Awedesk

These Admin Docs are for site owners, administrators, support leads, and operations staff who run Awedesk from WordPress admin. The Admin Docs explain how to set up, operate, and troubleshoot the support desk by clicking through WordPress admin and the Awedesk support screens. They avoid implementation details and focus on what an operator needs to read more

This quick start gets Awedesk from activation to a working support flow. Step 1: Confirm Awedesk Is Active 1. Open WordPress admin. 2. Open Plugins. 3. Confirm Awedesk is active. 4. Confirm the Awedesk menu appears. 5. Open Awedesk, then Dashboard. Step 2: Create Support Pages 1. Open Pages. 2. Create or choose the customer read more

1. Go to WordPress admin > Pages. 2. Create or choose the page where customers should open support. 3. Create or choose the page where staff should manage support, if staff need a separate workspace. 4. Go to WordPress admin > Awedesk > Settings. 5. Open the Navigation area. 6. Select the customer page in read more

Configure Appearance 1. Go to WordPress admin > Awedesk > Settings. 2. Open the Appearance area. 3. Choose the default color scheme. 4. Set the light accent color. 5. Set the dark accent color if you use dark mode. 6. Choose whether focus mode should turn on automatically. 7. Decide whether the Powered by Awedesk read more

Create Departments 1. Go to WordPress admin > Awedesk > Departments. 2. Select the add option. 3. Enter a clear department name, such as Billing, Technical Support, Sales, or Account Help. 4. Choose department visibility and routing options available in your edition. 5. Choose a default assignee if this department should route new tickets to read more

Configure Email Notifications 1. Go to WordPress admin > Awedesk > Settings. 2. Open the Email area. 3. Review each notification type used by your workflow. 4. Confirm the sender name and sender address match your support identity. 5. Review each subject line and message body. 6. Save settings. 7. Create a test ticket as read more

Enable Customer Satisfaction Surveys 1. Go to WordPress admin > Awedesk > Settings. 2. Open the Survey area. 3. Turn on satisfaction surveys. 4. Choose whether surveys should be sent for staff-closed tickets. 5. Choose whether surveys should be sent for automatically closed tickets. 6. Set the delay before sending a survey. 7. Set how read more

Configure Email Import 1. Go to WordPress admin > Awedesk > Settings. 2. Open the email import or email piping area. 3. Enable email import. 4. Choose the connection type: IMAP, Gmail, or Microsoft Exchange, depending on your mailbox. 5. Enter the mailbox connection details requested on screen. 6. Choose the default department for new read more

Configure The Chatbot 1. Go to WordPress admin > Awedesk > Settings. 2. Open the Chatbot area when available. 3. Enable chatbot behavior. 4. Review limits for unauthenticated and signed-in users. 5. Set the time window for repeated questions. 6. Open the Chatbot FAQ screen. 7. Create common questions and answers. 8. Test the customer read more

1. Go to WordPress admin > Tools > Export Personal Data when a user requests their support data. 2. Enter the requester email address. 3. Send the confirmation request. 4. After confirmation, generate and send the export. 5. Go to WordPress admin > Tools > Erase Personal Data when a user requests deletion. 6. Enter read more

Problem What to check first Next action Customers cannot see the support screen Assigned support page, page visibility, caching, and whether the page has the Awedesk support experience. Re-save the Navigation settings and test while signed out. Staff cannot see tickets Staff role, department assignment, and the staff support page. Edit the staff member under read more

These End User Docs are for customers, clients, agents, managers, and support staff who use Awedesk from the support screen. The first articles cover customer-facing ticket workflows. Later articles cover staff workflows for people who answer and organize support requests. read more

Open The Support Area 1. Open the support page provided by the site. 2. Sign in if you already have an account. 3. Use guest access if it is available and you do not want to sign in. 4. Use the register or password reset links only if they appear on the sign-in screen. 5. read more

1. Open the survey link from the email. 2. Review which ticket the survey is for. 3. Choose the rating that matches your support experience. 4. Leave a comment if the form includes a comment box. 5. Submit the survey. 6. Do not reuse the link after submitting; each survey can be completed once. read more

Manage Preferences 1. Open the support page while signed in. 2. Open Preferences from the support interface. 3. Review your available settings. 4. Change notification, display, or support preferences available to your account. 5. Save changes. 6. If privacy request options are visible, use them only for your own account email. Request A Copy Or read more

