awesome-support / awesome-support

Awesome Support is the most versatile support plugin for WordPress

Awesome Support

Awesome Support is the most advanced ticketing system for WordPress. It is the result of two years of work, research and improvement. Most of its features are an answer to users requests and that's what makes it the best support plugin for WordPress.

Requirements

• WordPress 4.0+
• PHP 5.6+

Below are some info from the plugin's repository on WordPress.org.

Installation

To get started right away:

git clone [email protected]:Awesome-Support/Awesome-Support.git awesome-support && cd awesome-support && composer install && npm install

Not a developer?

If you're not a developer you're better off using the production version available on WordPress.org.

Dependencies

If you're not familiar with Composer you should have a look at the quick start guide.

The development version works a little differently than the production version. The GitHub repo is "raw": the plugin dependencies aren't present.

Requirements

In order to work with the development branch you need the following on your development environment:

• Composer
• Node.js

We use automated scripts to build the production version with all the required files, but if you wish to contribute or simply try the latest features on the development branch, you will need to install the dependencies manually.

Don't sweat it! It's no big deal. Dependencies are managed by Composer. Once you downloaded the master branch, there is only one thing you need to do: open the terminal at the plugin's location and type

composer install

This command will do a few things for you:

1. Install the plugin dependencies (via Composer)
2. Install Grunt & all Grunt modules (via npm install)
3. You should now be able to launch the default Grunt task with grunt

Contributing

If you want to contribute to the plugin or just follow the development, all chats will be held on the Gitter channel.

awesome-support's Issues

Add "Tickets" option to top admin menu bar for easy access

This will provide easy access to the admin Tickets menu for front end users logged in as admins.

Emails Not Being Sent to Agents

Has no one else noticed this. When a ticket is created, a support agent is assigned to the ticket and I'm guessing is supposed to get an Email telling him/her that they have a support issue to deal with. Well no Email gets sent to the agent. Even though there is a template for that in the Settings area.

Is this a bug? Has no one else noticed this?

Cheers,
Markus

Show staff tickets have been assigned to on main ticket dashboard

It would be great (at least for supervisor / admin roles) to have a column that shows the staff member tickets have been assigned to and have the ability to filter tickets by staff member.

Remove 'About' page from Tickets menu

This is more of a question rather than an issue, but what do you think about removing the about page from the tickets menu? It seems to be a bit unnecessary as every user sees it on activation and it doesn't offer much value rather than initial info.

Unable to upload files when creating a ticket from the Dashboard

As an agent or support manager, you can create tickets from your Dashboard. However, the upload form is not showing...

Uninstall - products are not deleted

After uninstalling the plugin, the products still exists :-)

WooCommerce Conflicts

With WooCommerce active, the 'Products' taxonomy includes a few columns that are coming in from WooCommerce:

Add filters for ticket post type args

Ticket Status cut off on smaller screens / viewports

eg.

@siamkreative may be a good idea to do an abbreviation or something in this case? leaving it in your hands ✋ ✋

WordPress is creating empty/ghost paragraphs

Find a reliable fix...

For instance: p:empty {display: none;}

Open attachments in new Tab / Window by default

Right now it appears opening attachments will open in the current window. There is a risk that if a client / staff member closes the tab after looking at the image / attachment they'll lose the ticket website.

Suggest opening attachments in a new Tab / Window instead.

Improve 'cannot submit ticket' error wording

Should probably be 'You are not allowed to submit a ticket'

Hooks / filters for style section + hide the tab

I recommend adding a function for theme developers to be able to hide the complete style tab or parts of them in the admin menu and also be able to set default values which aren't changeable by the admin anymore. This gives theme authors the opinion to support this plugin by default. Then steps by the admin aren't nessessary anymore (deactivating the stylesheet, changing the theme [I know it's already possible to create custom template files :D]).

Possibilities:

• deactivating the stylesheet
• selecting the theme (template files)

Use of boolval() which is > php 5.5

Fatal error: Call to undefined function boolval() in /Users/phill/Documents/Websites/awesome.dev/wp-content/plugins/Awesome-Support/includes/addons/file-uploader/class-file-uploader.php on line 92

Is it your intention to make Awesome Support PHP 5.5+ only? It should support PHP 5.4 too, right?

Custom taxonomies terms aren't deleted on uninstall

If the user registers custom taxonomies while using the plugin, the terms associated to the custom taxonomies aren't deleted when the plugin is deleted. This is caused by the impossibility to get the registered custom fields during the uninstall process.

One solution could be to add a cleaning tool within the plugin that would be accessible in the settings. The user could manually wipe all the custom taxonomies terms.

Another solution could be to provide a "cleaning tool". It would be a standalone plugin with the custom fields main class. Once activated, the user would have the possibility to wipe all custom taxonomies terms and then delete the cleaning tool.

