Discussion on WP Awesome Support - Responsive Ticket System

338 comments found

  • Bought between 10 and 49 items
  • Has been a member for 1-2 years

compatible avec woocommerce 2.1 ?

ThemeAvenue

Indeed.

  • Bought between 10 and 49 items
  • Has been a member for 2-3 years

How do I raise the upload limit on the plugin. I have a VPS. So knowing this would be great. My server upload size is 512 mb. This upload size is 2mb.

ThemeAvenue

You can change the limit in the plugin settings, section “Attached Files”, you will see a field labeled “Max. Size for Attachments”.

  • Bought between 10 and 49 items
  • Has been a member for 4-5 years

Thanks for your great plugin, I have a question before I buy this plugin. When an agent assign a ticket to a different type (which he is on) is it possible for system to reassign the ticket to an agent inside that department?

For example the agent wants to transfer the ticket from Technical department to Sales department, and he doesn’t know the agent’s name inside that department, so it would be appropriate that the system automatically reassign the ticket to an agent inside that department.

Thanks again

ThemeAvenue

No that is not possible at the time but we’re thinking about it. It should be added in a future version.

  • Bought between 10 and 49 items
  • Has been a member for 3-4 years

Hey,

Your plugin sounds great! But your preview seems to not be functioning correctly. Any alternate way to preview it?

Thanks in advance

ThemeAvenue

Oh thanks for the heads up. We need to clean the demo site anyways. I’ll take care of it soon. Sorry for the inconvenience.

  • Bought between 1 and 9 items
  • Has been a member for 0-1 years
VSuite Purchased

Is there any way for other roles (Manager, etc) to view all tickets in the dashboard? I need our team’s supervisors to be able to monitor and reassign tickets, but if I give them straight Administrator access, they’ll have access to absolutely everything on the site, which is just a nightmare waiting to happen.

ThemeAvenue

We’ll keep the discussion in your ticket ;)

  • Bought between 10 and 49 items
  • Has been a member for 1-2 years
tigerton Purchased

I cannot get WPML to work with this ticket system although you say this is the case. When i submit a ticket when in english language (but have another language as standard in WPML) the ticket gets submitted but when i want to view the ticket i has been saved in the standard language and not in english. Exactly where are the WPML support? I need to have tickets created based on the language the user is currently on. how can this be done?

Default-user
tigerton Purchased

When i try to add a ticket manually through admin and select any language from wpml menu it does only save in the standard language. Cannot change it to any other language, new or old tickets.

Default-user
tigerton Purchased

I also notice that you can only have one language in the e-mails that are sent out, can this be sorted somehow?

ThemeAvenue

Hi,

Unfortunately the plugin has some compatibility issues with WPML (like many others), and the WPML team is not very helpful in the resolution process. Please note that the issues are caused by WPML and not by our plugin.

At this point the best thing you could do is setup the support on a subdomain without using WPML. I apologize for the inconvenience and I hope WPML will finally help us fix the issues.

Cheers, Julien

Default-user
tigerton Purchased

WPML works with CPT so there should be a chance to correct the issue on your end, but it could be to much work. Are there any plans for translatable e-mails?

ThemeAvenue

It is not that simple as WPML modifies the main query in every case.

Regarding the translatable e-mails, there is no plan to build this into the plugin.

  • Bought between 50 and 99 items
  • Has been a member for 2-3 years
  • United Kingdom

Hi, yesterday I opened 2 support tickets. Any idea how long it will be before I get an answer?

ThemeAvenue

Hi, you should get an answer very soon.

  • Has been a member for 6-7 years
  • Exclusive Author
  • Sold between 100 and 1 000 dollars
  • Referred between 10 and 49 users
  • Bought between 10 and 49 items
  • Microlancer Beta Tester
  • India

Hello, this seems a like a great plugin with well thought out features. I would appreciate if you could answer few of my questions:

- I use a custom folder structure in my WP install. Is any plugin CSS/JS path or AJAX request hardcoded that could possibly break on my setup? - I assume you use CPT to save ticket information? - I use Easy Digital Downloads & Restrict Control Pro plugins and want to allow the ability for customers to create ticket based on their purchase history / plan. Is this possible? If yes can you please provide me with the link to any reference hooks, etc. - To maintain a clean database, if I set up WP on a sub domain, is there a way to use the user table from the main website and only keep the support ticket and its replies in this separate WP install? - For live suggestions, what do you integrate with? Other Custom Post types? And if yes, then can they be in a separate WP install?

