Why are notification emails not delivering?
99% of email issues stem from unauthenticated server mail (wp_mail()). Ensure that:
- You completed Step 4 (SMTP setup) in the NativeDesk > Mail settings tab or through an active SMTP plugin.
- The “From Email” address matches the domain authorized by your email provider.
- You have sent a successful test email using your SMTP diagnostic tool.
Can guests submit support tickets?
Yes. The [nativedesk_ticket_form] shortcode accepts submissions from non-logged-in users. When a guest submits a ticket, they will receive an automated email confirmation with a secure access link to view updates.
Can guests access the ticket portal?
No. The [nativedesk_portal] shortcode requires an active account session so customers can securely browse their request history. Unauthenticated users viewing a page with [nativedesk_portal] will be prompted to log in.
Why are live polling or REST API updates failing in the admin area?
If ticket updates fail to load dynamically:
- Check if a caching plugin or security rule (e.g., Cloudflare, Wordfence) is blocking REST API endpoint calls (
/wp-json/nativedesk/...). - Ensure NativeDesk is updated to version 1.8.3 or higher, which includes REST API security and endpoint hardening.