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)
- Drag and Drop files for upload (Free – Core)
- Paste images from clipboard to create files for upload (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 Downloads (Premium – Easy Digital Downloads)
- Agents can view key order and custom e-commerce status directly in the ticket (Premium – WC and EDD)
GDPR, Privacy, Audit Trails and Document Protection
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)
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)
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
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)
- 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 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 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
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, Documentation and Knowledgebase
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)
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)
Issue 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
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)
Customization, Translation and Localization
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
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)
e-Commerce (WooCommerce, EDD, Envato)
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
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
- 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
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)
Miscellenous
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)
- Basic Features
- Email Functions
- Agent Features
- Notifications
- Security
- Fields and Forms
- Ticket Handling
- Reports
- Time Tracking
- Pay For Support
- Customization
- Integration
- Ai and WorkFlow
- Misc
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)