AN EXHAUSTIVE LIST OF FEATURES

GDPR And Privacy

• Add GDPR related disclosures upon registration (Free – Core)
• Track consent for up to four items (Free – Core)
• Create consent items that are mandatory or optional (Free – Core)
• Allow user to remove consent for optional items on the front end (Free – Core)
• Allow admins to remove consent for optional items in the wp-admin user profile screen (Free – Core)
• Allow users to request deletion of ticket data (Free – Core)
• Integrate deletion request into the privacy hooks provided WP 4.9.6 and later (Free – Core)
• Delete tickets when admins use the WP 4.9.6 (and later) ERASE PERSONAL DATA screens (Free – Core)
• Allow users to download their ticket data from the front-end (Free – Core)
• Allow admins to export a users ticket data from the wp-admin user profile screen (Free – Core)

Audit Trails

• Create an audit trail log for all ticket edits (Free – Core)
• Create an audit trail log for all reply edits (Free – Core)
• Choose two different audit levels – summary and detailed (Free – Core)
• Select which admin or agent roles can edit tickets and replies (Free – Core)

Document Protection

• Select which admin and agent roles can delete attachments from tickets (Free – Core)
• Turn on/off the ability for end users to delete attachments in tickets (Free – Core)
• Option to delete all attachments automatically when a ticket is closed (Free – Core)
• Option to allow users and agents to override the automatic delete-on-close flag (Free – Core)

General

• Users can open tickets by email (Premium – E-mail Support)
• Users and agents can correspond using only email (Premium – E-mail Support)
• Email can be collected via POP3 or IMAP connections (Premium – E-mail Support)
• Configure email notifications for all ticket events  (Free – Core & Premium – Notifications)
• Allow or deny accounts from re-opening closed tickets by email (Premium – E-mail Support)
• Multiple options to control how unrecognized Email accounts are handled (Premium – E-mail Support)
• Automatically create new accounts via email (Premium – E-mail Support)
• Collect tickets from multiple e-mail inboxes (Premium – E-mail Support)
• Use rules to filter and route tickets (Premium – E-mail Support)
• Create custom commands that can execute via email (Premium – E-mail Support)
• Prevent duplicate emails from being imported and converted to tickets (Premium – E-mail Support)
• Do not allow replies to “locked” tickets (Premium – E-mail Support)
• Send email alerts on six key ticket events (Free – Core & Premium – E-mail Support)

E-mail Templates

• Basic personalization of outgoing emails using 15 available ticket template tags such as {ticketid} and {message}.  (Free – Core)
• Use template tags in outgoing emails to dynamically pull data from custom fields (Premium – Powerpack)
• Use template tags to show the full message thread in outgoing emails (Premium – Powerpack)
• Add one-click close links to outgoing notification emails (Premum – Powerpack)

General

•  Agents can create tickets on behalf of users (Free – Core)
• Agents can view only their tickets or view all tickets  (Free – Core)
• Agents can receive ticket replies by email and send replies directly from their email inbox ( Free – Core & Premium – E-Mail Support)
• Multiple agents can work a single ticket or hand-off tickets as needed  (Free – Core)
• Internal private notes between agents, shown directly on the ticket in chronological order (Premium – Private Notes)
• Transfer ticket to another agent or department  (Free – Core)

Ticket Assignment

• Automatically assign tickets to agents (routing) (Free – Core)
• Intelligent algorithms for routing tickets using ticket load – i.e.: the number of tickets each agent has open (Free – Core)
• Intelligent algorithms for routing tickets using products (Premium – Smart Agent)
• Intelligent algorithms for routing tickets using departments (Premium – Smart Agent)
• Intelligent algorithms for routing tickets using working/non-working status (Premium – Smart Agent)

Agent Productivity

• Personal todo lists for agents (Premium – Powerpack)
• Personal notes for agents  (Premium – Powerpack)
• Add support notes for clients  (Premium – Powerpack)
• Agents can create and user multiple signatures  (Premium – Powerpack)
• Agents can set a default signature for replies  (Premium – Powerpack)

