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Awesome Support Documentation
1. Awesome Support Core
Admin Guide
ADMIN: Overview
ADMIN: User Registration Options
ADMIN: Configure Products
ADMIN: Synchronize Products With WooCommerce And Easy Digital Downloads
ADMIN: WooCommerce Integration (Basic)
ADMIN: Configure Departments
ADMIN: Configure Email Alerts
ADMIN: Email Template Sets
ADMIN: Configure Priorities
ADMIN: Configure Channels
ADMIN: Configure Status Colors
ADMIN: Short Codes And Pages
ADMIN: Multiple Agents Per Ticket
ADMIN: Basic Time Tracking
ADMIN: Misc Display Options For Agents and Admins
ADMIN: Misc Display Options For Customers (Front-end Users)
ADMIN: Misc Display Permissions
ADMIN: Misc Display Options (Advanced)
ADMIN: File Upload Options
ADMIN: Deleting Attachments (Manual and Automatic)
ADMIN: Advanced System Options
ADMIN: Audit Trail Options
ADMIN: Handling Existing Users After Installation
ADMIN: Roles And Capabilities
Roles and Capabilities Table
ADMIN: Roles And Capabilities In Add-ons
ADMIN: WP-CONFIG Options
ADMIN: Multiple Ticket Forms
ADMIN: Multi-Vendor Marketplaces
Multisite Considerations
Known Plugin Incompatibilities and Conflicts
Cookies
Customer Tips
Move Awesome Support To Subdomain
WOffice and NADI
Attachments: Server Configuration Changes Necessary For Large File Uploads
Customization
Custom Fields
Templating
How to disable agent auto-assignment?
Ticket Details Page Template
Translations
Hooks and Filters
Adding Conditional Logic
GDPR and Privacy
Introduction To GDPR And Privacy Functions
Privacy: Configure Registration Opt-in/Opt-Out
Privacy: Configure Registration Field Descriptions
Privacy: Change Opt-in/Opt-outs For Users (Admin)
Privacy: Export Personal Data (Admin)
Privacy: Erase Personal Data (Admin)
Privacy: End User Experience and Options
Privacy: Handling Existing Users
Language and Translations
Translations
Links To Existing PO Files
Using POEDITOR.COM For Translations
WPML and POLYLANG
Polylang
Polylang: Introduction
Polylang: Prepare Plugin Translation Strings
Polylang: Installation and Configuration
Polylang: Setup Awesome Support
Polylang: Translate Awesome Support Pages
Polylang: Translate Awesome Support Page Contents
Polylang: Translating Awesome Support Taxonomies
Polylang: Translating The Administration Panel Items
Tips and Tricks
How To Create A Ticket On Behalf Of The Client?
Troubleshooting
What to do when a plugin's page is 404 “Not Found”?
User Roles
How To Create A Ticket On Behalf Of The Client?
How to remove the plugin's data after uninstall?
How to fix "You do not have the capacity to open a new ticket"
Getting the System Status Report
E-Mail Notifications
User Guide
What's New In Awesome Support
Installation
Post Installation – What You Need To Know (Quick Start)
Post Installation - Enter Your First Ticket (As A Customer)
Post Installation: Adjust Security
Basic Admin: Add An Agent
Basic Admin: Turn Off Ticket Assignment To An Agent
Agent Functions: Manage The Ticket List
Agent Functions: View All Tickets
Agent Functions: Navigate To A Ticket (View Ticket)
Agent Functions: Explore The Ticket Interface
Agent Functions: Reply To A Ticket
Agent Functions: Close A Ticket
Agent Functions: Add An Internal Note (Premium)
Agent Functions: Track Time Spent On A Ticket (Basic)
WPML
WPML: Introduction
WPML: Quick Installation Guide
WPML: Set Up Awesome Support For WPML
WPML: Set Languages For Awesome Support Pages
WPML: Set Up The Language Switchers
WPML: Setting Localization Options
WPML: Find All Strings For Awesome Support
WPML: Translating Awesome Support Pages
WPML: Translating Awesome Support Taxonomies
WPML: Translate Administration Panel Items
Advanced Reports And Statistics (Early Release)
Admin Guide
ADMIN: Security Roles For Reports
ADMIN: Restrict Certain Users View Of The Data Based On Department
User Guide
Installation (Reports and Statistics)
Overview (Reports and Statistics)
Report Dashboard Overview
Running Reports
Filtering Reports (Standard and Custom Fields)
Using The Second Dimension
Saving Reports
Report Ideas
Auto Close
All Topics
Automatic Ticket Close Concepts
Installation (Automatic Ticket Close)
Configure Automatic Ticket Close
Misc And FAQ (Automatic Ticket Close)
Business Rules Engine (With Zapier Integration)
Admin Guide
Installation (Rules Engine)
Introduction to the Rules Engine
Create a Ruleset
Configure Email Templates
Zapier Actions
Periodic Rules (Cron)
Customizing Client and Agent Attributes In The Conditions and Filters Section
Use Webhook Actions
Client Tickets For Web Agencies And Developers
Admin Guide
