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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WP Support Plus vs Awesome Support: A Helpdesk Plugin Comparison
Introduction Struggling to choose between WP Support Plus vs Awesome Support? Choosing a WordPress helpdesk plugin is a tricky decision because so many of the important features aren’t immediately apparent on a simple bullet list. Sure - you can find plenty of...
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5 Ways To Label Your Tickets
Applying labels to your tickets can be extremely valuable. Labels allow you to sort, categorize, filter and prioritize your tickets. Awesome Support includes multiple methods to apply meaningful labels to your tickets. And with those labels you can create more...
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WordPress Is In A Major Bull Market (But Bull Markets Do Eventually End!)
And now for something in our business musings series that might cause a little controversy.... There is no question that WordPress is in a major bull market. When one looks for signs of a bull market WordPress has all the elements: Rapidly growing market share....
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6 Ways To Assign Agents To Your Tickets
As with most things in Awesome Support, there are multiple ways to achieve the same result. So when it comes to assigning agents to a ticket, you probably wouldn't be surprised to learn that there are many ways to do that as well. In this article we will take a look...
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New and Enhanced Product Features – 1st Quarter 2018
Its February 2018, barely 5 weeks into the year and we're set to deliver a variety of updates to many of our add-ons. If you have a license that has not expired then you should automatically receive these updates via your WordPress dashboard. We also delivered two...
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5 Articles From Our SAAS Competitors That Are Worth Reading
We have a healthy respect for our competitors - especially the ones that share their work and insights for free. Here are a few articles they've published that we think is worth reading (just don't forget to come back and check out more of Awesome Support when you're...
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New Product: Service Level Agreements
Today we released the first public version of Service Level Agreements. This add-on was the 3rd most requested feature-set from a survey we did last year. We're extremely excited to finally release it! What Is It? Service level agreements allow you to automatically...
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New Product: Issue Tracking For Awesome Support
Today we released the first public version of Issue Tracking for Awesome Support. What Is it? This is an extension that enables an agent or organization to easily manage multiple related tickets. One or more tickets can be added to an "Issue" with a single primary...
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Flag Tickets With Offensive Keywords
Introduction Sometimes, tickets contain profanity and other objectionable content - that's just a fact of life in most support departments. But, before an agent clicks on the ticket, wouldn't it be nice to know that if that ticket might have objectionable content? ...
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New Gutenberg Blocks
Ok, so everyone who's not had their head buried in the sand knows that this thing called Gutenberg is coming soon to WP. And, depending on who you speak with, that means it's the end of WordPress as we know it. Or its the next best thing since sliced bread. We have...
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