melliesou

Hi @cztxjv,

We watch the transactions closely as we look at all the transactions that are stopped/blocked, and we will reach out to your email address (if we have not sent you an email already). If for some reason you didn’t get an email (lost in a spam folder, or some other reason), then please send in an email note to contact at getawesomesupport.com or use this contact form: https://getawesomesupport.com/contact/

I hope this gets resolved for you quickly.

Hi @cztxjv,

Thanks for your message. We are working on this for you and will update you as soon as we can. When the bank declines a purchase for fraud, there are extra steps and time required on our billing system to make sure that your get your product.

Thanks for your patience and we will provide you an update very soon.

Hello @klaiya,

Using the default design, it will try to minimize the horizontal space by breaking the content of the cells at new-line breaks. This is the normal way that the ticket is viewed. However, when some cells have non-break-able text, that can increase the minimum possible width of the ticket view. In this case, the demo has a larger sum of minimum widths for all the columns combined. This causes the demo to have the horizontal scroll bar in order to show all columns.

If you want to have a scroll button like the demo, then it will happen when the content in your ticket fields have a combined minimum width larger than your screen allows. (You can also see this when you adjust the size of your browser window to a smaller size). To get around this default style, you can modify the style of your plug-in if you are familiar with PHP and WordPress optimization.

Haven’t heard back @christos92 – The above instructions must have solved the issue?

@qasimhbb – your symptom is not the same as @carriebarb’s. Probably better to open a different thread to solve your issue which is different. But we can troubleshoot your’s while you are here.

Some things you can do to fix:

• -Enable debug mode to see the error message: edit your wp-config.php file, and find define( 'WP_DEBUG', true); and in place of it, put: `error_reporting(E_ALL);
  ini_set(‘display_errors’, 1);
  define( ‘WP_DEBUG’, true);`
• -Increase memory limit: Edit your wp-config.php file, and find and/or edit define('WP_MEMORY_LIMIT', '96M'); Ensure that the number if larger than 96
• De-activate your theme: rename your wp-content\themes folder to wp-content\_themes. This will de-activate your themes. You can re-enable by renaming your themes folder back to wp-content\themes again.
• -Disable all plug-ins: Rename your wp-content/plugins folder to wp-content/_plugins and test your site. Log into your dashboard then rename the _plugins folder back to plugins and deactivate all plug-ins. Re-activate the plug-ins one-by-one starting with AwesomeSupport checking each time to see which plug-ing causes the problem.

Hope that above helps you to isolate where the issue is.

In your list of plug-ins, is AwesomeSupport active or deactivated? Which version are you currently using?

Can you try disabling other plug-ins to verify that there is not a plug-in conflict?

If the plug-in is activated and it is still not showing up in the dashboard, can you try deleting and re-adding it? (Ensure that you are using the latest)

When it’s in your dashboard you should see the link to “Tickets”.

If the above did not resolve, can you turn on debug mode to verify that there aren’t some errors blocking normal operation?

Thanks for your feedback Andrei. Adding the option to hide avatars would make for a convenient way to solve this issue. The alternative you are faced with is some coding/customization to remove/obscure the HTML element that takes up the space without affecting the layout.

I’ll note your request for hiding the avatar in our product roadmap for the future, and will mark this thread as answered. Should you have some follow ups, or would like to explore your customization attempts (perhaps in a separate thread to keep it lean) we could review.

It looks like you have found the issue was with the security setting and you can now redirect users who log out of the support ticket helpdesk to the desired page. Please re-open if you find any other issues.

Hello,

Can you please screen-capture the value of the Logout Redirection setting? It’s possible that there might be an issue with the URL inputted. Also, when you click on the logout button, if you inspect with your browser’s network panel, does it show an automatic redirect from the homepage to the wp-admin page?

Can you clarify what method you are using to disallow the wordpress admin page? Is it possible that the method you are using is also disallowing the link you have entered in the re-direction setting?

Hope that helps and gives a good start to finding the issue. If not, I’ll look forward to seeing your screenshot setting.

Hello Chris,

There could be a number of reasons why the email doesn’t reach you as the admin. Firstly, ensure that your settings are set to send you an email notification on each open ticket ( Documentation here: https://getawesomesupport.com/documentation/awesome-support/email-notifications/ ). Also, ensure your user profile settings (under “Edit my profile” from your user menu in the top right corner) has the “Can the system assign new tickets to this user?” setting set to enabled.

If the above notification settings are set, then it could be a problem with the email server that you are using. Troubleshooting the email server means verifying that your server has access to send email. Some hosting providers limit your ability to send email, so often contacting the provider to verify that you have the capability to send email from your server is a good starting point. Beyond that, if you can ensure that emails being sent from your server are not getting bounced and that the proper SPF records allow your server’s IP to send email on behalf of your email domain is another common item to check.

I hope this answers your question and gets you on the right track for solving the email issue.

• This reply was modified 6 years, 2 months ago by melliesou.

Hi Andrei,

There are a couple places that avatars can show up in the ticket system (depending on which add-ons are enabled). Based on your code snippet from above, I assume that you are referring to only the ticket reply thread.

On first glance removing the avatar’s table cell will cause a problem with the table layout, and you may have better luck in shrinking the td width or removing the image itself.

However, you may be interested in working with filter hooks if you are familiar with customization. References here: https://getawesomesupport.com/major-core-update-4-0-0/ (Search the page for “wpas_fe_template_detail_reply_author_avatar”)

Hope that helps point you in the right direction! Let me know if you have any other questions.