Suggestion: File Uploads - maximum file upload size

Allow site owners to define maximum file upload size in Awesome Support settings

Small usability improvements to tickets dashboard / individual ticket screen

It would be great to make a few minor description tweaks to make the interface instantly clearer for users.

Suggestions:

Main Tickets Dashboard:

• Change "Awaiting Reply" label to "Awaiting Support Reply" and "Awaiting Client Reply" so it's absolutely clear.
• I would prefer to see the use of "Firstname Lastname" rather than "username" when the ticket owner is displayed.

Edit Ticket Screen:

• "Issuer" and "Assignee" are words that many people won't be sure of. Assignee in particular. I would suggest changing to "Ticket Creator" and "Support Staff" or something similar.
• Again I'd prefer to see "Firstname Lastname" than "username" as people often have usernames that are entirely unrelated.
• Color code the Client & Support responses to make it instantly clear who each response in the stream of replies belongs to. For example, liquidweb.com's helpdesk does this:

Ticket Status:

• I'm not sure what "Queued" status refers to. I could work it out in a couple of minutes (check various ticket statuses or read documentation) but the fact that I look at it and don't instantly know indicates that it could be improved. I'm guessing it means "new ticket waiting to be answered"?

Parse error on plugin activation

Fresh install of WordPress 4.0.1 running locally on Desktop Server.

Parse error: syntax error, unexpected '=', expecting ')' in /Users/phill/Documents/Websites/awesome.dev/wp-content/plugins/Awesome-Support-3.0.0-beta-1/includes/functions-custom-fields.php on line 27

New theme - bootstrap3

Have you thought about a theme (template files), which's based on bootstrap3? I may could create one, if you want...

Bulk Edit actions

Label colors on white background.

New label color for "In Progress" on the ticket Dashboard and "Queued" on the edit ticket screen is barely readable on light / white background sites.

Misplaced comma in class-awesome-support.php line 166

Commit: 6e413dd

Parse error: syntax error, unexpected ',', expecting ')' in /Users/phill/Documents/Websites/awesome.dev/wp-content/plugins/Awesome-Support/class-awesome-support.php on line 166

Quick editing a ticket changes its status

When using the quick edit function on a ticket, the ticket status is lost. What probably happens is that WordPress replaces the custom status that's "not allowed" by Publish.

Error on Server Status - unexpected '('

Running on Desktop Server, PHP 5.4

Parse error: syntax error, unexpected '(' in /Users/phill/Documents/Websites/awesome.dev/wp-content/plugins/Awesome-Support/includes/admin/views/status.php on line 199

Create own registration page - provide helpful link.

In settings there is the option to select our own registration page with a message "Only use this option if you know how to create your own registration page, otherwise you might create an infinite redirect.".

It would be helpful to provide a link to some documentation that shows people how to do this. Not sure if there's anything in the WordPress Codex?

Twenty Fifteen Compatibility

Since d242dbe the ticket detail page is broken in Twenty Fifteen. The template needs to be wrapped in the theme's container.

Missing Feature: Email Piping

Hehe. I told you I'd ask for this. :D

Email piping will be a huge advantage to Awesome Support allowing users to reply to support tickets directly rather than logging into the support site.

I realise it's a challenge to implement and then deal with support issues with people trying to get email piping working on their crappy serve environments... but if you can get it done you'll be set to dominate the WordPress helpdesk market. I've spoken to so many people who are looking for an email piping helpdesk solution for WordPress.

OS Ticket (https://github.com/osTicket/osTicket-1.8) has example GPL code for email piping.

I'm very happy to put quite a bit of time into testing email piping. :D

Custom "fake taxonomies" values aren't saved when changed in admin

When an agent tries to change the value of a custom dropdown, the value isn't saved. Everything works fine with front-end submission though.

Initial replies to client tickets should change status from "Queued" to "In Progress"

When a staff member replies to a brand new ticket if they don't specifically change the ticket status to "In Progress" it will remain listed as "Queued".

I'd suggest than any new tickets that get replied to are automatically switched to "In Progress" state.

Ticket Status vs Ticket State

I'm finding this a little confusing.

I replied to a new ticket, changed the "state" to "In Progress" and replied.

Looking at the admin list of tickets the ticket simply shows as "Open" with no indication of the ticket state. It would be good to see a second tag displayed that shows the ticket state as well "In Progress" or "On Hold".

Another possibility is to combined the ticket status and states? "Queued" (or "New"), "Awaiting Client Reply", "Awaiting Support Reply", "On Hold", "Closed"

If the ticket state is being kept separate for a reason it would be good to be able to search / filter based on ticket states.

Assets not enqueued when using the shortcode on a non-AS page

The assets are enqueued conditionally according to it being an 'awesome support page', so they won't be enqueued if a shortcode is used on a different page.

