AN EXHAUSTIVE LIST OF FEATURES

(Well, almost – we’re constantly adding new features so this list is usually behind the curve)

Basic Features

General

  • Unlimited Tickets (Free – Core)
  • Unlimited Agents (Free – Core)
  • Unlimited Users (Free – Core)
  • Unlimited Products (Free – Core)
  • Unlimited Departments (Free – Core)
  • Unlimited Tags (Free – Core)
  • Unlimited Custom Priorities (Free – Core)
  • Unlimited Channels (Free – Core)
  • Unlimited Custom Statuses and Labels (Premium – Custom Status)

Attachments

  • Attach multiple files to tickets (Free – Core)
  • Control which fiile extensions are allowed for uploads (Free – Core)
  • Control the maximum file size allowed for uploads (Free – Core)
  • Store files in most cloud services (Premium – Filestack/Filepicker)

E-Commerce

  • Synchronize product lists between Awesome Support and WooCommerce (Free – Core)
  • Synchronize product lists between Awesome Support and Easy digital downloads (Free – Core)
  • Validate Envato licenses before tickets can be submitted (Premium – Envato Validation)
  • Allow users to open tickets directly from WooCommerce (Premium – WooCommerce)
  • Allow users to open tickets directly from Easy Digital Downlaods (Premium – Easy Digital Downloads)
  • Agents can view key order and custom e-commerce status directly in the ticket (Premium – WC and EDD)
E-mail Functions

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)
Agent Features

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)
Notifications

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)
Security

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)

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)
Fields and Forms

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 custom forms (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

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)
Reports

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

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

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)
Customization

Easy Customizations

  • Full 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)

 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)
Integration

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)
Artificial Intelligence, Machine Learning and Workflows

WorkFlow

  • 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
Miscellenous

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)

Canned Responses

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

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 (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)

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)

General

  • Unlimited Tickets (Free – Core)
  • Unlimited Agents (Free – Core)
  • Unlimited Users (Free – Core)
  • Unlimited Products (Free – Core)
  • Unlimited Departments (Free – Core)
  • Unlimited Tags (Free – Core)
  • Unlimited Custom Priorities (Free – Core)
  • Unlimited Channels (Free – Core)
  • Unlimited Custom Statuses and Labels (Premium – Custom Status)

Attachments

  • Attach multiple files to tickets (Free – Core)
  • Control which fiile extensions are allowed for uploads (Free – Core)
  • Control the maximum file size allowed for uploads (Free – Core)
  • Store files in most cloud services (Premium – Filestack/Filepicker)

E-Commerce

  • Synchronize product lists between Awesome Support and WooCommerce (Free – Core)
  • Synchronize product lists between Awesome Support and Easy digital downloads (Free – Core)
  • Validate Envato licenses before tickets can be submitted (Premium – Envato Validation)
  • Allow users to open tickets directly from WooCommerce (Premium – WooCommerce)
  • Allow users to open tickets directly from Easy Digital Downlaods (Premium – Easy Digital Downloads)
  • Agents can view key order and custom e-commerce status directly in the ticket (Premium – WC and EDD)

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)

Notifications

  • 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 no 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)

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)

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 custom forms (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)

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)

Easy Customizations

  • Full 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)

 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)

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

  • 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

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)

Canned Responses

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

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 (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)

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)
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