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Handling Unassigned Emails

Handling Unassigned Emails

1 week ago Comments Off on Handling Unassigned Emails

The add-on attempts to match incoming emails based on email address or a ticket number.  Sometimes, though, emails cannot be matched because the email address or ticket number is unrecognized.  These emails end up in a section under the TICKETS menu called UNASSIGNED. Administrators or agents with the view_unassigned_tickets WordPress capability…

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ADMIN: File Upload Options

ADMIN: File Upload Options

3 weeks ago Comments Off on ADMIN: File Upload Options

File upload options allow you to control the number of files, the type of files and the size of files that can be uploaded with a ticket or ticket reply.  An agent can even turn off file uploads completely. Set File Upload Options Go to the TICKETS->SETTINGS->FILE UPLOAD tab Turn on or…

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ADMIN: Misc Display Options (Advanced)

ADMIN: Misc Display Options (Advanced)

3 weeks ago Comments Off on ADMIN: Misc Display Options (Advanced)

Awesome Support includes a number of advanced configuration options to control the display of lists as well as other useful misc global display options. Set Advanced Display Options Go to the TICKETS->SETTINGS->ADVANCED tab Turn on or off items as needed in the first section - see below for what each…

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ADMIN: Misc Display Options (Basic)

ADMIN: Misc Display Options (Basic)

3 weeks ago Comments Off on ADMIN: Misc Display Options (Basic)

Awesome Support includes a number of configuration options to control the size of display lists as well as other useful misc global display options. Set Basic Display Options Go to the TICKETS->SETTINGS->GENERAL tab The first section is labeled MISC - this is where most of the display options are set…

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ADMIN: Basic Time Tracking

ADMIN: Basic Time Tracking

3 weeks ago Comments Off on ADMIN: Basic Time Tracking

Awesome Support Core includes the ability for agents to manually enter time on a ticket.  The administrator can control whether or not to allow the time tracking fields to be shown on a ticket, turn on/off the audit log and set which time fields, if any, to show in the…

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Custom Fields Template Tags For Outgoing Emails

Custom Fields Template Tags For Outgoing Emails

3 weeks ago Comments Off on Custom Fields Template Tags For Outgoing Emails

Generally, you cannot include the contents of custom fields in outgoing email alerts and notifications. However with this add-on you now have access to almost all custom fields when creating email alerts or notifications. In order to use the tags, you would need to know the Awesome Support internal name of…

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ATTACHMENTS Template Tag For Outgoing Emails

ATTACHMENTS Template Tag For Outgoing Emails

3 weeks ago Comments Off on ATTACHMENTS Template Tag For Outgoing Emails

When a new ticket or a reply includes an attachment, those attachments are not normally included in any of the email alerts and notifications.  However, with this add-on you have access to a new tag called ATTACHMENTS.  To use this tag, simply place {attachments} anywhere in the email template -…

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Additional Navigation

Additional Navigation

3 weeks ago Comments Off on Additional Navigation

The Productivity Add-on includes two new links in the ticket screen for agents. NEXT: Moves to the next ticket in the ticket list PREVIOUS: Moves to the prior ticket in the ticket list These new links are located in two places. The first location is at the top of the…

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Ticket Merge

Ticket Merge

3 weeks ago Comments Off on Ticket Merge

The Ticket Merge function is useful when a customer sends in multiple tickets with the same issue.  Or maybe they open a ticket on the website but then send an email which results in two tickets. When a ticket is merged, the current ticket (the one you're viewing) is closed…

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Ticket Lock

Ticket Lock

3 weeks ago Comments Off on Ticket Lock

Ticket Lock is a handy function for agents and administrators who do not want a closed ticket to be reopened by a customer/client.  The check-box is located on the right side of the ticket screen in a metabox called Merge and Lock. Simply tick the box next to the Lock…

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Overview

Overview

3 weeks ago Comments Off on Overview

The Productivity Add-on For the Awesome Support Help-desk WordPress plugin contains a number of functions to help agents and administrators be more efficient when handling tickets daily.  The add-on includes the following functions: Ticket Lock: Prevents users from re-opening a ticket that has been marked has been locked. Ticket Merge:…

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