FAQs

 

Premium Add-Ons

Yes, you can purchase premium add-ons separately. However we encourage you to purchase bundle because, you get upto 80% discount if you would have purchased it individually.

Category: Premium Add-Ons
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We don’t offer a trial but we do have a 30 day money back guarantee so you can try add-ons risk-free on your own website. If it does not work what it says in product page, we will respectfully try to help solve the issues or refund.

Category: Premium Add-Ons
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Yes, automatic updates are available free of charge for valid license key. If your license key is expired, updates will not be available.

Category: Premium Add-Ons
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Yes, you can upgrade your plans or licenses anytime. Please follow below steps to upgrade:

  1. Login with your user account on My Account page.
  2. Click on View Licenses link in your order.
  3. Click View Upgrades for license you want to upgrade.
  4. Click on Upgrade License in-front of the plan or license you want to upgrade.
  5. Complete payment process and done.
Category: Premium Add-Ons
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Yes, support is key for quality product. We do our best to answer your queries and resolve issues as quickly as possible. Support for premium add-ons provided for valid licenses. If your license is expired, support will not be given for premium products.

Category: Premium Add-Ons
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If you decide not to renew license key, you may still use the add-ons but you will not receive updates or support once the license key expires.

Category: Premium Add-Ons
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Support Agents

Agent is user who reply tickets on behalf of the website owner.

Category: Support Agents
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You can add an agent in Support Agents submenu.

Category: Support Agents
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Agent Role is set of permissions an agent can have of this role. Administrator role in Agent Role does not mean it is WordPress website role, it is role having all permissions enabled for an agent.

Category: Support Agents
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You need to have Assign Agent Rules add-on installed in order to assign agents automatically depending on conditions set. Automatic assignment of ticket is not possible in free version.

Category: Support Agents
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Ticket Form

Please follow below steps:

  1. Login as Administrator on your dashboard.
  2. Click on Support menu.
  3. Click on Custom Fields submenu.
  4. Under Ticket Form Fields tab, click on +Add New button
  5. Complete details and field is added to the form.
Category: Ticket Form
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Please follow below steps:

  1. Login as Administrator on your dashboard.
  2. Click on Support menu.
  3. Click on Custom Fields submenu.
  4. Under Ticket Form Fields tab, you can change order of fields by drag & drop.
Category: Ticket Form
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Yes, you can add up to 3 fields per row. In order to do this, you should use width property of field smartly. It is depend on order of the fields too. If you got 3 fields of width 1/3 of row, one after another and first of them start on new row, all 3 will get displayed on same row.

Category: Ticket Form
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You can set visibility conditions while creating custom field. These conditions are nothing but other fields data to match dynamically while user is creating ticket. Conditions available are only those fields who has options e.g. Dropdown, Radio Button, Checkbox, etc.

Category: Ticket Form
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Ticket List

You can add field to ticket list from Ticket List submenu of Support for both agent list and customer list.

Category: Ticket List
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Agent view is ticket list visible to agents whereas customer view is ticket list visible to customers (users other than agents).

Category: Ticket List
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You can find this setting in More Setting under Ticket List.

Category: Ticket List
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No, saved filters are private only and your agents have to save it themselves.

Category: Ticket List
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