The Ticket Submit Shortcode When Awesome Support is installed it automatically creates a new page called SUBMIT TICKET that contains the ticket-submit shortcode. This is the page that will be used when the user needs to open a support ticket on your system. Shortcodes in WordPress are enclosed with square brackets but we don’t include them in… Continue reading ADMIN: Short Codes And Pages
Chapter: Admin Guide
ADMIN: Configure Status Colors
Awesome Support ships with three default statuses – NEW, IN PROGRESS and HOLD. Additionally there are two ticket “states” – OPEN and CLOSE. Finally there are conditions such as “OLD”. Each of these status/states/conditions can be assigned a different color. To do this – go to the TICKETS->SETTINGS->STYLE tab and scroll down to the COLORS section. Tip:… Continue reading ADMIN: Configure Status Colors
ADMIN: Configure Channels
Channels allow you to track where tickets originate. Usually most tickets will originate from your main ticketing page on your website or from an email. But you can also track tickets that originate elsewhere such as Facebook, Twitter or even via a phone call. Awesome Support comes with a pre-configured list of Channels but you… Continue reading ADMIN: Configure Channels
ADMIN: Configure Priorities
The standard default installation does not activate the Priority field. This helps to keep things simple and ensure that the plugin is ready to be used immediately after installation. But its easy and quick to enable and customize. Unlike other products, you can completely customize your drop-down list of priorities. Instead of a generic 1 –… Continue reading ADMIN: Configure Priorities
ADMIN: Email Template Sets
As of version 5.5.2, Awesome Support ships with six different design sets for each of the core emails. The default set installed for version 5.5.2 – 5.8.0 is called BLUE BLOCKS. For version 5.9.0 and later the default template set is ELEGANT. However, you can install any of the other sets at any time. To… Continue reading ADMIN: Email Template Sets
ADMIN: Configure Email Alerts
Awesome support includes the ability to send email alerts to agents and customers. The following email alerts are available as part of the free core plugin: Submission Confirmation: Sent to the client/customer when they submit a new ticket New Assignment: Sent to the agent that is assigned to the new ticket (or when the ticket is first transferred… Continue reading ADMIN: Configure Email Alerts
ADMIN: Configure Departments
Awesome Support allows you to create a list of departments and show those departments to the user while creating a ticket. The user can then select the department to which the ticket should be directed. Turn On Support For Multiple Departments Go to the TICKETS->SETTINGS->FIELD tab Click on the checkbox next to the ENABLE DEPARTMENTS MANAGEMENT option. Scroll… Continue reading ADMIN: Configure Departments
ADMIN: WooCommerce Integration (Basic)
Straight out of the box the free core version of Awesome Support can place a couple of links in your end users WooCommerce dashboard that will take them to the ticket pages: To turn this option on, go to the TICKETS->SETTINGS-INTEGRATIONS tab. There you can turn this option on as well as set the labels for… Continue reading ADMIN: WooCommerce Integration (Basic)
ADMIN: WooCommerce Integration (Basic)
ADMIN: WooCommerce Integration (Basic) Straight out of the box the free core version of Awesome Support can place a couple of links in your end users WooCommerce dashboard that will take them to the ticket pages: To turn this option on, go to the TICKETS->SETTINGS-INTEGRATIONS tab. There you can turn this option on as well… Continue reading ADMIN: WooCommerce Integration (Basic)
ADMIN: Synchronize Products With WooCommerce And Easy Digital Downloads
If you run WooCommerce or Easy Digital Downloads on your site you can choose to synchronize the Awesome Support products list with your WC or EDD installation. To get started, simply go to the TICKETS->SETTINGS->GENERAL tab and check the box labeled Synchronize Edd Products or Synchronize WooCommerce Products. Don’t forget to scroll down and click the SAVE CHANGES button at… Continue reading ADMIN: Synchronize Products With WooCommerce And Easy Digital Downloads