Articles
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 […]
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 […]
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. […]
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 […]
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, […]
Have you ever wanted to give your new support users a way to get support without ever having to log into your support system? With Awesome Support there is a way that your new support users can interact with your support system without ever needing to visit your website. To properly set this up you […]
Awesome Support, in combination with its extensions, offer at least 20 different alert (notification) mechanisms. Almost all of these alerts allow you to configure the content of the alert using “template tags” (place-holders for actual data collected at the time the alert is sent). In this article we list all of the notification types and […]
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 […]
Over the last few years browsers have started to integrate technology for Push Notifications. What this means is that websites can push alerts directly to you via your browser. Most sites use these for order notifications or for marketing – alerting you to discounts and coupons. Many times these alerts can be super annoying. But, […]
Awesome Support was designed to integrate smoothly into the WordPress admin console. Unlike other products, very few visual enhancements are included so the Awesome Support screens look and feel just like most other core WordPress screens. But, as you will probably agree, core WordPress screens are a little lacking; some would even say its downright […]
One of the common requests we get is to customize our login form. Unfortunately Awesome Support does not have that feature – primarily because there are at least a dozen login-form customizer plugins out there. We figured there was no need to build yet another plugin to offer the same functionality. Instead, here is the […]
Ok, so this is a little bit of a different article – a bit outside of our normal fare. But, I think its an important topic – whether you’re an end customer of ours or a consultant that uses our products for your clients. When someone writes a negative review online, it has an immediate impact […]