Description

The addon Smart Ticket Submission inserts a guided flow before opening a ticket in Awesome Support, leading the user through categories, topics and FAQ or Documentation articles until confirming whether the issue was resolved. When the consulted content does not solve the question, it releases a search field and only then directs the visitor to the default ticket form, reducing the volume of repetitive support requests in your support team.

Main Features

  • Step-by-step guided flow: leads the user through category selection, topic choice and content reading before opening the ticket.
  • Flexible content source: uses post types such as FAQ, Documentation or Posts as the basis for the displayed categories and topics.
  • Resolution confirmation: buttons on the topic screen allow the user to indicate whether the article solved the question or not.
  • Search as an intermediate step: when the initial content does not help, it releases a search field before allowing ticket submission.
  • Label and sequence configuration: the administrator customizes the displayed terms (Category, Topics) and can disable search or skip the category step to go straight to search-only mode.

Benefits of Smart Ticket Submission

  • Fewer repeated tickets: requires contacting FAQs and documentation before generating a new ticket.
  • Better utilization of the knowledge base: directs traffic from questions to articles already published in FAQ or Documentation.
  • Triage before the agent: filters simple questions on the front end and frees the team for cases that truly require human support.
  • Compatibility with Smart Replies: when the Smart Replies add-on is active, its Google-powered search also provides responses for this flow.

Who Is It For?

  • Support teams that already maintain FAQ or documentation in Awesome Support and want to reduce basic question tickets.
  • Businesses with high volumes of repetitive tickets that need a self-service layer before the form.
  • Administrators who want to control the ticket opening journey, customizing labels and step order.

Recommended for WordPress help desk operations that depend on Awesome Support and seek to shorten the support queue by guiding customers through the knowledge base before accepting a new ticket opening.

Frequently asked questions

Is Awesome Support Smart Ticket Submission GPL-licensed?

Yes. Awesome Support Smart Ticket Submission 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 Smart Ticket Submission on multiple sites?

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

How much does Awesome Support Smart Ticket Submission cost at Ultrapack?

Awesome Support Smart Ticket Submission 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 Smart Ticket Submission include updates?

Yes. The current version of Awesome Support Smart Ticket Submission is 1.0.1, published at Ultrapack on Aug 7, 2022. Subscribers update straight from the WordPress dashboard with UAU (Ultrapack Auto Updater).

Is Awesome Support Smart Ticket Submission scanned before publication?

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