Amp Up Your Users Account Security With PINS
How do you verify that the person you're having a phone or chat conversation with is indeed the person associated with the users support account? You could ask them for all sorts of personal information. Or you could just ask them for their account PIN - which is the...
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JS Support Ticket vs Awesome Support: A Helpdesk Plugin Comparison
Introduction Are you trying to make the decision between JS Support Ticket vs Awesome Support for your company's helpdesk solution? Because there are so many little features that can affect your support team's productivity and workflows, choosing a WordPress helpdesk...
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Awesome Support Version 5.0.0 Released
Dozens of updates, tweaks and fixes are included in this new release. A modified user interface for agents, options for redirection, easier access to email template tags, additional WooCommerce integration points and custom redirects are just some of the new features.
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Our Experience In Adding Some AI Smarts To Awesome Support – A Brief Report On Artificial Intelligence Integration
About 8 months ago we embarked on a project to create an add-on for Awesome Support that integrated the Awesome Support ticketing process flow with one or more hosted AI engines. The vision was that the AI engine would evaluate the contents of new tickets or...
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Managing Your Support Ticket Queue
At some point in your business's life-cycle the number of open tickets in your support system will be greater than your ability to process them. So, how do you prioritize tickets to ensure the least damaging impact on your business? With just a little bit of...
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5 Free add-ons for Awesome Support
If you're reading this, chances are you're already using Awesome Support. Did you know that there are a number of free extensions available? We list five of them below. Each one has a little caveat associated with it but they're all free. 1. Custom Status and...
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The Lack Of Functional Depth in WordPress Line Of Business Applications
Has anyone noticed that line of business plugins are generally not functionally deep enough or easy enough to use that the bigger WordPress players will actually use them? I guess to answer that question you probably need to know what I mean by line-of-business...
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The LEAST POPULAR add-ons for Awesome Support – And Why You Need Them Anyway!
As with any business, we have products that don't sell as well as we would have expected. In examining our products with the least number of sales we concluded that there are two primary reasons for a product not selling well: There is a lack of understanding by the...
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4 Options For Displaying Your Ticket Forms
As with most things with Awesome Support, you have multiple options when it comes to creating and displaying ticket forms . And, in the majority of use cases they can be be used in conjunction with each other. For example you can use one method to create a ticket...
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Using Awesome Support With WC Vendors (And Other Multi-Vendor Marketplaces)
If you're running a multi-vendor store you know that everything related to e-commerce gets more complicated. This includes your help-desk operations. Turning your Vendors into agents of your help desk can be a tricky process - if only because a lot of things your...
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System Outage? Increased Support Volume? Automatically Inform Customers When They Submit A New Ticket
There are times when you might have a system outage and customers are sending in a large volume of tickets because of it. Instead of having an agent respond to each ticket, you can send an automatic response to each new ticket informing them of the outage. Here’s how you can easily set this up…
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3 Ways To Create A Knowledge-base
It is no secret that many customers LOVE self-service options and would rather use them than open a ticket or speak to a customer service rep. To accommodate the wide variety of needs in this area Awesome Support provides multiple self-service options for FAQs and...
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