Agent Front End

• Untrusted agents (such as vendors and) can use a basic front-end user interface instead of being granted wp-admin access (Premium – Agent Front End)

Canned Responses

• Canned responses allow one click response to common questions  (Premium – Canned Responses)
• Allow responses to be personalized

Notifications

• Agents receive email alerts for new tickets and new replies (Free)
• Users receive email alerts for replies (Free)
• Team notifications via slack (Premium – Notifications)
• Agent and user notifications via SMS and PUSHBULLET  (Premium – Notifications)
• Automatically sign up new support users to your mailchimp email list ( (Premium – Mailchimp)
• Send email notifications to parties that are not directly related to the ticket – example to admins and managers (Premium – Notifications)
• Send email notifications whenever the ticket status changes  (Premium – Notifications)
• Customize business workflows based on notifications  (Premium – Notifications)
• Each ticket can have a separate list of email addresses  that receive notifications (Premium – Powerpack)
• Each ticket can have a separate list of WordPress users  that receive notifications (Premium – Powerpack)
• Each agent can have a separate list of email addresses that are CCed on notifications for ticket events (Premium – Powerpack)
• Each customer can have a separate list of email addresses that are CCed on notifications for ticket events (Premium – Powerpack)

Core Security

• Private Tickets (Free – Core)
• Support SSL  (Free – Core)
• Support TLS ( (Free – Core)
• Code sanitizes strings and data received from the front-end before storing and using it  (Free – Core)
• Lock down certain sensitive ticket tabs by role (Free – Core)

Premium Security

• Public Tickets (Premium – Public Tickets)
• Customer can control if a ticket is public or private (Premium – Public Tickets)
• Customer can control if a reply is public or private (Premium – Public Tickets)
• Agent can control if a ticket is public or private (Premium – Public Tickets)
• Agent can control if a reply is public or private (Premium – Public Tickets)
• Admin can control who has access to public/private status flags (Premium – Public Tickets)
• Admin can control if agents can view all tickets or just their own (Free – Core)
• Admin can set rules to define the subset of tickets an agent can view (Premium – Powerpack)
• Scrub tickets with sensitive data using REGEX pattern matching to identify and remove the data before saving it (Free – Core)
• Unregistered guests can submit ticket (Premium – Guest Tickets)
• Tickets can be manually locked to prevent new replies by the customer (Premium – Powerpack)
• Tickets can be automatically locked on close to prevent new replies by the customer (Premium – Powerpack)
• Admin can set the maximum number of tickets a customer can submit to prevent abuse (Premium – Powerpack)
• Admin can control whether tickets should be accepted from unknown customers via email (Premium – Email Support)
• Use Google’s Invisible Captcha on registration page to prevent spam (Premium – Powerpack)

Private Credentials

• Private credentials vault allow users to submit passwords and other sensitive information with additional encryption.  (Premium – Private Credentials)
• Automatically remove private and sensitive data when a ticket is closed to reduce the attach surface for hackers (Premium – Private Credentials)
• Quickly identify tickets with sensitive data (Premium – Private Credentials)

Personal Identification Numbers

• Agent can request a PIN from the user to verify their access to a support account.  (Premium – PINS)
• Admin can change all PINs in the event of a security breach.  (Premium – PINS)
• Admin can invalidate all PINs in the event of a security breach.  (Premium – PINS)
• User can change their PIN at any time.  (Premium – PINS)

Fields

• Create custom fields via simple code (Free – Core)
• Access 13 available custom field types (Free – Core)
• Create unlimited fields (Free – core)
• Control placement of fields (front-end, back-end list, back-end form) (Free – Core)
• Read-only fields (Free – Core)
• Can log changes to fields (Free – Core)
• Control whether a field can be used by the agent to filter the ticket list (Free – Core)
• Use granular controls to determine which agents can view a custom field (Free – Core)
• Use HTML 5 patterns to control what content is allowed in a custom field (Free – Core)
• Create drop-down custom fields with unlimited drop-down items (Free – Core)
• Create “searchable” custom fields using SELECT2 (a common Javascript library) (Free – Core)
• Create rows and columns for custom fields using BOOTSTRAP CSS classes (Free – Core)
• Visually define custom fields with no coding (Premium – Custom Fields)

