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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

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

6.91/10

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 / 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 offering a robust ticketing system with both free and premium features. When compared to similar plugins, it stands out in certain areas but also has notable drawbacks.

Top alternatives

Strengths

Intuitive and fast user interface designed for ease of use.
Comprehensive ticket management features in the free version.
Good integration with WordPress and WooCommerce.
Active development with a pro version offering advanced features.

Weaknesses

Free version has reported critical errors affecting site functionality.
Customer support responsiveness is inconsistent and sometimes lacking.
Some bugs remain unresolved for extended periods.
Certain features like product syncing can cause conflicts.

User Sentiment Analysis

User feedback on Awesome Support reveals a mix of satisfaction with functionality and frustration with support and bugs.

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 responsive to user suggestions.' – kampot888
'Highly recommend this plugin for its speed and ease of use.' – kampot888
'Muito Bom' (Very Good) – Wellington

Common complaints

Critical errors caused by the plugin affecting product categories.
Poor or unresponsive customer support and difficult refund process.
Bugs preventing customer downloads from WooCommerce.
Security vulnerabilities not promptly fixed.

Weaknesses

Free version can cause site crashes under certain conditions.
Comments in tickets sometimes do not appear immediately after posting.
Security issues reported but not yet resolved.
Plugin may slow down WordPress admin area.

Who Should Use This?

Best for

Users seeking a feature-rich and fast WordPress helpdesk plugin with a free version that covers most basic support needs and are comfortable troubleshooting minor issues.

Not ideal for

Sites requiring guaranteed stability and prompt support, especially larger or complex WooCommerce stores that cannot risk critical errors or unresolved bugs.

Pricing & Value

Free version includes

The free version includes a comprehensive ticketing system, basic product management integration, and a user-friendly interface suitable for small to medium support needs.

Pro version

The premium version offers advanced features such as enhanced product syncing, additional integrations, priority support, and extended customization options.

Final Verdict

Awesome Support provides a solid foundation for WordPress helpdesk needs with a feature-rich free version and valuable premium upgrades. Its fast interface and comprehensive ticketing features make it a strong contender among support plugins.

However, users should be cautious of potential critical errors and inconsistent support, especially if running larger or more complex sites. Testing and backup are recommended before full deployment.

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: