Description

The Custom FAQ addon connects a knowledge base to the ticket opening form of Awesome Support, displaying real-time answer suggestions as the customer types the subject and content of the ticket. Some questions are resolved before becoming service, and the agent can still turn existing responses into new FAQ items directly from the ticket screen, with optional automatic ticket closure.

Key Features

  • Custom data source: designate any existing Custom Post Type as the primary FAQ base, without duplicating content.
  • Real-time suggestions: displays related answers while filling out the new ticket form, helping the customer self-serve.
  • Direct answer creation: turn an agent answer into an FAQ on the spot, with an option to close the ticket automatically after sending.
  • Retroactive use: generate new FAQ items from any prior answer, even in tickets closed long ago.
  • Multiple content sources: compatible with blog posts, WooCommerce products, Easy Digital Downloads products, documentation post types, and canned responses.

Benefits of the Custom FAQ

  • Fewer repeat tickets: suggestions during submission eliminate recurring questions before they reach the support queue.
  • Reusing what already exists: leverage articles, product pages, and documentation as ready answers, without rewriting content.
  • Self-growing knowledge base: each agent response feeds future customers, expanding the FAQ library without extra effort.
  • Faster support: the agent closes more tickets with fewer clicks, with the option to respond and archive as an FAQ in the same step.

Who Is It For?

  • Support teams that use Awesome Support and want to reduce the volume of repeat tickets.
  • WooCommerce and Easy Digital Downloads stores with recurring questions about products, delivery, or licensing.
  • Agencies, SaaS, and digital services that maintain documentation on WordPress and want to turn it into self-service.

Recommended for WordPress helpdesk operations that need to transform resolved tickets into reusable knowledge and reduce load on agents with each new request.

Frequently asked questions

Is Awesome Support Custom FAQ GPL-licensed?

Yes. Awesome Support Custom FAQ is distributed under the GPL (GNU General Public License). You may legally use, modify and redistribute it on as many sites as you want.

Can I use Awesome Support Custom FAQ on multiple sites?

Yes. You can use Awesome Support Custom FAQ on multiple sites. The number of sites connected to Ultrapack Auto Updater is limited by your plan.

How much does Awesome Support Custom FAQ cost at Ultrapack?

Awesome Support Custom FAQ costs US$2.99 as a single purchase, and it is also included in the subscription plans starting at US$12/mo (VIP I).

Does Awesome Support Custom FAQ include updates?

Yes. The current version of Awesome Support Custom FAQ is 2.2.0, published at Ultrapack on Aug 7, 2022. Subscribers update straight from the WordPress dashboard with UAU (Ultrapack Auto Updater).

Is Awesome Support Custom FAQ scanned before publication?

Yes. Every version of Awesome Support Custom FAQ goes through a malware scan (ClamAV and YARA rules, at UltraHub) before it is published.