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Documentation: Extensions: All

Awesome Support Extensions

  1. Email Support / Email Piping
    1. Setting Up E-Mail Support
    2. Gmail Considerations
    3. Creating New Tickets Via Email
    4. Handling Replies To Closed Tickets
    5. Hooks And Filters
    6. Incompatible WordPress Hosts
  2. Private Credentials
    1. Installation (Private Credentials)
    2. Enabling 2nd Level Encryption (Strongly Recommended!)
    3. Private Credentials Concepts
    4. The End User Experience
    5. The Support Agent Experience
    6. Troubleshooting (Private Credentials)
  3. Satisfaction Survey
    1. Satisfaction Survey Concepts
    2. Installation
    3. Personalizing Satisfaction Survey
    4. Configuration Options
    5. View And Manage The Result Of A Satisfaction Survey
    6. Tips and Troubleshooting
  4. Custom Status
    1. Installation
    2. Creating/Adding Custom Statuses
    3. Using Custom Statuses
    4. Known Conflicts And Limitations
  5. FAQ
    1. Frequently Asked Questions
    2. Customizing the FAQ Page
  6. WooCommerce
    1. WooCommerce
  7. Smart Agent Assignment
    1. Smart Agent Assignment Concepts
    2. Smart Agent Installation
    3. Smart Agent Assignment Algorithms
    4. Setting Agent Availablity
    5. Assigning Agents To Departments
    6. Assigning Agents To Products
  8. Automatic Ticket Close
    1. Automatic Ticket Close Concepts
    2. Installation (Automatic Ticket Close)
    3. Configure Automatic Ticket Close
    4. Misc And FAQ (Automatic Ticket Close)
  9. Guest Tickets
    1. Installation (Guest Tickets)
    2. How It Works
  10. Gravity Forms
    1. Gravity Forms Concepts
    2. Installation (Gravity Forms)
    3. Explore The User Interface
    4. Creating Your First New Ticket Form
    5. Creating A Ticket Reply Form
    6. When Things Go Wrong
    7. Form Settings
    8. Sample GF Forms
    9. Tips and Tricks
  11. Custom Fields Extension
    1. Installation (Custom Fields Add-on)
    2. Custom Fields Concepts
    3. Adding Your First Custom Field
    4. Complex Forms
    5. Conflicts And Issues
  12. Admin Report Widgets
    1. Installation (Admin Report Widgets)
    2. Overview
    3. Widget List
    4. Managing Your Widgets
  13. Public Tickets
    1. Installation
    2. Overview
    3. Post-Installation Configuration (Mandatory)
    4. Configuration Options
    5. ShortCode Parameters
    6. Agents: Changing Public/Private Status
    7. Clients and Customers: Changing Public/Private Status
  14. Filepicker
    1. Filepicker
Dated: 09 Sep 2016

Email Support / Email Piping

The EMAIL SUPPORT extension allows correspondence with customers via email on all ticket matters. Once a ticket has been created via the website, all future exchanges can be done via email.

Both customers and support agents can send and receive ticket updates using nothing but their email clients.

Most e-mail clients are supported including popular ones such as Microsoft Outlook and Gmail.

Setting Up E-Mail Support

The e-mail support add-on enables Awesome Support to process incoming e-mails and attach them to the appropriate ticket. For more details about what the add-on does, please see the E-Mail Support add-on page.

Requirements

  • Awesome Support version 3.1.4+
  • A dedicated e-mail inbox

The dedicated e-mail inbox can be with any e-mail provider (Gmail, Outlook.com…) as long as it supports the POP3 and / or IMAP protocols.

This inbox must be dedicated to Awesome Support. When the add-on will check for new e-mail, all e-mails present in the inbox will be downloaded and deleted from the e-mail server. If the inbox contains irrelevant e-mail, they will be added in the “Unassigned” folder in Awesome Support.

This documentation will give you configuration examples for the major e-mail providers but we can’t go through them all. If your provider is not in the examples you will need to find the necessary settings by yourself. A Google search for “[provider] pop3 settings” will give you the answer in most cases, and if not you will need to contact your e-mail provider / hosting provider.

How It Works

Because checking an inbox takes some time (connecting to the e-mail server, authenticating, checking for new e-mails, downloading them…), everything is done in the background. When the plugin will check for new e-mails, a notification will be displayed in the bottom right corner of your screen. Don’t worry if your site slows down a little during the verification.

Awesome Support checking for new e-mails

Awesome Support checking for new e-mails

Awesome Support will check your inbox at the frequency you selected. When checking for new e-mails, two things can happen: Awesome Support successfully connects to the server and retrieves the e-mails, or something wrong happens (incorrect settings, e-mail server down…).

If something goes wrong you will be notified. The notification should display a clear error message explaining why e-mails couldn’t be checked.

E-Mail Checking Failed

E-Mail Checking Failed

If everything is alright you should see a notification indicating the number of e-mails imported.

E-Mail Checking Success

E-Mail Checking Success

From here two things can happen. For each imported e-mail, Awesome Support will either

  • Identify who sent it and to which ticket it relates, in which case the e-mail is converted to a reply to the appropriate ticket,
  • Fail to identify the sender or the ticket the e-mail relates to, in which case the e-mail is sent in the “Unassigned” folder

Unassigned Replies

If an incoming e-mail can’t be identified, it lands in the Unassigned folder. An administrator will have to manually inspect the e-mail and decide who sent it and / or to which ticket it relates to.

Unassigned Tickets Screen

Unassigned Replies Screen

Once they land in this folder, e-mails are converted into unassigned replies. You will need to manually process each unassigned reply one by one and update the unknown information.

Two things can be missing to an unassigned reply: the sender and/or the ticket ID. While updating an unassigned reply, you will only be asked for the missing information. It can be the ticket ID, the sender or both.

It is important to understand that the system can only identify the sender if the e-mail address used to send the e-mail is found in the database. If there is no user account registered with this e-mail address Awesome Support will be unable to identify who sent this reply.

Unassigned Reply Update Screen

Unassigned Reply Update Screen

All incoming e-mail’s headers are stored in the database. When you inspect an unassigned reply, you will have access to the entire e-mail header in order to get every bit of information that might help you identify the reply.

Settings

The Awesome Support E-Mail Add-On has very few settings and most of them are related to the e-mail provider. The only setting that is not related to the ESP is the frequency at which the add-on will run to check for new e-mails. This option is self-explanatory and we won’t detail it here.

Connection Information

These are the basic settings, telling Awesome Support where to go to check the inbox and what credentials to use. The plugin will try to figure out the rest by itself, but if it can’t you might have to change some of the advanced settings.

Setting Value
E-Mail Server The address of the e-mail server that you’re using. This usually depends on the protocol you’re going to use
Protocol The protocol to use when connecting to the e-mail server. We recommend using POP3, which most ESPs will support
Username The username to use for logging in the inbox
Password The password to use for logging in the inbox

With all these settings set Awesome Support should be able to log into your inbox, look for new e-mails, download them into WordPress and delete them from the e-mail server. Once again, the inbox should be dedicated to Awesome Support only.

Advanced Settings

Setting Value
Port The port to connect to the e-mail server through
Secure Port Whether or not to use a secured connection to the e-mail server. This is defined by your ESP, it’s not for you to decide
Timeout The delay after which a connection attempt is declared unsuccessful if Awesome Support hasn’t logged-in yet

Incompatible E-Mail Providers

None so far.

Settings Examples

Gmail / Google Apps

Please note that Gmail requires you to enable POP3 from your account settings. If you don’t know how to enable POP3 please read this guide from Google.

Setting Value
E-Mail Server pop.gmail.com
Protocol POP3
Username Your e-mail including the @ part (eg. [email protected] or [email protected])
Password Your account password
Port 995
Secure Port Yes
Timeout 300

Outlook.com / Hotmail / Windows Live Domains

Please note that Outlook.com requires you to enable POP3 from your account settings. If you don’t know how to enable POP3 please read this guide from Microsoft.

While activating POP3, let the app delete the messages by checking “what the device or app says—if it’s set to delete messages, delete them.”. If you don’t select that option, all e-mails will be downloaded every-time Awesome Support checks your inbox.

Setting Value
E-Mail Server pop3.live.com
Protocol POP3
Username Your e-mail including the @ part (eg. [email protected] or [email protected] or [email protected])
Password Your account password
Port 995
Secure Port Yes
Timeout 30

Yandex

Setting Value
E-Mail Server pop.yandex.com
Protocol POP3
Username Your e-mail including the @ part (eg. [email protected])
Password Your account password
Port 995
Secure Port Yes
Timeout 30

Gmail Considerations

Introduction

Google changes its security and other gmail requirements on a regular basis.  Below is what we know about connecting to Gmail right now.

  1. Gmail requires you to enable POP3 or IMAP from your account settings. If you don’t know how to enable POP3 please read this guide from Google.
  2. It also requires you to turn on an option called “less secure connections”.  Basically, this means that you are allowing only basic user id and password access to the email account instead of the more complex oAuth sign-in process that web-based logins can use.  Basic User id and Password access is what all other email clients will require as well.  Learn how to turn this option on here: https://support.google.com/a/answer/6260879?hl=en
  3. An alternative to (2) above would be to create an “app password”.  This allows you to create a password to be used only by this plugin.  You can do that here: security.google.com/settings/security/apppasswords

Once you have finished the tasks above, you can proceed with configuring the options in TICKETS->SETTTINGS->EMAIL PIPING

POP3 Settings

Setting Value
E-Mail Server pop.gmail.com
Protocol POP3
Username Your e-mail including the @ part (eg. [email protected] or [email protected])
Password Your account password
Port 995
Secure Port Yes
Timeout 300

IMAP Settings

Setting Value
E-Mail Server imap.gmail.com
Protocol IMAP
Username Your e-mail including the @ part (eg. [email protected] or [email protected])
Password Your account password
Port 993
Secure Port Yes
Timeout 300

 

 

Creating New Tickets Via Email

By default, the Email Support add-on will not create new tickets based on emails.  To do that, you have to explicitly turn this option on.  You can find the options for handling unknown emails in TICKETS->SETTINGS->EMAIL PIPING.  Scroll down to the ADVANCED section and find the option for Unassigned Email Handling.

