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Clients and Customers: Changing Public/Private Status

Clients and Customers: Changing Public/Private Status

1 day ago Comments Off on 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…

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Agents: Changing Public/Private Status

Agents: Changing Public/Private Status

1 day ago Comments Off on 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. Open the ticket Find the Custom Fields metabox on the right hand side of the screen Change the dropdown in the Public/Private field  Scroll back…

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ShortCode Parameters

ShortCode Parameters

2 days ago Comments Off on 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:  

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Configuration Options

Configuration Options

2 days ago Comments Off on 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…

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Post-Installation Configuration (Mandatory)

Post-Installation Configuration (Mandatory)

2 days ago Comments Off on 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…

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Overview

Overview

2 days ago Comments Off on 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…

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Installation

Installation

2 days ago Comments Off on 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…

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ADMIN: Multiple Agents Per Ticket

ADMIN: Multiple Agents Per Ticket

5 days ago Comments Off on ADMIN: Multiple Agents Per Ticket

Generally speaking, Awesome Support only allows you to assign a ticket to one agent at a time.  A ticket can be transferred to another agent but it is, by default, a single agent per ticket. Starting in version 3.6. support for up to two additional agents is provided.  They are…

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ADMIN: Short Codes And Pages

ADMIN: Short Codes And Pages

5 days ago Comments Off on ADMIN: Short Codes And Pages

The Ticket Submit Shortcode When Awesome Support is installed it automatically creates a new page called SUBMIT TICKET that contains the ticket-submit shortcode.  This is the page that will be used when the user needs to open a support ticket on your system. Shortcodes in WordPress are enclosed with square brackets…

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ADMIN: Configure Channels

ADMIN: Configure Channels

5 days ago Comments Off on ADMIN: Configure Channels

Channels allow you to track where tickets originate.  Usually most tickets will originate from your main ticketing page on your website or from an email.  But you can also track tickets that originate elsewhere such as Facebook, Twitter or even via a phone call. Awesome Support comes with a pre-configured…

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ADMIN: Configure Priorities

ADMIN: Configure Priorities

5 days ago Comments Off on ADMIN: Configure Priorities

The standard default installation does not activate the Priority field.  This helps to keep things simple and ensure that the plugin is ready to be used immediately after installation.  But its easy and quick to enable and customize. Unlike other products, you can completely customize your drop-down list of priorities.  Instead…

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