Hooks Reference

Simple WP Helpdesk exposes the following WordPress filters and actions for customization. All hooks use the swh_ prefix.

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Filters

swh_ticket_statuses

Modify the array of available ticket statuses.

add_filter( 'swh_ticket_statuses', function( array $statuses ): array {
    $statuses[] = 'Waiting on Client';
    return $statuses;
} );

Parameters: $statuses (array) — the current list of status strings.

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swh_ticket_priorities

Modify the array of available ticket priorities.

add_filter( 'swh_ticket_priorities', function( array $priorities ): array {
    $priorities[] = 'Critical';
    return $priorities;
} );

Parameters: $priorities (array) — the current list of priority strings.

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swh_allowed_file_types

Modify the array of allowed file extensions for ticket attachments.

add_filter( 'swh_allowed_file_types', function( array $types ): array {
    $types[] = 'zip';
    $types[] = 'csv';
    return $types;
} );

Parameters: $types (array) — default: ['jpg', 'jpeg', 'jpe', 'png', 'gif', 'pdf', 'doc', 'docx', 'txt'].

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swh_submission_data

Filter the ticket data array immediately before the ticket post is created. Use this to add extra meta, override fields, or integrate with other plugins.

add_filter( 'swh_submission_data', function( array $data ): array {
    // Add a custom meta value derived from the submission
    $data['my_extra_field'] = 'value';
    return $data;
} );

Parameters: $data (array) — associative array of ticket fields (name, email, title, message, priority, status, etc.).

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swh_parse_template

Filter the fully rendered email template string after all placeholders have been replaced.

add_filter( 'swh_parse_template', function( string $template, array $data ): string {
    return str_replace( '{site_name}', get_bloginfo( 'name' ), $template );
}, 10, 2 );

Parameters: $template (string) — the rendered template; $data (array) — the placeholder data used during rendering.

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swh_email_headers

Modify the email headers array before any outgoing message is sent. Use this to add Reply-To, CC, or custom headers.

add_filter( 'swh_email_headers', function( array $headers, string $to, string $subject ): array {
    $headers[] = 'Reply-To: support@example.com';
    return $headers;
}, 10, 3 );

Parameters: $headers (array), $to (string), $subject (string).

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swh_autoclose_threshold

Override the number of days after “Resolved” status before a ticket is automatically closed. Return 0 to disable auto-close entirely.

add_filter( 'swh_autoclose_threshold', function( int $days ): int {
    return 7; // override to 7 days regardless of the Settings value
} );

Parameters: $days (int) — the value from Settings → General → Auto-Close Days.

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swh_rate_limit_ttl

Override the rate limit cooldown period (in seconds) for a specific action.

add_filter( 'swh_rate_limit_ttl', function( int $ttl, string $action ): int {
    if ( 'submit' === $action ) {
        return 60; // 60-second cooldown for new ticket submissions
    }
    return $ttl;
}, 10, 2 );

Parameters: $ttl (int) — default TTL in seconds; $action (string) — the action key (e.g. 'submit', 'portal_reply_', 'portal_close_', 'portal_reopen_').

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swh_sla_open_statuses

Modify the list of statuses considered “open” for SLA breach calculations. Tickets in any of these statuses are checked against the warn/breach thresholds by the hourly cron.

add_filter( 'swh_sla_open_statuses', function( array $statuses ): array {
    // Remove 'In Progress' from SLA tracking
    return array_diff( $statuses, array( 'In Progress' ) );
} );

Parameters: $open_statuses (array) — the current list of open status strings.

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Actions

swh_pre_ticket_create

Fires immediately before the ticket post is inserted into the database. Use this to validate submission data or trigger external integrations.

add_action( 'swh_pre_ticket_create', function( array $data ): void {
    // Log subject rather than raw email to avoid PII in logs
    error_log( 'New ticket incoming: ' . ( $data['title'] ?? '' ) );
} );

Parameters: $data (array) — the submission data array (same shape as swh_submission_data).

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swh_ticket_created

Fires after a new ticket has been successfully created and all meta has been saved. The ticket ID is available and all post meta is already stored.

add_action( 'swh_ticket_created', function( int $ticket_id, array $data ): void {
    // Sync the new ticket to an external CRM
    my_crm_create_ticket( $ticket_id, $data['email'], $data['title'] );
}, 10, 2 );

Parameters: $ticket_id (int) — the WP post ID of the new ticket; $data (array) — the submission data array.