Forms

• Add custom fields to the built-in ticket form (Free – Core)
• Unlimited basic custom forms via simple code (Free – Core)
• Unlimited advanced custom forms with a visual builder (Premium – Gravity Forms)
• Create new forms from scratch (Premium – Gravity Forms)
• Create conditional logic in forms using a GUI (Premium – Gravity Forms)
• Create conditional logic in forms using code (Free – Core)
• Multi-page forms (Premium – Gravity Forms)

Ticket Handling Features

• Master ticket list for agents (Free- Core)
• Each ticket can store hundreds of replies if necessary (Free- Core)
• Sort and filter by almost all ticket columns  (Free- Core)
• Control which columns show in the ticket list  (Free- Core)
• Bulk delete tickets from list (Premium – Powerpack)
• Lock tickets to prevent users from relying (Premium – Powerpack)
• Merge a single ticket into another ticket, automatically closing the original ticket (Premium – Powerpack)
• Bulk merge tickets from the master ticket list (Premium – Powerpack)
• Bulk edit PRIORTY, CHANNELS & DEPARTMENT directly from the master ticket list (Premium – Powerpack)
• Split a reply into a new ticket (Premium – Powerpack)
• Agents can create a favorite list of tickets (Premium – Powerpack)
• Agents can create unlimited CUSTOM FILTERS (views) (Premium – Powerpack)
• View the number of replies on a ticket directly in the ticket list (Free – Core)
• View only tickets that are waiting for a reply  (Free – Core)
• Define the number of days after which a ticket is configured old  (Free – Core)
• View only tickets that are old  (Free – Core)
• Search for tickets by ticket ID or the ticket title  (Free – Core)
• Control whether tickets are opened in the current browser window or a new window  (Free – Core)
• Set custom colors for each status/ticket label  (Free – Core)
• Set custom colors for each priority  (Free – Core)
• Create and set mutiple user defined tags for each ticket (Free – Core)
• Agent can decide whether the last reply shows at the top of the ticket or the bottom of the ticket (Free – Core)
• Set tickets to be public or private (Premium – Public Tickets)

FAQS

• Setup frequently asked questions page (Premium – FAQ)
• Setup multiple FAQ pages based on categories  (Premium – FAQ)
• Automatically suggest topics from FAQS as users are creating tickets  (Premium – FAQ)
• Agents can search FAQs while responding to tickets and automatically insert personlized replies based on the search results  (Premium – FAQ)
• Agents can close a ticket and create and FAQ in one step  (Premium – FAQ)
• Use any WordPress custom post type as an FAQ – this includes some well-known knowledgebases (Premium – Custom FAQ)

Documentation

• Publish documentation with a beautiful pre-built template (Premium – Documentation)
• Configure colors, fonts and other UI elements for the documentation template (Premium – Documentation)
• Automatically suggest topics from documentation items as users are creating tickets  (Premium – Documentation)
• Agents can search documentation items while responding to tickets and automatically insert personlized replies based on the search results  (Premium – Documentation)
• Agents can close a ticket and create and documentation items in one step  (Premium – Documentation)
• Documentation can be created with Sections, Chapters, Categories and more (Premium – Documentation)

Overview Of Reporting Options

• View ticket counts by status directly in the main ticket list (Free – Core)
• 12+ admin dashboard widgets with charts and statistics (Premium – Report Widgets)
• Six core highly configurable advanced reports (Premium – Reports and Statistics)

