The most versatile and feature-rich help desk and support plugin for WordPress. Provide awesome support directly from your WordPress site.
Awesome Support is the most versatile and feature-rich support plugin for WordPress. It is the only helpdesk & support ticketing plugin that can match the feature set of an SAAS solution such as Zendesk or Helpscout.
And your customers can be using it in just 5 mins! After installing and activating the plugin, just answer a few questions in the startup wizard and your helpdesk will be ready for your customers.
Take a product tour in the video below where you can see the extensive list of free and premium features that will be available on your new helpdesk! You can also go hands-on with the Live Demo or scroll down to the bottom of this page for screen shots.
Product Tour
For premium one-on-one support or pre-sales questions please visit the official site.
Check out the user-friendly features of this awesome plugin:
Features
Awesome Support is the result of three+ years of work, research, and improvement. It is probably the most powerful helpdesk and support ticketing plugin on the planet. Whether you’re a startup that needs just the basics or a major corporation with multiple departments requiring service level agreements and sophisticated ticket routing, we have the functions you need! Seriously – just take a look at all the features you can get (some free, some premium)
View the full list of features on our website
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.
Extensions
Bundles
Purchase one of our bundles and get up to an 80% discount compared to purchasing individual add-ons.
Want to know what’s next for Awesome Support? Check out the roadmap. You can also vote for the ideas you like best!
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.
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 2018 include:
With contributions from customers such as:
Here is a list of users who voluntarily contributed the most translations to our POEDITOR project in 2017/2021:
We had over 25 users contribute to the various language projects but these were the top 6 with the most translation activity. On behalf of all our users we would like to publicly offer a heart-felt Thank You for their hard work and contribution to the Free Awesome Support core project!
Related Companies Disclosure
Awesome Support now manages the newly released Simple-Press Forums Plugin as well.
awesome-support.zip
from this pageawesome-support.zip
from your computerawesome-support.zip
from this pageawesome-support
directory to your computerawesome-support
directory to the /wp-content/plugins/
directoryWhatever the method you used, after you activated the plugin through the plugins dashboard, the setup is done silently in the background.
Two new pages will be added to your site:
Add those two pages to your menu in order to give your users easy access to their support area.
Agent's view of the tickets list
Client view of the tickets list
Client view - ticket details
Basic settings page without any add-ons
Login and registration screen available as soon as the plugin is activated
Login/Registration screen with guest tickets add-on enabled
Agent's view when replying to a ticket.
Agent's view when replying to a ticket - with the custom fields tab showing the default custom fields.
Agent's view when replying to a ticket - with the basic time tracking fields shown.
A closer look at the reply area on a ticket when an agent is replying to a ticket
Create unlimited priorities with color coding
Create unlimited departments
Settings: Email alerts - setup header and footer
Settings: Email alerts - setup email addresses and templates for outgoing emails (6 templates available including submission confirmation, reply alert to agent, reply alert to client and close alerts and confirmations)
Settings: Color codes for status and labels
Settings: Basic (non-premium) Time-tracking
Settings: File upload
Settings: Some Advanced Settings
Settings: Registration Settings #1
Settings: Registration Settings #2
Settings: General #2
Settings: General #3
Settings: General #4
Settings: Product management and syncing including automatic syncing of WooCommerce and Easy Digital Downloads Products
Premium Addon: Report Widgets
Premium Addon: Report Widgets settings
Premium Addon: Gravity Forms Bridge - create completely customized ticket forms in Gravity Forms!
Premium Addon: Gravity Forms Bridge - map data from gravity forms to custom fields
Premium Addon: User friendly custom fields (Basic Field Settings #1)
Premium Addon: User friendly custom fields (Basic Field Settings #2)
Premium Addon: User friendly custom fields (Advanced Settings)
Premium Addon: FAQ List
Premium Addon: FAQ - agent view while responding to a ticket and selecting an FAQ for the ticket response.
Premium Addon: FAQ - user view shows suggestions while creating a ticket
Premium Addon: FAQ - Settings #1
Premium Addon: FAQ - Settings #2
Premium Addon: EMAIL SUPPORT - Settings configuring support email inbox for incoming tickets and replies
Premium Addon: EMAIL SUPPORT - Incoming email handling options #1
Premium Addon: EMAIL SUPPORT - Incoming email handling options #2
Premium Addon: EMAIL SUPPORT - Incoming email handling options #3
Premium Addon: EMAIL SUPPORT - Inbox Rules
Premium Addon: EMAIL SUPPORT - Multiple Mailboxes
Premium Addon: REPORTS & STATISTICS - Home Screen - you can create hundreds of reports from here!
Premium Addon: REPORTS & STATISTICS - Report chart with filter options
Premium Addon: REPORTS & STATISTICS - Report chart with tabular data
Premium Addon: Canned Responses List
Premium Addon: Canned Responses - agent view while responding to a ticket
Premium Addon: WooCommerce - Adds a GET HELP button right next to each WooCommerce Order
Premium Addon: WooCommerce - The WC order number is automatically attached to every ticket
Premium Addon: WooCommerce - The agent can see all related WC orders and activity for the customer when processing the ticket
Premium Addon: Satisfaction Survey Landing Page
Premium Addon: Satisfaction Survey Configuration Screen Part 1
Premium Addon: Satisfaction Survey Configuration Screen Part 2
Premium Addon: Private Credentials help protect your customers confidential information
Premium Addon: Powerpack - just a small sample of over 50 additional functions
Premium Addon: Powerpack - more samples of over 50 additional functions
Premium Addon: Powerpack - even more samples of over 50 additional functions
Premium Addon: Powerpack - yet more samples of over 50 additional functions
Premium Addon: Remote Tickets - collect tickets from any site with a simple ticket popup form
Premium Addon: Remote Tickets - configure as many remote sites as you like
Premium Addon: Documentation - a beautiful default layout for your user documentation
Premium Addon: Service Level Agreements - help meet your internal and external obligations with due dates calculated for each ticket
Premium Addon: Service Level Agreements - due date calculations take into account work days and other factors
Premium Addon: Service Level Agreements - clearly marked due-dates for each ticket
Premium Addon: Issue Tracking - handle multiple tickets related to the same issue with ease
Premium Addon: Private Notes - add notes to tickets that only other agents can see
Premium Addon: Rules Engine - automate ticket handling and routing with ease
Premium Addon: Rules Engine - more than a dozen conditions to filter ticket actions
Premium Addon: Advanced Time Tracking - Automatic timer
Premium Addon: Advanced Time Tracking - Detailed tracking down to the reply level
Premium Addon: Advanced Time Tracking - multiple time related reports
Premium Addon: Advanced Time Tracking - settings
Premium Addon: Notifications - 3rd party notifications and slack integration
Premium Addon: Notifications - sample email template
Premium Addon: Paid Support - get paid for your tickets via subscriptions or one-time payments
Free Addon: Custom Status and Labels - create an unlimited number of color coded custom status and labels for your tickets
Free Woocommerce Integration: Adds the SUBMIT TICKET and MY TICKET page links to the WooCommerce user dashboard
Now you can read our post installation instructions or watch the installation videos
This can happen because old JS and CSS files are cached in your browser. On most browsers you can use the CTRL-F5 key on any Awesome Support page to force a full refresh.
This happens because new WordPress custom security capabilities were introduced in version 4.0.0 of Awesome Support. Read this FAQ on our site to learn how adjust your system for these new security items.
This is most likely a permalinks issue. What you need to do is log into your WordPress admin, go to Settings > Permalinks and hit the Save button. You don’t actually need to change anything, just hitting Save will refresh your permalinks structure, including the new ticket
post type.
If you want to delete the plugin and all of its data, you need to go to the Advanced tab in the plugin settings and check the Delete Data option. Only then the data will be removed from the database during the uninstall process.
Normally, when a user registers through the plugin, he/she is given the role Support User. This role has special capabilities.
If your users get the error message “You do not have the capacity to open a new ticket”, it means that they don’t have the special capabilities. This can happen when you install into an existing site and your users already have a role assigned.
Here you have two choices:
If you don’t know how to add new capabilities to a role, we suggest you use a plugin like User Role Manager and give the desired role the following capabilities:
view_ticket
create_ticket
close_ticket
reply_ticket
attach_files
Do not give your users more than those 5 capabilities, otherwise they could get administrative privileges.