There are three options:

  1. Leave in Unassigned Folder:  Selecting this option will place all incoming emails that cannot be matched to an existing ticket in a folder called “Unassigned”.  You can see this folder on the left side of your screen under the TICKETS menu.
  2. Create New Ticket And User:  Selecting this option will take any email that cannot be matched to an existing ticket and attempt to create a new ticket.  If the email address is unrecognized it will also automatically create a new user account and send the user a link to set a password.
  3. Create new ticket if email address matches an existing user; otherwise leave in “Unassigned” folder:  This option will create new tickets only for email addresses that are already in your system.  Otherwise, emails will be placed in the “Unassigned” folder.
Please be aware of the security implications of choosing option #2.  With this option any spammer can automatically create a ticket and an account in your system!

 

Handling Replies To Closed Tickets

Users will inevitably try to respond to tickets that have been closed.  The add-on provides two options for dealing with these messages.

as-closedticketreplies

You can find these options under the TICKETS->SETTINGS->Email Piping tab.

The options allow you to reject the reply and send a rejection email or to accept the reply and re-open the email.

If you choose the option to reject the message, you can configure the notice that the customer receives under the TICKETS->SETTINGS->E-MAILS tab.

Hooks And Filters

Here are some of the more useful hooks that are available in the Email Support add-on.

Action Hooks

wpas_process_ticket_attachments

Available in version 0.3.0 or later.

This action is called when attachments are being processed.  Accepts the id of the ticket and the email attachment array.

do_action('wpas_process_ticket_attachments', $parent_id, $this->email['attachment'] );

wpas_email_reply_converted

Available in version 0.3.0 or later.

This action is fired when an unknown or unassigned email reply is converted into an actual ticket.

do_action( 'wpas_email_reply_converted', $this->post_id, $status );

Filters

ases_post_clean_content_filter

Available in version 0.3.1 or later.

Used to replace the final cleaned content with your filtered content.  Accepts the filtered content and the original raw email content.

One good use would be to handle HTML the way you want.  Extract the data from $raw, reformat it or strip html as you see fit.  When done, put the result in $content.

apply_filters( 'ases_post_clean_content_filter', $content, $raw, $this );

ases_get_raw_content_filter

Available in version 0.3.1 or later.

Used to replace the raw content extracted from the incoming email.  Accepts the raw unfiltered body content of the incoming email.

apply_filters( 'ases_get_raw_content_filter', $raw, $this );

ases_get_user_id

Available in version 0.3.0 or later.

Filter called after a user id has been determined.  Can be used to change the user id for the incoming email. Accepts the user id and the email address (as determined at the time of the filter call)

apply_filters( 'ases_get_user_id', $user_id, $user_email, $this );

wpas_open_ticket_data

Available in version 0.3.0 or later.

Filter called when a ticket is being opened.  Can be used to change the data being saved with the ticket.  Be careful how you use this one!

apply_filters( 'wpas_open_ticket_data', array(
'post_content' => $this->get_content(),
'post_name' => $this->get_subject(),
'post_title' => $this->get_subject(),
'post_status' => 'queued',
'post_type' => 'ticket',
'post_author' => $new_user_id,
'ping_status' => 'closed',
'comment_status' => 'closed',
) );

 

Incompatible WordPress Hosts

This add-on requires that your host has ports 995 or 993 open – these are the industry standard IMAP and POP3 ports.  However, some hosts inexplicably keep these two ports closed.  If you are using these hosts you cannot use this add-on.  Instead we recommend that you find a different host that will allow access to your email server via these ports.

Hosts that block 995 and 933

We know that the hosts listed below block ports 995 and 993.  This is not an exhaustive list by any imagination.  So, if you know that our host blocks these ports please let us know so we can update our list.

  • WPENGINE

 

Private Credentials

Installation (Private Credentials)

Installation Instructions For The Private Credentials Add-on

  • Download the file to your desktop from the links provided in your purchase receipt or from your Account screen
  • In the WordPress Admin dashboard select Plugins->Add new
  • You should now see a screen with the list of plugins that are installed on your system.  At the top left is a button labelled Upload Plugin. Click on it.
  • You should see a dialog box asking for the plugin file.  Navigate to your desktop and choose the file you downloaded in the first step of this procedure then click the Open button at the bottom of the dialog box
  • You should now be back in the main Add plugin screen with the filename filled out.  Just click the Install Now button.
  • If all goes well you will see a new screen with a link that says Activate Plugin.  Click on it.  That will complete the plugin installation process.

Troubleshooting

If you get a “directory already exists” error message, you will need to use FTP to upload the updated plugin to the folder that already exists.  Check with your hosting provider for instructions on how to use FTP to upload files.  Please make sure you “unzip” the plugin files before uploading them via FTP

 

Private Credentials Concepts

Introduction

In an era where nothing is ever truly secure it is a very bad idea to be asking your customers to provide user ids and passwords over email.  And, when provided it is just as bad an idea to be saving them in the database without some sort of encryption.

The Private Credentials Add-on allows your customers to enter access credentials to one or more systems and allow them to be stored with an encryption key directly inside the Awesome Support database.  While no encryption scheme can be considered completely secure, any encryption is always better than none.

It is important to understand that the use of the Private Credentials add-on does not mean you can relax your normal security processes and procedures. This is simply an additional defense that works in conjunction with your already robust defenses (they are robust, right?)

Here is an image of what your customers will see when they choose to enter confidential information into a ticket.

as-pc-general01

Later sections of the documentation will walk you through how this screen is used.

How The Data Is Encrypted

All data entered into the form shown in the image above is encrypted with a key that is unique to the ticket.  The key and the data are both stored with the ticket.  This is done without any additional work on the administrators party.  But the data can be made more secure with one more step

In order for the data to be better secured, you will need to enable an option in your wp-config.php file.  Simply edit that file and add the following line to it:

define(‘WPAS_PC_ENCRYPTION_KEY_MASTER’,    ‘master encryption key here’);

You should use a very long master key and make sure you don’t forget it.

When this option is enabled, the  individual ticket keys are further encrypted by this master key.  In this way an intruder needs to pull both the data from the database AND the data from the separately located wp-config.php file in order to decrypt the private credential contents.

Additional Security Precautions

When a ticket is close, all private credentials are automatically removed.  This means that you will not be maintaining a treasure-trove of private customer information.  This will make your system less of a target to would-be hackers/intruders.

The End User Experience

In order for the end-user to access the Private Credentials form they must first create a ticket AND save/submit that ticket.  Once that has been completed, a new button will appear on the ticket named Enter Private Credentials.  You can see where that is generally located on the ticket in the image below – circled in green.

as-pc-enduserexperience01

 

When the user clicks that button they will be shown the Private Credentials form as shown in the image below:

as-pc-general01

How To Use The Form

This form initially looks complicated but it is very easy to use.  Most users usually have just one set of credentials to use.  So the form is set up to allow them to start entering data right away into the fields shown.

  • System: Any name that defines what the credentials are for.  Eg: WordPress, Windows, TeamViwer, FTP etc.
  • Username: The Username associated with the credentials.  Most credentials are simple user names and passwords/
  • Password: The Password associated with user/pw pair of credentials.

Clicking the SAVE button will save the credentials to the ticket.

Entering Multiple Credentials

Should the user need to provide multiple sets of credentials, they can do so by using the ADD button.  This will create a new tab on the form – see the image below.

as-pc-enduserexperience02

The user can then simply fill in the fields and click the SAVE button again to add an additional set of credentials.

When the user is ready to exit the form and return to the ticket they can simply click the CLOSE button.

When the ticket is refreshed (the user can click CTRL-R to refresh), the Private Credentials button will show a number in parentheses that correspond to the number of private credentials stored on the ticket.

as-pc-enduserexperience03

 

 

Clicking the View Private Credentials button again will pop up the form to display the data that was previously entered.

The Support Agent Experience

The Support Agent experience will be similar to the End User experience  except that it will be occurring inside the WP-ADMIN center.  The support agent will be able to access any Private Credentials that the customer has provided by clicking on the “View Private Credentials” link in the metabox on the right hand side of the ticket.

Because it is a metabox, it can be located anywhere on the right hand side so, in your installation of WordPress you might have to scroll down a a bit to find it.  However, the link will look similar to that shown in the green circle in the image below.

as-pc-agentexperience03

When clicked, the following form will pop up:

as-pc-agentexperience04

The agent can then use the data via standard copy-and-paste key-board key combinations.

Note: Good security practice would be to have all agents delete the credentials after using them. They can do this using the DELETE button.

 

 

Troubleshooting (Private Credentials)

Private Credentials Metabox Does Not Show Up On Ticket In Support Agent Screen

If you do not see the Private Credentials metabox on the backend ticket details page, click `Screen Options` in the upper right-hand corner of the ticket details page, then make sure `Private Credentials` is checked.

All Private Credentials Are Suddenly Garbled

This occurs if you change the master encryption key in your wp-config.php file.  Once you set your key, changing it will change the key used to decrypt existing credentials as well – resulting in garbled output.  If you wish to change your master key you should delete the credentials from all open tickets and ask your customers to re-add them to the ticket(s).

Some Passwords Are Being “Cut-Off”

Passwords with double-quotes are not allowed right now.  Everything after the “double quotes” will be removed.  We hope to get this resolved in a future version.

Private Credentials

Satisfaction Survey Concepts

Introduction

The Satisfaction Survey add-on enables you to automatically send a survey email to your customers after a ticket has been closed.  The email will contain a link to a survey where the customer can indicate how satisfied they were with the efforts of the support agent to resolve their issue.

Here is an example of what an email can look like – note that we have “prettied” up this email example to add a logo, a nice footer etc.

as-ss-sample-email

When the user clicks on the survey link, they are taken to a simple page on the WordPress webiste to complete the survey.  The webpage will look similar to the following:

as-ss-sample-survey

The survey is kept as simple as possible – studies have proven that customers are more likely to complete a survey if the expected time investment is small.

WordPress Cron

The Satisfaction Survey Add-on uses WordPress’ Cron System to schedule the emails being sent to the customer.  This means that:

  1. You need to ensure that your WordPress Cron system is working properly.
  2. That your site is receiving enough traffic to trigger WordPress’ Cron system at the appropriate time.  Your site should be getting at least one visitor every hour in order to trigger the WordPress Cron system.

Installation

Installation Instructions For The Satisfaction Survey Add-on

  • Download the file to your desktop from the links provided in your purchase receipt or from your Account screen
  • In the WordPress Admin dashboard select Plugins->Add new
  • You should now see a screen with the list of plugins that are installed on your system.  At the top left is a button labelled Upload Plugin. Click on it.
  • You should see a dialog box asking for the plugin file.  Navigate to your desktop and choose the file you downloaded in the first step of this procedure then click the Open button at the bottom of the dialog box
  • You should now be back in the main Add plugin screen with the filename filled out.  Just click the Install Now button.
  • If all goes well you will see a new screen with a link that says Activate Plugin.  Click on it.  That will complete the plugin installation process.

Important Step – Permalinks Generation

We have to get WordPress to regenerate its Permalinks.  To do this just go to Settings->Permalinks.  You don’t have to make any changes – just click the Save button.

Any surveys that are sent out before this step was taken will not work!  The link in the email that takes the customer to the survey will produce a 404 error instead!

Troubleshooting

If you get a “directory already exists” error message, you will need to use FTP to upload the updated plugin to the folder that already exists.  Check with your hosting provider for instructions on how to use FTP to upload files.  Please make sure you “unzip” the plugin files before uploading them via FTP

 

Personalizing Satisfaction Survey

Introduction

When the Satisfaction Survey add-on is activated, it is ready to go.  Its default configuration allow you to get started right away – it will:

  • Send out a survey to customers 24 hours after a ticket has been closed
  • Automatically delete the results of any survey if the ticket is re-opened
  • Display a rating column on the Tickets List page
  • Give the customer only two choices – “Bad” and “Good”
  • Provide 5 reasons for the customers to choose from if they stated that their experience was “Bad”.

Accessing Configuration Options

You can access the configuration page by going to Tickets->Settings and clicking on the Satisfaction Survey tab.

What The Options Mean

Configuration options are divided into four sections

  • Miscellaneous (General)
  • Rating Scale
  • Unsatisfied Reasons
  • Email Template

In the next part of this documentation we will cover each item in each section.

Configuration Options

Introduction

On the configuration tab for Satisfaction Survey, the options are divided into four sections

  • Miscellaneous (General)
  • Rating Scale
  • Unsatisfied Reasons
  • Email Template

Miscellaneous (General)

as-ss-options-general

Delay:  This is the number of minutes to wait AFTER a ticket is CLOSED before sending out the survey email.  The default is 1440 mins (24 hours).

Delete survey on ticket reopen:  If a ticket is reopened, the existing rating can be automatically removed.  If left unchecked, the original rating stays and the customer will have no option to provide a different rating after the ticket is closed again.

Display Rating column:  The satisfaction rating that the customer has assigned to a ticket can be shown in the primary ticket list by keeping this box checked.

Rating Scale

Degrees: This sets the granularity of the scale.  The default is two – basically giving the customer only two choices (bad/good or unsatisfied/satisfied).  But you can set the rating up to a scale of 10.  Common scales are 2, 3 (Bad, Neutral, Good), 5 and 10.

Bad Label:  This is the label the user sees on the “bad” end of the scale.  Common labels are “Bad” and “Unsatisfied”.  But, obviously, you can choose your own.

Good Label: This is the label the user sees on the “good” end of the scale.  Common labels are “Good”, “Very Satisfied” and “Satisfied”

as-ss-options-ratingscale

You can use the CSS classes and IDs listed to configure the look of the survey webpage.  (If this sentence is greek to you, please ask your software developer for assistance).

Unsatisfied Reasons

When the customer selects a bad rating, they see a drop-down that allow them to choose a reason they are not satisfied.

Dropdown Trigger:  This is the percentage on the scale that triggers the drop-down to be visible.  Generally, if a user chooses anything below 50% of the scale, you would want to know why.  So, if the Degrees is set to 10 and this Dropdown Trigger is set to 50% then the user will see the drop-down of reasons if their rating is 5 or less.

  • If the Degrees is set to 2 and this Dropdown Trigger is set to 50% then the user will see the drop-down of reasons if their rating is bad/unsatisfied
  • If the Degrees is set to 6 and this Dropdown Trigger is set to 50% then the user will see the drop-down of reasons if their rating is 3 or less

Unsatisfied Reasons:  This is the list of reasons that the customer can choose from if they provide a rating that is less than the Dropdown Trigger field.  You can edit this list by placing each reason on a new line.

as-ss-options-unsatisfiedreasons

Email Template

The email template allows you to configure the contents of the survey email that is sent out to the customer.  You can use “template tags” – valid tags are shown at the bottom of the section.

as-ss-options-emailtemplate

View And Manage The Result Of A Satisfaction Survey

Introduction

If the user fills out a survey, the results can be seen directly on the ticket.  There will be a box on the right hand side of the ticket with the title “Satisfaction Survey”.  It contains the results of any survey completed and has management tools for managing the survey.

as-ss-options-ticket01

Generally, once the ticket is closed AND the survey is sent the Satisfaction Survey status box will say Client Submission Pending.  If the customer fills out the survey the contents of the box will change to show the results of the survey.

Satisfaction Survey States

The Survey information box goes through four states.

1. When the ticket is still open (not closed) the box will look like this:

as-ss-ticketstates01

2. When the ticket is initially closed, a timer counts down showing the delay between the time the ticket was closed and the time the survey will be sent

as-ss-ticketstates02

In this state there are three options:

  • Reschedule will restart the countdown
  • Cancel will stop the email from going out
  • Send Now will immediately send the survey

3.  After the ticket is sent the survey sits in a pending state.  This is what the status box looks like then:

as-ss-ticketstates03

  • Reschedule will restart the survey countdown
  • Send Now will immediately send out another survey email

4. If the user fills in the survey, this is what the box will look like then:

as-ss-ticketstates04

You will be able to:

  • See the Rating that was assigned by the customer.
  • Hover over the “comment” icon to show a tooltip with comments that the user entered.
  • Hover over the “reason” icon to show the reason the user chose for his bad experience.

 

Tips and Troubleshooting

Customizing the Look Of The Landing Page

When the user clicks on the satisfaction-survey link, they will be taken to a web page with the survey.  This page uses the default page template of your website. Sometimes, the default page can include distracting elements of your site such as headers or even certain menu items.  But, you can create a more user friendly, less distracting page by creating a new page template file called page-satisfaction-survey.php.  Yes, you do need to know some PHP and WordPress concepts in order to do this.

Custom Status

Installation

Installation Instructions For The Custom Status Add-on

  • Download the file to your desktop from the links provided in your purchase receipt or from your Account screen
  • In the WordPress Admin dashboard select Plugins->Add new
  • You should now see a screen with the list of plugins that are installed on your system.  At the top left is a button labelled Upload Plugin. Click on it.
  • You should see a dialog box asking for the plugin file.  Navigate to your desktop and choose the file you downloaded in the first step of this procedure then click the Open button at the bottom of the dialog box
  • You should now be back in the main Add plugin screen with the filename filled out.  Just click the Install Now button.
  • If all goes well you will see a new screen with a link that says Activate Plugin.  Click on it.  That will complete the plugin installation process.

Troubleshooting

If you get a “directory already exists” error message, you will need to use FTP to upload the updated plugin to the folder that already exists.  Check with your hosting provider for instructions on how to use FTP to upload files.  Please make sure you “unzip” the plugin files before uploading them via FTP

 

Creating/Adding Custom Statuses

Adding Custom Statuses

Once the extension has been installed there will be a new Custom Status menu option under your TICKETS menu in the WordPress Admin sidebar.  To get started, click on it.

The initial screen will be blank.  To add a new custom status, just click on the New Status button at the top of the screen.

AS-CustomStatus-05

You will see a screen with a single field in the main area.

AS-CustomStatus-06

  • Enter the label for your custom status (Eg: “Critical” or “Level 3”).
  • Then choose a color.
  • Finally, click the Publish button on the right hand side of the screen.

Repeat until you have added all the custom statuses you need.

Note: Depending on which WordPress plugins are installed, there might be additional “metaboxes” and custom fields from other plugins in the main area.  Refer to those plugins documentation on what to do with those pieces of data.  Generally, you will do nothing.

 

Using Custom Statuses

Using Custom Statuses

Once you have installed the Awesome Support Custom Status Extension and added a few custom statuses, using those statuses is very easy.  The new statuses will appear where the standard three statuses usually appear – see image below:

AS-CustomStatus-03

Simply click the Current Status dropidown and select any one of your new statuses.

Known Conflicts And Limitations

Limitations

The maximum number of characters in a Custom Status is 20

Known Conflicts

Version 1.x might conflict with the following:

  • Admin Columns Pro
  • Admin Menu Sorter

 

FAQ

Frequently Asked Questions

The FAQ addon is quite simple to use. By default, there is no configuration at all. The questions are displayed using your theme’s default archive page, and single questions are displayed using your theme’s default single page.

However, if you want to customize the look of your FAQ, you can use the dedicated shortcode [faq].

The shortcode has a number of parameters available:

  • limit (default 10): the number of questions to display
  • before_title: something to display before the question title. The default is an H3 tag
  • after_title: something to display after the title. The default closes the H3 tag
  • before_answer: something to display before the answer. The default is a div
  • after_answer: something to display after the answer. The default is a closing div
  • cat: ID of categories to limit the questions to. Separate multiple categories IDs with a comma

Customizing the FAQ Page

If you wish to customize the FAQ page, there are two ways of doing it. Depending on if you’re a developer or not, you’ll chose the solution that suits you best.

Page Template

If you’re not familiar with the templates hierarchy and don’t know how to write a theme template, this is the solution you wanna go for.

Assuming that your theme has several page templates available and you want to use one of these templates, you can do so by following those steps:

  1. Create a new page (you can call it Frequestly Asked Questions for instance)
  2. Select the appropriate page template
  3. In the content editor, paste the shortcode [faq]

FAQ Single Archive

The FAQ is a standard WordPress post type registered as faq. This means that you can customize its archive page using the standard WordPress templates hierarchy.

Simply create a new file called archive-faq.php in your theme and customize your archive from there. You can copy/paste archive.php to use as a starter template.

WooCommerce

WooCommerce

Note For Mobile Users: Portions of this page contains code examples. To best view this page you should turn your device to landscape mode.

Installation

  1. Buy the add-on and download it from your account page
  2. Go to Plugins > Add New > Upload and select the ZIP file you just downloaded
  3. Click Install Now, and then click Activate
  4. You should be ready!

What It Does

The Awesome Support WooCommerce Extension (ASWC) does a few different things.

Firstly, users will now find that they can easily open a ticket from their WooCommerce ‘My Account’ page, for each of their orders:

Clicking Get Help will take them to the order page, where a ticket form awaits them. They can choose a specific product from the order that they need help with too:

Back on the My Account page, they can also view their existing tickets, and easily choose one to check on or view again:

The standard [ ticket-submit ] shortcode will continue to work as expected, with some extra fields added so the user can choose the product/order their ticket relates to:

Back in the admin view of a ticket, the agent will be able to see a new metabox called Customer Profile. This contains the ticket submitter’s customer details, like so:

Customer Profile

And finally, in the admin view of an order, you can see the tickets that have been created relating to an order in the new Order Tickets metabox:

Settings

By default, WooCommerce Awesome Support limits the creation of new tickets to paying customers. However, you may want to allow non-customers to open a ticket.

To do so, go to WooCommerce > Settings > Integration > Awesome Support and enable the Allow Non-Customers setting like so:

FAQ

How can I let customers choose orders for other order statuses?

As of 1.1.0, only completed, processing and on-hold orders appear in a new ticket’s order custom field list. Additionally, the get help button only appears for orders with those statuses.

To change this, you can filter it by using the following code (which shows it for any order status, change as you see fit), which can be add to your functions.php:

add_filter( 'aswc_help_allowed_statuses', 'custom_allowed_aswc_statuses' );
function custom_allowed_aswc_statuses( $statuses ) {
    $statuses = array( 'completed', 'processing', 'on-hold', 'pending', 'cancelled', 'refunded', 'failed' );
    return $statuses;
}

Why am I unable to see the ‘New Ticket’ form?

Seeing something like this?

 

Probably because you’re an admin or agent!

If you really want to see it, add the following to your functions.php:

add_filter( 'wpas_agent_submit_front_end', '__return_true' );

How can I make the order number field optional on tickets?

Add this to your functions.php file:

add_filter( 'awesome_support_woocommerce_order_general_field', '__return_true' );

Smart Agent Assignment

Smart Agent Assignment Concepts

This Add-on for Awesome Support allows tickets to be assigned (“routed”) automatically to agents based on pre-defined multi-step algorithms.  It is useful when you have more than one of any combination of the following:

  • Agents
  • Departments
  • Products

There are 5 pre-built algorithms to choose from.  When a ticket is submitted by a customer the selected algorithm evaluates the ticket and assigns an agent based on the algorithm rules.

Select an algorithm by going to Tickets->Settings->Smart Assignment.  A description of each algorithm is shown as it is selected.

Additionally, in the same screen, you can select which agent roles participate in your selected algorithm.  This prevents Admins, for example, from being included in automatic assignment if that is not part of your workflow.

Smart Agent Installation

Installation Instructions For The Smart Agent Add-on

  • Download the file to your desktop from the links provided in your purchase receipt or from your Account screen
  • In the WordPress Admin dashboard select Plugins->Add new
  • You should now see a screen with the list of plugins that are installed on your system.  At the top left is a button labelled Upload Plugin. Click on it.
  • You should see a dialog box asking for the plugin file.  Navigate to your desktop and choose the file you downloaded in the first step of this procedure then click the Open button at the bottom of the dialog box
  • You should now be back in the main Add plugin screen with the filename filled out.  Just click the Install Now button.
  • If all goes well you will see a new screen with a link that says Activate Plugin.  Click on it.  That will complete the plugin installation process.

Troubleshooting

If you get a “directory already exists” error message, you will need to use FTP to upload the updated plugin to the folder that already exists.  Check with your hosting provider for instructions on how to use FTP to upload files.  Please make sure you “unzip” the plugin files before uploading them via FTP

 

Smart Agent Assignment Algorithms

There are 5 pre-built algorithms to choose from.  When a ticket is submitted by a customer the selected algorithm evaluates the ticket and assigns an agent based on the algorithm rules. You can select an algorithm by going to Tickets->Settings->Smart Assignment.  A description of each algorithm is shown as it is selected.

Additionally, you can select which agent roles participate in your selected algorithm.  This prevents Admins, for example, from being included in automatic assignment if that is not part of your workflow.

Here are the descriptions of each of the algorithms:

Agent Availability #1

This is the simplest algorithm available.  Its rules are as follows:

  • Check for a set of agents based on agents day and time availability only. If no agents exist use the default agent (any agent with the least number of tickets).

This simple algorithm is a great way to get started if you have multiple agents who work different shifts.  The only condition being used to evaluate who gets the ticket is the time of day the agent is available (as defined in the user profile of the agent).

Product And Agent Availability #1

This algorithm is useful if you provide support for multiple products but certain agents specialize in providing support for different products.

  1. Check for a set of agents that supports the product the user selected on the ticket. Then, from that set of agents, check for an agent currently working (based on the day and times set in their agent/user profile).
  2. If a working agent isn’t found, then assign the ticket to the default agent (currently any agent with the least number of tickets).
  3. If no product is entered on the ticket then check for any agent currently working regardless of product. If an agent is not found then assign the ticket to the default agent (any agent with the last number of tickets).

Product And Agent Availability #2

Just like the prior one, this algorithm is useful if you provide support for multiple products but certain agents specialize in providing support for different products.

  1. Check for a set of agents that supports the product the user selected on the ticket. Then, from that set of agents, check for an agent currently working (based on the day and times set in their agent/user profile).
  2. If an agent isn’t found, then check for any agent assigned to that product regardless of working hours.
  3. If one is not found then check for any agent with current working hours regardless of product.
  4. If an agent is still not found then assign the ticket to the default agent (any agent with the least number of tickets).
  5. If no product is entered on the ticket then check for any currently working agent agent. If no agent is found then assign to the default agent.

Departments And Agent Availability #1

This is a relatively simple algorithm:

  1. Try to find a current working agent who has the same department as the ticket.
  2. If no match then use the default agent (any agent with the least number of tickets).

Departments And Agent Availability #2

  1. Try to find a current agent who has the same department as the ticket.
  2. If no agent is found then use any available agent regardless of department.
  3. If an agent is still not found then use the default agent (any agent with the least number of tickets).

 

Setting Agent Availablity

Select Which Agent Roles Will Participate In Smart Assignment

The first step in configuring whether an agent is even considered in an algorithm is to make sure that their ROLE is selected to be used by the add-on.  To do this, just go to TICKETS->SETTINGS->Smart Assignment.

Generally speaking, you would at least turn on the Support Agent role.  But, maybe you have a group of agents that should not be assigned tickets at all – in which case you would have to create a new role and assign that role to the agents to be considered by the Smart Agent plugin.

What Times Are An Agent Available To Work?

A critical component of all the algorithms is the availability of the agent(s) to work.  Each agent must have their working hours set in the user profile.  Access the agent’s user profile by going to the USERS menu option in the left hand side of the WordPress Administration Console.

Once you are inside agent’s profile, scroll down to the section with the heading: Awesome Support: Set Product and Availability Of Agent

In this area you will see a section called Days Available.   For each day there are 4 time blocks.  This allows an agent to have up to 3 breaks per work session.  If you only have one work session for an agent then only the first  row for each time block for each day needs to be filled out.

as-sa-timeofdayforagents

Assigning Agents To Departments

Before you can use any algorithm that involves departments you must do three things:

  1. Enable departments
  2. Add departments
  3. Assign your support agents to departments

1. Enable Departments

You can enable departments by going to Tickets->Settings->General.  About 1/3 of the way down the page you’ll see a checkbox labeled Enable departments management.  You should check that box and then click the Save button.

2. Add Departments

Once departments are enabled you can create a list of departments that match your situation.  Navigate to Tickets->Departments and add your departments there.

3. Assign Support Agents To Departments

To assign support agents to departments you must do so in the support agent’s user profile.   Access the agent’s user profile by going to the USERS menu option in the left hand side of the WordPress Administration Console.

Once you are inside agent’s profile, scroll down to the section with the heading: Awesome Support Preferences

as-sa-departmentassignmentforagents

Check off the department(s) that the agent is allowed to work in and then click the Save button at the bottom of the page.

Assigning Agents To Products

Before you can use any algorithm that involves products you must do three things:

  1. Enable products
  2. Add products
  3. Assign your support agents to products

1. Enable Products

You can enable departments by going to Tickets->Settings->General.  About 1/3 of the way down the page you’ll see a section labeled Products Management.  First, you must check the box labeled Multiple Products.  Once that has been checked, the other options in that section are valid for use.

as-sa-multipleproducts

You can automatically synchronize your product list with WooCommerce or EDD.  You can also include/exclude products from the list available to your algorithm.

2. Add or Edit Products

Once products are enabled you can create a list of products or edit the existing list of products.  Navigate to Tickets->Products to manage your products for Awesome Support.

3. Assign Support Agents To Products

To assign support agents to products you must do so in the support agent’s user profile.   Access the agent’s user profile by going to the USERS menu option in the left hand side of the WordPress Administration Console.

Once you are inside agent’s profile, scroll down to the section with the heading: Awesome Support: Set Product and Availability Of Agent

as-sa-productsassignmentforagents

Check off the products(s) that the agent is allowed to work in and then click the Save button at the bottom of the page.

Automatic Ticket Close

Automatic Ticket Close Concepts

The Awesome Support Automatic Ticket Close extension allows you to streamline your daily workflow by closing tickets that have not had a customer response after a certain time period.  It provides for the delivery of multiple warning messages before finally closing the ticket.  By automatically closing tickets it makes it easier for agents to focus on tickets that are being actively responded to by customers.

You can control which tickets are automatically closed based on their status and can send an unlimited number of warning emails before closing the ticket.  For example, if you have the ticket with a status of “Hold”, you might not want to close that automatically. But, if you have a ticket that is “In Progress”, that would be a good candidate to automatically close if you have not received a reply from the customer.

This Add-on also allows you to create some interesting mixed workflows.  For example you can set all “In Progress” tickets to automatically close after 7 days of inactivity.  But, you can set tickets that are “Pending Close” to close automatically after 24 hours.  In this way, if an agent believes that a ticket should be closed sooner, all they have to do is change the status to “Pending Close”.

Only tickets that are waiting for a reply from the customer are considered for automatic closing. If the ticket is waiting for a reply from a support agent it is not going to be automatically closed by this add-on.

Note:  Some statuses used in the examples above such as “Pending Close” assume that the custom status extension is also installed and activated.  Also, the emails being sent do NOT use the HTML templates that were introduced in the Awesome Support core version 3.3.3.

Installation (Automatic Ticket Close)

Installation Instructions For The Automatic Ticket Close Add-on

  • Download the file to your desktop from the links provided in your purchase receipt or from your Account screen
  • In the WordPress Admin dashboard select Plugins->Add new
  • You should now see a screen with the list of plugins that are installed on your system.  At the top left is a button labelled Upload Plugin. Click on it.
  • You should see a dialog box asking for the plugin file.  Navigate to your desktop and choose the file you downloaded in the first step of this procedure then click the Open button at the bottom of the dialog box
  • You should now be back in the main Add plugin screen with the filename filled out.  Just click the Install Now button.
  • If all goes well you will see a new screen with a link that says Activate Plugin.  Click on it.  That will complete the plugin installation process.

Troubleshooting

If you get a “directory already exists” error message, you will need to use FTP to upload the updated plugin to the folder that already exists.  Check with your hosting provider for instructions on how to use FTP to upload files.  Please make sure you “unzip” the plugin files before uploading them via FTP

 

Configure Automatic Ticket Close

Warning: If you have open tickets please be careful how you configure this plugin.  An incorrect configuration can accidentally send out a ton of warning messages to your customers or close tickets prematurely!

Automatic Ticket Close contains NO defaults that would close tickets.  You must EXPLICITLY configure the extension to close tickets automatically.  To get started go to Tickets->Settings->Auto Close.

You will see a blank section titled “Add New Warning Message”.  This is the first email message that will be sent to warn the user that the ticket will be closed.

as-atc-addnewwarningmessage01

Fill in the fields using the following guidelines:

  • Status:  At the very least this should be set to “In Progress”.  You certainly don’t want to automatically close new tickets!
  • Age:  This is set in MINUTES, not days or hours!  So, be careful on how you set this!  Some common values are:  1440 = 1 day, 2480 = 2 days, 7200 = 5 days, 10080 = 7 days, 14400 = 10 days
  • Subject:  The subject line of the warning email that will be sent after the ticket activity has aged.
  • Warning Message:  This is the contents of the email message that will be sent to the customer. Generally this provides information about the ticket and warns the customer that the ticket is closed or about to be closed.  Email template tags can be used here.
  • Close:  Check this box if you would like the ticket to be closed after this message is sent.

After filling in the fields, make sure you click the Add Warning button to save the entry.

Note that to add your 2nd email you need to scroll to the BOTTOM of the screen to find the Add New Warning Message section.

Additional Settings

Below the emails you have configured is a section called Cron.  This is where you configure how often this extension searches for tickets that are inactive.

as-atc-cron01

Most users will set the Cron Recurrence field to Once Daily.  For most workflows there’s no need to check tickets more than once or twice per day.  However, if you have a large volume of tickets you can set it to once hourly.

The other fields in this section are there to help our support agents with debugging issues.

Don’t forget to click the Save Changes button after making changes!


Email Template Tags

These tags can be used in the subject line as well as the body of the email:
{ticket_id}, {site_name}, {agent_name}, {agent_email}, {client_name}, {client_email}, {ticket_title}, {ticket_link}, {ticket_url}, {date}, {admin_email}, {message}, {satisfaction_survey_link}, {satisfaction_survey_url}

Sample Email Contents

Here are some emails you could configure:

Initial Warning Message

Subject:

Ticket # {ticket_id} about to be closed…

Body: 

Hi {client_name},

Your support ticket (#{ticket_id}) has been idle for more than 5 days.  It will be closed soon.

To add additional comments, follow the link below:

{ticket_link} / {ticket_url}

Your Initial Message

{message}

Final Closing Message

Subject:

Ticket # {ticket_id} has been closed due to inactivity…

Body: 

Hi {client_name},

Your support ticket (#{ticket_id}) has been idle for more than 7 days.  It has been closed because there has been no additional activity on it.  Thank you very much for being a customer.  You will soon receive a survey to rate our performance on this ticket – we would appreciate it if you could take 30 seconds to provide feedback so that we can continue to improve our service.

 

Misc And FAQ (Automatic Ticket Close)

For Developers

All flags for sequencing of emails and status of emails sent are held in a metakey on the ticket with the name ac_sent_wmsgs.

The last time a ticket was checked or processed is held in a metakey on the ticket with the name last_autoclose_process_date.

Guest Tickets

Installation (Guest Tickets)

Installation Instructions For The Guest Tickets Add-on

  • Download the file to your desktop from the links provided in your purchase receipt or from your Account screen
  • In the WordPress Admin dashboard select Plugins->Add new
  • You should now see a screen with the list of plugins that are installed on your system.  At the top left is a button labelled Upload Plugin. Click on it.
  • You should see a dialog box asking for the plugin file.  Navigate to your desktop and choose the file you downloaded in the first step of this procedure then click the Open button at the bottom of the dialog box
  • You should now be back in the main Add plugin screen with the filename filled out.  Just click the Install Now button.
  • If all goes well you will see a new screen with a link that says Activate Plugin.  Click on it.  That will complete the plugin installation process.

Troubleshooting

If you get a “directory already exists” error message, you will need to use FTP to upload the updated plugin to the folder that already exists.  Check with your hosting provider for instructions on how to use FTP to upload files.  Please make sure you “unzip” the plugin files before uploading them via FTP.

How It Works

This add-on allows users to enter a ticket without having an account on the system.  It accepts the ticket data and automatically creates an account, creates the ticket and then logs the user out.  The user is then sent an email with a link to reset their password as well as the normal ticket confirmation emails.

If the user provides an email address that is already registered, they are prompted to log in to create their ticket.

The standard login screen created with the MY-TICKETS short-code is modified with a 3rd option titled “Guest Log in”.

as-guestlogin-image-02

Configuration Options

The plugin is generally setup as plug-and-play – there is only one configuration option that can be accessed under the TICKETS->SETTINGS->Guest Tickets.  It allows you to specify a “Thank you” page.   This is the page that you must create yourself – it is where a guest user will be re-directed to after submitting a ticket. Its a good place to put other help resources, contact information or any other information that might be useful to your guest ticket user.

as-guestlogin-image-03

Gravity Forms

Gravity Forms Concepts

Introduction

This add-on allows you to create custom ticket and reply forms in Gravity Forms while sending and receiving ticket data from Awesome Support.  It is an extremely powerful add-on that allows you to almost completely re-create the user-facing interface.

You can use Gravity forms to create the following three types of forms:

  • New Ticket Forms
  • Reply to Ticket Forms
  • Update Ticket State Forms (Open/Close tickets or change status)

Depending on the type of form you are creating, certain pieces of data (“fields”) are going to be mandatory and/or require validation.

Here are some ideas on forms you can create to interface with Awesome Support

  • Contact US Forms
  • Technical Support Forms
  • Open New Support Ticket
  • Close or Update A Ticket
  • Request for quote
  • Paid Support

Some custom functionality that you build using this add-on includes:

  • Support forms that allow you to be paid for support and automatically open a ticket when payment is complete
  • Creating a different ticket form for each department
  • Support forms that collect additional data for technical support
  • Forms that walk users through troubleshooting steps before creating a ticket
  • Forms that dynamically change the information requested depending on which department gets the ticket
  • Forms that dynamically routes the ticket to different agents based on your custom logic

Some Technical Details

This add-on hooks into many of the Gravity Forms actions and filters in order to automatically populate fields with data from Awesome Support.  For example, if you decide that you want to include a field on your form to allow the user to choose a status, the add-on can pre-populate that field for you with the list of allowed statuses from Awesome Support.

Supported Gravity Forms Field Types

In most cases only the following Gravity Forms fields are supported when data is being mapped directly to an Awesome Support field

  • Single Line Text
  • Paragraph Text
  • Drop-downs
  • Radio buttons

For data that is simply being collected by the form, you can use any field type.

Mapping Fields

You will need to tell this add-on which Gravity Form(s) you would like to use to transfer data to Awesome Support.  You will also need to configure which fields in your Gravity Forms forms are linked to the appropriate fields in Awesome Support.  This entire process is called MAPPING and is critical to the proper functioning of this product.  Unlike other plugins, you can map multiple Gravity Forms into Awesome Support simultaneously.

Installation (Gravity Forms)

Prerequisites

You should have the latest version of Gravity Forms installed and running. This version of the add-on was tested with Gravity Forms 2.1.

Installation Instructions For The Gravity Forms Interface Add-on

  • Download the file to your desktop from the links provided in your purchase receipt or from your Account screen
  • In the WordPress Admin dashboard select Plugins->Add new
  • You should now see a screen with the list of plugins that are installed on your system.  At the top left is a button labelled Upload Plugin. Click on it.
  • You should see a dialog box asking for the plugin file.  Navigate to your desktop and choose the file you downloaded in the first step of this procedure then click the Open button at the bottom of the dialog box
  • You should now be back in the main Add plugin screen with the filename filled out.  Just click the Install Now button.
  • If all goes well you will see a new screen with a link that says Activate Plugin.  Click on it.  That will complete the plugin installation process.

Troubleshooting

If you get a “directory already exists” error message, you will need to use FTP to upload the updated plugin to the folder that already exists.  Check with your hosting provider for instructions on how to use FTP to upload files.  Please make sure you “unzip” the plugin files before uploading them via FTP.

 

 

Explore The User Interface

The Awesome Support Gravity Forms add-on user interface is slightly more complex than our other add-ons and it requires you to make several decisions for every field you need to import/map from your Gravity Forms form.

Below is a typical Gravity Forms Mapping.  You can map multiple Gravity Forms, each of which will appear in a separate  level in an “accordion” widget.  The image below shows four forms mapped and the edit screen for current mapping we are working with.

as-gravityforms-14

In the image above you can see that there are four forms mapped with the first one being the one that we have choosen to edit.  The Mapping currently being edited will have a blue header.

We have labeled the primary areas in the image – a description of each area is as follows:

  1. This is the header that shows the name of the Gravity Form being mapped – it is the “source” of the data that will be flowing into Awesome Support.  Clicking this header will “close up” the accordion.
  2. This area will show some basic statistics about the mapping in future versions – while the image above shows some data, your version could be blank.
  3. This is the MAIN area you’ll be using.  The field names on the left eg: content, subject etc., are all Awesome Support data fields.  The drop-down boxes next to them show the fields that are available in your selected Gravity Forms form.  You can select which field from your Gravity Form will populate the selected Awesome Support data field.
  4. These check boxes allow you to control how Awesome Support will validate the data.  Depending on your use case for the Gravity Form, some of these fields will be required to be checked.
    1. Require:  Forces the field to be required.  If this option is checked any form data submitted without data in it will be rejected.
    2. Hide:  This prevents the data in this field from being added to the “body” of the ticket.  Sometimes you want to map a field but you do not want the Awesome Support customer user to see that data.  Since any data in the “body” of the ticket can be seen by all parties, this checkbox prevents the mapped data from appearing in the ticket or reply body.
    3. Validate:  Will apply Awesome Support validation rules to the field.  Each Awesome Support field has validation rules that you can choose to enable or disable.  We recommend that, if a field you are mapping has a validation option, that you enable it (unless you want to allow blanks).
    4. Populate:  Some mapped fields have this option. Examples include Status, State and Assignee/Agent.  Checking this field feeds the awesome support data back to the Gravity Form just before rendering the form to the end-user.  This allows the end-user to be able to pick from a drop-down of valid values.
  5. This is where you can select your form to be mapped.  Once you select a from from the drop-down, a new “accordion” tab will be created and you can get to work mapping your data.
  6. You can save your data by clicking the appropriate button in this area.
  7. Use this icon to delete a mapping

 

Creating Your First New Ticket Form

There are THREE steps to creating a Gravity Forms form that will automatically send data to the Awesome Support ticket system.

  1. Create the Gravity Forms form
  2. Add the form to a page using the Gravity Forms short-code
  3. Tell the Awesome Support Gravity Forms add-on what to do with the form data

We assume that you already know how to use Gravity Forms so this part of the documentation will not be covering those steps.  Please contact Gravity Forms for technical support if you need help creating a form.

1. Create The Gravity Forms form

Create a form with three fields on it:

  1. Email Address
  2. Subject (“Single Line Text” field type)
  3. Message (“Paragraph Text” field type)

This is an example of what that form would look like in the Gravity Forms designer:

as-gravityforms-exampleform-01

2. Add The Form To A Page

Add the form’s short-code to a new WordPress page.  An example of that shortcode would be something that looks like this:

as-gravityforms-exampleform-02

3. Tell Awesome Support What To Do With The Gravity Forms Data

  1. Go to the TICKETS->SETTINGS->Gravity Forms Tab
  2. In the Add New Mapping dropdown, select the Gravity Form you created in Step #1

as-gravityforms-exampleform-03

  1. Once selected, the MAPPING window may or may not appear.  If it does not appear, just click the accordion to show it.

as-gravityforms-exampleform-04

as-gravityforms-exampleform-06

  1. Lets start mapping your form fields to Awesome Support Fields
  1. Select the drop-down for the CONTENT  field and select the YOUR MESSAGE item. (“Your Message” is the name of the field on the Gravity Forms form).
  2. Select the drop-down for the SUBJECT/TITLE  field and select the SUBJECT item.
  3. Select the drop-down for the EMAIL field and select the EMAIL item.
  4. Make sure you check the Require  box next to each of the three fields.

Your screen should now look similar to this:

as-gravityforms-exampleform-07

  1. Now lets set some form options.
  1. Click on the FORM SETTINGS tab.
  2. Click the ALLOW CREATE USER option – this will allow the ticket to be created without forcing the user to log in.

Your screen should now look similar to this:

as-gravityforms-exampleform-08

  1. Save Your Configuration by clicking on the SAVE CHANGES Button.  If you have only one form mapped (which, if this is a new installation, should be the case), then the accordion tab will remain open.  Otherwise it will close up and the first tab will re-open.  All you have to do is click on the accordion tab that has the name of your Gravity Forms form on it.

Test Your Form

Pull up your page on the website front-end with the Gravity Forms short-code on it.  Here is what our screen looks like (we’re using the DIVI version 3.x theme):

as-gravityforms-exampleform-09

If you fill it out, you should see a ticket show up in the Awesome Support ticket list!

 

Creating A Ticket Reply Form

It is possible to create a ticket reply form.  Here is how you can do it:

  1. Create a Gravity Forms form with two fields: Ticket ID and Message.
  2. Configure the Gravity Forms form to require the user to login.
  3. Add the Gravity Forms form short-code to a new WordPress page.
  4. Go to the TICKETS->SETTINGS->Gravity Forms tab.
  5. Select your form from the ADD NEW MAPPING drop-down
  6. Map your two Gravity Forms form fields as follows:
    1. Set the CONTENT drop-down to your Message form field.  Check the required box  as well.
    2. Click on the ADVANCED tab and Set the TICKET ID drop-down to your form’s Ticket ID field.  Check the required box as well.
  7. Click the SAVE CHANGES button.

Test the Form

  1. Pull up your Gravity Forms form page, login and fill in the ticket id of an existing ticket and message on your form.
  2. Check the ticket in Awesome Support – you should see the reply on the ticket.

When Things Go Wrong

One of the most common issues you will encounter is a form submission that does not turn into a ticket or a ticket reply.  There is a log file inside the Awesome Support plugin/log folder that contains log trace information for every form submission.  By downloading and examining this file you can get an idea of what went wrong.  Gravity Forms itself saves the original form information regardless of whether a ticket was created.

Required Fields

When creating a mapping your form you need to make sure that the fields you map have their REQUIRE flag set properly.

New Tickets

For new tickets you must map AND make required at least the following fields:

  • Content
  • Subject/Title
  • Email Address

Additionally, IF you map any of the following fields, you should set the required, populate and validate flag as indicated below:

Assignee (Agent): Set the validate flag.  If you allow the user to choose the agent, then also set the POPULATE flag and make sure that the gravity forms field type is a drop-down.

Product: Set the validate flag.  If you allow the user to choose the product (which is usually the case if using this field), then also set the POPULATE flag and make sure that the gravity forms field type is a drop-down.

Department: Set the validate flag.  If you allow the user to choose the department then also set the POPULATE flag and make sure that the gravity forms field type is a drop-down.

While there is usually no reason to set the Ticket Status and Ticket State fields on a new ticket form, if you decide to do it, then you should set the validate flag.  If you also allow the user to select the content for these fields then set the POPULATE flag and make sure that the gravity forms field type is a drop-down.

Ticket Replies

For forms that are used to submit replies to tickets you must map AND make required at least the following fields:

  • Ticket ID
  • Content

Additionally, IF you map any of these fields, you should set the required, populate and validate flag as indicated below:

Ticket ID: Set the required flag.  If you want the user to select from a dropdown then you should set the POPULATE flag as well (and make sure that the gravity forms field type is a drop-down)

Ticket Status: Set the validate flag. If you also allow the user to select the content for these fields then set the POPULATE flag and make sure that the gravity forms field type is a drop-down.

Ticket State: Set the validate flag. If you also allow the user to select the content for these fields then set the POPULATE flag and make sure that the gravity forms field type is a drop-down.

 

Form Settings

When mapping a form, there is a tab called FORM SETTINGS that contain important check-boxes.  Here is what those check boxes mean:

Allow Create User:  This defines whether a user is automatically created if an email address is not recognized.  This only matters if  the user is allowed to submit a NEW TICKET Gravity Forms form without logging in.  Examples of the types of forms where you might want to have this field checked include:

  • General “contact us” forms
  • Guest support ticket forms
  • Pre-sales forms

Include Unmapped Fields In Ticket Body:  If the Gravity Forms form has extra fields that are not mapped to standard or custom Awesome Support fields then the data in those extra fields can show up in the message/body section of the new ticket or ticket reply.

Keep in mind that if you check this option, your end user will see the data since it ends up in the body of the ticket!

Here is what a ticket with extra unmapped fields will look like if this option is checked:

as-gravityforms-exampleform-10

Include WPAS GF Details:  Checking this option will include some additional data in the body of the ticket: Name of Gravity Forms form, Source URL and the IP that the form was submitted from. This is what that looks like in a ticket…

as-gravityforms-exampleform-11

Keep in mind that if you check this option, your end user will see the data since it ends up in the body of the ticket!

Sample GF Forms

We have created a series of very simple Gravity Form forms to help you get started.  Below are links to these forms along with how you should configure them.

New Ticket Form

Download Here

This form consists of three fields:

  • Subject which should be mapped to the Awesome Support Subject/Title field.
  • Email which should be mapped to the Awesome Support Email field.
  • Content which should be mapped to the Awesome Support Content field.

All three fields should have their REQUIRE checkbox enabled.

Optional: Under the Form Settings tab you should turn on “Allow Create User” if you would like to allow unregistered users to successfully submit this form.  With this option checked, form submissions with unrecognized email addresses will automatically have a new account created with the standard WordPress notification email sent to them to set their password.

