WP Awesome Support Genesis
At ThemeAvenue, we love our clients. We were looking for a support / ticketing plugin to add to our current WordPress support site in order to provide premium support to our buyers.
We tried a lot of plugins, spent hours looking for the perfect one, but in the end we didn’t find it.
Therefore, we deided to develop our own, perfect support WordPress plugin.
The support plugin had to be simple, support multiple agents, be seamlessly integrated to any WordPress theme and be flexible to adapt to different business types. Optionnaly, as we work with Envato marketplaces, the plugin had to be able to check Envato purchases.
Yet Another Support Plugin? No…
Indeed, WP Awesome Support is not “just” another support plugin. It is a lot more flexible and powerful than most WordPress support plugin out there. Why you ask?
Seamless Integration
Above is an example of how the plugin integrates with KnowHow (A WordPress Knowledge Base)
Above is an example of how the plugin integrates with TwentyTwelve
WP Awesome Support has been designed to seamlessly integrate to any WordPress theme. Therefore, don’t worry about design compatibility. Your site will still look good, and so will the plugin! The design uses Bootstrap, but you can deactivate it if you prefer keeping only your theme’s style.
Support Multiple Agents
With WP Awesome Support, you can work with as much support agents as you want. If you have a team of 20 support agents, simply add them 20 in your WordPress users with the right role.
Intelligent Ticket Attribution
Two ticket attribution modes are available:
- Auto-Assignment
- Standard Assignment
With the first option, you will assign each of your support agents to a ticket type / department. Then, each time a new ticket will be submitted, the plugin will find out which is the agent in the corresponding group with the less tickets open. The new ticket will then be assigned to this most available agent.
With the second option, the plugin won’t look for an agent in a specific group. It will simply calculate which agent has the less tickets open.
The plugin comes with an advanced permission management system. You can define what users can see and reply to the tickets.
Custom roles and capabilities are created for this plugin. When you will add a new support agent, you don’t have to choose between the regular WordPress roles which are not suitable. Instead, we created plugin specific roles. You won’t have to give access to all your site to your agents, and you won’t need a role management plugin.
E-mail notifications can be send for every action. Those notifications can be enabled or disabled one by one in the settings. You can notify:
- Clients to confirm them their ticket has been successfully submitted
- Agents to inform them a new tickets has been assigned to them
- Clients than an agent replied to the ticket
- Agents that the client replied the ticket
- Clients that the ticket has been closed
Template Tags 
Template Tags allow you in add dynamic information in your custom e-mail notification. For instance, it only takes a second to add the ticket number, ticket title, agent name to an e-mail. You can also add a link to the ticket directly from the e-mail notifications.
Envato Compatibility 
We work with Envato marketplaces. Maybe you too. And then if you do, we have built-in a great feature: Envato purchase verification. If you enable this option, the license number will be asked for each ticket submission (you can even make it mendatory). Then, we use the Envato API to verify the purchase.
The Envato logo will be added to your tickets list so that you can see in a second who really bought your items, and then give them faster support.
Above is an example of how the plugin integrates with TwentyTwelveWhat if your clients need to submit a ticket on the go? No worries! The plugin is responsive. Even from a mobile, your client will have a smooth and pleasant experience (as long as the theme you use is responsive).
For instance, the WYSIWYG Editor will fallback to a regular textarea on mobile.
The plugin is fully localized are is delivered with the .po/.mo files. You can translate the plugin in any language!
NEW from version 1.1.0: French Translation
Yeah I said the plugin integrates seamlessly with any theme. And it does. However, as we use some CSS for the plugin, it might, in certain cases, alter your theme’s look. If it’s the case, you have 2 options:
- Disable the CSS completely and only keep your theme’s CSS
- Only disable the forms CSS as this is where alteration are more likely to appear
We also added an option to let you give a specific class to every button. This way, you can totally make them look like every other button in your theme.
Finally, if you like having your hands dirty, you can add your custom CSS to make it fit your theme pixel-perfect.
Do you like seeing the pretty face of the client you’re dealing with? If he uses Gravatar, you will. The plugin is fully compatible with Gravatar in the admin panel and on the front-end.
File Attachements & Upload
As promised, we added a user-friendly file-uploading experience to our support plugin. You can drag & drop multiple files at once.
Browser support includes IE7+ (including IE10), Firefox, Safari (OS X), Chrome, IOS6, and Android. Does NOT require Flash, jQuery, or any external libraries.
You’re using WooCommerce? It’s a great e-commerce plugin. That’s why we now integrate with it! When your clients will log into their client account, they will see their tickets and will be able to submit a new one from within the dashboard!
Using WordPress Multisite?
If you plan on using WP Awesome Support with a WordPress multisite network, you should know that the plugin is compatible but please, read the multisite installation guide before installing the plugin!
