Articles

Awesome Support, a popular WordPress ticketing support system, is a valuable tool for businesses and organizations to manage customer inquiries and support requests efficiently. Among its many features, the Issue Tracking add-on is pivotal to helping support agents seamlessly manage multiple tickets stemming from the same underlying issue. In this article, we will show you […]

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Introduction You can set up Awesome Support to send SMS messages to one or more phone number when various events occur. To do this you can use our Rules Engine addon to send data to Zapier which in turn will forward the data to an SMS service named Twilio. Twilio provides SMS services in most […]

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The GDPR and similar privacy obligations from various jurisdictions from around the world requires that organizations large and small put individual privacy front and center in their business practices.  For smaller businesses and sole proprietorships this primarily means a focus on website operations. The majority of these regulations require some combination of the following: Affirmative […]

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Auto-responders are functions within Awesome Support that automatically send out emails or other alerts based on events that occur in the ticket system. They’re not actually called “auto-responders” anywhere on the configuration screens or in the product names though – we use more friendly terms.  But their functionality is exactly what you expect when you […]

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Awesome Support is a little gem in the WordPress world – it is simple enough that users can get started in 5 mins but has enough depth of functionality that it can serve even the largest enterprises. Below is a list of six features that enterprise level users expect from help-desk systems – and which […]

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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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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 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 form for your free users while […]

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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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5 Ways To Label Your Tickets

February 17, 2018 | Tips

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 meaningful reports. Here are five ways you can apply labels to your tickets in Awesome […]

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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 at some of your […]

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