the AI chatbot and related features. The ticketing system, live chat, and mailbox features all work without any API key on the free plan.

= 6. What AI features are available in the free version? =
The free version includes the basic AI chatbot widget. Advanced AI features including RAG knowledge base, AI to human handoff, support queue, live agent takeover, conversation history, and reply tickets with AI are available in Hive Support Pro.

= 7. Can I control who uses the live chat? =
Yes. With Hive Support Pro you can allow all visitors to start a live chat, or restrict it to logged-in customers only. This gives you full control over who can reach your team directly.

= 8. Is Hive Support self-hosted? =
Yes. Hive Support runs entirely inside your WordPress installation. Your customer data stays on your own server. There is no reliance on external SaaS platforms.


== Screenshots ==

1. Helpdesk & Customer Support Ticket Plugin for WordPress.
2. Statistical representation on overall tickets and staff performance.
3. Automatically assign ticket to staff.
4. Build the custom ticket fields as you need.
5. Integrate the total system with other social media.
6. AI chatbot with RAG knowledge base trained on your own content.
7. AI to human handoff with live support queue.
8. All chat history stored and searchable in one inbox.


== Changelog ==

= 2.0.3 =
* Fixed: Ticket detail page failing to load for guest users
* Fixed: REST API authentication — all endpoints now correctly send authentication headers
* Fixed: Missing nonce on Activities, Reports, Ticket Fields and Email Settings pages
* Fixed: Settings > Email page not loading
* Fixed: AI chat widget showing error when instructions field was empty
* Fixed: Action name mismatch causing Activities page to fail
* Fixed: Timezone crash in ticket timestamps
* Fixed: Material Symbols icons not displaying in chat widget
* Improved: ChatGPT Settings — updated to latest OpenAI models
* Improved: ChatGPT Settings — API key now masked for security
* Improved: ChatGPT Settings — Test Connection button added
* Improved: Removed non-functional Fine-tuning option
* Security: Sanitized user input in AI chat handler
* Security: Removed unused dead code and debug logs

= 1.2.12 =
   - Improvement: Enhanced security across multiple endpoints
   - Improvement: Email notifications now display agent and customer names correctly
   - Improvement: Activity log now accurately reflects ticket creation source
   - Improvement: Ticket identifier generation improved for better uniqueness
   - Improvement: Reports chart labels corrected
   - Fix: Agent role management now preserves existing WordPress user roles
   - Fix: Mailbox endpoint protection strengthened

= 1.2.11 =
- Fix: Some minor issues
- Optimized: Plugin security and performance

= 1.2.7 =
- Fix: Some minor issues
- Optimized: Plugin security and performance
- Fix: Flush rewrite rules issues
- Fix: Agent permission update issue
- Email data display issue in Mailbox

= 1.2.6 =
- Fix: WooCommerce and EDD order display issues
- Fix: Some minor issues
- Optimized: Plugin security and performance

= 1.2.5 =

- Fix minor issues
- Optimized plugin file size

= 1.2.2 =

- Redirect users to the onboarding page upon first activation.
- Enhanced onboarding options for a smoother setup experience.
- Fixed issue where the auto-generated page was not being created.
- Improved the Email Template editor for better usability.
- Added Visual and Text editing modes to the Email Template editor.
- Introduced additional customization options for email templates.
- Refined the default Email Template design for a more polished look.

= 1.2.1 =

- Fixed color contrast issue in the chat widget.
- Added login form to the support page for non-logged-in users.
- Added registration form to the support page for non-logged-in users.
- Added reset password form to the support page for non-logged-in users.
- Added an option to customize the message for non-logged-in users.
- Fixed various security issues.
- Resolved compatibility issues with HiveSupport Pro 1.2.2.

= 1.2.0 =

- Added Plugin Welcome Setup Wizard for easy onboarding.
- Added Global Settings Page in the admin panel.
- Fixed Pro Version plugin update notification not displaying.
- Fixed Pro Version webhook ticket email not sending issue.
- Fixed responsive design issues for better usability.
- Fixed AI Chat "Send on Enter" functionality.
- Other minor bug fixes and improvements.

= 1.1.9 =
- Added default support page when install plugin
- Fixed AI chat CSS  Issue
- Added Dashboard Page
- Improved admin design
- Improved Menu alignment design

= 1.1.8 =
- Resolved PHP error to enhance system stability.
- Fixed the issue where the chat widget was not displaying for logged-in users.
- Improved ticket table responsiveness for better mobile and tablet usability.

= 1.1.7 =
- Fixed admin settings responsive issue
- Fixed front-end support ticket responsive issue
- Added AI Chat widget on free version
- Fixed AI chat response text formatting issue
- Fixed some security issues



= 1.1.6 =
- Fixed Mailbox data not save issue

= 1.1.5 =
- Fixed Ticket Update wrong time shown issue
- Fixed translate error issue on WordPress 6.7

= 1.1.4 =
- Fixed WordPress 6.7 compatibility issue

= 1.1.3 =
- Fixed SQL injection bug issue
- Fixed sanitization and escaping issue

= 1.1.2 =
- Fixed file upload vulnerability issue
- Fixed sanitization and escaping issue
- Fixed some other issues

= 1.1.1 =
- Fixed Hive Support Pro version 1.1.4 compatibility issue
- Fixed some other issue

= 1.1.0 =
- Fixed internal error
- Fixed membership plugin compatibility issue
- Fixed Admin mail notification not send issue when ticket create
- Fixed Translate issue
- Fixed Email markdown not work for response_text issue
- Update POT File

= 1.0.9 =
- Added New ticket badge
- Added ticket New reply badge
- Added ticket Delete option
- Added ticket bulk Delete option
- Added ticket bulk status close option

= 1.0.8 =
- Fixed mailbox add not working issue

= 1.0.7 =
- Hive Support PRO latest version compatibility
- Fixed PHP Warning
- Improved performance

= 1.0.6 =
- Added admin notice for pro version compatibility information
- Fixed creacritical error issue

= 1.0.5 =
- Fixed missing string translation issue

= 1.0.4 =
- Fixed admin mail not sending when create ticket issue
- Fixed translate not working issue

= 1.0.3 =
- Fixed wrong ticket update time issue
- Fixed admin ticket reply preloader not working issue
- Fixed time zone issue

= 1.0.2 =
- Added RTL Support
- Fixed mail markdown error issue
- Fixed font family conflict issue
- Integrated Appsero

= 1.0.1 =
- Fixed WordPress 6.5.4 compatibility Issue
- Fixed console error
- Fixed Ticket media file upload issue

= 1.0.0 =
This is the initial release of Hive Support.


== Upgrade Notice ==

= 2.0.3 =
Major update. Includes critical bug fixes for REST API authentication, ticket loading, nonce verification, and AI chat stability. Update recommended for all users.