melliesou

Hi @seventhqueen,

Based on your unique situation, you asked to speak with management; management sent you an email to discuss on March 17th. You didn’t reply to that email that management sent. This email did not come from the ticket dashboard, and that’s the email that I’m referring to. In order to better help you, management needs to discuss your situation with you and that’s why there is a delay. Please reply on that email thread and we would be happy to help you.

Thank you

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/

Hi @bpauljr,

That is a strange issue and does not happen on a fresh install, so it seems like there might be some configuration issue, or a partial fail during the install process. If you try installing on a fresh clean install, do you still get that error? When you do that, can you find any differences between the new and old sites? (Either in the data base or in the files that you have installed) – that will help determine what the difference is which may use the issue with the “description” field.

Hi @earthnutvt,

After adding those permissions to the support user’s role, is the support user now able to log into the site ok? And is the subscriber now able to log into the ticket system now?

Hi @seventhqueen,

We’ve sent an email to you 5 days ago and are still waiting a reply from you. (March 17th) I wonder if there is a problem with you receiving email from us. Did you not receive the email send to g******l@(your domain)? I think this may be a problem of you not seeing our response emails?

Hi @shazahm1hotmailcom,

Thank you for the details: I see what you are referring to. (I had originally though you were referring to the main “Products” category on the parent menu of the dashboard. What you are describing looks like a problem with syncing between the parent list (Products in the dashboard menu) and the tickets->product list. Some of the products in the child list do work, while some don’t. Thanks for pointing out this issue. (It may be ideal to include this with the other Github issues where we can continue with the development team)

Hi @earthnutvt,

Based on the additional information you supplied in your latest message, it looks very much like a case of split roles. The users can either log into the regular site (and have permissions for it), or they can log into Awesome Support (and have permissions for it) – but not both at the same time. The reason for this scenario is that the permissions of the roles for these users are different and do not allow them to log into the composite places. Can you detail the permissions that each of the roles have (even if just two roles one in each camp). From there we can guide you on what’s missing.

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.

Hi @psgrzelak,

Thanks for your feedback. Yes, there are so many features within the plug-in that it does take time to get familiar with. We have very extensive documentation to help on-board people and we are always working on improving the documentation and product features. This documentation and product features aim to make the regular operation of our ticket system the most efficient for you and your team.

The product license keys (used for all the add-ons) help ensure that you get product updates. All licenses are found together in the “Licenses” tab on the “settings” page of Awesome Support which help you ensure that everything is accounted for. Most paid modules will normally require a license key, and it is the core and the free add-ons which don’t require a key.

When your team fully learns all the features, they will be very efficient operators (and help to keep your support costs low). We’d be happy when you re-valuate after your team learns all the features and you improve your review to 5 stars.

If you have any other questions, please let us know.

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)

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/

Hi @shazahm1hotmailcom,

Thanks for detailing that. It will be helpful for anyone else who experiences the same issue.

Hi @shazahm1hotmailcom,

Can you point me to the URL you are clicking on? I’m trying to find the 404 page you described, but they are working ok. (Or if you can post a screenshot of the link that you are clicking on, I find which one you are referring to)

Hello @ellis926,

You can allow your customers to use the same “role” as a “support user”. I you have the Ultimate Member WordPress plug-in, you can alter the role permissions according to the documentation here:
https://getawesomesupport.com/documentation/awesome-support/user-roles/
https://getawesomesupport.com/documentation/awesome-support/admin-roles-capabilities/

Doing that will allow users to use only one account for both your site and to submit tickets.

Hi @woowoffer,

The scenario you described can be accomplished by the Business Rules Engine:
https://getawesomesupport.com/addons/business-rules-engine-zapier-integration/
Documentation: https://getawesomesupport.com/documentation/rules-engine/introduction-rules-engine/