Addons

Every inactive support ticket is a customer waiting. Manually tracking and sending follow-up emails is a time-consuming and inefficient task that pulls your support staff away from helping other customers. Escalation Support Tickets Lite is the essential tool to solve this problem. It acts as a simple but powerful automaton for your support desk. Set your desired delay, create your follow-up messages, and let the addon take care of the rest. It ensures a consistent line of communication with your clients, reduces the chance of tickets being forgotten, and improves your overall support professionalism. Key Features: Automated Follow-up Engine: Set an initial delay for the first reply and a fixed interval for all subsequent follow-ups. Customizable Message Templates: Create multiple generic reply templates to keep your communication fresh. Smart Reply Cycle: The addon avoids sending the same message twice in a row to the same ticket. Status Control: Choose which ticket statuses trigger the automation and what status the ticket should be set to after a reply is sent. The Lite version is the perfect entry point for any business looking to save time and ensure no customer is left behind. Ready for more power? Upgrade to the Pro version to unlock an intelligent, context-aware engine that can also help with sales and provide direct support solutions!

An inactive ticket isn't just a waiting customer—it's a missed opportunity. It could be a chance to solve a problem before a client gets frustrated, or an opportunity to guide a potential customer to the perfect product. The Escalation Support Tickets Pro addon is your answer. It's not just an auto-responder; it's an intelligent assistant for your support and sales teams. The Pro version reads and understands the context of each ticket. Is it a sales question about "WordPress hosting"? The addon will find your WordPress hosting product and include a link. Is it a support request about "email setup"? The addon will search your knowledgebase and suggest the most relevant guide. This is the ultimate tool for saving time, dramatically improving the quality of your support, and unlocking hidden revenue from your sales inquiries. Key Pro Features: Intelligent Content Analysis: The addon reads the ticket subject and the latest client reply to identify keywords and understand the client's current needs. Automatic Knowledgebase Suggestions: For support tickets, the addon uses a relevance engine to find and link to the most helpful article in your knowledgebase, potentially solving the ticket with zero human interaction. Smart Product Recommendations: For sales tickets, it finds the most relevant product in your catalog and includes its name and a direct, SEO-friendly link in the reply. Advanced Automation: Make follow-ups feel more human by setting a random time window between replies and having messages come from a random admin in your selected list. Full Feature Set: Includes the Backup/Restore functionality and the Automatic Updater to keep your addon current with one click. Don't just automate your support—make it smarter. Upgrade to Pro and turn your support desk into a powerful asset for customer satisfaction and business growth.