Hi,
I have been trying to set up the response emails and it’s not working at all as expected

When creating my own templates all HTML which includes <p><br><hr> are stripped meaning that everything is sent through on one long unformatted line which is unreadable and useless to the customer and agent.

I thought I might be able to get around it by installing one of the supplied email templates but these don’t install (or if they do they’re not working as the emails sent are just blank).

I disabled the “Use HTML template” option but I’m not even getting plain text emails, just one long line of gibberish

I have tried using the default 2024 theme, using a different browser and disabling the other plugins on my site and nothing has worked

Is this a known issue or is there some sort of special formatting I need to use to get a readable email sent to a customer and agent?

Being able to have things like ticket id and ticket URLs on a separate line in an email should be basic functionality, surely?

Thanks

Katy

Hello,

I am unable to either download nativelly the templates in the Tools – Cleanup – Install an email template set

Either they can’t be downloaded directly from the manual.

Thank you.

Last version of AS introduced a bug.

Notice: Undefined variable: wp_filesystem in /wp-content/plugins/awesome-support/includes/file-uploader/class-file-uploader.php on line 2129

Fatal error: Uncaught Error: Call to a member function move() on null in /public_html/wp-content/plugins/awesome-support/includes/file-uploader/class-file-uploader.php:2129

This is it: https://gist.github.com/mircobabini/58057024e6675df549e2175b5861e66b#file-class-file-uploader-php-L2129

In that method you forgot this part:
https://gist.github.com/mircobabini/58057024e6675df549e2175b5861e66b#file-class-file-uploader-php-L1889-L1899

Please, fix it.

Hello, Version 6.3 introduces a bug on the woocommerce logout button in the My Account page. Basically, you are not logged out and you see a 503 error.

Note: we also use Awesome Support: WooCommerce, but the bug persists even if I deactivate this plugin

Note: Downgrading back to 6.2.2 solves the issue. Also, this happens across several website. Please fix ASAP

Hello Team, this plugin is awesome!! but after updating to Awesome Support 6.3.0, the logout functionality on the account page (https://windailysports.com/account/) is not working. It seems to be conflicting with the MemberPress plugin. I am currently using Awesome Support version 6.2.2, which works perfectly. When using the updated version, I encounter the following error:

Service Unavailable “The server is temporarily unable to service your request due to maintenance downtime or capacity issues. Please try again later.”

Please investigate the issue on your side let me know If I wrong. thanks.

Hi,

I would like to remove the following text from emails sent as we have disabled the ability for clients to email:

##- Please type your reply above this line -##

I assume I will need to edit a language file or something similar?

Thanks in Advance

Hi

I’ve just started to implement your plugin on a new site I am building. So far…so good!

One suggestion I would like to make is as follows:

I am using a specific ‘Login’ page for all my users. If they navigate to any support ticket pages, they are redirected to my new login page. However, the redirect to that page does not contain within the url a redirect back to the support pages.

By this I mean that they get redirected to the login page https://mydomain.com/login/

that’s fine, but I would like to see this link as follows: https://mydomain.com/login/?redirect_to=https://mydomain.com/my-support-tickets/

This way, they will return to the support tickets page once they login.

Is this possible?

Thanks so much

Hi. We have the free version of the plugin.

We would like to know if in the Tickets filter it is possible to display in addition to the agents also an additional staff filter field. Thx in advance.

When a ticket is submitted, I need 3 differnt addresses to be notified. So far in the settings I am not seeing anywhere that addresses can be added. Any pointers?

• This topic was modified 2 months, 3 weeks ago by opus13i.

Dear Support,

It would be extremely useful and time-saving if you could add the option to set a default text in ticket replies, whenever a ticket is opened in the backend.

For example, I want that all the ticket replies will contain the default text:

Dear Customer
Best Regards

So I don’t have to type those lines manually every time.
I know about Canned Responses, but to add a Canned Response I should still select and click the Canned Reply button.
It would be more time-saving if a default text could be set without extra clicks required.

Best Regards

Hi in our drop-down on both the admin side and the public create a ticket page, the symbol at the start of the sub item no longer shows (see screen shot)

I have checked the encoding on the website and that is setup correctly.

After some testing I can see it shows correctly with Plugin version 6.1.11 but not on 6.2.0 and 6.2.1.

I am using WordPress 6.6.

Please can you assist?

https://getawesomesupport.com/documentation/productivity/invisible-captcha/

In the tools documentation it describes an area of the settings menu that does not seem to exist anymore. Where have the captcha settings moved to?

Hello,

I am experiencing an issue with the Awesome Support plugin on my WordPress site. Specifically, when I close a ticket, any messages that contain accents or special characters are not displayed correctly. Instead of showing the correct characters, I see garbled text or symbols.

This issue is affecting the readability of the messages, making it difficult to understand the content. It seems to be related to how the plugin handles character encoding when a ticket is closed.

Can you help me?
Thank you.

I found there is an important feature missing for customers in the portal.
I dont see any filter which allows customer to filter only open or close tickets.

