Awesome Support can allow agents to edit tickets and replies and maintain an audit trail of those edits. Additionally, agents can be allowed to delete replies and, of course, an audit trail maintained for the deletions. To configure audit trail options, go to TICKETS->SETTINGS->PERMISSIONS and scroll down to the EDITING HISTORY section. You can turn on/off related… Continue reading ADMIN: Audit Trail Options
Chapter: Admin Guide
ADMIN: Advanced System Options
Awesome Support includes a myriad of advanced options to allow you to tweak your installation or to work around common issues related to server configurations and hosting providers. You can access these options under the TICKETS->SETTINGS->ADVANCED tab. In that tab you’ll see the following sections: Importer Integration: When tickets are being imported from other SAAS… Continue reading ADMIN: Advanced System Options
ADMIN: Deleting Attachments (Manual and Automatic)
Straight out of the box, Awesome Support does NOT allow admins or agents to delete attachments from tickets. However, this option can be turned on. To turn this option on for agents or end users: Go to the TICKETS->SETTINGS->FILE UPLOAD tab Scroll down to the PERMISSIONS section Turn on the appropriate checkboxes Scroll down and click the SAVE CHANGES button… Continue reading ADMIN: Deleting Attachments (Manual and Automatic)
ADMIN: File Upload Options
File upload options allow you to control the number of files, the type of files, the size of files that can be uploaded with a ticket or ticket reply and what type of uploads are allowed (default browser upload or drag-and-drop). An agent can even turn off file uploads completely. Set File Upload Options Go to… Continue reading ADMIN: File Upload Options
ADMIN: Misc Display Options (Advanced)
Awesome Support includes a number of advanced configuration options to control the display of lists as well as other useful misc global display options. Set Advanced Display Options Go to the TICKETS->SETTINGS->ADVANCED tab Turn on or off items as needed in the first section – see below for what each item does. Don’t forget to… Continue reading ADMIN: Misc Display Options (Advanced)
ADMIN: Misc Display Permissions
Turn On/Off Ticket List Tabs Admins can turn on/off the documentation, bulk actions and preferences tab at the top of the ticket list. To do this, go to the TICKETS->SETTINGS->PERMISSIONS and scroll down to the TICKET LIST TABS section: Turn On/Off Certain Ticket Tabs and Metaboxes Admins have the ability to control who can be prevented… Continue reading ADMIN: Misc Display Permissions
ADMIN: Misc Display Options For Customers (Front-end Users)
Awesome Support includes a number of configuration options to control the size of display lists for end users as well as other useful misc global display options. To access and update these: Go to the TICKETS->SETTINGS->GENERAL tab The first section is labeled FRONT END OPTIONS – this is where most of the display options are set for… Continue reading ADMIN: Misc Display Options For Customers (Front-end Users)
ADMIN: Misc Display Options For Agents and Admins
Awesome Support includes a number of configuration options to control the size of display lists for administrators and agents as well as other useful misc global display options. To access and update these: Go to the TICKETS->SETTINGS->GENERAL tab The first section is labeled GENERAL ADMIN AND AGENT OPTIONS – this is where most of the display options… Continue reading ADMIN: Misc Display Options For Agents and Admins
ADMIN: Basic Time Tracking
ADMIN: Basic Time Tracking Awesome Support Core includes the ability for agents to manually enter time on a ticket. The administrator can control whether or not to allow the time tracking fields to be shown on a ticket, turn on/off the audit log and set which time fields, if any, to show in the… Continue reading ADMIN: Basic Time Tracking
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 called the Secondary Agent and Tertiary Agent. To… Continue reading ADMIN: Multiple Agents Per Ticket