Awesome Support Remote Tickets

Description

The Remote Tickets addon connects multiple external WordPress sites to a central installation of Awesome Support, allowing visitors and customers to open tickets directly from those remote sites without needing to access the main helpdesk dashboard. Tickets submitted appear automatically in the single Awesome Support central, with the originating site identified, user data and attachments preserved, serving agencies and operations that maintain several digital properties under the same support flow.

Main Features

• Remote ticket submission: includes a ticket opening form on external WordPress sites that dispatches the request to the main Awesome Support installation.
• API key authentication: each remote site connects to the central using its own credentials, keeping the source channels separated.
• Originating site identification: automatically records which installation the ticket was opened in, facilitating triaging by client, brand or product.
• Attachment support: allows the user to send files along with the ticket opening from the remote site.
• Requester notification: keeps the customer informed about ticket progress via email, even without access to the central dashboard.

Benefits of Remote Tickets

• Centralized support: consolidates all tickets from different sites into a single dashboard, eliminating the need to install and manage multiple Awesome Support instances.
• Less friction for the customer: the user opens the ticket on the site they are using, without parallel registration on the support center.
• Scales to multiple brands: simplifies the operation of those who maintain multiple domains under the same support team.
• Flow standardization: unifies categories, priorities and responses, even when tickets come from different origins.

Who is it intended for?

• Agencies that manage sites for multiple clients and want to provide support from a single helpdesk.
• Companies with multiple brands, products or domains concentrating support into a single central team.
• IT teams and service providers that need to collect tickets from distributed WordPress installations.

Recommended for multi-brand operations, agencies, and service providers that need to unify customer support coming from multiple WordPress installations into a single Awesome Support central.

Frequently asked questions