Frequently Asked Questions

No. ThickGrass works with any theme and doesn’t depend on any other plugin. All data lives in its own database tables; it never modifies WordPress core files, core tables, or other plugins.

By design, every ticket created by staff must trace back to a logged interaction. An agent records a Call (phone, email, self-service, chat, or walk-in) and then either converts it into a ticket or closes it with a reason. Tickets can also be opened directly by end-users through the front-end portal. This keeps every request traceable to how it actually reached your team.

Yes — to open or track a ticket, a visitor must be logged in (mapped to the “End-user” role by default). The Knowledge Base, the live chat widget, and the email-approval landing page are the parts of ThickGrass that work without a login.

Yes. Statuses, priorities, impact, categories, ticket types, close reasons, and contact types are all managed from ThickGrass → Setup. Nothing is hardcoded, so you can rename, add, or deactivate values to match your own workflow.

Not yet — the email inbox supports a single monitored mailbox, which automatically matches incoming replies to existing tickets by their ticket-number tag in the subject. It doesn’t currently create new Calls from unrecognized senders.

Yes. The thickgrass/v1 namespace covers tickets, chats, mentionable users, and agent presence, authenticated by a logged-in session, a shared API key, or a personal per-user API key with its own scope. See the Documentation page for details.

Yes. Directory sync provisions users from Azure AD / Entra ID via Microsoft Graph on an hourly schedule, and a Sign in with Microsoft connector is available for login.

Yes — all strings go through WordPress’s standard translation functions under the thickgrass text domain, and the plugin ships a translation template. It doesn’t yet ship finished translations for any language out of the box. Separately, an on-demand “Translate” button can translate a ticket’s own content via a connected translation API — that’s a different feature from the plugin’s own UI language.

Nothing breaks. ThickGrass keeps working at full functionality with an expired or missing license — you’ll only lose access to automatic updates and see a quiet reminder in the admin. See Pricing for details.

Yes, to licensed customers — see Pricing for what’s included, or contact us with a question.