Here are some of the enhancements we've made across our add-on's product portfolio in the 2nd quarter of 2018 - and the 2nd quarter isn't even over yet!

Core Version 5.0 and 5.1

We released a significant update to the core plugin (version 5.0) at the end of the 1st quarter - you can read more about that here.  We quickly followed that up with version 5.1.

Version 5.1 was released with the sole purpose of making the onboarding process easier for new users. Now, when Awesome Support is installed, users are given the option to run a wizard to help get them up and running faster.

New Release:  PINS (Personal Identification Numbers)

We released a new add-on called, simply, PINS.  It allows an agent to verify that the person they are speaking with on the phone or via chat has access to the support account.  This verification can be done before taking any sensitive action such as changing an email address or updating a credit card number.

Learn more about Awesome Support: PINS.

New Release: Scheduled Tickets

Awesome Support: Scheduled Tickets allows the administrator to set up ticket templates that will be used to automatically create tickets in the future.  For example:

• A lawn care service can create a schedule of lawn-care tickets.
• A WordPress support operation can automatically create monthly tickets for agents to run update for clients.
• A support agent can create a scheduled ticket for a future date to follow up with a client on a particular issue

Learn more about Awesome Support: Scheduled Tickets

Documentation

Version 4.5 of our Documentation add-on introduced some significant enhancements:

Search

First up - SEARCH - Finally.   There is a search element at the bottom of the documentation screen now:

This element only searches documentation items.  Prior versions of search relied on the WordPress built-in search which would search everything.  This new version will only search documentation posts.  When clicked, you get a lightbox that looks something like this:

Sharing Options

We now include options for sharing - the admin can determine which networks to share to along with the color, shape and location of the sharing area:

Topic Feedback

An admin can now enable an option to collect a Thumbs up / Thumbs Down indicator on an individual article.

When enabled, the user will also see a message similar to 5 out of 6 people found this article useful.

If you don't already own the Documentation add-on you can pick up a copy here.

Other

New versions of FAQ, CUSTOM FAQ, CANNED RESPONSES and POWER-PACK were released with Awesome Support 5.x compatibility being their main new feature.