Introduction (Client Tickets)
Installation (Client Tickets)
Configuring Client Tickets
Hiding The Configuration Screen
Advanced Configuration Options
Custom Status And Labels
All Topics
Installation
Creating/Adding Custom Statuses
Using Custom Statuses
Known Conflicts And Limitations
Custom User Registration Fields
All Topics
Overview Of User Registration Fields
Installation
Create A User Registration Field
Edit A User Registration Field
Delete A User Registration Field
Documentation
All Topics
Installation
Overview
Components Of A Documentation Item
Create Your First Documentation Item (Topic)
View Your Documentation
Add/Edit/Delete Documentation Items (Topics)
Create a Documentation Item Inside A Ticket
Quickly Respond To A Ticket With A Documentation Link
Customizing The End User Experience
E-Mail Support
All Topics
E-Mail Support (Introduction)
Installation (E-mail Piping)
Configuring Email Support / Email Piping
Creating New Tickets Via Email
Gmail Considerations
Handling Replies To Closed Tickets
Reference: Email Template Tags
Hooks And Filters (E-Mail Support Add-on)
Incompatible WordPress Hosts
Managing Multiple Mailboxes
Managing Mailbox Rules
Useful Mailbox Rules
Handling Unassigned Emails
Email Support Advanced Topics
Troubleshooting
Email Templates
Pre-Built Email Templates
Email Template Samples
Switching Email Template Sets
FAQ
All Topics
Installation (FAQ Add-on)
FAQ Overview
Add/Edit/Delete FAQs
Create an FAQ Inside A Ticket
Quickly Respond To A Ticket With An FAQ Link
Configure FAQ Display For The Front-End
FAQ Live Search
Frequently Asked Questions Shortcode
FAQ Search Short-code
Customizing the FAQ Page
Troubleshooting FAQs
Filestack (formerly Filepicker)
All Topics
Filepicker
Guest Tickets
All Topics
Installation (Guest Tickets)
How It Works (Guest Tickets)
Suppress New User Emails
Other Configuration Options
Troubleshooting (Guest Tickets)
Importer
Admin Guide
Installation
Importing From Zendesk
Importing From Helpscout
Importing From TICKSY
Importing A Large Volume of Tickets
Notifications
All Topics
Installation (Notifications)
Overview (Notifications)
Setup Your Slack Configuration
Configure Notification Events
Configure Outgoing Emails
PINS (Personal Identification Numbers)
All Topics
Installation (PINS)
Introduction To Pins
Generate PINS For All Existing Users
Agents: Validate A PIN
Users: View PIN
Invalidate And Re-generate PINS For All Existing Users
Private Credentials
All Topics
Installation (Private Credentials)
Private Credentials Concepts
Enabling 2nd Level Encryption (Strongly Recommended!)
The End User Experience
The Support Agent Experience
Troubleshooting (Private Credentials)
Report Widgets
All Topics
Installation (Admin Report Widgets)
Upgrading Admin Report Widgets To Version 2.0 From Version 1.0
New Features For Version 2.0
Overview
Widget List
Configure Widgets
Managing Your Widgets and Understanding The Data
Satisfaction Survey
All Topics
Satisfaction Survey Concepts
Installation (Satisfaction Survey)
Personalizing Satisfaction Survey
Configuration Options
Satisfaction Survey Types
View And Manage The Result Of A Satisfaction Survey
Tips and Troubleshooting (Satisfaction Survey)
Scheduled Tickets (Early Release)
All Topics
Installation (Scheduled Tickets)
About Scheduled Tickets
Create And Schedule A Ticket Template
Smart Agent Assignment
All Topics
Smart Agent Assignment Concepts
Smart Agent Installation
Smart Agent Assignment Algorithms
Setting Agent Availablity
Assigning Agents To Departments
Assigning Agents To Products
Overriding The Algorithm In Use
Smart Replies With Integrated Artificial Intelligence
Admin Guide
Introduction to Smart Replies
Installation
Smart Chat
Smart Replies To New Tickets
Facebook Messenger Chatbot
Configure Automatic Responses and Replies From PostTypes And Keywords
Automatic Keyword Extraction With Google Natural Language
Artificial Intelligence With Dialogflow (Formerly API.ai)
Fulfillment with API.ai
Troubleshooting
Triggered Tickets For WooCommerce (Early Release)
All Topics
Installation (Triggered Tickets)
Overview (Triggered Tickets)
Creating A New Triggered Ticket
Edit/Delete Triggered Tickets
Integrating with AutomateWoo
Using Template Tags
»
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Rules Engine
Rules Engine
More Topics In Rules Engine
Installation (Rules Engine)
Introduction to the Rules Engine
Create a Ruleset
Configure Email Templates
Zapier Actions
Periodic Rules (Cron)
Customizing Client and Agent Attributes In The Conditions and Filters Section
Use Webhook Actions
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