Awesome Support – WordPress HelpDesk & Support Plugin

Awesome Support – WordPress HelpDesk & Support Plugin icon
Awesome Support is the most versatile and feature-rich WordPress helpdesk & support plugin. It offers unparalleled features and options for running an effective customer support desk for your customers, and it is constantly updated with new features.
What We Think:
70%
Recommended!

Awesome Support – WordPress HelpDesk & Support Plugin: A Comprehensive Review

The WordPress platform remains the most popular and open-source content management system, primarily for its versatile and user-friendly nature. With a growing community of users, businesses are using WordPress to manage their digital storefronts. This makes it essential for firms to provide detailed customer support for their WordPress-backed websites. This is where the Awesome Support – WordPress HelpDesk & Support Plugin comes in.

Awesome Support – WordPress HelpDesk & Support Plugin: Breakdown

Agent's view of the tickets list

Awesome Support – WordPress HelpDesk & Support Plugin helps businesses provide quality customer service and support. The plugin caters to both WordPress users and those who already have an existing ticket system. The plugin makes WordPress the central point for all customer service and related inquiries. It also includes features that allow users to easily customize ticket forms, assign adequate roles to support staff, offer a slew of automation options, and more.

The plugin comes with several tools that come together as a powerful combination to streamline the customer service and support process. Customers can easily submit tickets without having to navigate through complicated forms and different channels. Moreover, the admin panel allows support staff to quickly view and respond to customer inquiries in no time. The support staff can also assign different roles and responsibilities to arrange their customer support team with ease.

Awesome Support – WordPress HelpDesk & Support Plugin also has enhanced automation capabilities that can monitor and respond to customer inquiries with ease. The plugin can also generate tickets based on specified triggers and send out automated responses. Additionally, users can extend the plugin’s functionality by incorporating several available extensions and integrations to save time.

The plugin also provides advanced analytics features that can provide valuable insights into customer inquiries. The plugin’s dashboard includes features such as ticket cycle time, top ticket agents, and more. This allows users to track the overall progress and performance of their customer service and support. Additionally, users can track customer inquiries in real-time and respond promptly.

Pros of Using Awesome Support – WordPress HelpDesk & Support Plugin

Intuitive and Easy-to-Use Dashboard: The ‘Awesome Support’ plugin provides an easy-to-navigate dashboard. Through this dashboard, customers can easily view and handle all pending and closed tickets. Additionally, administrators can quickly review tickets and take necessary actions.

Extensive Customization Options: The plugin allows to customize many aspects conveniently. The plugin’s powerful core allows for easy interface customizations, such as adding custom fields, widgets, and reports. Furthermore, extensive admin capabilities make it easy for administrators to differentiate customer roles and permissions.

Quick Response Time: The plugin helps join customer and customer support teams for quick response time. Customers can easily access emails and notifications when tickets are created, modified, or closed. This is beneficial for customers as they can receive updates at a lightning-fast speed.

Advanced Reporting Tools: The plugin provides detailed analytics from key performance indicators (KPI) such as response times, resolution times, customer satisfaction rates, and more. These reports are accessible by administrators to help them make informed decisions regarding their customer support.

Integration Capabilities: The ‘Awesome Support’ plugin can easily integrate with several other popular business applications, such as Salesforce, MailChimp, Slack, and Zapier. This helps customers to provide a seamless user experience while utilizing the plugin throughout their different platforms.

Cons of Using Awesome Support – WordPress HelpDesk & Support Plugin

Customer Service Lack:: If you're using the 'Awesome Support – WordPress HelpDesk & Support Plugin', chances are you are taking away from quality customer service. Most customers of helpdesk plugins are small businesses working with a limited budget, which means you have to sacrifice quality customer service in order to use it. Manually reaching out and interacting with customers is a huge part of customer service and with this plugin, that won’t be possible. Customer service is a major part of any business and with this plugin, it isn’t the top priority.

Limited Security:: Using a helpdesk plugin such as 'Awesome Support' is less secure than having a dedicated customer service system in place. You can increase security by obtaining the appropriate permissions for the plugin, but most users don’t have the time or know-how to do this correctly. This could leave your customers vulnerable to data breaches, or hackers could even gain access to the system. Additionally, the plugin does not have the ability to encrypt data which further reduces security.

Difficult to Customize:: The 'Awesome Support – WordPress HelpDesk & Support Plugin' is not the easiest to customize. If you are looking to customize the look and feel of your helpdesk, you may find it difficult or even frustrating to do so. There are many customizations that require coding knowledge and if you don’t have the necessary skills, it could be difficult coming up with alternative solutions. Additionally, any customizations you make might not work with the plugin’s latest version, or any future updates.

Limited Integrations:: The 'Awesome Support – WordPress HelpDesk & Support Plugin' does not have the capability to integrate with many external services. Most of the integrations you will find are related to payment and form services, with little to no options when it comes to other external services such as social media and analytics. This means you would have to manually enter integrations for anything outside payment and forms, and you may end up missing out on valuable information if you don’t.

Sluggish Performance:: The 'Awesome Support – WordPress HelpDesk & Support Plugin' does not perform up to par. The plugin is not the most reliable when it comes to loading and processing times, resulting in longer wait times for customer assistance. This could lead to frustration among customers as they may feel that they are waiting too long for a response. Faster loading and processing times are key for providing great customer service, and this plugin does not provide such.

70% Recommended!

In conclusion

The Awesome Support – WordPress HelpDesk & Support Plugin is undoubtedly an essential tool for businesses that use WordPress. The plugin creates a central hub for customer service and support inquiries. It also makes it easy to customize ticket forms and assign roles for users. Furthermore, it provides several automation and analytics systems to optimize the support process. The plugin is an ideal choice for businesses that require user-friendly and efficient customer service systems backed by an open-source content management system.

Plugin Specifications
  • Version: 6.1.6
  • Last Updated: 7 months ago
  • Installs: 10,000+
  • WP Version: 4.0+
  • Tested Until: 6.4.2
  • PHP Version: N/A
Use Case Examples
  • Integrated ticket tracking and collaboration
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    WordPress users now have the power of a fully integrated ticket tracking and collaboration system within the popular content management system. With Awesome Support's ticketing workflow, users can support any kind of customer related interaction including help desk requests, technical support, billing questions, sales support, user feedback and many more.
  • Multiple agents support and advanced roles control
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  • Centralized customer support portal
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  • Efficient communication between customers & agents
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  • Flexible ticket templates and time tracking
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Tags
  • helpdesk
  • support
  • Support Ticket
  • ticket system
  • tickets