Author: Matt Jaworski

Front-end signature editing, mobile app custom tab order & new “History” tab. What’s new? Editing Signatures Awedesk no longer requires access to the back-end WordPress user profiles to edit agent signatures. Agents can modify their signatures in their front-end preferences. Administrators can edit other staff members signatures in Admin > Awedesk > Agents. Mobile App…

The Awedesk mobile app is here! Introducing Forward To Department. What’s new? Native Mobile App The Awedesk mobile app has been released for the Apple App Store (iPhone and iPad), with an Android version coming soon. Experience the power of customer support in the palm of your hand – no matter where you are, you…

Slack integration, saved tickets, mobile app beta and more. What’s new? Slack integration Slack is an amazing messaging app for teams used by hundreds of thousands of businesses. Not only it allows to efficiently organize your teams internal (and external) communication, it also has a feature allowing third party software post messages to channels for…

Quality of life release before something bigger comes out. What’s new? User preferences We added a simple User Preferences panel where they can change their email, password, name and opt-out from the notification emails. The notification emails opt-out can now be also achieved without logging in by clicking a link included in the email footers.…

Suggest related posts and articles from your own page, based on the Ticket title. What’s new? Suggest posts & articles when creating a Ticket To make sure users are presented with some solutions before they aven send a ticket, Awedesk now comes with included “suggestions” engine. By default you can enable suggestions based on Posts…

Improved guest flow & login screen What’s new? Continue as guest The administrator can now decide to disable the “continue as guest” feature which allows non-registered users to open tickets (and be registered automatically). Disabling this feature allows better control over the registration process. In a similar vein, the administrator can now decide to show…

Better Trash process. General interface & usability improvements. What’s new? Trashing & Trashed Tickets We have added a “trash” button next to the status selector, so unwanted Tickets can be deleted more easily. The Trashed tab now has an “empty trash” button, that deletes all trashed Tickets immediately. There is a new Cron job, which…

Major improvements to the “On Behalf” feature. What’s new? On Behalf: Client creation Creating Clients directly from the “New Ticket” form is now possible. The feature will kick in when creating a Ticket On Behalf of a Client, but the email search yields no results. On Behalf: configuration & control access The Administrator can enable/disable…