Admin Dashboard Chart Widgets

• Open and Closed ticket counts (Premium – Report Widgets)
• Chart open tickets by status (Premium – Report Widgets)
• Chart open tickets for the last sixdays (Premium – Report Widgets)
• Chart open tickets by department (Premium – Report Widgets)
• Chart open tickets by priority (Premium – Report Widgets)
• Chart open tickets by product (Premium – Report Widgets)
• Chart open tickets by channel  (Premium – Report Widgets)
• Chart open tickets by agent  (Premium – Report Widgets)
• Choose from 6+ chart types (Premium – Report Widgets)
• Configure colors types and other chart elements ( Premium – Report Widgets)
• Aging report of closed ticket count for the last six days (Premium – Report Widgets)
• Aging report of closed ticket count by department/priority/status/product/channel for the last six days (Premium – Report Widgets)

Advanced Reports

• Create hundreds of custom reports from the six core reports
• Filter reports by most custom fields along with many built-in fields including agent, priority, status etc.
• Break-down reports into a second dimennsion by core fields and most custom fields
• Save custom reports for reuse later
• Determine who can view saved reports by role
• Share reports with other users
• Ticket count advanced reports
• Productivty analysis reports
• Resolution analysis reports
• Delay analysis reports
• Distribution analysis reports
• Trend analysis reports

Time Tracking

• Agents can manually enter time on a ticket (Free – Core)
• Admins can enter time adjustments to create a final time spent on a ticket (Free – Core)
• Agents can have their time automatically tracked and entered on a ticket (Premium – Advanced Time Tracking)
• Agents can have multiple timers running simultanously  (Premium – Advanced Time Tracking)
• Timers can be started automatically when a ticket is viewed or manually by the agent  (Premium – Advanced Time Tracking)
• Admin can control whether manual timers are allowed  (Premium – Advanced Time Tracking)
• Admins can edit time after the fact  (Premium – Advanced Time Tracking)
• Agents and admins can enter notes and comments for each time entry created by the system  (Premium – Advanced Time Tracking)
• Time spent can be tracked at a reply-by-reply level or just on an overall ticket level  (Premium – Advanced Time Tracking)
• Billing rates can be set at multiple levels – Agent, Ticket, Customer  (Premium – Advanced Time Tracking)
• Invoice amounts can be calculated and exported to your billing system via CSV  (Premium – Advanced Time Tracking)
• Four different time tracking reports  (Premium – Advanced Time Tracking)

Pay For Support

• Prevent users from opening tickets if they have not paid for a support contract (Premium  – Paid Support)
• Automatically redirect users to the store when they have exceeded their ticket allowance (Premium  – Paid Support)
• Allow users to purchase a one-time token and automatically redirect them to the ticket page afterwards (Premium  – Paid Support)
• Create ticket subscriptions by month/year/quarter (Premium  – Paid Support)
• Subscriptions can be for unlimited tickets or unlimited hours (Premium  – Paid Support)
• Subscriptions can be for a limited number of tickets (Premium  – Paid Support)
• Subscriptions can be for a limited number of hours (Premium  – Paid Support)
• Users can see hours/tickets remaining when opening a new ticket (Premium  – Paid Support)
• Agents can see the status of a user subscription directly on the ticket  (Premium  – Paid Support)
• The time an agent spent on a ticket reply can be automatically added to a ticket  (Premium  – Time Tracking)

Issue Tracking

• Group tickets with similar issues together  (Premium – Issue Tracking)
• A single ticket can be associated with multiple issues  (Premium – Issue Tracking)
• Comment once and notify all users on all related tickets (Premium – Issue Tracking)
• Private comments on issues (Premium – Issue Tracking)
• Agent-only comments (Premium – Issue Tracking)
• Email alerts on issues (Premium – Issue Tracking)
• Email template tags specific to issue tracking (Premium – Issue Tracking)
• Handle product recalls, system outages, bug reports and more (Premium – Issue Tracking)

Service Level Agreements (SLA)

