Smart Ticket Submission
Have you ever wanted to make sure that your users searched through your FAQs, Documentation and other help resources before submitting a ticket? This add-on makes sure that happens.
Many tickets are opened even though the answer to the users question is already present in your documentation and FAQs. This extension makes sure those resources are utilized before a ticket is opened. By doing this, you can easily reduce your ticket volume.
Here is the full sequence of what a user will experience when this add-on is installed.
User Experience Sequence
Before a user is allowed to submit a ticket, they are presented with a Category List from post types you choose (FAQs, Documentation and Posts are all options that can be enabled).
Once a category is chosen, the user is then presented with a list of topics:
Choosing a topic will display the topic along with two buttons:
If the user chooses the second button (‘no, this did not fix my issue’), they will be presented with a search field to perform a search:
After the search is complete, they will be presented with a button that says “I still need to open a ticket”. If they click that button, they will then see the standard ticket screen.
The Awesome Support administrator is given a lot of control over the sequence and terminology displayed to the user. For example the admin can choose to turn off the search option completely. Or they can choose to turn off the initial category and topic sequence, opting for just the search instead.
In addition, the admin has the ability to configure the terminology shown on the screen – for example, they can change the terms used for “Category”, “Topics” and other labels.
If the SMART REPLIES add-on is enabled, then the search engine used in it will power the search function of this add-on. With this integration the search option can be driven with Google’s Artificial Intelligence engine!
Basic System Requirements
- WordPress Version 4.4 or later
- Awesome Support Version 5.8.0 or later
- PHP 5.6, (7.1 or later recommended)
Recurring Subscription Notification
The pricing for this (and most other add-ons) is set as a subscription 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 / 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:
- Credit card or stripe users- just go to your MY ACCOUNT page on our website.
- Paypal users - cancel from directly inside your Paypal account.
This notice does not apply to service products such as custom programming or to free plugins.
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