Credits
- German translation by Beat Richli from Codepage GmbH
Changelog
UPDATE: if you update from version 1.0.0, please deactivate and reactivate the plugin to update correctly. Nothing will be lost.
v1.2.7
- Fix custom profile fields issue - Enable shortcode on ticket submit page - Add Portugese language
v1.2.6
- Add option to deactivate WYSIWYG on frontend
v1.2.5
- Minor fixes
v1.2.4
- Fix security issue by updating to Fine Uploader 3.9.1
v1.2.3
- Prefix function to avoid conflicts
v1.2.2
- Update language files and version number - Add default validation status plus filter and filter on envato validation error text
v1.2.1
- FIX: Issue with empty products and quick reply template tags
v1.2.0
- NEW: Quick Reply Feature
v1.1.12
- NEW: Login form on tickets list page when user isn't logged-in - NEW: Attachments opened in a new tab - NEW: All Envato lincence are displayed in the tickets details - FIX: Style issue with light and dark theme - FIX: Modal was not working (markup and JS updated to Bootstrap 3) - FIX: Agents group properly saved - Updated: Bootstrap tagmanager 3.0 - Updated: Form markup to Boostrap 3.0
v1.1.11
- NEW: 7 Types of button available - NEW: Added style for dark backgrounds themes (in addition to default light theme) - NEW: Filters on notices - NEW: Version number in footer - FIX: Used namespacing with parent class .wpas to avoid any conflict with Themes (especially with themes built with Bootstrap) - FIX: Only agents and above can change the user group - FIX: Custom script in header fixed (extra comma removed) to prevent crashing in old IE versions - FIX: Assignees list in back-end is based on capabilities instead of roles for custom roles compatibility - Updated: Plugin now uses Bootstrap 3 RC1 (stylesheet and markup) - Updated: Improved search input (used HTML input type search and removed input append) - Updated: Disabled FontAwesome in Front-End - Updated: Default language file - Updated: French translation - Removed: Forms styling can't be deactivated separately
v1.1.10
- NEW: Password validation is now dynamically added using jQuery instead of HTML5 oninput - FIX: Login redirect for subfolder WordPress installs - FIX: "My Tickets" link in admin bar doesn't redirect to front-end anymore - FIX: Incompatibility with WordPress SEO is fixed
v1.1.9
- NEW: Ticket submit and list pages can display custom page's content - NEW: Action hooks before & after ticket submission form - NEW: Redirect CPT archive to tickets list page - FIX: E-Mail sent to agent when a new ticket is created from the admin
v1.1.8
- FIX: Plugin forms only displays for main query - FIX: Widget declared twice
v1.1.7
- NEW: Filter to easily change the URL prefix for tickets CPT - NEW: Tickets won't be submitted with incorrect Envato license - NEW: Notification displayed if last reply is considered as old (defined in the settings) - FIX: Limit attachments size to max allowed by server - FIX: Issue with modal popup not being hidden by default - FIX: Renamed .clearfix class into .wpas_clearfix to avoid conflict with themes - Updated: Replaced Timeago JS plugin by WordPress human_time_diff() function - Updated: Language files - Removed: Fade effect on popups to avoid conflicts
v1.1.6
- FIX: Fixed broken uploader (due to issue with tags) - FIX: Drag & Drop feature disabled on IE9 and below (not compatible) - Update: Improved form validation on ticket submission (fallback if no client-side validation) - Update: Version number
v1.1.5
- NEW: German translation files - FIX: Issues with description not displaying - FIX: Use of media queries only instead of matchMedia (JS) - FIX: Support of input placeholders for old browsers (https://github.com/mathiasbynens/jquery-placeholder) - FIX: Products history only saved when needed - FIX: Tickets limit in frontend listing - FIX: Logged-in users can't see other users tickets titles - Update: Permalink structure to remove front base - Update: French language files - Update: Version number
v1.1.4
- FIX: Products dropdown removed from frontend when disabled - Update: Version Number
v1.1.3
- NEW: Products Management - NEW: Auto-Update Feature Included - NEW: Option to only show opened tickets in tickets list - FIX: Envato Verification Function - FIX: Fineuploader script error when file attachement is disabled - FIX: {message} tag works - FIX: Taxonomies terms bg color save properly - FIX: Cached options cleared after settings update - Update: Emails Header now in UTF-8 - Update: Version Number v1.1.2
- ADD: Reply Needed Indicator - ADD: Network uninstall process - Update: Improved E-Mail Notifications - Update: Reduce DB Queries - FIX: Multisite Issues with Settings & Add New Ticket pages - FIX: Help in E-Mail Settings - FIX: Replies count when agent can only see his tickets - FIX: Links in admin bar lead to backend for agents - FIX: Support staff group is saved
v1.1.1
- FIX: Register default settings works for new installs
v1.1.0
- ADD: File Attachments - ADD: French Translation - ADD: WooCommerce Integration - ADD: Option to Change Date Position in Ticket Details - FIX: Bootstrap Responsive Removed - FIX: Bootstrap.min.css Updated - FIX: Tickets Count Triggered Warnings if no Tickets - FIX: Error After Submitting Ticket - FIX: Ticket History Display Content - FIX: Works with WordPress Multisite (infinite loop and role check fixed) - FIX: Agent Assignement Bug - Update: Admin bar items re-added for admins - Update: Improved Translations File Loading - Update: Improved Text Formatting in Tickets - Update: Envato Verification Process Improved - Update: Added Prefix to Default Language Files - Update: Language Files - Update: Core Optimization - Update: E-Mail Options Grouped - Removed: Private Link Metabox
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