Awesome Support – WordPress HelpDesk & Support Plugin

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Awesome Support is the most versatile and feature-rich support plugin for WordPress. It’s the result of three+ years of work, research, and improvement. The features are an answer to user requests for a premium, WordPress-based help desk. But that’s not the only thing that makes it the best. It’s free and premium feature-set coupled with its REST API rivals the best SAAS helpdesk – without a large monthly fee! For premium support please visit the official site. What does it do? Check out the user-friendly features of this awesome plugin: Ticketing: users can submit tickets from the front-end, and your agents respond to them from the WordPress back-end E-mail notifications: relevant parties are notified of certain actions by e-mail, and all e-mails are customizable. Choose from a selection of six email notifications (new ticket, reply to agent, reply to client etc.) Restricted access: all correspondence is private between the client and the agents (unless the PUBLIC TICKETS premium add-on is installed and configured) File upload: you control when files can be uploaded, how many files, and how large they are Multiple products: provide support for as many products as you want; synchronize product lists with popular e-commerce platforms such as WooCommerce and Easy Digital Downloads (EDD) Multiple departments: provide support for multiple departments Custom fields: easily set up additional custom fields on your ticket forms (and our premium Custom Fields add-on offers even more convenience). Choose from 13 field types. Terms & conditions: ask users to agree to your your terms and conditions before they open a ticket Old tickets: identify old tickets quickly with tags Agent Collaboration: multiple agents can work on the same ticket and tickets can be transferred between agents; assign primary, secondary and tertiary agents to tickets while retaining the flexibility to transfer a ticket to any other agent. Sorting And Filtering: includes an amazing flexible sorting, filtering and tagging system for your tickets Security: assign just the right capabilities to each of your agents including just the ability to see their own tickets or expand to see everyone’s tickets – your choice! Tracking: easily track where a ticket originated (support form, email, facebook, phone call etc.) Prioritze your way: create your own priority scheme – you don’t have to get locked into a 1-5 priority scheme! Time Tracking: basic time tracking is included! Admins can even adjust time and all time changes are logged directly in the ticket. Custom status: sign up for our email newsletter and get our Custom Status plugin for free – unlimited color coded, customized statuses and ticket labels at your fingertips! Combined with priorities and tags you have the ultimate system for categorizing and tracking your tickets! WordPress UI: Uses the familiar WordPress administration user interface so there is almost no learning curve! And, because we respect the WordPress UI standards you can use any 3rd party styling tool to create the look you want (see the screenshots section for examples) Features Awesome Support is probably the most powerful helpdesk and support ticketing plugin on the planet. Seriously – just take a look at all the features you can get (some free, some premium) Unlimited Tickets (Free) Unlimited Agents (Free) Unlimited Users (Free) Unlimited Products (Free) Unlimited Departments (Free) Unlimited Tags (Free) Unlimited Custom Priorities With Color-coding (Free) Unlimited Channels (Free) Unlimited Custom Statuses/Labels With Color-coding (Free) Unlimited Custom Fields (Free) Private Tickets (Free) Agents can create tickets on behalf of users (Free) Agents can view only their tickets or all tickets (Free) Agents can receive e-mail notifications by email for ticket events such as new ticket, reply to ticket etc. (Free) Users can receive e-mail notifications by email for ticket events such as new ticket, reply to ticket etc. (Free) Agents can respond to tickets using email (Premium: E-mail Support add-on) Users can respond to tickets using email (Premium: E-mail Support add-on) Multiple agents can work on the same ticket (Free) Transfer tickets from one primary agent to another (Free) Internal notes on ticket (Premium: Private notes add-on) Users can open tickets by email (Premium: E-mail Support add-on) Notify agents of ticket events via SLACK (Premium: Notifications add-on) Notify agents of ticket events via SMS (Premium: Notifications add-on) Notify third parties of ticket events via email (Premium: Notifications add-on) Create custom notifications for status based custom change events (Premium: Notifications add-on) Allow or deny users from reopening closed tickets by email (Premium: E-mail Support add-on) Options for handling unrecognized email addresses including rejection of email or adding new accounts (Premium: E-mail Support add-on) Retrieve new tickets from multiple inboxes (Premium: E-mail Support add-on) Set rules to govern priority, status and default agent assignment based on which inbox a message was received in. Great for VIP clients, product promotions or multiple department ticket handling (Premium: E-mail Support add-on) Set rules to govern email handling based on the content of emails or who the email is from. (Premium: E-mail Support add-on) Create custom email commands that can be used via replying to email to close tickets, reassign to agents, escalate priorities etc. (Premium: E-mail Support add-on) Configure email templates for email notifications (Free) Automatic round-robin assignment of tickets to agents