Awesome Support: Guest Tickets
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About Awesome Support: Guest Tickets
Someone with a problem doesn't want to create another password
People who write to support arrive in a hurry or annoyed, and the first thing they find is a registration form, a confirmation email and a password they will forget tomorrow.
Awesome Support: Guest Tickets removes that obstacle for the first ticket only. But it helps to understand something that is easy to miss: there are no anonymous tickets here. The plugin creates an account from the details the person provides, so your customer base keeps growing, just without forcing people to register before they explain what is wrong.
Awesome Support: Guest Tickets creates the account behind the scenes
When someone submits the form, the add-on does three things in a row:
- Creates a user account with the details entered.
- Creates the ticket.
- Logs the user out and redirects to a thank-you page.
If the email is already registered, nothing is duplicated: the person is asked to log in before opening the ticket. The usual ticket login screen includes a guest login section, so registered customers and guests follow a very similar flow. The only required setting is creating and assigning that thank-you page, and it is worth using it to explain what happens after the ticket is sent.
reCAPTCHA, privacy and emails: three settings to review
A form open to anyone attracts spam and junk registrations. The add-on includes several options to keep that under control:
- Optional Google Invisible reCAPTCHA.
- A pop-up window (lightbox) to show your privacy policy and terms of use.
- Control over who receives the new-user notifications generated by a guest, and an option to keep the guest logged in after sending the ticket.
Be careful with one more option: it lets you suppress password reset emails for new users. It suppresses them across the whole site, not just those from Guest Tickets. If your site has other user registrations, think it over before turning it on.
Is Guest Tickets worth adding to your Awesome Support?
It is an add-on: it needs the base Awesome Support plugin and does not work on its own. Nor does it turn your helpdesk into one without accounts, it only removes the registration step before the first ticket. If you just want a contact form with no users, this is not it. If you already handle support with Awesome Support and lose enquiries because of the registration barrier, it fits.
Does the customer end up with an account?
Yes. It is created automatically when the first ticket is sent, and the session is closed at the end, unless you enable the option to keep it open.
What happens if the email already exists?
The person is asked to log in before the ticket is created, so no duplicate accounts are generated.
Can I stop them from receiving password emails?
There is an option to suppress password reset emails for new users, but it affects the whole site, not just guests.
Does it work on multisite installations?
It includes settings designed for multisite, with some options specific to each site. Test it on your network before going live.
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Version history
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v
2.1.1 Current 16 May 2024
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Frequently asked questions
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GPL (General Public License) is the license under which WordPress and most premium plugins/themes are distributed. It grants you the right to use, modify and redistribute the software in as many projects as you want, with no domain restrictions.
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Depends on the plan. Monthly: 3 domains. Semi-annual: 7. Annual and Lifetime: 15. Individual purchase: 1 domain.
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GPLClub offers its own support for installation, configuration and compatibility. For direct support from the original author (feature requests, product-specific bugs), a license purchased from the author is required.
