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Features

Everything you need to run support, built into WordPress

ThickGrass isn’t a single tool bolted onto WordPress — it’s a full support-desk platform. Every section below ships in the plugin; nothing here requires a separate add-on purchase.

Ticketing & Case Management

  • Configurable ticket types — Automatic, per-type numbering (REQ-00001, INC-00001, or your own prefixes) — add as many types as you need.
  • Calls (interaction log) — Agents log an incoming phone call, email, or walk-in in seconds, then either convert it into a full ticket or close it with a reason. It’s the only way staff open a ticket, so every request stays traceable back to how it actually reached your team.
  • Custom statuses, priorities, impact & categories — All editable from the admin, not hardcoded.
  • Public comments vs. internal work notes — Reply to the requester, or leave a note only staff can see.
  • File attachments — Drag-and-drop upload, shown inline in the ticket’s activity feed.
  • Ticket custom fields — Collect extra structured data on a ticket, scoped by ticket type, category, assignment group, location, status, business service, or tags.
  • Checklist templates — Attach a reusable checklist to a ticket automatically based on its type or category, so nothing gets skipped.
  • Business service tagging — Flag which system or service a ticket relates to, and optionally require it before a ticket can be resolved.
  • Full activity log — Every status change, assignment, comment, and attachment on one chronological timeline per ticket.
  • Saved views — Agents and managers save their own ticket filters, and share them with the team.

SLA Management

  • Four tracked targets per ticket — Assignment, first response, first update, and resolution.
  • Rules scoped to what matters — Organization, priority, category, and ticket type.
  • Real business hours, not the wall clock — SLA deadlines are calculated against each organization’s actual working hours, including automatic pause and resume when a ticket goes on hold.
  • Visual breach indicators — On the ticket list and ticket screen, plus automatic escalation when a target is missed.
  • CSV-exportable SLA reports — For management review.

Organizations & Teams

  • Organizations — Group requesters by company or department, each with its own weekly business hours.
  • Assignment groups — Route tickets to the right team, with agents mapped to one or more groups.
  • Role mapping — WordPress Administrators, Editors, and Subscribers map to ThickGrass Managers, Agents, and End-users by default, adjustable to your site’s own roles.

Self-Service & Knowledge

  • Knowledge Base — A public, no-login article library, searchable via shortcode, that agents can also insert directly into a ticket reply.
  • Canned responses — Reusable reply templates with merge fields (ticket number, title, requester name, and more), scoped by assignment group and/or location.
  • Custom intake forms — Build a form (text, textarea, select, checkbox, file fields) tied to a shortcode, so a specific request type lands as a pre-filled, pre-routed ticket automatically.
  • Satisfaction surveys — Per-ticket CSAT plus a separate periodic survey sent to recently active users on a schedule you control.

Live Chat & Real-Time Support

  • Live chat widget — For the front-end portal, with a roster screen controlling which agents are available to take chats and a live “online now” indicator.
  • Quick-start messages — Configurable buttons that let a visitor start a chat with one click instead of typing.
  • Chat-to-ticket conversion — Turn any closed chat into a full ticket in one step, keeping the conversation attached.
  • Internal discussion board — A private space for agents and managers to discuss internal matters, kept entirely off the public-facing portal.

Automation & Workflow

  • Automation rules New — Build “when X, if Y, then Z” logic: trigger on ticket creation, a field change, a new comment, an SLA breach or at-risk warning, or an approval event; check conditions; then set a field, add a tag, or fire a webhook.
  • Recurring ticket templates — Automatically open a real ticket on a daily, weekly, or monthly schedule, for the maintenance and check-in work that happens like clockwork.
  • Email routing rules — Auto-assign new tickets to an assignment group based on the requester’s email domain.
  • Webhooks — Deliver a signed JSON payload (including ready-made Slack and Microsoft Teams formatting) whenever a ticket is created, changes status, or gets a new comment, through a durable retry queue.

Reporting & Analytics

  • SLA reports — Compliance performance with CSV export.
  • Volume reports — A weekday-by-hour heatmap of ticket creation, plus a daily backlog trend.
  • Saved / custom reports — Build your own report, keep it private or share it with the team.
  • KPI goals & reports — Set per-agent performance targets and see actuals measured against them.
  • Wallboard — A live, TV-facing dashboard for the team floor, with configurable panels and refresh interval.
  • Audit log — A read-only record of configuration changes across every Setup screen, separate from each ticket’s own activity log.

Approvals

  • Email-based approvals — Request an approval on a ticket and let the approver reply yes or no straight from an email link, with no login required. The ticket automatically moves through configurable “awaiting / approved / rejected” statuses, and can pause its SLA while it waits.

Notifications

  • Configurable email templates — For ticket creation, status changes, replies, and SLA breaches — edited from the admin, not hardcoded into the plugin.
  • IMAP inbox polling — Point ThickGrass at a mailbox, and replies sent by email are automatically matched back to the right ticket.
  • Send email — Directly from a ticket for anything outside the standard templates.

Integrations & Extensibility

  • REST API — A thickgrass/v1 namespace covering tickets, chats, mentionable users, and agent presence, authenticated by logged-in session, a shared API key, or personal per-user API keys with configurable read/write scope.
  • Directory sync — Sync users from Azure AD / Entra ID via Microsoft Graph on an hourly schedule, with optional group-to-organization mapping and directory-field mapping into user profiles.
  • Sign in with Microsoft New — A first-party OIDC login connector for teams already standardized on Microsoft identity.
  • Works alongside any WordPress SSO plugin — Already matching users by email.

Administration & Security

  • One Setup screen, every configurable list — Assignment groups, ticket types, priorities, statuses, categories, organizations, agents, end-users, SLA definitions, knowledge base, canned responses, and custom forms.
  • Per-user API keys — With expiry and scope, for integrations that shouldn’t share one master credential.
  • Licensing that never locks your data — A license key controls automatic updates and a discreet admin reminder only. There is no scenario where ThickGrass stops working because a license lapsed.
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