Awesome Support submits its translation catalog to PoEditor.com which allows users to directly translate strings and then download the translations in the file format that WordPress requires. The core translation project can be found...
Recently a customer decided to move his installation of Awesome Support to another instance of WordPress but wanted to make sure that customers could still log into both sites without having to re-register. Here, in their own words is how they did it. 1. Create a new...
You can execute rules on a periodic basis using the WordPress CRON scheduler. This opens up some useful workflow scenarios such as: Send reminders of open tickets with a particular status or priority to agents and users Escalate open tickets if they’ve been...
When configuring SLAs, you get to set a target time – this is the time frame during which the ticket or event should be resolved otherwise the ticket is considered overdue. This time frame is set in minutes. It is tempting to consider that an elapsed time of...
Before you can get started using Service Level Agreements, there are some configuration items that need to be attended to: Set up your work week hours Create one or more SLA Profiles (Policies) Assign your newly created SLA policies to ticket attributes (priorities,...
An SLA profile can be assigned to multiple items affecting a ticket – for example Priority, Department, Status, Channel etc. When a ticket has values in more than one of these fields, the SLA ID is chosen based on a set order as follows: Issue Tracking SLA...
You can assign SLA Policies directly to tickets. Any agent that has ticket_sla_admin WordPress security capability can directly change the SLA profile on the ticket. But, it is much more useful to assign SLA Policies to the taxonomies that are used on the ticket. ...
An SLA Profile/Policy is very simple. To set up your first SLA policy: Go to SERVICE LEVEL AGREEMENTS->ADD NEW Enter a Description in the first field On the right hand side set a “target time”. (The target time is the maximum amount of time after the...
The first step in getting your SLA policies set up is to set up your business work hours for the week. You can do this under SERVICE LEVEL AGREEMENTS->SETTINGS->WORKDAYS. In that tab where are seven sections – one for each day of the week. Use each...
The Service Level Agreements add-on for Awesome Support allow you to set a due date on your tickets based on the attributes of the ticket. It will then send email alerts as the due-date for the ticket gets closer. A service level agreement profile (or policy) is the...
Prerequisites Before you attempt to install the Issue Tracking add-on please make sure that your system meets the following conditions: WordPress Version 4.4 or later Awesome Support Version 5.1.0 or later PHP 5.6 or later Installation Steps Most of our add-ons uses...