Articles

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 […]

Read More

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 […]

Read More

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 […]

Read More

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.

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 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 […]

Read More

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…

Read More

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 […]

Read More

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 […]

Read More

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?  Knowing this upfront you can easily turn these tickets over to agents who […]

Read More

Introduction Lets face it – we all have customers that are more valuable than most or that require more hand-holding than most.  For those customers, you sometimes want to get their tickets handled by your best agent; or sometimes you might just want to tag those tickets with a VIP status so they move to […]

Read More

Introduction Most tickets received by an average support desk are pleasant to slightly-not-pleasant in tone.  But occasionally a ticket shows up from a customer who is very irate and angry.  And sometimes that ticket might sit for a while before someone gets to it – which of course leaves the angry customer steaming even more.  […]

Read More