Turn your WordPress site into a real support desk
ThickGrass is a self-hosted helpdesk and ticketing system that lives inside WordPress — no monthly per-agent bill, no third-party server holding your customers’ data. Tickets, SLAs, live chat, a knowledge base, and automation, all running on infrastructure you already own.
Support software, minus the subscription tax
Most helpdesk platforms charge per agent, per month, forever, and keep your tickets on their servers. ThickGrass is a one-time-purchase WordPress plugin — every ticket, comment, attachment, and report lives in your own database.
Own your data
All tickets, calls, and knowledge base content live in ThickGrass’s own database tables on your server — no external ticket-hosting service in the loop.
No per-agent pricing
License a site, not a headcount. Add as many agents as your team needs.
Nothing hardcoded
Statuses, priorities, categories, ticket types, close reasons, business hours, and email templates are all configurable from the admin screens.
Works with any theme
No dependency on a specific theme or page builder. Drop the front-end shortcodes onto any page.
How it works
Feature highlights
Ticketing that fits your process
Configurable ticket types with automatic numbering, custom statuses/priorities/categories, public comments vs. internal work notes, and a full audit trail per ticket.
SLAs that respect business hours
Four tracked targets, calculated against each organization’s real working hours, with automatic pause/resume on hold, breach alerts, and escalation.
Self-service that actually gets used
A public, no-login knowledge base agents can also drop straight into a reply, cutting repeat tickets before they’re even opened.
Live chat, built in
Real-time chat between visitors and agents, with online-agent presence and one click to turn a conversation into a full ticket.
Automation that skips the busywork
Rule-based automation, recurring ticket templates, email-domain routing, and outbound webhooks so routine work handles itself.
Reporting managers can act on
SLA compliance, ticket volume, and per-agent KPI reports, plus a live wallboard for the team screen.
Room to connect and extend
A REST API, personal API keys, Azure AD / Entra ID directory sync, and Sign in with Microsoft for teams that need it.
Approvals without the login dance
Route a ticket for approval and let the approver say yes or no straight from an email link — no account required.
A ready-made portal for your own customers
ThickGrass ships with ThickGrass-ServicePortal, a companion WordPress theme for the site where your customers actually use the plugin — a branded Open a Ticket / My Tickets / Knowledge Base / Live Chat front end, seeded automatically on activation. No extra charge, no separate setup guide to follow.
Read more in the Documentation →