Common Questions


How long does it take to set up my site?

Your site is usually set up within 24 hours.  If you answered the questions on the order form we will personalize your site using the answers you provide.

Where is my login information?

Your login information will be automatically emailed to you once we have set up and configured your site.  It will be in the form of a password reset link so you can your own password.

Please make sure that you whitelist the AWESOMESUPPORT.com domain in your email SPAM filters.

How can my customer submit their first ticket?

As configured, your customer can click the SUBMIT TICKET link at the top of your portal to submit their first ticket.  They will have to register an account or can create a ticket using the GUEST option.

Of course, you are free to create additional pages, links, buttons etc to completely personalize your support portal.

How can I add additional custom fields to my ticket form?

Send us an email with the names and types of the fields you would like to add and we will get it done for you.

Note that we can only add data-entry fields, not business logic.

Adding business logic is a paid customization service that starts at $100.00 per hour.

How can I add an FAQ?

Simply go to TICKETS->FAQ->ADD FAQ to create your first entry.

You can create new categories directly on the new faq form or, if you would like to pre-configure your FAQ categories you can do so using TICKETS->FAQ->CATEGORIES

How can I change my phone number and email address shown at the top of the portal?

Simply go to TICKETS->FAQ->ADD FAQ to create your first entry.

You can go to appearance->Customize->Header & Navivation->Header Elements to set or remove the phone number and email address shown at the top of your support landing page.

Email Handling

How Do I Configure The Content Of Emails?

The contents of emails can be configured by the administrator.


There are TEMPLATE TAGS that can be used to substitute for the contents of tickets.  The most common one is {message} which will insert the ticket message into the body of your emails.

Additional TEMPLATE TAGS can be found by clicking the HELP tab on the top right-hand side of the screen while you’re on the EMAIL tab.

How do I use my own branded support inbox?

You can create your own inbox on your email server and use it in place of the awesomesupport inbox.  Just setup the inbox on your server and then go to TICKETS->SETTINGS->Email Piping tab and make the changes there.

How do I allow users to open new tickets by email?

Go to the TICKETS->SETTINGS->Email Piping tab and set the UNASSIGNED email handling option.  Basically, this option tells Awesome Support what to do with emails it does not recongize.

How do I send a warning email before automatically closing a ticket?

Go to TICKETS->SETTINGS->Auto Close to set up your first warning email!


How can I use my own subdomain?

Open a support ticket and let us know what subdomain you would like.  We will reply with the information you need to update your domain / subdomain records.

How do I add my logo?

Send us your LOGO files in PNG or JPG format.  The file size(s) are as follows:

Main logo: 230x69px

How can I change the colors on my pages?

You have full control over the pages.  It is the DIVI theme so you can make any changes to the pages you like using.  Just go to PAGES and edit any page like you would a normal WordPress page.


What WordPress plugins are included?

1. All Awesome Support plugins are included.

2. Gravity forms DEVELOPER edition to allow you to create your own custom ticket forms.

3. DIVI theme and related plugins along with numerous sample layouts.

How can I add new plugins?

You cannot add just any random plugin.  Because this is a hosted managed system we only offer a small number of plugin options, each of which carry an additional fee (to cover our license cost).

WOOCOMMERCE is an additional $10.00 per month (unlimited agents) and includes more than a dozen of the most commonly used premium modules including subscriptions and memberships.

EDD is an additional $10.00 per month (unlimited agents) and includes more than a dozen of the most commonly used premium modules.

Please feel free to open a support ticket to ask for these to be added to your account and to suggest new plugins to use.  

Why can't I use your WooCommerce or EDD support plugin?

The Awesome Support WooCommerce And EDD plugins can only be used on the same WordPress installation as WooCommerce and EDD.  Unless you are running these stores on our hosted helpdesk service they cannot be used since they require direct access to the WC and EDD APIs and database.


What is your refund policy?

You can get a refund within 30 days of your initial subscription.


User receives "You do not have the capacity to open a new ticket"

It means that you probably added a user manually but did not assign them the proper security role.

Please make sure all manually added users are given the SUPPORT USER role in their user profile.

If that doesn’t fix the issue then please submit a ticket using the SUBMIT TICKET form.

Still need help? Send us a note!

For any other questions, contact us at [email protected]