Description

The Issue Tracking addon groups multiple tickets from Awesome Support under a single issue, allowing a comment posted on that issue to automatically update all linked tickets and notify all involved customers at once. The extension adds priorities and status with customizable color codes, three comment levels (private, semi-private, and regular), and cascade closing, closing all associated tickets when the main issue is resolved.

Main Features

  • Unlimited ticket grouping: associates as many tickets as needed to a single issue, without a quantity limit.
  • Colorful priorities and status: creates its own priorities and states for issues, with color codes for quick visual identification.
  • Three comment types: private (only issue agents), semi-private (issue and ticket agents), and regular (visible to all involved).
  • Group notifications: customizes emails sent to each interested group when there is an update on the issue.
  • Filters and sorting: sorts and filters issues by ID, subject, status, priority, and date within the admin panel.

Benefits of Issue Tracking

  • Single response for many customers: a single comment propagates the update to all linked tickets, eliminating repeated responses.
  • Consolidated view of the issue: when opening a ticket, the agent sees the other tickets linked to the same issue, with status and date of the last reply.
  • Cascade closing: when closing the issue, all related tickets are closed automatically, preventing forgotten pending items.
  • Separate internal and external communication: the distinction between private, semi-private, and regular comments keeps technical discussion out of the client’s view.

Who is it for?

  • Support teams that receive multiple tickets about the same bug or incident.
  • Software companies that need to coordinate communication during failures and fixes.
  • Product teams that manage recalls, security alerts, or changes that affect multiple customers at once.

Designed for support operations that handle recurring problems on a large scale and need to keep customers and agents aligned without rework for every new ticket.

Frequently asked questions

Is Awesome Support Issue Tracking GPL-licensed?

Yes. Awesome Support Issue Tracking 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 Issue Tracking on multiple sites?

Yes. You can install Awesome Support Issue Tracking 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 Issue Tracking cost at Ultrapack?

Awesome Support Issue Tracking 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 Issue Tracking include updates?

Yes. The current version of Awesome Support Issue Tracking is 1.1.2, published at Ultrapack on Aug 7, 2022. Subscribers update straight from the WordPress dashboard with UAU (Ultrapack Auto Updater).

Is Awesome Support Issue Tracking scanned before publication?

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