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In the first half of this year (2017) we introduced over 100 new features across our product catalog.   This quarter, we have introduced over 40 new or enhanced features across our product line along with THREE new add-ons!  Read-on to find out more!

Power-pack (Productivity)

Whew – this one had a whole bunch of enhancements.  Frankly, we think with all the features in this add-on, its the best value we have in our add-on library.  Other than the EMAIL SUPPORT add-on, this is probably the other must-have extension. In the 3rd quarter alone we added or updated 24 features!

  • New: Agent Signatures
  • New: Options to set defaults for SUBJECT and DESCRIPTION field on ticket form
  • New: Email template tags for click-to-close
  • New: Email template tags for click-to-view
  • New: Option to allow certain users to use a full editor when in admin. Set this by using the edit_ticket_with_full_editor capability
  • New: Allow the ATTACHMENTS label on the front-end ticket form to be changed
  • New: Merge multiple tickets into one ticket (requires WP version 4.7 or higher)
  • New: Add multiple email addresses to user and agent profiles and optionally allow them to receive notifications
  • New: Add multiple email addresses to a ticket and optionally allow them to receive notifications
  • New: Add multiple WordPress users to a ticket and optionally allow them to receive notifications
  • New: Add new email notification template for tickets being closed because they are being merged. This overrides other standard email notifications (ticket closed, ticket updated etc.) during the merge process.
  • New: Add new email notification template for the ticket that is being merged into. This overrides other standard email notifications (new ticket, new reply etc.) during the merge process.
  • Enh: Allow edits before saving split ticket
  • Enh: Splitting a single ticket or reply can now be done multiple times
  • Enh: Tabs are now responsive
  • New: Google invisible captcha can now be activated on the registration screen
  • New: Allow custom CSS to be entered for certain pages; also includes examples.
  • New: Bulk Edit – quickly change agent, priority, status, channel on multiple tickets (available on WP 4.7 and later)
  • New: Save filter criteria in the ticket list
  • New: Email template tag for {fullticket} – inserts the entire history of the ticket in the outgoing email
  • Tweak: Merge tickets will now merge attachments from source tickets as well.
  • Tweak: Better styling for merged messages.
  • Tweak: Merge tickets will now search on ticket # as well as description when trying to identify the target of the merge

Reports and Statistics

We officially moved this add-on to EARLY RELEASE status.  Use it to create hundreds of custom reports starting from the six core reports that we provide.  There is no other WordPress HelpDesk plugin that has this kind of flexible reporting and analysis.

Email Support (Email Piping)

  • Added a new RULE option to update and close a ticket in one action
  • Added experimental support for TLS
  • Added option to not import duplicated emails
  • Added options to control how a user name is created when a user needs to be created for a new ticket
  • Added experimental option to allow certain HTML tags to remain in imported tickets
  • Added more robust support for different encodings/character sets
  • Added hooks to notify admins when an unassigned item is created.

New Add-on: Rules Engine

The rules engine is a POWERFUL add-on that allow you to take action based on the contents of your tickets and replies.  You can send emails, add notes, change statuses, push data to Zapier and more.

Notifications

  • Added options to send emails to parties on the ticket (client, agents etc.)
  • Updated to send notifications to 3rd parties added to the ticket by the POWERPACK (Productivity) add-on

Canned Responses

  • Updated to show canned responses in a TAB below the ticket reply area.

FAQ

  • Updated to show the FAQ search box and drop-down list in a TAB below the ticket reply area.   This reduced clutter in the reply area of the ticket.
  • Updated the LIVE-SEARCH results drop-down on the front-end to take on a  more “modern” look
  • Added some options to allow the user to control the foreground and background colors used in the live search results

Documentation

  • Updated to show the search box and drop-down list in a TAB below the ticket reply area. This reduced clutter in the reply area of the ticket.
  • Updated the LIVE-SEARCH results drop-down on the front-end to take on a  more “modern” look

Custom FAQ

  • Updated to show the search box and drop-down list in a TAB below the ticket reply area. This reduced clutter in the reply area of the ticket.
  • Updated the LIVE-SEARCH results drop-down on the front-end to take on a  more “modern” look

New Add-on: Remote Tickets

Have you ever wanted to collect tickets on sites that are not your own site? Or maybe you wanted to collect tickets from sub-sites on a multi-site network while maintaining one central database of tickets. With the Remote Tickets add-on you can do exactly that.

Use this new add-on to show a HELP button on one or more remote sites that feed tickets back to your main site.

Time Tracking

We made numerous tweaks and bug fixes to this add-on and officially moved it to Early Release status.

Paid Support For WooCommerce

We made numerous tweaks and bug fixes to this add-on and officially moved it to Early Release status.

New Add-on: Facebook AI Chat-Bot

Infuse some Machine Learning and Artificial Intelligence into your Facebook communications!  Send smart automatic responses directly from your support system to your Facebook Page messenger users – even when your agents are not present!

Awesome Support Core – Version 4.1.0

  • Cleaned up the top of the ticket list by introducing tabs including an exclusive documentation tab to make it easier to access documentation
  • Added a new filter option to view tickets that are waiting for a reply by the agent
  • Introduced a screen option to open tickets in a new tab
  • Introduced options to control how attachment links are shown on tickets
  • Introduced TABS below the ticket reply area so that add-ons can render their output without clutter.
  • Added options to view time elapsed for each reply – starting from the date the ticket was opened
  • Tweaked when the AWAITING REPLY Tag was shown
  • Tweaked when the agent name was shown in the ticket list (now it is ALWAYS shown)
  • Added two new options for custom fields
  • Squashed more than a dozen bugs

Related: Version 4.1.0 release notes and features

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