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Help Centre: questions and answers

Answers to the questions people ask: 47 of them, free to read before you buy.

  1. Can customers send me a screenshot?Yes.
  2. Where do the files people send me go?Into wp-content/uploads/trhc-attachments/, not your media library, so nothing a customer sends can turn up in a media picker or on a page by accident.
  3. The help centre is a 404The address is a rewrite rule, so WordPress needs to be told about it.
  4. Can I use my own page instead?Yes.
  5. Search finds nothing usefulThree things to check: Have your articles got excerpts? The excerpt is weighted above the body, and it is what people see in the results. A members-only article is the…
  6. An article shows no summary in search or on its topic pageIt has a password, or a membership plugin keeps it for its members (MemberPress, Paid Memberships Pro, WooCommerce Memberships, Restrict Content Pro, Members, s2Member, Groups or…
  7. An FAQ has gone from the listIt has a password, or a membership plugin keeps it for its members.
  8. An FAQ answer with [trasl_help_centre] in it is emptyThe help centre is not drawn inside an FAQ answer.
  9. Why are readers not asked what they were looking for?Settings → Article Page → After a No, ask what was missing has to be on, and so does Show a "Was this helpful?" vote above it.
  10. Words in angle brackets are missing from a subject or a noteA request's subject, a reader's note and a search on the Requests screen are kept on one line with anything shaped like an HTML tag taken out: a < followed by a…
  11. A reader's note is not in "What readers said"A note is kept when the reader's No on that article was counted in the hour before, one note for each vote.
  12. Why does a nonsense search return nothing rather than something?Deliberately.
  13. The table of contents is not showingIt needs at least three h2 or h3 headings.
  14. My articles are not on the help centre front pageThe front page lists topics and the articles in them, so an article with no topic only turns up in search.
  15. The help centre only shows "Still stuck?"It has no published articles or FAQs yet.
  16. Can I make the help centre private?Yes.
  17. Can I change how the front page looks?Yes, without CSS.
  18. The help centre is dark on my light siteUpdate to 1.2.31.
  19. Can customers reply by email?Not in this version.
  20. A customer says their link does not workThe link carries a key that opens only their request.
  21. Do customers need an account?No, as long as Allow requests without an account is on.
  22. A customer signed up, and their earlier request is not in their listThat request was sent as a guest, and it stays behind the link in their confirmation email.
  23. Can a shop manager answer requests?Yes.
  24. Can billing questions go straight to one person?Yes.
  25. Does my colleague find out when I assign them a request?Yes, while Email me when a request arrives is on: they get an Assigned to you email with a link to the request and the customer's first message.
  26. Why do I not see ratings?"How did we do?" is switched off on a desk that had Help Centre before ratings were added, so your customers are not asked something new without you choosing it.
  27. Can requests close themselves when the customer never answers?Yes.
  28. A request says "Resolved automatically" and I did not resolve itIt waited on the customer for the number of days chosen under Settings → Support Desk → Resolve requests waiting on the customer, with no reply.
  29. A request did not resolve itself after the number of daysThe count starts at your last reply, not at the last activity.
  30. The form says "You have sent several requests in a short time"Each visitor can open five requests in ten minutes, and each email address five in an hour.
  31. Where do notification emails come from?WordPress sends them, using whatever your site is configured to use.
  32. Can I change who gets notified?Settings → Emails → Send notifications to.
  33. Why is my reply not emailing the customer?Check Email the customer on updates is on.
  34. Does it work with page caching?Yes.
  35. Can customers pick the order their question is about?Yes, on a WooCommerce shop when they are signed in.
  36. Can a link open the form with the topic already chosen?Yes.
  37. Can customers ask about a product from its page?Yes, on a WooCommerce shop.
  38. Can I import my existing articles?Yes: Help Centre articles are ordinary WordPress posts of their own type, trhc_article, so any importer that lets you choose the post type can bring them in.
  39. Deleting spam requestsSomething got past the form and the queue is full of junk.
  40. Resolve said "Nothing was changed"Apply asks how many customers it will email before it resolves anything, and it emails only the customers of the requests it counted.
  41. I marked a request Urgent. What changes?It gets a red Urgent label under its subject in the queue (a High one gets an amber label), and it is listed under the High and urgent tab while it needs a reply.
  42. Removing the pluginDeleting it leaves your articles, FAQs and every request alone by default.
  43. Why does the page not reload when I save?Because it does not need to.
  44. The confirmation message disappears too quicklyHover it and it stays.
  45. I have used all my activations. Which sites are they?The plugin's Licence screen lists them.
  46. What happens to a site I free?Its copy of the plugin keeps working exactly as it is.
  47. The licence screen says "Not activated on this site"Your key is fine — this site simply is not one of the sites using it.

Still stuck? Ask the developers who wrote it. We aim to reply within one business day.