Problem What to try The support page keeps loading Refresh the page, try a private browser window, then contact the site owner if it still fails. You cannot submit a ticket Check required fields, sign in if required, complete any security check, and reduce attachment size if needed. You did not receive an email Check read more

Work The Ticket Queue 1. Open the staff support page. 2. Choose the queue view you want to work from. 3. Start with new, pending, or needs-attention work when available. 4. Open a ticket and read the full conversation before replying. 5. Check the sidebar for client details, department, labels, assignment, and related tickets. 6. read more

Assign Or Reassign A Ticket 1. Open the ticket. 2. Find the assignment area in the ticket sidebar or toolbar. 3. Choose the staff member who should own the next response. 4. Save or confirm the change. 5. Leave a reply or internal note when the reassignment needs context. 6. Confirm the ticket appears in read more

Use Staff Notes 1. Open the ticket or client area. 2. Find the staff notes area. 3. Add context that should be visible only to staff. 4. Do not put customer-facing instructions in staff notes. 5. Keep notes factual and relevant. 6. Save the note and confirm it appears in the staff-only area. Handle Sensitive read more

1. Open the staff support page. 2. Choose the new ticket option. 3. Select the customer if the on-behalf workflow is available. 4. Create the customer account only if your role allows it and the customer should have an account. 5. Choose the department. 6. Write the subject and message. 7. Submit the ticket. 8. read more

Use Saved Tickets Or Watched Tickets 1. Open a ticket you want to return to later. 2. Use the save, watch, or bookmark option if it is visible. 3. Return to the saved or watched view from the ticket list. 4. Remove the saved or watched state when you no longer need to track the read more

1. Open the staff support page. 2. Open Preferences. 3. Review display and workflow preferences. 4. Edit your staff signature if the signature area is available. 5. Save changes. 6. Create or open a test reply to confirm your preferences appear as expected. read more

Problem What to try A ticket is missing from your queue Check the department, assignment, status, trash view, and whether another staff member owns it. You cannot assign a ticket to a staff member Ask an administrator to check that person’s Awedesk role and department access. A saved reply is missing Ask an administrator to read more

This part is for WordPress developers building Awedesk extensions, theme integrations, automation, custom REST endpoints, data exports, or operational tooling. Property Value Plugin Awedesk Version 1.9.3 Main file alsp.php Primary class ALSP Text domain awedesk REST namespace almightysupport/v1 Source commit f55a8105 Source path /Users/sentinel/Local Sites/awedesk/app/public/wp-content/plugins/almighty-support-pro Scan coverage 344 PHP files, 101 templates, 53 JS/index files read more

Stage Core behavior Extension use plugins_loaded Loads translations. Load translation-dependent extension labels after this point. init Registers frontend block/shortcodes and several feature modules. Register integration feature modules, extra blocks, or config panels. rest_api_init Scans REST endpoint directories and registers method pairs. Add endpoint directories through alsp_rest_paths. wp_enqueue_scripts Registers frontend assets and prints localized data. Use read more

Prefer model classes and REST endpoints over direct writes. Direct SQL can bypass hooks, permission checks, derived ticket state, and notification queues. Table Purpose Source alsp_action_user_role_change Awedesk table discovered in source. classes/users/user.php:449 alsp_agent_department Staff-to-department assignment map. activation/model references alsp_app_push Mobile app push token storage. activation/model references alsp_attachments Awedesk table discovered in source. classes/pro/activation.php:210 alsp_awecommerce_integrations Awedesk read more

Awedesk integrations usually revolve around the support ticket lifecycle: ticket creation, replies, assignment, department changes, status changes, email import, satisfaction surveys, and privacy handling. Core Records Tickets hold the support request subject, requester, assigned staff member, department, status, timestamps, and operational flags. Ticket messages hold customer replies, staff replies, and timeline events. Departments route work read more

Surface Identifier Source Shortcode classes/frontend/assets.php:60 Shortcode classes/frontend/assets.php:59 Block alsp/block classes/frontend/assets.php:44 All discovered shortcodes: Shortcode Source classes/frontend/assets.php:59 [alsp_{$shortcode}] classes/boot/component.php:58 classes/frontend/assets.php:60 All discovered blocks: Block Source alsp/block classes/frontend/assets.php:44 alsp/{$this->slug} classes/boot/component.php:132 Template files discovered under templates/: | Template file | | — | | templates/admin/admin_csat_responses.php | | templates/admin/admin_dashboard.php | | templates/admin/admin_departments.php | | templates/admin/admin_departments_item.php | | templates/admin/admin_departments_item_empty.php | read more

