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/ Awesome Support – WordPress HelpDesk & Support Plugin

Awesome Support – WordPress HelpDesk & Support Plugin

By awesomesupport

Support & Help Desk / Help Desk & Ticketing Systems

Reviewed by Omar Dabbas

Trusted WordPress expert with 20+ years of experience evaluating plugins for the WP ecosystem.

Awesome Support – WordPress HelpDesk & Support Plugin Review - In-Depth Analysis

Awesome Support is a versatile help desk and support plugin for WordPress. It allows users to submit tickets and provides a robust ticketing system for agents to manage support requests.

Performance Overview

WPS Score

6.87/10

User Rating

3.5/5 (based on 194+ reviews)

Active Installations

6,000+

Update Frequency

Outstanding It is calculated using the weighted average of same category plugins.

Security Score

7.11 / 10 (High Risk) It is calculated using the weighted average of all versions.

What It Does

Awesome Support is the most versatile and feature-rich support plugin for WordPress. It is the only helpdesk and support ticketing plugin that can match the feature set of an SAAS solution such as Zendesk or Helpscout.

Your customers can be using it in just 5 minutes! After installing and activating the plugin, just answer a few questions in the startup wizard and your helpdesk will be ready for your customers.

Awesome Support includes a comprehensive ticketing system that allows users to submit tickets from the front-end while agents can respond from the WordPress back-end. It also offers features like email notifications, file uploads, and custom fields for ticket forms.

The plugin supports multiple products and departments, making it suitable for various business needs. It integrates seamlessly with WooCommerce and offers numerous premium extensions to enhance functionality.

Comparing to Alternatives

Awesome Support is a popular WordPress helpdesk plugin with several direct competitors offering similar customer support functionalities.

Top alternatives

Strengths

Comprehensive free version with many features
Fast and responsive user interface
Good compatibility with translation plugins like Locotranslate
Active development with user suggestions considered
Pro version offers advanced premium features

Weaknesses

History of multiple security vulnerabilities requiring frequent updates
Reported issues with plugin causing critical errors on sites
Customer support and refund process reported as frustrating
Some users report performance issues and bugs affecting WooCommerce integration

User Sentiment Analysis

User reviews show a mixed sentiment with a majority positive rating but a significant portion of negative feedback highlighting serious issues.

Positive highlights

'An excellent plugin with technical support requests for Wordpress. The free version has quite a lot of functionality.' – stanislav5web
'Simple and concise setting screen, fast operation, and good compatibility with Locotranslate.' – kampot888
'Highly recommend this plugin for its speed and responsiveness.' – kampot888
'Muito Bom' (Very Good) – Wellington

Common complaints

Plugin caused critical errors on main site categories leading to site malfunction
Poor and unresponsive customer support with difficult refund process
Unfixed security bugs causing concern among users
Plugin slows down WordPress admin and causes issues with WooCommerce downloads

Weaknesses

Security vulnerabilities have been a recurring problem
Support responsiveness is often criticized
Some bugs remain unresolved affecting site stability
Performance issues reported by some users

Who Should Use This?

Best for

Users looking for a feature-rich helpdesk plugin with a strong free offering and who are comfortable managing updates and security patches.

Not ideal for

Users who require highly reliable customer support, have low tolerance for security risks, or need guaranteed compatibility without site disruptions.

Pricing & Value

Free version includes

The free version offers a wide range of helpdesk functionalities suitable for many users without cost.

Pro version

The premium version includes advanced features and enhanced support options for professional use.

Final Verdict

Awesome Support offers a robust set of features with a strong free version and a pro upgrade for more advanced needs. It is praised for its speed and user-friendly interface but has a notable history of security vulnerabilities and mixed user support experiences.

Potential users should weigh the benefits of its functionality against the risks of security issues and reported support challenges. Alternatives may be preferable for those prioritizing security and reliable customer service.

Other Notable Features

Here are a few other notable features of this free Awesome Support – WordPress HelpDesk & Support Plugin plugin.

Helpdesk

Support

Support Ticket

Ticket System

Tickets

Screenshots

FAQ

Now you can read our post installation instructions or watch the installation videos

If you need to disable the auto-assignment function and hence have all new tickets assigned to the default agent (set in the plugin general settings), you can add this constant in your theme’s functions.php file:

define( 'WPAS_DISABLE_AUTO_ASSIGN', true );

By default, all tickets will be accessed through a URL of the type domain.com/ticket/my-ticket-title.

If you wish to change the slug ticket to something else, let’s say help, so that your URLs look like domain.com/help/my-ticket-title, you need to add a constant in your theme’s functions.php file as follows: