The leader in its class

I’ve been using Awesome Support for over a year and have come to rely on it for my business.

Important features

Login & register form – instead of the generic WordPress login.

Ticket list – In admin, the ticket list has many sort and filter options. On the front end, the user’s ticket list is organized well and easy to use.

Tickets – For me, here’s where the plugin really shines. Unlike some other free support plugins that use a completely custom UI, Awesome Support utilizes the full power of the WordPress editor. Updating tickets is like updating posts so the learning curve is short. One very nice feature is a meta box listing the current and previous tickets for the current user.

Privacy – The extensive GDPR features put your users in complete control of their data. A new standard, in my opinion.

Customization

Just about everything can be customized: from simple things like the ticket replies (how many per page and sort order) to complex configurations like multiple agents, departments and channels (email, Facebook, etc.).

I especially appreciate being able to completely customize the comprehensive email notifications, including disabling those I don’t need.

For deeper customization, if the multitude of hooks and filters are not enough, the plugin uses a template system so you can integrate the login/register and ticket pages with your theme.

Support

They should provide awesome support, right? They do.

A recent update caused a problem with the front-end ticket navigation. A minor issue that I probably could have fixed myself with some custom CSS but I posted it here and they fixed it right away.

I recently made a feature request that reflected my tunnel-vision understanding of a particular aspect. They recommended a simpler approach that actually works better and can be applied across the plugin (and other plugins). That indicates they (1) protect the plugin from bloat and (2) have a deep understanding of WordPress in general.

Drawback

All components are included by default. I would prefer to enable only the components I need. For example, I don’t use channels or statistics or time tracking. Not seeing those when changing settings or updating tickets would mean a simpler admin UI.

Overall, Awesome Support is far better than other free support plugins.