Namespace: /wp-json/almightysupport/v1. The scan found 100 registered REST method callbacks. Group Method Routes Callback Permission summary Purpose Source Admin DELETE /wp-json/almightysupport/v1/admin_agent<br>/wp-json/almightysupport/v1/admin_agent/{id} ALSP_REST_V1_Endpoint_Admin_Agent::delete() return $this->wpuser->has_cap('alsp_ticket_delete_agents'); Admin endpoint for settings, dashboard, staff, departments, labels, mail queue, or management data. classes/api/rest/v1/admin_agent.php:63 Admin GET /wp-json/almightysupport/v1/admin_agent<br>/wp-json/almightysupport/v1/admin_agent/{id} ALSP_REST_V1_Endpoint_Admin_Agent::read() return $this->wpuser->has_cap('alsp_ticket_list_agents'); Admin endpoint for settings, dashboard, staff, departments, labels, mail queue, or read more

The source scan found 117 Awedesk-specific hook/filter names. Payloads are source-inferred, so inspect the listed source before using a hook for money-moving, privacy, or destructive automation. Group Hook/filter Type Purpose Emitters Bundled listeners General almighty_support_tbd filter Awedesk extension point discovered in source. classes/api/rest/v1/pro_edd.php:144 – General alsp_absolute_textdomain_path filter Awedesk extension point discovered in source. classes/compatibility/multilang.php:23 – read more

Awedesk admin settings are built from setting groups and menu filters. Useful hooks include alsp_config_menu, alsp_config_description, alsp_config, alsp_validate_field, alsp_config_set, alsp_config_add, alsp_config_del, and awedesk_config_get. read more

Area Main pieces Extension points Email queue ALSP_Email_Queue, alsp_mail_queue alsp_mailqueue_add, alsp_mailqueue_add_data, alsp_mailqueue_before_sending, alsp_mailqueue_after CSAT alsp_csat_responses, survey token model, frontend survey renderer alsp_csat_survey_ready, alsp_csat_survey_submitted, alsp_csat_survey_email_template Email piping IMAP/Gmail/Microsoft importers, spam quarantine, multi-inbox settings alsp_ep_email_is_valid, alsp_ep_spam_check_result, alsp_ep_spam_detected read more

Module Purpose classes/pro/attachments Ticket attachment model/config and cleanup cron. classes/pro/watchers Ticket watchers. classes/pro/notes Staff/private notes. classes/pro/signatures Agent signatures. classes/pro/app Mobile app settings, auth, and push token endpoints. classes/pro/advanced-email-piping Department-level email piping. classes/pro/integrations/woocommerce WooCommerce customer/order context. classes/pro/integrations/edd Easy Digital Downloads customer/purchase context. classes/pro/integrations/cpt Custom post type/product context. classes/pro/integrations/awecommerce AweCommerce customer/order/license context. classes/pro/integrations/slack Slack ticket event notifications. read more

Awedesk user roles are layered on top of WordPress users. ALSP_User recognizes admin, manager, agent, and client role values in alsp_users. WordPress administrators are treated as Awedesk admins. Capability inventory discovered from activation: | Capability | | — | | alsp_agent | | alsp_agent_department | | alsp_app_push | | alsp_assign_ticket | | alsp_assign_ticket_creator | | read more

Area Observed behavior Developer guidance Ticket bulk actions ALSP_Model_Tickets_Bulk::MAX_TICKETS is 100. Chunk bulk automation into 100-ticket batches or smaller. Chatbot Rate limiter uses per-user or per-IP transients when enabled. Defaults in source are 20 free requests, 100 paid requests, and 60 minutes per window. Treat chatbot calls as limited and show retry feedback from responses. read more

Every custom REST endpoint needs a narrow can_* permission method. Do not rely on hidden buttons or frontend state for authorization. Use WordPress nonces for browser requests and server-side capability checks for admin actions. Sanitize request values and escape output, including ticket bodies, imported email content, filenames, staff notes, and integration data. Treat email-piped content, read more

Scenario What to verify Custom REST endpoint Route appears under /wp-json/almightysupport/v1, methods map correctly, signed-out users receive expected denial, staff receive expected success. Ticket lifecycle automation New ticket, email-imported ticket, chatbot ticket, reply, close, reopen, assignment change, department change, and spam path all behave as expected. Frontend data extension Data appears only for authorized users read more