New Ticket With Department Form

Download Here

This form consists of four fields:

  • Subject which should be mapped to the Awesome Support Subject/Title field.
    • Set the REQUIRE checkbox (enable the checkbox).
  • Email which should be mapped to the Awesome Support Email field.
    • Set the REQUIRE checkbox (enable the checkbox).
  • Content which should be mapped to the Awesome Support Content field.
    • Set the REQUIRE checkbox (enable the checkbox).
  • Department which should be mapped to the Awesome Support Department field (Custom Fields tab)
    • Optional: Set the REQUIRE checkbox (enable the checkbox) if you would like to force the user to enter a department on every entry.
    • Set the POPULATE option so that the Gravity Forms form is automatically populated from the department data in Awesome Support

Optional: Under the Form Settings tab you should turn on “Allow Create User” if you would like to allow unregistered users to successfully submit this form.  With this option checked, form submissions with unrecognized email addresses will automatically have a new account created with the standard WordPress notification email sent to them to set their password.

New Ticket With Product Form

Download Here

This form consists of four fields:

  • Subject which should be mapped to the Awesome Support Subject/Title field.
    • Set the REQUIRE checkbox (enable the checkbox).
  • Email which should be mapped to the Awesome Support Email field.
    • Set the REQUIRE checkbox (enable the checkbox).
  • Content which should be mapped to the Awesome Support Content field.
    • Set the REQUIRE checkbox (enable the checkbox).
  • Department which should be mapped to the Awesome Support Product field (Custom Fields tab)
    • Optional: Set the REQUIRE checkbox (enable the checkbox) if you would like to force the user to enter a product on every entry.
    • Set the POPULATE option so that the Gravity Forms form is automatically populated from the product data in Awesome Support

Optional: Under the Form Settings tab you should turn on “Allow Create User” if you would like to allow unregistered users to successfully submit this form.  With this option checked, form submissions with unrecognized email addresses will automatically have a new account created with the standard WordPress notification email sent to them to set their password.

Reply To Existing Ticket Form (Non-Logged In Users)

Download Here

This form consists of four fields:

  • Subject which should be mapped to the Awesome Support Subject/Title field.
  • Email which should be mapped to the Awesome Support Email field.
    • Set the REQUIRE checkbox (enable the checkbox).
    • Set the VALIDATE checkbox (enable the checkbox).
  • Content which should be mapped to the Awesome Support Content field.
    • Set the REQUIRE checkbox (enable the checkbox).
  • Ticket ID which should be mapped to the Awesome Support Ticket ID  field (Advanced tab)
    • Set the REQUIRE checkbox (enable the checkbox).
    • Set the VALIDATE checkbox (enable the checkbox).

Reply To Existing Ticket Form (Authenticated Users – Gravity Forms Force Login Option Required)

Download Here

This form consists of four fields:

  • Subject which should be mapped to the Awesome Support Subject/Title field.
  • Email which should be mapped to the Awesome Support Email field.
    • Set the REQUIRE checkbox (enable the checkbox).
    • Set the VALIDATE checkbox (enable the checkbox).
  • Content which should be mapped to the Awesome Support Content field.
    • Set the REQUIRE checkbox (enable the checkbox).
  • Ticket ID which should be mapped to the Awesome Support Ticket ID  field (Advanced tab)
    • Set the REQUIRE checkbox (enable the checkbox).
    • Set the VALIDATE checkbox (enable the checkbox).
    • Set the POPULATE checkbox (enable the checkbox).

Update Existing Ticket Form With Status And/Or State Changes (Non-Logged In Users)

Download Here

This form consists of four fields:

  • Ticket ID which should be mapped to the Awesome Support Ticket ID  field (Advanced tab)
    • Set the REQUIRE checkbox (enable the checkbox).
    • Set the VALIDATE checkbox (enable the checkbox).
    • Set the POPULATE checkbox (enable the checkbox).
  • Content which should be mapped to the Awesome Support Content field.
    • Set the REQUIRE checkbox (enable the checkbox).
  • Ticket Status which should be mapped to the Awesome Support Ticket Status field (Advanced tab)
    • Set the POPULATE checkbox (enable the checkbox).
  • Ticket State which should be mapped to the Awesome Support Ticket State field (Advanced tab)
    • Set the POPULATE checkbox (enable the checkbox).

Note: Do not turn on the REQUIRE checkbox for the Status and State fields unless you really want the user/admin to submit BOTH every time.

Update Existing Ticket Form With Status And/Or State Changes (Authenticated Users – Gravity Forms Force Login Option Required)

Download Here

This form consists of four fields:

  • Ticket ID which should be mapped to the Awesome Support Ticket ID  field (Advanced tab)
    • Set the REQUIRE checkbox (enable the checkbox).
    • Set the VALIDATE checkbox (enable the checkbox).
    • Set the POPULATE checkbox (enable the checkbox).
  • Content which should be mapped to the Awesome Support Content field.
    • Set the REQUIRE checkbox (enable the checkbox).
  • Ticket Status which should be mapped to the Awesome Support Ticket Status field (Advanced tab)
    • Set the POPULATE checkbox (enable the checkbox).
  • Ticket State which should be mapped to the Awesome Support Ticket State field (Advanced tab)
    • Set the POPULATE checkbox (enable the checkbox).

Note: Do not turn on the REQUIRE checkbox for the Status and State fields unless you really want the user/admin to submit BOTH every time.

Other Examples

How to Create A “Paid Support” Form

 

Tips and Tricks

Prevent The Logged In User From Being Forced To Enter Their Email Address

Most use cases involve non-logged in users.  However, there are some instances where the user might already be logged in.  In these cases, forcing the user to enter an email address in order to map to the ticketing system seems redundant.  Instead, you can create a hidden EMAIL field on the Gravity form and pre-populate it with one of the numerous Gravity Forms Merge Tags; in this case, just set the default for the field to be {user:user_email}

So, your Gravity Forms email field configuration will look like this:

Then, simply map the email field as usual in the Awesome Support Gravity Forms Extension screen.

 

Custom Fields Extension

Installation (Custom Fields Add-on)

Installation Instructions For The Custom Fields Add-on

  • Download the file to your desktop from the links provided in your purchase receipt or from your Account screen
  • In the WordPress Admin dashboard select Plugins->Add new
  • You should now see a screen with the list of plugins that are installed on your system.  At the top left is a button labelled Upload Plugin. Click on it.
  • You should see a dialog box asking for the plugin file.  Navigate to your desktop and choose the file you downloaded in the first step of this procedure then click the Open button at the bottom of the dialog box
  • You should now be back in the main Add plugin screen with the filename filled out.  Just click the Install Now button.
  • If all goes well you will see a new screen with a link that says Activate Plugin.  Click on it.  That will complete the plugin installation process.

Troubleshooting

If you get a “directory already exists” error message, you will need to use FTP to upload the updated plugin to the folder that already exists.  Check with your hosting provider for instructions on how to use FTP to upload files.  Please make sure you “unzip” the plugin files before uploading them via FTP

 

Custom Fields Concepts

The Custom Fields add-on for Awesome Support enable regular users to easily add new fields to the ticket form.  By default the regular ticket form contains the minimum number of fields required to open a support ticket. But there are instances where collecting additional information from the end user is useful.  The custom fields add-on provides a simple but powerful interface that you can use to add new fields to the default ticket form.

You can easily add any combination of the following fields:

  • Text
  • Email
  • Number
  • Password
  • Select
  • Checkbox
  • Radio Button
  • Text Area
  • Text Editor (WYSIWYG)
  • Taxonomy (Lists)

For each field you can designate whether or not to:

  • Make it a required field
  • Show it in the master administrative ticket list
  • Use it for sorting
  • Use it for filtering (if a taxonomy field)
  • Log changes to the field in the ticket (creating an audit trail)

For certain fields you can specify regular expressions to restrict and control the type of input, control which users can edit the field (using WordPress “capabilities” features) and provide a default value.

 

 

Adding Your First Custom Field

When you first install the add-on, there are no default custom fields added.  To add your first custom field to go to TICKETS->Custom Fields.  You will see a blank screen that look similar to the following:

Simply click the Add Field button to add your first field.  Clicking the button will display a screen similar to the following:

Only the first three fields are mandatory:

  • Title: This is the text that your user will see on the ticket
  • Name: This is the internal name used by WordPress.  Generally this is all lower-case.  It should have no spaces and no special characters other than the underscore.
  • Field Type:  The type of field you want – text, numeric, etc.

Click the Add Field button at the bottom to add another field.  Or, click the Save Fields button to save the fields.  Once saved, the fields will automatically show up on the in the ticket form.

Complex Forms

Are you looking to create a more complex ticket form – such as hiding/showing fields based on prior values?  Or do you need more than one ticket form?  Then you should consider using Gravity Forms to create your ticket forms and our Gravity Forms Add-on to map and store the data in Awesome Support tickets.

You can use this Custom Fields add-on to create custom fields in Awesome Support tickets to store custom data collected with complex Gravity Forms forms.  Without this Custom Fields add-on, Gravity Forms will store all data inside the body of the ticket.  But by creating custom fields and storing the Gravity Forms data in them you can sort and filter your ticket list with your custom data.

 

Conflicts And Issues

Date Field Handling In Browsers

Firefox and some other browsers (such as Internet Explorer) do not normally render a date-picker for custom fields of type Date.  Instead, they expect that the field be in the format yyyy-mm-dd.  Please make sure that your placeholder has this format in it so that your users know what date format to expect.  (The Chrome browser does render the date-picker though.)

Admin Report Widgets

Installation (Admin Report Widgets)

Installation Instructions For The Admin Report Widgets Add-on

  • Download the file to your desktop from the links provided in your purchase receipt or from your Account screen
  • In the WordPress Admin dashboard select Plugins->Add new
  • You should now see a screen with the list of plugins that are installed on your system.  At the top left is a button labelled Upload Plugin. Click on it.
  • You should see a dialog box asking for the plugin file.  Navigate to your desktop and choose the file you downloaded in the first step of this procedure then click the Open button at the bottom of the dialog box
  • You should now be back in the main Add plugin screen with the filename filled out.  Just click the Install Now button.
  • If all goes well you will see a new screen with a link that says Activate Plugin.  Click on it.  That will complete the plugin installation process.

