Awesome Support - Public Tickets

This add-on for Awesome Support enables the creation of a searchable public archive of support tickets. Users can access selected tickets to find answers to common questions, reducing the volume of incoming support requests by allowing customers to self-serve through a knowledge base of previously resolved issues.

Key Features

• Public Ticket Archive - Create a searchable repository of selected support tickets that customers can access without logging in
• Search Functionality - Users can search through the public ticket archive to find answers to their questions
• Selective Publishing - Choose which tickets to make public, keeping sensitive or confidential tickets private
• Knowledge Base Integration - Transform existing support tickets into a functional knowledge base for customer self-service
• Reduced Support Volume - Decrease incoming ticket submissions by enabling customers to find solutions independently
• Cost Reduction - Lower support costs by decreasing the number of tickets that require staff response
• Customer Self-Service - Allow users to access information at any time without waiting for support staff responses
• Easy Management - Control which tickets appear in the public archive through simple administrative settings

Best For

This add-on is ideal for support teams that want to leverage their existing ticket history as a customer resource. It works well for organizations that receive repetitive questions and want to reduce support workload by enabling customers to find answers independently. It is particularly useful for businesses looking to improve customer experience while simultaneously reducing support costs through self-service options.