• Calculate due dates and times for tickets based on rules  (Premium – Service Level Agreements)
• Set start and end time for work days when calculating due dates  (Premium – Service Level Agreements)
• Set holiday dates when calculating due dates  (Premium – Service Level Agreements)
• Specify a cut-off time for the business day when calculating due dates  (Premium – Service Level Agreements)
• Set weekend days when calculating due dates  (Premium – Service Level Agreements)
• Set different rules for different customers  (Premium – Service Level Agreements)
• Set different rules for different priorities  (Premium – Service Level Agreements)
• Set different rules for categories, statuses, channels and more (Premium – Service Level Agreements)
• Allow admins to manually override rules  (Premium – Service Level Agreements)
• Allow agents and admins to lock due dates on an individual ticket  (Premium – Service Level Agreements)
• Configure unlimited alerts for each rule  (Premium – Service Level Agreements)
• View tickets due today and tomorrow  (Premium – Service Level Agreements)
• Filter ticket list by due date  (Premium – Service Level Agreements)

Easy Customizations

• Fully translatable (Free – Core)
• Admins can set labels for certain fields without a full-blown translation (Premium – Powerback)
• Set content to show before the SUBJECT field on the front-end standard ticket form (Premium – Powerback)
• Set content to show before the SUBMIT button on the front-end standard ticket form (Premium – Powerback)
• Admin can control which features are available in an agent’s reply editor (Premium – Powerpack)
• Apply efficient CSS changes without affecting the rest of your site (Premium – Powerpack)

Translation and Localization

• All strings can be translated into almost any language with full POT files provided (Free – Core)
• Use the POEDIT.COM service for free to translate new and existing languages (Free – Core)
• The free core version ships with 15+ languages contributed by volunteers (Free – Core)
• Extensive documentation available for WPML and POLYLANG (Free – Core)

 Developers

• Standard WordPress hooks and filters are available for all key functions for developers to tap into (Free – Core)
• Hooks are available for new tickets, ticket replies, ticket assignment, system initialization, custom field creation and much much more.   (Free – Core)
• Standard WordPress UI templates can be created to over-ride the defaults without impacting the upgrate path (Free – Core)

Translations Currently Available For Core – Provided By Volunteers

• Arabic
• Catalan
• Chinese
• Croatian
• Danish
• Dutch
• French
• German
• Italian
• Japanese
• Norwegian
• Persian
• Polish
• Portuguese
• Portuguese (BR)
• Romanian
• Spanish
• Swedish

Automation

• Setup processing rules for new tickets, new replies and other ticket events (Premium – Rules Engine)
• Assign and re-assign priorities, statuses and agents based on over a dozen ticket attributes (Premium – Rules Engine)
• Send replies to customers based on over a dozen ticket attributes (Premium – Rules Engine)
• Add notes to tickets based on over a dozen ticket attributes (Premium – Rules Engine)
• Send emails based on over a dozen ticket attributes (Premium – Rules Engine)
• Push data to Zapier on new tickets, new replies, ticket update, ticket close and more  (Premium – Rules Engine)
• Control whether data is pushed to zapier using over a dozen filter types including text of tickets and replies, status of tickets and more  (Premium – Rules Engine)
• Send email, close tickets, call web-hook and more when any of the six core ticket events occur  (Premium – Rules Engine)

EMAIL Piping

• Automatically create tickets and ticket replies from emails (Premium – Email Piping)
• Assign priorites, statuses and agents using rules specific to incoming emails (Premium – Email Piping)
• Collect tickets from multiple email inboxes (Premium – Email Piping)
• Assign priorites, statuses and agents based on which inbox an email arrived in (Premium – Email Piping)

Automatic Ticket Close

• Automatically close old tickets (Premium – Autoclose)
• Multiple workflows for handling old tickets based on custom status / labels (Premium – Autoclose)
• Send multiple warning emails before automatically closing old tickets (Premium – Autoclose)