based on their current ticket load (Free) Assign tickets to agents based on departments and products (Premium: Smart Agent add-on) Assign tickets to agents based on working hours (Premium: Smart Agent) Five intelligent agent assignment algorithms (Premium: Smart Agent add-on) Automatically close old tickets (Premium: Automatic Ticket Close add-on) Send multiple warning messages before closing old tickets (Premium: Automatic Ticket Close add-on) Create multiple workflows for handling abandoned or old tickets based on status (Premium: Automatic Ticket Close add-on) Create one-click replies for common questions (Premium: Canned Response add-on) Create FAQs and assign them to one or more pages (Premium: FAQ add-on) Use FAQs to quickly reply to tickets (Premium: FAQ add-on) Create an FAQ from a ticket reply (Premium: FAQ add-on) Reply to a ticket and create an FAQ in on step (Premium: FAQ add-on) Use any custom post type as an FAQ to respond to tickets (Premium: Custom FAQ add-on) Secure vault to store sensitive credentials such as user ids and passwords (Premium: Private Credentials add-on) Delete sensitive data stored on the ticket when the ticket is closed (Premium: Private Credentials add-on) Quickly identify open tickets with sensitive data (Premium: Private Credentials add-on) Send out satisfaction surveys after a ticket is closed (Premium: Satisfaction Survey add-on) Configure every element of the satisfaction survey (Premium: Satisfaction Survey add-on) Set an admin-defined delay before sending surveys just in case the user needs to reopen the ticket (Premium: Satisfaction Survey add-on) Allow one-click option in emails to close and rate a ticket (Premium: Satisfaction Survey add-on) Integrate with WooCommerce (Premium: WooCommerce add-on) Integrate with Easy Digital Downloads (Premium: EDD add-on) Integrate with Envato (Premium: Envato Validation add-on) Define custom fields using a little bit of PHP code (Free) Define custom fields using a nice GUI (Premium: Custom Fields Add-on) Define 10+ custom field types (Free and Premium) Create simple and complex custom ticket forms with Gravity Forms (Premium: Gravity Forms add-on) Push data to zapier with Gravity Forms (Premium: Gravity Forms add-on) Make tickets public so users can search search for solutions before submitting tickets (Premium: Public Tickets add-on) Allow attachments to tickets (Free) Control the number of attachments allowed per ticket (Free) Control the file types allowed for attachments (Free) Control the maximum filesize allowed for attachments (Free) Off-load attachments to the “cloud” (Premium: Filestack add-on) Drag-and-drop attachments to tickets (Premium: Filestack add-on) Lock tickets so that users cannot reopen them (Premium: Productivity Powerpack) Merge tickets when users submit multiple tickets (Premium: Productivity Powerpack) Split tickets when users submit multiple questions in the same ticket thread (Premium: Productivity Powerpack) Set ticket limits to prevent users abusing your free support (Premium: Productivity Powerpack) Allow agents to create multiple signatures and choose one for each reply (Premium: Productivity Powerpack) 8+ report widgets for your WordPress admin dashboard (Premium: Report Widgets add-on) Hundreds of custom reports (Premium: Reports and Statistics) Save custom reports (Premium: Reports and Statistics) Share custom reports with other agents (Premium: Reports and Statistics) Create support notes for each customer visible to agents on tickets (Premium: Productivity Powerpack) Agents can create personal notes visible only to themselves and admins (Premium: Productivity Powerpack) Agents can create todos visible only to themselves and admins (Premium: Productivity Powerpack) Admins can create a shared hotlist of urgent tickets for all agents (Premium: Productivity Powerpack) Agents can create favorite lists of tickets (Premium: Productivity Powerpack) Agents can create and use multiple signatures (Premium: Productivity Powerpack) Use one-click close links in client emails to make it easier to close tickets (Premium: Productivity Powerpack) Set unlimited notification email addresses for clients and agents ((Premium: Productivity Powerpack) Set unlimited interested third parties for each ticket, any of whom can be notified (Premium: Productivity Powerpack) Apply custom CSS on selected pages such as Registration, View Tickets etc. (Premium: Productivity Powerpack) Add unlimited email addresses to a ticket, any of which can be notified of ticket events (Premium: Productivity Powerpack) Track time on each ticket (Free) Automatically track time on each ticket and for each reply (Premium: Advanced Time Tracking add-on) Generate invoice reports for time tracking (Premium: Advanced Time Tracking add-on) Set and use multiple rates for each client, agent or ticket (Premium: Advanced Time Tracking add-on) Robust security integrated with WordPress Capabilities (Free) Customize the types of tickets your agents can view (Premium: Productivity Powerpack) Custom labels for certain fields such as priority, departments etc. (Premium: Productivity Powerpack) Charge users for support tickets (Premium: Paid Support For WooCommerce) Allow users to set up paid subscriptions for support (Premium: Paid Support For WooCommerce) Allow admins to configure paid support products – one-off tickets, subscription by time or subscription by number of tickets (Premium: Paid Support For WooCommerce) Prevent users from opening a support ticket unless they have a paid account (Premium: Paid Support For WooCommerce) Provide beautiful documentation for your end users (Premium: Documentation) Use documentation topics to quickly reply to tickets (Premium: Documentation) Show users relevant documentation topics as they attempt to open a new ticket (Premium: Documentation) Create new documentation as you reply to tickets (Premium: Documentation) Install a HELP/TICKETS button on any number of remote sites that tie back to your master site (Premium: Remote Tickets) Automatically reply to messages sent by Facebook users via FB Messenger (Premium: Facebook Chat Bot) REST API (Free: Rest API) Synchronize your product list with WooCommerce (Free) Synchronize your product list with Easy Digital Downloads (Free) Verify user email address using Mailgun (Free) Use a 3rd party custom login page (Free) Allow or deny user registration on the login page (Free) Translation ready (Free) Priority Support (Premium) Many more features – just check out website for a listing of all 25+ add-ons! Premium Extensions Now that you’ve seen our list of awesome features above, you already know that Awesome Support is packed with features; so if you want to supercharge your support and make it even more awesome, make sure you pick up our premium add-ons so you can extend the plugin’s functionality even further! All of our add-ons are extremely affordable (they’re a fraction of the cost of a web-based application). To check them out, visit our official site at getawesomesupport.com. Popular extensions E-Mail Piping – reply to tickets and collaborate on tickets using just e-mail. Includes built-in options to control how to handle unrecognized email addresses, responses to closed tickets and much more! Custom Fields – a visual helper for adding custom fields to your tickets. Add unlimited fields and choose from 13 different field types! WooCommerce – this is must-have bridge between your WooCommerce store and Awesome Support Powerpack – this add-on adds a series of powerful functions to Awesome Support. Merge/split/lock tickets. Use new template tags in your outgoing emails. Fine tune your security and so much more! Canned Responses – preconfigure replies to common questions, and access them in one click when replying to a ticket Gravity Forms – create custom ticket forms with this very popular WordPress forms builder Private Notes – insert notes into tickets that only agents and admins can view FAQs – Powerful FAQ management make your agents more productive Notifications – get notified of important events in slack and via pushbullet. Notify third parties of important ticket events via email. Custom Status and Labels – create unlimited custom labels that give you new levels of organization for your tickets Additional extensions such as Advanced Reports and Statistics, Admin Report Widgets, Paid Support, Advanced Time Tracking, Auto Close, Private Credentials, Satisfaction Survey, Public Tickets, Guest Tickets, Smart Agent Auto Assignment, Documentation, EDD, Envato and Filestack bring even more power to Awesome Support. Bundles Purchase one of our bundles and get up to a 70% discount compared to purchasing individual add-ons. Startup Bundle – A 50% discount on the 5 most common add-ons for unlimited sites Standard Bundle – A discount of 20%-60% on the 8 most common add-ons (discount level depends on number of site licenses purchased) Professional Bundle – A discount of 45%-70% on the add-ons most useful for e-commerce sites (discount level depends on number of site licenses purchased) Enterprise Bundle – A discount of 50%-70% on the most common add-ons used in larger businesses. Agency Bundle – A discount of 55%-70% on a bundle of almost all our add-ons. You get an even bigger discount if you purchase this package without the option for technical support! Seamless Integration Awesome Support was built to be compatible with 99% of all existing themes, both free and commercial. It’s “plug & play” – all settings and templates are automatically switched on as soon as you click the “Activate” button, so you can get started with providing support straight away. Responsive Design Awesome Support provides an optimized viewing experience for easy reading and navigation with minimal resizing, panning, and scrolling. Do your clients regularly submit tickets on the go? Awesome Support is responsive, so they’ll enjoy a seamless experience from the convenience of their mobile phone (provided the theme you use is also responsive). Robust Code Version 4 of Awesome Support was built with flexibility in mind; the code is clean, well-documented and full of hooks. You can easily customize Awesome Support to do almost anything you want or need. Awesome Support relies on the Titan Framework to handle plugin options. This framework is built by expert WordPress developers and is well-maintained on GitHub. Translations Awesome Support is available in a variety of languages and volunteers and customers are always adding more! Do you want to translate Awesome Support in your language? Head over to the POEditor.com Project! Don’t see your language? Let us know which one you would like and we will add it for you! Roadmap Want to know what’s next for Awesome Support? Check out the roadmap. You can also vote for the ideas you like best! Add-Ons Need to extend Awesome Support’s features? We have lots of add-ons to help you setup the perfect support site. Check out our add-ons page. Team Even though the plugin has been developed and is maintained by the Awesome Support development team, we’ve had help from various developers around the world. You can see all the contributors on the team page. Many thanks to them all! Our key core developers on the Awesome Support Development Team in the third quarter of 2017 include: - Robert Kramer - Muhammad Tahir - Nigel Bahadur - Julien Liabeuf Recent Translators: Miquel Martínez – Catalan