It shows mixed tickets, like open and closed both. Only allows to filter with statuses

Is there a way we can show customer a filter for Open which shows all open tickets?

Hi,

In our installation (latest) it is currently not possible for users (our customers) to send file attachments in the ticket. It is only possible as an administrator. Is this a setting issue or where is the error?

There is also no error message. The upload takes place, but it is not sent.

Thanks. lg

Hi threre – awesome product at a glance, but I see a serious problem.
I guess that filtering or search on submissiont doesn’t work at all.
I tried at demo https://demo.awesomesupport.com/wp-admin/
When I search by name of final user “Name Surname” example email I get no results.
Why is that? If you will have 1000 tickets in db there is no way to find exacly customer.
This non-working feature is stopping me from buying your software.

Hello, I would like to ask how disable auto-assignment in Awesome Support plugin. Although I love the plugin, I think the auto-assignment doesn’t make any sense.

I tried:

• adding define( ‘WPAS_DISABLE_AUTO_ASSIGN’, true ); to functions.php
• assigning a default staff *I understand that this is a fallback?option

I’ll appreciate your help!

Hello, Im looking for disable the agent auto-assigment. I just want to assign all the tickets to the default agent (set in plugin general settings). At the moment, the ticket is assigned to the person who created it.

I tried adding define( ‘WPAS_DISABLE_AUTO_ASSIGN’, true ) but didn’t work.

I appreciate your help!

• This topic was modified 4 months, 1 week ago by tatianab19.

up until recently i was able to add notes to the tickets on the Time Tracking page.

Now the Notes heading is still showing but the field has disappeared. I need to be able to add private notes without having to purchase the private notes add-on like before.

I want to get the status of my ticket, so what function should I use? I’m using this one wpas_get_ticket_status( $wpas_tickets->post->ID ); but it’s not returning the correct status.”

It seems like you’re having trouble with retrieving the correct status for a ticket using the function wpas_get_ticket_status(). If this function isn’t providing the correct status, there might be a few issues to consider, such as the correctness of the ticket ID, how the function processes the ID, or how the status is being stored and retrieved in the system.

Could you provide more details on the system you’re using (e.g., WordPress, a specific plugin)? Additionally, if there’s any documentation or context around the wpas_get_ticket_status function, that could help diagnose the issue further.

Final step of installation wizard show an underlined “this article” link to get more info, but its not clickable ..

Greetings.

In the select boxes of the additional Staff to be added to a ticket as collaboration, the list of all the Membership Users appears and not just that of the Support Agents.

Does the system actually work this way or should only the list of Agents appear?

Thx in advance

Is there a way to have a CC in the ticket responses? if this is an add-on please let me know which.

Essentially I would like to be able to have my agent respond to a ticket and send the email to the opener / user email as well as be able to add a CC email address.

Hello, since the new update, the multi-uploader no longer works.

You can upload the images, but they do not appear in the reply. This only affects uploads in the customer ticket.

It still works as admin/agent from wp-admin

Error is reproducible.

Only when I deactivate all options at Drag and Drop Uploads under Settings/Uploads (only one upload possible, it works).

Console/Network in the developer tools shows no error.

PHP8.1

Hello,

We are trying to get tickets added to our website with this plugin, and while everything else works and configures properly, we cannot get users to be able to create tickets. It loads to domain/submit-ticket/, then redirects to domain/my-account/submit-ticket/. I enabled delete all data, and completely uninstalled the plugin, then reinstalled it, and now the same issue occurs, except now it goes to domain/submit-ticket-2/ now. Anyone have any ideas?

Hello!

1) Noticed that attachments are not downloaded when sent by the client. Sent only by administrator (support staff)

2) Noticed that attachments with a Cyrillic name are not loaded. This applies to files of type “jpg”, “jpeg” and “png”
For example, loading the file “123.png” or “test.jpg” they successfully appear in the ticket
But if you download a file with the cyrillic name “тест.jpg” sent by message, with an empty attachment…

WP Version: 6.5.2
PHP: 8.2
Awesome Support: 6.2.0

Hello, after updating to 6.2 I can’t chose another support staff agent, when I typing name of another stuff agent it doesn‘t show anyone oin list

• This topic was modified 5 months, 2 weeks ago by landmanua.
• This topic was modified 5 months, 2 weeks ago by landmanua.

I was going to ask but I have read that there is non possible customization of design and lenguage. Is a pitty I use Astra and it breaks the design. Also de spanish translation is not correct so I cant use it.

My question is if in premium version this is solved?

Hi

After updating the plugin to version 6.2.0, Custom Fields field type textarea in admin no longer is possible. It turns to View Only. But it works as simple Text field type.
Had to downgrade to previous version the get it back.

Nelson

Hi,

I want to split the ticket system from my current website.
How would I do something like this? Because I would need the users, tickets and all Awesome Support Data to come along to the other site.

However I do not want to move the rest of the website. So instead of a website with a ticket system I want a seperate ticket system and seperate website.