Scheduled Tickets

• Create a ticket template and automatically schedule it to become a real ticket at a future date (Premium – Scheduled Tickets)
• Create recurring ticket templates (Premium – Scheduled Tickets)
• Set up daily, weekly and monthly recurring ticket templates  (Premium – Scheduled Tickets)

WooCommerce

• Sync WooCommerce products with the Awesome Support product list (Free – Core)
• Simple Awesome Support integration links on the WooCommerce dashboard (Free – Core)
• Get Help button next to each WooCommerce Order (Premium – WooCommerce)
• WooCommerce order lists inside each ticket (Premium – WooCommerce)
• WooCommerce customer profile inside each ticket (Premium – WooCommerce)

Easy Digital Downloads

• Sync EDD products with the Awesome Support product list (Free – Core)
• EDD customer profile inside each ticket (Premium – Easy Digital Downloads)
• Require a license key before allowing ticket to be submitted (Premium – Easy Digital Downloads)
• Require an EDD product before allowing ticket to be submitted (Premium – Easy Digital Downloads)
• Show the lifetime value of a customer inside each ticket (Premium – Easy Digital Downloads)

Envato

• Require an envato license key before allowing ticket to be submitted (Premium – Envato)

Integration

• REST API (Free – REST API add-on extension)
• Create a new ticket from many chat systems (Free – REST API)
• Integrate with hundreds of other systems using Zapier (Premium – Rules Engine)
• Push data to zapier whenever any of the 6 key ticket events occur (Premium – Rules Engine)
• Integrate with Google’s Dialogflow Artificial Intelligence engine (Premium – Rules Engine)
• Integrate with Facebook Messenger (Premium – Rules Engine)
• Send automated responses to FB Messenger queries (Premium – Rules Engine)
• Collect ticket data from multiple websites using a Widget and funnel them back to a single Awesome Support install for handling (Premium – Remote Tickets)
• Get sentiment analysis using MONKEYLEARN to immediately know when a customer is really angry (Premium – Rules Engine)

WorkFlow

• Guide users through FAQ and Documentation categories and topics before allowing them to open a new ticket (Premium – Smart Submit)
• Force users to search FAQs and Documentation before they can open a new ticket (Premium – Smart Submit)
• Search FAQs, documentation and other custom post types when a new ticket is received.  If matches are found automatically send a reply. (Premium – Smart Replies)
• Show a chatbot on your website that allow the user to query your your FAQs, documentation and other custom post types. (Premium – Smart Replies)
• Allow Facebook Messenger users to query your FAQs, documentation and other custom post types. (Premium – Smart Replies)
• Push data to Zapier on new tickets, new replies, ticket update, ticket close and more  (Premium – Rules Engine)
• Control whether data is pushed to zapier using over a dozen filter types including text of tickets and replies, status of tickets and more  (Premium – Rules Engine)
• Send email, close tickets, call web-hook and more when any of the six core ticket events occur  (Premium – Rules Engine)

Artificial Intelligence

• Connect with Google’s Dialogflow AI service to create smarter searches (Premium – Smart Replies)
• Have a conversation powered by Dialogflow using Facebook or your own chatbot (Premium – Smart Replies)
• Create “small talk” and use it in automated chat systems for Facebook and your own chatbot (Premium – Smart Replies)

Satisfaction Surveys

• Automatically send out satisfaction surveys on ticket close  (Premium – Satisfaction Survey)
• Send surveys with every agent response (Premium – Satisfaction Survey)
• One click close and survey  (Premium – Satisfaction Survey)
• Configure all survey elements  – from the scale used to the terminology and the full contents of the email that the customer receives  (Premium – Satisfaction Survey)
• Customize the delay between the ticket being closed and a survey being sent (Premium – Satisfaction Survey)

 Other

• Make PRODUCT Mandatory (Premium – Powerpack)
• Make DEPARTMENT Mandatory (Premium – Powerpack)
• Enable/Disable PRIORITY field for customers (Free – Core)
• Extensive documentation to help you use all features of Awesome Support (Free – Core)
• Responsive Design (Free – Core)