Articles

Awesome Support is a feature rich help desk plugin that is chockful of goodies that developers can build upon.  However, in the past, information about these developer-focused features were scattered around and, frankly, hard to find. One of our goals this year was to better focus on our developers needs and, even though its a […]

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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!  […]

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Here are some of the enhancements we’ve made across our add-on’s product portfolio in the 2nd quarter of 2018 – and the 2nd quarter isn’t even over yet! Core Version 5.0 and 5.1 We released a significant update to the core plugin (version 5.0) at the end of the 1st quarter – you can read […]

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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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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 purpose of our new PINS add-on […]

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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 new add-ons to kick off the year:  Service […]

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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 set a due date for tickets based on rules that you define.  […]

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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 agent acting as the controller for that issue.  Updates […]

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Most customers hate unnecessary email.  And yet most help-desk software and systems are configured to send an additional email asking for a performance rating after the ticket is closed.  Is it any wonder that most customers don’t even bother with the feedback request that they receive? With the new version of Satisfaction Survey you can ask for feedback […]

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Have you ever wanted to merge one ticket into another because a user submitted duplicate tickets?  Or how about splitting a reply off into a separate ticket because the user decided to start a different topic inside of an existing ticket?  These features and more are part of a new add-on we call the Productivity […]

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We just pushed a major free update to the WordPress.org repository with over 40 enhancements, fixes and tweaks.  But, we figured you might prefer a top 10 list instead of reading through an exhaustive list of everything that’s in the new version. In no particular order, here are the top 10 new features (at least […]

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One of the most popular requests we have received has been to integrate with Gravity Forms so that users can create custom ticket forms.  We are elated to announce a new add-on that fulfills this request. With the new Gravity Forms extension you can create completely custom NEW TICKET, TICKET REPLY and TICKET ADMINISTRATION forms! […]

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