Installation: Download and install the plugin directly from the WordPress plugin repository or by uploading the files to your server.
Configuration: Configure settings such as ticket submission forms, user roles, and permissions according to your needs.
Customization: Customize the appearance and functionality using add-ons and custom fields to tailor the system to your specific business requirements.
Integration: Integrate with other tools and services like WooCommerce, Easy Digital Downloads, or email systems for a comprehensive support solution.
Training: Familiarize your team with the system through available documentation and resources.
Custom Fields: Add custom fields to your ticket forms to collect specific information from your customers.
Multiple Products Support: Manage support for multiple products or services within the same system.
Advanced Reporting: Utilize advanced reporting features for detailed insights into support operations.
White Papers and Tutorials: Comprehensive documentation and tutorials are available on their website, providing detailed guidance on using and configuring the software.
Custom Development and Consulting: Personalized services such as installation, one-on-one training, and custom changes to the plugins are available for purchase in blocks of hours.
Support Channels: Email support and a support forum are available for users to seek help and advice.
Data Encryption: Data is encrypted both at rest and in transit to prevent unauthorized access.
Access Controls: Role-based access controls ensure that only authorized personnel can access sensitive data.
Regular Updates and Patching: The software is regularly updated to address security vulnerabilities and ensure compliance with the latest security standards.
Firewall Protection: Firewalls are used to protect the managed environment from unauthorized access.
Password Management: Strong password policies are enforced, including mandatory password complexity and regular password changes.
Anti-Malware and Patching: Anti-malware tools are used, and a documented change control process ensures prompt implementation of security updates.
Disaster Recovery and Business Continuity: Provisions are in place to safeguard data during service outages and to re-establish secure access.
Penetration Testing and Vulnerability Scanning: Regular penetration tests and vulnerability scans are conducted to identify and mitigate potential security risks
Awesome Support releases updates regularly to enhance functionality, improve security, and add new features. Typically, new add-ons and updates are released every 3-4 months. These updates are managed through a documented change control process, ensuring that any changes are thoroughly tested and approved before being implemented. This process helps maintain the security and stability of the software.
For example, the recent release of Awesome Support's Issue Tracking add-on version 2.0.0 included several new features and improvements, such as the ability to reply to all tickets associated with a particular issue, change the status of all tickets linked to an issue, and view related tickets directly from the Ticket page in the admin panel. This demonstrates the platform's commitment to continuous improvement and responsiveness to user needs.
Data Ownership: Users retain ownership of their data. This means that you have the sole right to access, modify, copy, or remove your data. Whether your data is stored on your premises or with a cloud storage service, you have the sole irrevocable right to access and utilize your data as you see fit, and the sole right to assign and revoke privileges to others.
Data Portability: The platform offers tools to import existing tickets from other systems like Zendesk, Helpscout, and Ticksy, ensuring a seamless transition. This flexibility allows users to transfer their data to another service if needed, avoiding vendor lock-in. Data portability empowers users to take their data from one location to another, enhancing control and ownership over their personal information.
Unlimited Agents: The platform allows for an unlimited number of support agents without additional per-agent fees, making it easy to scale up your support team as your organization grows.
Add-ons and Bundles: You can purchase additional add-ons to extend the functionality of the software as your needs evolve. Bundles are available to save costs when purchasing multiple add-ons.
Custom Development: Custom development services are available for specific needs, allowing you to tailor the software to your unique requirements.
1. Automatic License Cancellations:
Licenses will be automatically cancelled if you resell the products directly or use the Awesome Support brand name without authorization.
Initiating a billing dispute or charge-back with your credit card provider will result in automatic cancellation of all licenses and termination of support services.
2. Software Updates:
Updates are included for free for one year from the date of purchase or last renewal.
If you have a valid and active license key, updates will be delivered automatically from the WordPress dashboard.
3. Premium Support:
When you purchase an add-on, you are entitled to 12 months of priority support for that add-on.
If your purchase exceeds $39.00 USD, you also get 12 months of priority support for the free Core Awesome Support plugin.
4. Refund Policy:
Refunds will not be granted if you simply decide not to use the purchased products or feel a feature is missing.
Refunds are not available if licenses are cancelled due to reselling or unauthorized use of the brand name.
Data Security Compliance: The platform adheres to industry-standard data security practices, including encryption, access controls, and regular security updates.
GDPR Compliance: Awesome Support complies with the General Data Protection Regulation (GDPR), ensuring that user data is handled in accordance with European data protection laws.
Enterprise-Level Security: The platform offers enterprise-level security features, including secure data collection and storage, to protect sensitive information.
