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E-Mail Support

  • Billed yearly until cancelled

  • Billed yearly until cancelled

  • Billed yearly until cancelled

Purchase
12 months ago
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Tired of logging in to your support site every time a client answers a ticket? With the e-mail support add-on you can reply directly by e-mail!  Users can even create a new ticket and account by simply sending an email to your designated support address!

Whenever something happens on your support site (a client opens a new ticket, an agent replies to an existing ticket, etc), an e-mail notification is sent out automatically.

With this add-on enabled, there is no longer a need to log into the support site to reply to a ticket. Agents and clients can simply reply to the e-mail and their message will automatically be added to the ticket.

To use this add-on you will need an e-mail address dedicated to the support system. You won’t need to check the inbox; Awesome Support will do it for you.

At a frequency you decide, the system will check your inbox. If there is an e-mail from a client or from an agent, the system will retrieve it, delete it from the inbox and add it to the ticket’s discussion. Of course, a new e-mail notification will then be sent to the proper person.

Here is an example of what this add-on allows:

  1. John raises a new support ticket,
  2. Robert, the agent assigned to John’s case, gets an e-mail notification
  3. Robert replies to this e-mail directly without even opening his web browser
  4. Awesome Support notices the e-mail, fetches it and adds Robert’s reply to the ticket
  5. An e-mail is automatically sent to John to notify him that Robert replied to his ticket

As you can see, once the ticket has been opened, there is usually no need to ever log into the system.

Core Features

  • Automatically checks a dedicated email in-box and creates or updates tickets seamlessly
  • Configure handling for email replies to closed tickets (re-open ticket or reject the reply with a customer-friendly message)
  • Supports any POP3 or IMAP inbox including popular free email services such as Gmail and Outlook.com
  • Supports the standard email security protocols such as SSL and TLS
  • Saves unrecognized emails in an “Unassigned” folder – you can decide what to do with them later – no email is ignored
  • Saves the email meta-data to help with handling unrecognized email addresses
  • Saves attachments sent with emails
  • You can control whether an account is automatically created for unrecognized email addresses

Advanced Features

For operations with more sophisticated needs, this add-on supports MULTIPLE MAILBOXES along with MAILBOX RULES.

Multiple Mailboxes

You can create links to more than one support mailbox and the add-on will periodically retrieve mail from each inbox marked as active.  You can create inboxes:

  • For each department
  • For your VIP customers
  • For each product
  • For special promotions

Tickets from each mailbox can automatically be populated with designated priorities, channels, product and department.

Inbox Rules

You can create rules based on the CONTENT of the incoming email. You can scan either the subject or the body of the email and take action based on the result of the scan.  For example, you can create rules:

  • To close tickets based on a special text string your agent enter into an emailed reply (custom commands)
  • To transfer tickets to a different agent based on the text in an emailed reply
  • To skip importing emails for things like out-of-office replies
  • To assign different priorities, status, product, department, etc. based on the contents of the initial ticket or a reply

Documentation

Need more information?  Check out the documentation!

Prerequisites

  • WordPress Version 4.0 or later
  • Awesome Support Version 4.1.0 or later
  • PHP 5.6 or later
  • The iconv.so library enabled in PHP
  • The mbstring library enabled in PHP
  • An IMAP or POP 3 dedicated email inbox
  • Ports 993 or 995 open on your WordPress server

Recurring Subscription Notice

The pricing for this item has been changed to a subscription basis by default.  However, you are free to cancel the recurring subscription at any time – you will still be entitled to the one year of free updates and support from the time of your last payment. The software will generally continue to work without additional payments.  However, you should be aware that, as with all software, a future update of any of WordPress or Awesome Support Free Core could include a breaking change.  At that time, if you are not on a subscription plan, you will need to purchase a new license to obtain the compatibility updates necessary for the product to continue to work.
To cancel your subscription at any time, just go to your MY ACCOUNT page.