Awesome Support Detailed Features Grid
| Feature | Add-on | Link | Notes |
|---|---|---|---|
| Unlimited tickets | Core (Free) | Download | |
| Unlimited agents | Core (Free) | Download | |
| Multiple roles | Core (Free) | Download | 5 roles installed by default (support user, supervisor, manager, agent, vendor) |
| Fine-grained WordPress capabilities | Core (Free) | Download | |
| Submit tickets from admin | Core (Free) | Download | |
| Agents can only view their tickets (option) | Core (Free) | Download | |
| Agents can view all tickets (option) | Core (Free) | Download | |
| Admins can view all tickets (option) | Core (Free) | Download | |
| Automatic email notifications | Core (Free) | Download | |
| Edit email notifications | Core (Free) | Download | |
| Upload multiple files | Core (Free) | Download | |
| Add tags to tickets | Core (Free) | Download | |
| Sort and filter the main ticket screen | Core (Free) | Download | |
| Automatic assignment to agent | Core (Free) | Download | One core algorithm only |
| Allow or disallow registrations | Core (Free) | Download | |
| View only open tickets | Core (Free) | Download | |
| Multiple products | Core (Free) | Download | |
| Multiple departments | Core (Free) | Download | |
| Terms and conditions checkbox | Core (Free) | Download | On registration page only |
| Mailgun email validation | Core (Free) | Download | |
| Color coding | Core (Free) | Download | |
| Transfer ticket to agent | Core (Free) | Download | |
| Allow multiple agents to work a ticket | Core (Free) | Download | Requires all agents to see all tickets option turned on. |
| Custom Fields | Core (Free) | Download | Requires some simple coding - see user manual |
| Make certain fields mandatory | Core (Free) | Download | Requires some simple coding - see user manual |
| Compatible with 99% of themes | Core (Free) | Download | Basic styling to not conflict with complex themes |
| Responsive design | Core (Free) | Download | |
| Basic Safe HTML formatting of ticket content and reply | Core (Free) | Download | |
| Shortcodes | Core (Free) | Download | Make any page a ticket page |
| Translation | Core (Free) | Download | Public translation projects at PoEditor and Transifix |
| Open tickets by email | Add-on: Email Support | View Add-on | |
| Reply to tickets by email | Add-on: Email Support | View Add-on | |
| Automatically create new accounts for emailed tickets | Add-on: Email Support | View Add-on | |
| Prevent tickets from being reopened by email | Add-on: Email Support | View Add-on | |
| Allow non-registered users to open tickets | Add-on: Guest Tickets | View Add-on | |
| Automatically close old tickets | Add-on: Automatic Ticket Close | View Add-on | |
| Multiple warning messages before closing tickets | Add-on: Automatic Ticket Close | View Add-on | |
| Pre-written responses for common questions | Add-on: Canned Responses | View Add-on | |
| Unlimited customized statuses for tickets | Add-on: Custom Status | View Add-on | |
| Make internal notes on tickets | Add-on: Private Notes | View Add-on | |
| Transfer ticket to agent with internal notes | Add-on: Private Notes | View Add-on | |
| Easy Digital Downloads integration | Add-on: EDD | View Add-on | |
| WooCommerce integration | Add-on: WooCommerce | View Add-on | |
| Envato integration | Add-on: Envato Validation | View Add-on | |
| Create frequently asked questions from ticket | Add-on: FAQ | View Add-on | |
| Store uploaded files on 3rd party servers | Add-on: Filestack | View Add-on | |
| Allow users to upload files from dropbox, gmail etc. | Add-on: Filestack | View Add-on | |
| Mailchimp - sign up new support users to your email list | Add-on: Mailchimp | View Add-on | |
| Get notified of ticket events in SLACK | Add-on: Notifications | View Add-on | |
| Get notified of tickets via SMS | Add-on: Notifications | View Add-on | Requires a PUSHBULLET account |
| Notify 3rd parties of ticket events (via email) | Add-on: Notifications | View Add-on | |
| Security - Encrypt private data such as passwords | Add-on: Private Credentials | View Add-on | |
| Security - Automatically erase private data when ticket is closed | Add-on: Private Credentials | View Add-on | |
| Send automatic user survey after ticket is closed | Add-on: Satisfaction Survey | View Add-on | |
| Automatic agent assignment based on department | Add-on: Smart Agent | View Add-on | |
| Automatic agent assignment based on product | Add-on: Smart Agent | View Add-on | |
| Automatic agent assignment based on agent working hours | Add-on: Smart Agent | View Add-on | |
| Form builder For New Tickets | Add-on: Gravity Forms | View Add-on | |
| Form Builder For New Replies | Add-on: Gravity Forms | View Add-on | |
| Visual Designer For Custom Fields | Add-on: Custom Fields | View Add-on | No coding required to create custom fields |
| Report Snippets in Admin Console | Add-on: Report Widgets | View Add-on | |
| Create public tickets that can be searched | Add-on: Public Tickets | View Add-on | |
| Create private tickets | Add-on: Public Tickets | View Add-on | |
| Ticket Lock | Add-on: Productivity | View Add-on | |
| Ticket Merge | Add-on: Productivity | View Add-on |
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