Articles

One of the most requested features last year was the ability to group multiple ticket users under a master Company or Organization.  In this way, multiple users within the same company would be able to login and view or respond to all tickets – regardless of who in the organization opened the ticket. We’re proud […]

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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 inquiries (regardless of source) and automatically send relevant responses.  […]

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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 Labels A vanilla installation of Awesome Support only has […]

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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 end customer as to the benefits […]

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Ok, so this post has little to do with Awesome Support itself; instead its mostly commentary on the WordPress plugin ecosystem based on recent experience.  A couple of days ago it was announced that a popular free SMTP plugin, POSTMAN, had an XSS security vulnerability. The security researchers that discovered the issue attempted to contact […]

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Awesome Support has over 25 add-ons you can choose from to complement its already powerful feature-set.  But, some of these add-ons are more powerful simply because of the impact they can have on your support operations.  Here, in our opinion are the top 5 most powerful add-ons in our product suite: Email Support Hands down, […]

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Have you ever wondered why the user interface of Awesome Support is set up the way it is?  Believe it or not, our UI is actually the result of some very deliberate decisions taken to respect the WordPress heritage.  In this article we’ll discuss  what we’re thinking about when we make User Interface related decisions. Core […]

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We recently commissioned  a research study on Help Desk plugins by hiring an experienced WordPress plugin reviewer to provide in-depth reviews of the top 8 WordPress Help Desk plugins.  Of course, Awesome Support was included in the review.  Below is the Awesome Support excerpt from the WordPress Helpdesk Ticketing Plugins 100 page e-book. Note: The […]

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Introduction Customer support isn’t something to take lightly. Acquiring new customers can burn a huge hole in your budget and can be difficult to do. Convincing existing customers to continue purchasing, however, is free in most cases and depends on how well you treat them throughout their time as a customer. Most companies view customer […]

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The notification emails that Awesome Support includes are relatively basic.  This is by design – they will work even with the most basic email clients.  However, customers have often asked for “prettier” default emails.  One quick way to accomplish this without waiting for us to get around to it is by using the the Email […]

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I just did a search for “Customer support software” in Google and almost all of the results were for cloud based customer support systems.  Companies such as Zendesk and Freshdesk topped the list of results.  Just about everyone seems to be moving to a cloud based solution for customer support. Now, I will readily admit […]

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