Articles

Version 3.0 of our Private Notes extension is a major release that will coincide with the release of Awesome Support 5.5.0.  It includes three major feature updates which makes this the biggest update this add-on has ever seen! New: Alert Other Agents When Notes Are Created Awesome Support allows up to two other agents to […]

Read More

When it comes to choosing a WordPress support system for your business, you better be picky. Why? Comparing the features of the different support plugins isn’t enough. There are many other criteria that you should take into consideration.  On our site we have provided quite a number of articles that help you to compare our plugin features against others.  But […]

Read More

In April, just a few weeks ago, we wrote about all the things we had done in the 2nd quarter.  We were barely 4 weeks in then and we had already released significant enhancements to parts of our product line.  Here is what we’ve done after that – and the 2nd quarter still isn’t over!  […]

Read More

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 […]

Read More

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.  […]

Read More

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 […]

Read More

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 […]

Read More

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 […]

Read More

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, […]

Read More

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 […]

Read More

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 […]

Read More

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 […]

Read More