Author: Matt Jaworski

Basic implementation of the “On Behalf” feature, with more to come soon. What’s new? Staff can now open tickets for Clients When creating a ticket, any Staff member (agent, manager, administrator) can now click the “client” field to change the Client the Ticket is being opened for. This feature is enabled by default and has…

Quality of Life release bringing you a few new features but most importantly improvements and bug fixes. What’s new? Login with username Admin can now allow username logins through the Awedesk login interface. It was previously limited to email only, and some users found it confusing as their users were used to the username-based login…

WooCommerce integration brings clients’ tickets into their Woo profiles and an agent-only list of clients’ purchases in the ticket sidebar. What’s new? WooCommerce integration WooCommerce Profile Integration adds Awedesk ticket view into the Clients’ Woo profiles. This can also be set up as the default ticket view for Clients and Agents. Your clients won’t need…

Introducing new ways to securely and/or secretly share information between your Staff members and Staff members and Clients. What’s new? Private Ticket Note The Private Ticket Note is a dedicated Ticket field that is visible, accessible, and editable by the Client and the Staff. How is it different from a ticket body or reply? First…

Reordering departments, better flow automation & minor interface improvements. What’s new? Reordering departments Administrators can now drag-and-drop departments to change the order. The top-most department will be the default department when creating a ticket. Live browser tab title The logic was improved to better reflect the current screen. Namely, when the user is in the…

Introducing agent signatures, attachment information in email notifications, and many usability improvements. What’s new? Agent signatures Signatures are now available in Awedesk! Administrators can enable them and configure the default signature for each role. Additionally, custom signatures for each role can be enabled. Awedesk will automatically inject the signature into the reply field. If the…

Brand new rich text handling, improved email piping, and link detection. What’s new? Rich text (HTML) handling In preparation for agent signatures and rich text editor, we improved the way Awedesk parses message text. This applies to both the messages added via the editor and imported via Email Piping. Awedesk will now accept the most…

Easy Digital Downloads integration improvements. Unified email templates & more intuitive UI. What’s new? Easy Digital Downloads Domains assigned to client licenses are now clickable (requires EDD Software Licensing). We improved the math around order values and lifetime client purchase value. The ticket view now features a link to the backend user EDD profile –…

Multiple improvements to link handling. General usability impovements. What’s new? In this release, we focused a lot on how links work everywhere in Awedesk. First of all, we ensured that every link can be right-clicked or middle-clicked to be opened in a new tab. This is especially important to agents who like to open things…