A help desk plugin built for WordPress
Full-featured ticketing, SLA tracking, escalation rules, and inbound email processing — all running inside your WordPress installation. No external services required.
$ wp plugin install escalated --activateWhy Escalated
Why Escalated for WordPress
Built to feel like it shipped with WordPress itself.
Native Admin Integration
Manage tickets, departments, SLA policies, and escalation rules directly from your WordPress admin panel. No external dashboards needed.
Shortcode-Powered Frontend
Customer-facing ticket pages via shortcodes — ticket lists, creation forms, detail views, and guest submission. Drop them onto any page.
Inbound Email Processing
Receive tickets and replies via email through Mailgun, Postmark, and Amazon SES webhooks. Conversations flow naturally from any channel.
Getting Started
How It Works
Three steps from zero to a working help desk.
Install the Plugin
wp plugin install escalated --activate
Configure Settings
Set up departments, SLA policies, escalation rules, and email channels from the Escalated menu in wp-admin.
Add Shortcodes
Place [escalated_tickets] and [escalated_create_ticket] on any page to give customers a support portal.
Features
WordPress-Native Features
Everything you need to run a professional support desk from your WordPress admin.
Ticket Management
Threaded conversations, internal notes, and a full activity timeline. Assign tickets to agents and departments with flexible routing.
SLA Tracking & Escalation
Define first-response and resolution targets per department. Automated escalation rules and scheduled SLA checks via WP-Cron.
Custom Support Roles
Built-in escalated_admin and escalated_agent roles with granular capabilities. Integrates with WordPress's native role system.
REST API
Full REST API under /wp-json/escalated/v1 with bearer token auth, per-token abilities, and configurable rate limiting.
Canned Responses & Macros
Save time with reusable response templates and macros. Automate common workflows and keep replies consistent.
Guest Ticket Support
Allow unauthenticated users to submit tickets with secure guest access tokens. No WordPress account required for customers.
Shortcodes
Drop-In Shortcodes
Add a customer support portal to any page with a single shortcode.
// Ticket list for logged-in users [escalated_tickets] // New ticket form [escalated_create_ticket] // Ticket detail view [escalated_view_ticket] // Guest ticket creation (if enabled) [escalated_guest_create]
Ready to add a help desk to WordPress?
Install the plugin, configure your departments and SLA policies, and you're live. Open source, self-hosted, and GPL-licensed.