Features Info Presale

Hi @minzpie,

1. For conditional fields with the custom fields add-on you will need to do some work to enable that capability. (Alternatively if you have the Gravity forms bridge, it’s more of a drag-drop style set up: https://getawesomesupport.com/documentation/gravity-forms/gravity-forms-concepts/)

2. I’m not sure what you mean about the machine details: Is this something that is internal to your organization? Can you elaborate on this a bit more? Where does the machine details come from or where are they stored?

3. Using the Notifications add-on https://getawesomesupport.com/addons/notifications/ can accomplish this.

I’ll mark this thread as resolved and you may continue directly with someone via our contact form: https://getawesomesupport.com/contact/ to clarify the details of #2 from above.

Hi

Thank you ever so much for your answer – Awesome Support really seems like a great tool for what we need. Before we will buy the full version we would still need to know the answer to our second question. I’ll try to explain better:

For exapmle if we receive a phonecall, then an agent has to open a new ticket. The client’s information is located on a server or in your cloud, that shouldnt matter (at least not for the moemnt). The thing is that we can’t associate the machine number to the contact details directly, because every client has multiple machines..

Therefore we would need something like this:
When an agent selects the client, a new field pops up to his right/left (a drop-down-menu) where he can select one of the machines, which the client owns. With the machine number, there should also be information visable in form of a link, redirecting to more information. Don’t worry we will handle and create the link, we just need to know if we are able to create such a dropdownmenu, dependant on the choice of machine (which also gives us the corresponnding link).

Best regards
Marco Leder

Hello @minzpie,

In order to include this field in the ticket it might be necessary to make a customization to link your client database to the ticket page. We can guide you on the basics of this customization, or a programmer can even create this customization for you if needed. (Depending on if you do or don’t already have a programmer who can make connect your database list to your ticket system).

If you need some assistance with this project, please contact us here:
https://getawesomesupport.com/contact/

Thank you ever so much – that sounds great!

Well I guess there is only one question left before we can close this thread:

Which opportunities do we have to import tickets from our old system? I saw importer-addon but that only allows us to import from three platforms…

Can we import files? lets say csv? What are ALL the supported import file formats?

Best regards
Marco Leder

Hi @minzpie,

The importer currently handles only three platforms as you have found. It cannot import generic data yet (csv for example). However, we could assist with an import of other data if needed based on those file dumps. (Similar process for the customization – we would gather details for the import)

Ok so basically we have some xml and csv data that we would like to import all 24h. Will we be able to find a solution for that?

Best regards
Marco

Hi @minzpie,

Yes, that information can be imported from those formats. In order to determine how much effort is required, we would need to see the structure, how many files, etc.

Perfect! Thank you ever so much for making this possible ??

We have a table with 920 rows and 18 columns, so in total around 16’000 datapoints. They are all stored in an excel file and these are all our closed and open files at the moment.

I’m glad that we will find a way working this out !

As soon as we have bought the license we will come back to you alright? But would you consider this data to be eligeable for an import or is it too much?

Best regards
Marco Leder

Is this (https://ibb.co/YTQnFsb) the only way to submit a new ticket as an agent ?? Is there a way that we could redirect the “creat new ticket” button to another site where we have the form to fill in which we can custumize?
so like two user submit forms, one for the client, one for us:)

Best regards
Marco Leder

Additionally, wpuld it be possible for one that if an agents opens a new ticket he will see the old tickets of this client?

Best regards
Marco

Hi @minzpie,

That number of datapoints isn’t a problem. However, the important part is to consider which data points map to which fields in Awesome Support. (In some cases some output data points from old systems are non-important meta-data too)

For the new ticket submission as an agent: do you mean allowing the agents to create new tickets in a way that is not on the backend? (You might be looking for the Agent Front End add-on for Awesome Support, but I’m not sure if that is what you mean – however it is customizable so it may suit your needs)
https://getawesomesupport.com/addons/agent-front-end-early-release/

For using the power-pack-add on for Awesome Support, you will be able to see a list of other tickets by the client. https://getawesomesupport.com/addons/productivity/

Great to hear that – thank you ever so much!

Actually no, I’m looking for a way the agent can creat a ticket but the fontend where he submits this ticket is customisabkle through awesomne support. So like a second contact form (normally clients would use this).

Basically copypaste the existing form through which the customer contacts us, place it on another website, change some fields and then if the agent receives a phonecall, he would go to this site and enter all the infos. That way we could create dependant fields for our agents when they submit a ticket ??

I hope you understand what I mean, if not please don’t hesitate to ask me !

I’m looking forward to your answer ^^

Best regards
Marco Leder

Hi @minzpie,

I think I understand what you mean. There is a way for an agent in the backend to create a ticket on behalf of a customer. However, in your case, what is the driving motivation to have a separate interface to create the ticket from? (I mean different than what the front-end agent screen offers). Do you need that to simplify the interface? Or is it for login/security reasons? The main reason I’m asking this is that it will simplify your deployment to use the existing agent backend to submit the tickets on behalf of the client, and also having access to the backend gives the support agents the common productivity tools that they will need.

Hope this direction helps to shape and uncover your need while also optimizing your deployment.

The motivation is to simplify the agent userface. Have you taken a look at the link? There I uploaded a photo, this is the “default” agent ticket submission, right?

No, of course I know that the agents would have limited right and tools, but only on THIS site. I would like to redirect them to another site when they press add ticket. Then there sould appear something like a front-end ticket submission with fields that we can configure in awesomne support but that is ONLY used by agents and ONLY if they receive a phonecall and have to create a ticket manually. Then as they click submit the ticket gets submitted and they get redirected to the main site (our wordpress site – logged in) and see all tickets (like on the demo site).

That way they would be much faster than using the default “add new ticket” site, because they have custom fields and dependant fields to quickly choose client, machine number and module!

I hope you get what I mean ?? Would this be possible?

Best regards
Marco Leder

Hi @minzpie,

It would be possible accomplish what you described above (I spent some time thinking about how best to do it.) It would require some customizations on top of the system to work exactly as that. It may speed up your project to try with the standard back-end ticket creation first, and then migrate to the customized/simplified version after some time. But if it’s not an urgent project, then working on the customization first would be best.

Does that help answer your question? Do you have WordPress developers on your team, or do you need us to assist you with the customization?