To get the most out of NativeDesk, it helps to understand how the system organizes your support operations and how to navigate the interface inside your WordPress dashboard.
Core Concepts
- Tickets: The central building block of NativeDesk. Every customer request, issue, or question is captured as an individual ticket that moves through various statuses (e.g., Open, Pending, Resolved) until closed.
- Frontend Customer Portal: A dedicated space on your website where users can submit new tickets, check the status of existing requests, and communicate with your team without needing access to the WordPress admin backend.
- Unlimited Agents: Unlike traditional SaaS helpdesks that charge per seat, NativeDesk allows you to add as many support team members as you need.
- Private Internal Notes (Pro): A secure communication channel visible only to your support staff inside a ticket, allowing your team to collaborate or discuss the issue behind the scenes without the customer seeing.
- Custom Form Fields (Pro): Tailored fields added to your ticket submission form so you can gather specific diagnostic information, order numbers, or bug types unique to your business.