Escalated for WordPress

A full-featured helpdesk and ticketing system for WordPress with multi-role support, SLA tracking, escalation rules, inbound email processing, macros, and a REST API.

Download

• Latest plugin package: escalated.zip
• All releases: Releases

Features

• Ticket management with threaded conversations, internal notes, and activity timeline.
• Custom support roles: escalated_admin and escalated_agent.
• Department-based routing and assignment workflows.
• SLA policies with first-response and resolution targets.
• Automated escalation rules and scheduled SLA checks.
• Customer-facing frontend ticket pages via shortcodes.
• Guest ticket submission and secure guest ticket access.
• Inbound email ingestion via Mailgun, Postmark, and Amazon SES webhooks.
• Canned responses, macros, and tag management.
• Bearer token REST API with per-token abilities and rate limiting.
• Attachment support with configurable upload limits.
• Satisfaction ratings and reporting views.

Requirements

• WordPress 6.0+
• PHP 8.1+

Installation

1. Place this plugin in your WordPress plugins directory:
   • wp-content/plugins/escalated
2. Activate Escalated from the WordPress Plugins screen.
3. Go to Escalated in wp-admin and configure:
   • Departments
   • SLA Policies
   • Escalation Rules
   • Settings

Frontend Shortcodes

Use these shortcodes on WordPress pages:

• [escalated_tickets] - Logged-in requester ticket list.
• [escalated_create_ticket] - Logged-in requester new ticket form.
• [escalated_view_ticket] - Ticket detail view:
  • Logged-in users: expects ?ticket=ESC-123
  • Guests: expects ?guest_token=<token>
• [escalated_guest_create] - Guest ticket creation form (if enabled in settings).

REST API

• Namespace: /wp-json/escalated/v1
• Auth: Authorization: Bearer <api-token>
• Default rate limit: 60 requests/minute per token (configurable via api_rate_limit setting)

Main route groups:

• /auth/validate
• /tickets
• /departments
• /tags
• /canned-responses
• /macros
• /agents
• /dashboard
• /admin/api-tokens

Inbound Email Webhooks

Inbound route pattern:

• POST /wp-json/escalated/v1/inbound/{adapter}

Supported adapters:

• mailgun
• postmark
• ses

Scheduled Tasks (WP-Cron)

On activation, Escalated schedules:

• escalated_check_sla (every minute)
• escalated_evaluate_escalations (every 5 minutes)
• escalated_auto_close (daily)
• escalated_purge_activities (weekly)

Development

Install dependencies:

composer install

Run tests (WordPress test suite required):

vendor/bin/phpunit -c phpunit.xml.dist

If needed, set WP_TESTS_DIR to your local WordPress tests library path before running PHPUnit.

License

MIT. See LICENSE for details.