Description

The FAQ add-on adds to Awesome Support a repository of frequently asked questions integrated into the ticket flow, allowing agents to link ready answers during support and reduce the creation of repetitive tickets. The extension creates a dedicated content type for FAQs, with its own categories and public display via shortcode, offering customers a self-service layer before reaching out directly to support.

Main Features

  • Dedicated content type: creates a specific post type for frequently asked questions, separate from tickets and standard WordPress pages.
  • FAQ categorization: organizes questions into categories and subcategories to simplify customer navigation.
  • Shortcode display: publish the FAQ base on any page of the site using the component’s own shortcode.
  • Integration with tickets: agents can insert FAQ answers directly into ticket replies during assistance.
  • Internal search: lets visitors find relevant answers before opening a new ticket.

Benefits of the FAQ

  • Reduced ticket volume: customers find common answers without needing to contact support, easing the support queue.
  • Consistent answers: the team uses consistent text by reusing FAQ content in tickets.
  • Faster support: agents save time referencing ready articles instead of drafting new responses from scratch.
  • Structured self-service: provides customers a clear path for recurring questions, strengthening the perception of organized support.

Who should use it?

  • Companies that use Awesome Support and receive repetitive customer questions.
  • Support teams that wish to build a knowledge base integrated with the ticketing system.
  • Shops and service providers looking to reduce ticket volume through self-service.

Recommended for support teams running Awesome Support who want to combine ticket-based support with a public FAQ base, giving customers the autonomy to resolve common questions.

Frequently asked questions

Is Awesome Support FAQ GPL-licensed?

Yes. Awesome Support 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 FAQ on multiple sites?

Yes. You can install Awesome Support FAQ on as many sites as you want. Only automatic updates through Ultrapack Auto Updater have a limit: from 3 to 80 sites, depending on the plan.

How much does Awesome Support FAQ cost at Ultrapack?

Awesome Support 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 FAQ include updates?

Yes. The current version of Awesome Support FAQ is 3.1.3, published at Ultrapack on Aug 7, 2022. Subscribers update straight from the WordPress dashboard with UAU (Ultrapack Auto Updater).

Is Awesome Support FAQ scanned before publication?

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