If you need to disable the auto-assignment function and hence have all new tickets assigned to the default agent (set in the plugin general settings), you can add this constant in your theme’s functions.php
file:
define( 'WPAS_DISABLE_AUTO_ASSIGN', true );
If you have enabled multi-products support and want to make the “Product” field in the submission form mandatory, just add the following code snippet to your theme’s functions.php
file: https://gist.github.com/julien731/a519956ce9c81542439c. Alternatively, if you don’t want to mess with code you can pick up our POWERPACK add-on where you can tick a box to turn this feature on.
By default, all tickets will be accessed through a URL of the type domain.com/ticket/my-ticket-title.
If you wish to change the slug ticket
to something else, let’s say help
, so that your URLs look like domain.com/help/my-ticket-title, you need to add a constant in your theme’s functions.php
file as follows:
define( 'WPAS_SLUG', 'my_new_slug' );
There are several factors that can influence e-mail notifications delivery. Please read this article for details: https://getawesomesupport.com/email-notifications-awesome-support-wordpress/
= 6.2.1
* We fixed the issue with the user search.
= 6.2.0
* We fixed security vulnerabilities in all the plugin.
= 6.1.11
* We implement a CSRF protection (via a nonce) in the endpoints wpas_dismiss_free_addon_page and wpas_skip_wizard_setup.
= 6.1.10
* We fixed the vulnerability where a subscriber role could have the ability to skip the “Awesome Support: First Time Install” banner process in the admin dashboard.
= 6.1.9
* We fixed when the agent was not able to choose a user when changing the ticket creator field.
= 6.1.8
* We fixed the 3 vulnerabilities:
– Authenticated (Subscriber+) SQL Injection.
– Missing Authorization via wpas_get_users() function.
– Missing Authorization via editor_html() function.
= 6.1.7
* We fixed high priority vulnerabilities to keep the plugin safe and up to date.
= 6.1.6
* We applied several security patches to improve the plugin security.
= 6.1.5
* Fix
* Patched security issues to keep the plugin secure.
* We solved the error messages when saving ticket settings.
* It was not possible to upload multiple files with the drag and drop uploader.
= 6.1.4
* Fix
* We fixed an issue with the Email Support add-on and the Piping Subject Link.
* The Admin could not pull custom fields data, now it’s possible.
* We fixed the role for users on the admin ticket list.
* Fixed deprecated errors from PHP 8.1 and 8.2
* We now display a horizontal scroll bar when ticket content is wider than the display element.
* An E_ERROR message was fixed.
* If I upload a file to a ticket with the character “#” on the filename, the file won’t load.
= 6.1.3
* New Feature
* Add attachments when you print tickets. You can enable or disable this option on the print screen.
* Tweak
* We updated the assigned agent field, in the ticket details page in the back end to a select and search field. This is useful when there are hundreds of agents in the list.
* Fix
* Fixed Deprecated error message.
* We fixed some warning messages for PHP 8.0.
* Solved Warning and Deprecated messages related that affect the Public Tickets add-on in PHP 8.0.
* We fixed a warning message when activating the E-mail Support add-on.
* We fixed a security vulnerability in the login fields.
* We did some security fixes to keep the plugin safe and stable.
* We fixed when using a command line task that generates multiple notice messages.
* Solved an Undefined array key warning message that shows to some users.
* When deactivating the plugin with add-ons activated, it crashed websites. From now, this won’t happen, you can deactivate the plugin with the add-ons activated and the site won’t crash.
= 6.1.2
* Fix
* Fixed security vulnerability
= 6.1.1
* Fix
* When activating Client tickets add-on with Version 6.1.0 SHOW EMPTY notice
* Fixed security vulnerability
* Errors when Awesome Support and WooCommerce are Enabled on PHP version 8.x
* Conflict with Email Support Add-on
* SSL verify throw warnings
* Registration form did not remember completed fields. Now these fields are saved properly
* Now all the ticket with the “Awaiting for Reply” status filter are displayed
* Fixed login issue with the Guest tickets add-on on PHP 8.0
* fileinfo.dll extension not enable on server caused Drap-dop file not working
* New Feature
* You can show the image attached on the ticket, in the print file.
= 6.1.0
Fix
New
Security Fixes
Fix
Security Fixes
Fix
Security Fixes
New
Fix
Tweak