You should enqueue the styles directly from the shortcodes - http://mikejolley.com/2013/12/sensible-script-enqueuing-shortcodes/

Register assets instead of directly enqueueing them

Easier to enqueue separately, like from another plugin, etc.

Addons do not activate

I have just tried to activate the currently available addons in my local dev install.

The Addon's fail to activate and result in a "The plugin generated 234 characters of unexpected output during activation. If you notice “headers already sent” messages, problems with syndication feeds or other issues, try deactivating or removing this plugin." error message at the top of the plugin page screen.

Debug log shows:

[23-Dec-2014 05:15:15 UTC] PHP Warning: call_user_func_array() expects parameter 1 to be a valid callback, class 'WPASCR_Canned_Response' not found in /Users/phill/Documents/Websites/awesome.dev/wp-includes/plugin.php on line 496

I'm running the latest version from github (commit 0ba5507)

Possibly not activating because I'm running in a local dev environment instead of web accessible url that the licensing system can get a response from?

Cannot redeclare class TAV_Remote_Notification_Client

Fatal error: Cannot redeclare class TAV_Remote_Notification_Client in D:\xampp\htdocs\wpd.dev\wp-content\plugins\awesome-support\includes\class-remote-notification-client.php on line 26

File Upload - file types are case sensitive

I set up a test user and opened a ticket.

As the user when I add an image to the ticket and hit reply the image isn't uploaded and doesn't appear for the support staff.

Actually, I just tested again and it worked this time. There might be an intermittent issue - I'll do some more testing.

Change Assignee to "Support Staff" in notification

The notification msg on selection of support staff shows "Assignee". Suggest changing it to "Support Staff" or "Support Agent" for consistency.

Improve registration form

Here are a few ideas for improvements:

• It might be a good idea to have a visible link "Lost your password?". Currently, it only shows up if you enter an incorrect login / password.
• Option to use either "Username" or "First name / Last name". If checked, the username will be automatically generated.
• Single password field for easier signup process? http://ux.stackexchange.com/a/22926 and http://cloudfour.github.io/hideShowPassword/
• Live email validation to help reduce typos in email addresses during sign ups? http://mailgun.github.io/validator-demo/ or https://github.com/mailcheck/mailcheck

Add More Field Types

Eg.

• select
• textarea
• radio
• checkbox
• number input

Possible to add Ticket State to the Ticket Quick Edit area?

Is it possible to add Ticket State as an option to the Quick Edit section so that we can quickly change the ticket state for one or more tickets without editing individually?

File uploads: fail unless text is entered into the text area

When a user uploads a file without entering any supporting text in the textarea field the file upload fails by no indication of a problem is given.

Users may enter a ticket and save, then remember to add a file afterwards and try to add without adding any more text. This will fail.

Suggestion - either:

1. Accept file uploads without anything in the textarea field.
2. Display an error message telling users they must enter something into the textarea field.

Hierarchical products

If you have hierarchical products (products with parent products), the select field in the frontend should list them hierarchically (also in the right order). May there should also be a possibility to just enable the latest level of the product hierarchy.

Unable to edit my own ticket created from the Dashboard

First thing's first: it is possible to open a completely empty ticket.

After creating my empty ticket, I decided to edit it. Unfortunately, I couldn't. There's no "Edit button".

Notifications sent to wrong person

It seems that when an agent submits a reply, the e-mail notification is sent to the agent instead of being sent to the client. The issue was opened on the WordPress.org support forum.

Quick Edit actions

Making contact

Hey guys!

Sorry - couldn't find an email address to make contact.

Just wanted to apologise for not giving much more feedback - I've been having an extremely busy couple of weeks. I'm heading out of town for the next 5 days and then ready and willing to do more testing when I get back.

If you have any specific areas you'd like tested let me know!

Thanks,

Phill

Issues with the stakeholders ticket creator meta box

Had some issues with it where it was only showing users who didn't have a capability that all ticket creators / customers have. My PR fixes by only showing those that can create tickets but not edit them (non-agents etc.).

Additionally there was an issue with how 'selected' was applied to each option, this will fix it.

Allow use of a custom message when ticket submission is not allowed

When submitting a ticket is not allowed, it is not possible to customize the error message which can be a little confusing when an add-on adds new checks.

It should be possible for add-ons to customize this message.

Notice: Undefined index: wpas_after_reply in includes/admin/class-admin-user.php on line 86

Improve error messages management

Error messages management is a little messy and needs improvements. EDD has a very nice way of handling errors using sessions: https://github.com/easydigitaldownloads/Easy-Digital-Downloads/blob/master/includes/error-tracking.php

Ticket closed mis-leading admin notice

After closing a ticket I'm seeing this:

The ticket does seem to close correctly though.