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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