Articles

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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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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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 […]

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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 […]

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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.  […]

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Introduction In a world of out-sourcing and virtual everything, more and more small and medium-size business owners are choosing to pay for the support and services they need, at the time they need it, rather than hiring more staff. Paying a moderate retainer to have 24-hour access to experts who will solve their problems is […]

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Introduction Do you have data in other applications that needs to be pushed into Awesome Support in semi-real-time?  If so, our Zapier integration just might be the perfect way to get it done without writing code.  You will still need some technical skills to get it done.  But if you’re a power-user of some kind, […]

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