ThemeAvenue

Hi,

Please find my answers hereafter:
  • There is no hardcoded paths
  • Yes, we use a CPT. You can limit ticket creation based on the purchase history with some customization. Please refer to the doc for further help.
  • You can always use a different DB with a WP install with custom development, but there is nothing built-in the plugin. However, please note that there is no hardcoded query either, so custom development will not be limited.
  • Live suggestions are based on other post types (customization in the settings). There is no build-in way to use PTs from another install

Cheers, Julien

Themeist

Thanks for the quick answer @Julien.

  • Bought between 10 and 49 items
  • Has been a member for 1-2 years
leorulz Purchased

can you tell me if this plugin has a knowledge base or frequently asked question? I see in your support page http://support.themeavenue.net/ you have something like that. Thanks

ThemeAvenue

No the plugin does not have an FAQ, but it can integrate with almost any FAQ plugin for WordPress.

  • Bought between 10 and 49 items
  • Has been a member for 1-2 years
leorulz Purchased

is it possible to import tickets from osticket software to WP Awesome Support?

ThemeAvenue

I am not familiar with OSTicket so I can’t give you a definite answer here. I suggest you have a look at the import plugins for WordPress and see if you can match the export file you get.

  • Has been a member for 0-1 years

Dear themavenue,

I have a site built with the WP Awesome Support VersiĆ³n 2.0.1.. What’s pending to finish is have a agent able to view all the tickets that have been assigned to them. All other subscribers already can see their own tickets the created. Im looking to finish this project. I haven’t been to figure this out. Im looking to possible contract out this feature.

Any Help, please let me know.

JG

ThemeAvenue

Hi,

Please submit a support ticket at http://support.themeavenue.net/ and we will help you out with your projects.

Cheers, Julien

  • Bought between 1 and 9 items
  • Has been a member for 1-2 years

HI

your plugin is compatible with wp 3.3.2

Thx

ThemeAvenue

It is guaranteed compatible from v3.5.1, but it should also work on 3.3.

  • Bought between 10 and 49 items
  • Has been a member for 1-2 years

Hi,

I assigned a page to replace the built in login/register page. However, for logged-out users, the “my ticket” and “submit ticket” pages still showed the builtin form, instead of redirecting to the custom page.

Please help. Thank you.

ThemeAvenue

Please use our support site for support requests.

Cheers, Julien

Default-user

done

  • Bought between 1 and 9 items
  • Has been a member for 0-1 years
okasoft Purchased

Since installing WP and this plugin I changed the admin email address (in WP General settings & Awesome’s Email settings- “sender” field), but all updates are still being sent to the old email address.

I also tried to re-active the plugin with no luck.

Please advise on how I can update the receiver email for all admin updates.

Thanks, Joel

ThemeAvenue

Which admin updates are you talking about exactly?

Default-user
okasoft Purchased

For new ticket assignments (“The request [name] has been assigned to you.”) and ticket replies (“A client you are in charge of just posted a new reply”).

ThemeAvenue

Please contact our support for that matter.

  • Bought between 10 and 49 items
  • Has been a member for 4-5 years

Can multiple departments (types) be assigned to a single agent? As i saw you can only set 1 department for a single agent

ThemeAvenue

Nope, that’s not possible.

  • Bought between 10 and 49 items
  • Elite Author
  • Exclusive Author
  • Has been a member for 2-3 years
  • Sold between 100 000 and 250 000 dollars

Hello,

I have just purchased your plugin WP Awesome Support – Responsive Ticket System to setup our support ticket system. However, I found that it doesn’t work properly if the website installed jigoshop plugin. If jigoshop plugin activated, everyone can see the ticket list even I set “Tickets Readability” to Private (Only ticket author can read, must log-in). This is very important for us to restrict the right of viewing ticket to only our customer and using jigoshop. Can you please help us to fix this bug?

Thanks

Kim

  • Bought between 50 and 99 items
  • Has been a member for 1-2 years
ipseo Purchased

Hello,

isit possible to have 2 pages which show only a specific category of tickets for the customer in frontend?

E.g. deviding the “my tickets page” into 2 views/pages, like: - Contract Related Tickets - General Support Tickets

Would be great if this is somehow possible with shortcodes and/or PHP etc. Kind of “native with the plugin” working solution would be the best.

  • Has been a member for 0-1 years

Dear Support,

Is it possible for agent ( whom you submitted tickrts) to view only thier own tickets ? but not using the dashboard? using regular menu.

Thanks,

Jerry

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