Articles

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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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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Version 5.0 of the Email Add-on brings new power to your help desk operations – especially if most of your tickets or replies are managed via email.  So here are 9 very cool things you can do with this add-on: 1. Set up dedicated mailboxes The Email Support add-on can retrieve mail from multiple mailboxes.  This […]

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A common request is to be able to use Awesome Support as a “paid support” ticketing platform. In other words, the user pays for support – either on a monthly subscription basis or pay-per-ticket basis.  This article shows you how to set up a simple pay-per-ticket support form.  However, if you have subscriptions or need […]

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Sometimes it would be nice to see your ticket in a popup – for example: This can be done a couple of ways: By creating a Gravity Forms form combined with our Email Support Addon and using it’s short code in any compatible popup maker.  We demonstrated how to use Gravity Forms to create a […]

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Introduction Have you ever wished that your general contact form would create a new ticket?  Here is how you can do this using Gravity Forms and our Email Support add-on. The idea is that you use the Gravity Forms builder to create the form and then send it directly to your Awesome Support inbox to […]

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The notification emails that Awesome Support includes are relatively basic.  This is by design – they will work even with the most basic email clients.  However, customers have often asked for “prettier” default emails.  One quick way to accomplish this without waiting for us to get around to it is by using the the Email […]

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Following a number of questions on the support forums, I decided it is time to clarify one thing about Awesome Support: how does the ticket assignment works. It seems that this process is not well understood. There are lots of confusions between the auto-assignment and the default assignee. I understand that this process might require […]

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Awesome Support used to be distributed through CodeCanyon. Up until version 2.1.4 it was the only option you had to purchase the plugin. For several reasons, we have decided to distribute the plugin for free starting from version 3. However, if you purchased it from CodeCanyon before that, there was no way to update to the […]

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As of April 27 2016, Mandrill is no longer a standalone service and has been integrated into MailChimp as a paid option. Free plans are no longer offered. Mandrill is transactional (one-to-one) e-mail infrastructure developed by MailChimp. It was released in 2012 by a group of engineers from the MailChimp team. It performs really well, it’s easy […]

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