Troubleshooting

If you get a “directory already exists” error message, you will need to use FTP to upload the updated plugin to the folder that already exists.  Check with your hosting provider for instructions on how to use FTP to upload files.  Please make sure you “unzip” the plugin files before uploading them via FTP

 

Overview

The Admin Report Widgets add-on creates a series of widgets inside the WordPress Admin Dashboard.  These widgets summarize the state of your tickets by giving you some key high level information about the data in your Awesome Support database.

Here is an example of what your admin screen can look like after the add-on is installed and enabled:

This is the layout we have chosen to use in our dashboard.  You can create a different layout and add/remove widgets based on your business needs.

Security

The data shown on each widget will correspond to the security profile of your agent.  Agents who are only allowed to see their own tickets will only see data related to those tickets.

Note: Agents listed as Secondary and Tertiary agents on tickets will not see those tickets included in the ticket counts.

Widget List

After the extension is installed the following widgets are automatically shown on the WordPress admin dashboard:

Open and Closed Tickets

Closed Tickets

Shows the number of tickets that were closed today, yesterday, this week, last week etc.

Open tickets by status

Shows a count of open tickets by status. This gives you the most important metric of your support operation – the higher the numbers on here, the busier you’re liable to be.  It also allows you to immediately see how many high priority tickets you have to deal with!

Open Tickets By Agent

Displays the number of tickets open for each agent broken down by the number of days each ticket has been open.  This allows you to quickly see how many “old” tickets each agent has in their queue.

Open Tickets By Product

Displays the number of tickets open for each product broken down by the number of days each ticket has been open.  This allows you to quickly see how many “old” tickets are pending for each product or if any product requires shifting additional agents to process the backlog.

Additional Widgets

  • Closed tickets by agent
  • Closed tickets by product
  • Most recent tickets

Managing Your Widgets

You can easily remove unwanted widgets from your Admin dashboard:

  • Click the Screen Options  link located close to the the top right side of the Admin dashboard.  This will reveal a full list of all widgets.
  • Click/Check to turn on/off the checkbox corresponding to the widget you would like to remove.

A Note About The Data

For versions 3.3.4 and prior of Awesome Support, the CLOSE DATE of the ticket will be inaccurate – it will use the last activity date as the close date since version 3.3.4 and prior did not have a separate field that held the close date of the ticket.  This means that the counts for closed tickets might show up on the wrong bucket “last month” instead of “last week” for instance.

A fix for this will be present in Version 3.6.0 of the free Awesome Support Core plugin.

Public Tickets

Installation

Installation Instructions For The Public Tickets Add-on

  • Download the file to your desktop from the links provided in your purchase receipt or from your Account screen
  • In the WordPress Admin dashboard select Plugins->Add new
  • You should now see a screen with the list of plugins that are installed on your system.  At the top left is a button labelled Upload Plugin. Click on it.
  • You should see a dialog box asking for the plugin file.  Navigate to your desktop and choose the file you downloaded in the first step of this procedure then click the Open button at the bottom of the dialog box
  • You should now be back in the main Add plugin screen with the filename filled out.  Just click the Install Now button.
  • If all goes well you will see a new screen with a link that says Activate Plugin.  Click on it.  That will complete the plugin installation process.

Troubleshooting

If you get a “directory already exists” error message, you will need to use FTP to upload the updated plugin to the folder that already exists.  Check with your hosting provider for instructions on how to use FTP to upload files.  Please make sure you “unzip” the plugin files before uploading them via FTP

 

Overview

Generally speaking Awesome Support tickets are private.  However, Public Tickets allow you to make all or a subset of your tickets public.  Tickets that are public can be searched and displayed using three different layouts (List, Grid and Accordion).

The add-on comes with a short-code facility that allow you to place your Public Tickets anywhere a short-code is allowed.

Parameters to the shortcode include products, tags, view types, and whether or not to show the search button.

Administrators can control who can set the public/private flag – customers or only agents.  The public/private flag can be set at both the ticket level and for each individual reply. Replies tagged as private will not be displayed on the standard Public Tickets page even if the rest of the ticket is flagged as Public.

Note: Old tickets are not automatically made public.  If you would like your old tickets to be public then you would need to set the PUBLIC flag for each of them.

Post-Installation Configuration (Mandatory)

After you have installed and activated the add-on, you need to create a page that will show the public tickets.

  • In your WordPress Admin, go to PAGES->Add New.
  • Give your page a name (eg: Public Tickets)
  • In the main body of the page add the following shortcode: pbtk_tickets type=”public”
  • Click the PUBLISH button on the right of the page.

When you are done your page should look similar to this image:

 

To view your page you should navigate to the WordPress URL for the page.  If you used “Public Tickets” as your page title then your url would be something similar to https://www.yourdomain.com/public-tickets.

Generally you should see your page URL under the title of your page.  The red box in the image below shows you where to locate your public tickets page URL.

 

 

Configuration Options

You can find two configuration options under the TICKETS->SETTINGS->PUBLIC TICKETS tab.  Additionally, that tab will list all the short-code parameters.

The first option, Make All Tickets Public By Default does exactly what it’s name implies – all *NEW* tickets are set to Public as the default setting.  Agents can always change that to PRIVATE.

The second option, Show Flags On Tickets determines whether or not the end user sees the options for setting tickets to be public or private.  If turned off, only your agents will be able to set the PUBLIC/PRIVATE flags.

ShortCode Parameters

The WordPress short-code used to display Public Tickets on a page uses a variety of parameters to control how tickets are display and what tickets are chosen to be displayed.  Below is the full list:

 

Agents: Changing Public/Private Status

Agents can perform the following actions on a Ticket:

1. Change the PUBLIC / PRIVATE status of  an entire ticket directly in their ticket screen.

  1. Open the ticket
  2. Find the Custom Fields metabox on the right hand side of the screen
  3. Change the dropdown in the Public/Private field 
  4. Scroll back up and click the SAVE button.

2. Send A PRIVATE Reply

  1. Open the ticket
  2. Scroll down to the reply area
  3. Enter your reply
  4. There should be a single checkbox that says Mark As Private just below the Attachments box.  Click on it to turn the checkbox on.
  5. Click the REPLY button.

3. Change an Individual Reply From Public to Private or Private to Public

If there are replies already in the ticket you can change the public or private status of the reply.

  1. Hover over the reply you need to change
  2. A series of links will show up in the upper right of the reply.
  3. Click the Mark As Private link (which will show up if the reply is public) or the Mark As Public link (which will show up if the reply is private)
  4. Scroll back up and click the SAVE button.

 

 

Clients and Customers: Changing Public/Private Status

Your clients or customers  can perform the following actions on a ticket:

1. Create A New Ticket as Private or Public

If you have set the option to allow your clients and customers to set the public/private status themselves, have them follow these instructions to open a ticket as explicitly public or private

  1. Create a new ticket
  2. Scroll down to the Public/Private field
  3. Select Public or Private from the dropdown
  4. Fill out the rest of the ticket as normal.
  5. Submit the ticket.

2. Send A PRIVATE Reply

  1. Open the existing ticket
  2. Scroll down to the reply area
  3. Enter the contents of the reply
  4. There should be a single checkbox that says Mark As Private just below the Attachments box.  Click on it to turn the checkbox on.
  5. Click the REPLY button.

3. Change an Individual Reply From Public to Private or Private to Public

If there are replies already in the ticket you can change the public or private status of the reply.

  1. Open the ticket
  2. The Mark as Private or Mark As Public link will show up in red in the appropriate replies
  3. Click the Mark As Private link (which will show up if the reply is public) or the Mark As Public link (which will show up if the reply is private)

 

Filepicker

Filepicker

The Filepicker add-on will replace the classic WordPress uploader used for file attachments by Filepicker.io. This means that all files uploaded using Filepicker will be stored on their servers instead of your local WordPress install.

This add-on supports all upload methods offered by Filepicker but it is important to note that some of them will require a paid plan on Filepicker. Also, some of the upload methods, such as Dropbox, will require additional configuration on Filepicker’s side.

Premium Upload Methods

If you wish to use one of the following upload methods, you will need to buy the appropriate plan with Filepicker. See their pricing page for more details.

  • Amazon S3
  • Azure, Rackspace
  • Dropbox

Activating the Plugin

Once the plugin is installed and activated, you will need to input your Filepicker API key to enable the feature. The WordPress uploader will remain in place until you fill-in your Filepicker API key.

Creating an App

In order to get an API key, you will need to create an application on Filepicker. To do so, head over to the developer portal and click the “New Application” button.

Create an app in Filepicker

During the app creation, select “Web” when asked “Which Filepicker.io file SDK(s) are you planning to use?”.

After your new app is created, go to the Dashboard of your app to get the API key.

Filepicker App API Key

Copy this key in the blue box. This is what you need to paste in the add-on settings. Reach Awesome Support settings page and click the “File Upload” tab. Scroll down the page until you see the Filepicker section and paste the API key in the “API Key” field. Hit save and you’re done.

Securing Filepicker

By default, the Filepicker is not secured. This doesn’t mean that you’re at risk, but if one of your users decided to share a direct link to an uploaded file, everyone with the link would access it.

If you want enhanced security and limit the rights given to users over your files, you need to enable the security.

How Security Works

There are 2 different scenarios where Filepicker is used. For each scenario, a different security level is used.

  1. A file is uploaded: the uploader can upload files for 30 minutes after the page was loaded
  2. A user opens an uploaded file: the user can only read a file attached to his ticket (no other) for 1 hour after the page was loaded

Those security rules are here to:

  1. Avoid users to see files that are not related to their ticket,
  2. Avoid users to share a valid link to an uploaded file (links always expire after 1 hour)

Enabling Security

First of all you need to enable the security in Filepicker itself. Head over your developer dashboard and select the application. Click “App Secret” in the left hand side menu and check “Use Security”. Confirm your action when asked.

You now need to reload the page in order to get your Secret Key. Hit F5 of click the reload button in your internet browser. an “App Secret” now appears on your screen.

Filepicker Secret Key

Now go back to Awesome Support settings page. Click the “File Upload” tab and scroll down to the Filepicker section. Paste your Secret Key in the “API Secret” field and hit save.

You’re done! Your Filepicker account is now secured.

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