This bundle contains separate documentation articles for administrators, end users, and developers working with Awedesk. Applies to: Awedesk / Almighty Support Pro 1.9.3 Audience Map Audience Use this part when Admin You configure Awedesk, manage staff, review operational screens, or handle privacy requests. End User You are a customer, client, agent, manager, or staff member read more

This part is for site owners, administrators, support leads, and operations staff who manage Awedesk from WordPress admin screens. It focuses on setup, daily administration, privacy, and troubleshooting through visible screens and buttons. Admin Responsibilities Keep support pages assigned and visible to the right audience. Decide whether visitors can continue as guests, register, reset passwords, 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

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 credit should read more

1. Go to WordPress admin > Awedesk > Settings. 2. Open Accounts & Security. 3. Enable or disable sign-in with username. 4. Enable or disable Continue as guest. 5. Enable or disable the Forgot password link. 6. Enable or disable the Register link. 7. Save settings. 8. Open the customer support page while signed out read more

1. Create your ReCAPTCHA site key and secret key in Google ReCAPTCHA admin. 2. Go to WordPress admin > Awedesk > Settings. 3. Open Accounts & Security. 4. Turn on ReCAPTCHA. 5. Paste the site key. 6. Paste the secret key. 7. Enable the global ReCAPTCHA domain option only if Google services are blocked for read more

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 a specific read more

1. Make sure the person already has a WordPress user account. 2. Go to WordPress admin > Awedesk > Agents. 3. Add or edit the staff member. 4. Choose the Awedesk role: agent, manager, or admin. 5. Assign the departments this person can handle. 6. Save changes. 7. Ask the staff member to open the read more

1. Go to WordPress admin > Awedesk > Labels. 2. Create labels that match triage or reporting needs. 3. Use short names that staff can scan quickly. 4. Avoid creating too many labels for the same meaning. 5. Save each label. 6. Train staff to apply labels consistently from the ticket sidebar. read more

1. Go to WordPress admin > Awedesk > Predefined Replies. 2. Select the add option. 3. Give the reply a clear title. 4. Write the response text the staff member should insert into a ticket. 5. Keep the reply helpful but leave room for staff to personalize it. 6. Save the reply. 7. Ask staff read more

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 a customer. 8. read more

1. Go to WordPress admin > Awedesk > Mail Queue. 2. Narrow or sort the list if your screen provides controls. 3. Look for recently queued messages after creating or replying to a ticket. 4. Check failed or stuck items. 5. Confirm the recipient, subject, and created date match the expected ticket activity. 6. If read more

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 long survey links remain read more

1. Go to WordPress admin > Awedesk > Dashboard to review overall satisfaction activity. 2. Open Survey Responses if that screen is available in your build. 3. Narrow responses by status, rating, or search terms. 4. Open the related ticket when a response needs follow-up. 5. Use pending response actions only for surveys that should read more

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 tickets created from read more

1. Open the Spam Quarantine screen when email import is enabled. 2. Review each sender, subject, reason, and created date. 3. Open a record before releasing it if the message might contain unsafe content. 4. Release only messages that should become tickets or replies. 5. Block senders that are clearly unwanted. 6. Allow senders only read more

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 page with a read more

1. Confirm the related plugin or service is already installed, connected, and working. 2. Go to WordPress admin > Awedesk > Settings. 3. Open the Integrations area. 4. Enable only the integrations needed by your support workflow. 5. For commerce integrations, confirm staff should see purchase or account context while handling tickets. 6. For Slack, 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

This part is for customers, clients, agents, managers, and support staff who use Awedesk from the support screen. It explains visible workflows and everyday actions. Customer articles explain how clients create tickets, reply, find old requests, manage preferences, and complete surveys. Staff articles explain how agents and managers work queues, reply, assign, label, close, and read more

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. Wait for the ticket read more

1. Open the support page. 2. Select the option to create a new ticket. 3. Choose the department that best matches your request, if departments are shown. 4. Enter a short subject that describes the issue. 5. Write the full message with the details support will need. 6. Add attachments if the form allows them read more

1. Open the support page. 2. Open the ticket from your ticket list. 3. Read the latest staff message. 4. Write your reply in the reply area. 5. Add attachments if needed. 6. Submit the reply. 7. Wait until the reply appears in the conversation before closing the page. read more

1. Open the support page. 2. Use the ticket list to view your active requests. 3. Use available list views to switch between open, answered, pending, closed, or other visible lists. 4. Use search if it is available. 5. Open the ticket by selecting it from the list. 6. Use recently viewed tickets if you read more

1. Open the ticket. 2. Use the close option when the issue is solved. 3. Confirm the close action if asked. 4. If the problem returns, open the closed ticket. 5. Use the reopen option if it is available. 6. Add a new message explaining what still needs help. 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

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. read more

1. Open the support page while signed in. 2. Open Preferences. 3. Open the Privacy area if it is available. 4. Choose the data export request option to request a copy of your support data. 5. Choose the deletion request option only when you want eligible personal support data removed or redacted. 6. Check your 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

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. Reply, reassign, relabel, or read more

1. Open the ticket. 2. Review the latest customer message. 3. Select a saved reply if one fits the situation. 4. Edit the message so it answers this customer specifically. 5. Add attachments when helpful. 6. Confirm the ticket assignment is correct. 7. Submit the reply. 8. Confirm the new message appears in the ticket read more

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 the correct staff view. read more

1. Open the ticket. 2. Find the department area. 3. Choose the new department. 4. Confirm the change. 5. Check the assigned staff member after changing departments because routing may change. 6. Add a note or reply if the customer needs to know the ticket was moved. read more

1. Open the ticket or client sidebar. 2. Find the label area. 3. Add labels that describe the issue, priority, product, or customer segment. 4. Remove labels that no longer apply. 5. Keep labels consistent so queue views and reporting remain useful. read more

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. read more

1. Use the private information area only when the customer must share sensitive details for support. 2. Do not ask for passwords unless there is no safer alternative. 3. Remove or avoid sensitive details once they are no longer needed. 4. Close the ticket only after confirming the sensitive detail handling matches your support policy. 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

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 ticket. read more

1. Open the ticket. 2. Use the spam option only when the request is unwanted or abusive. 3. Use the trash option when the ticket should be removed from normal work queues. 4. Confirm destructive actions when prompted. 5. Review trashed tickets before emptying trash. 6. Do not empty trash until you are sure no 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

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

Surface Identifier Source Shortcode [awedesk] classes/frontend/assets.php:60 Shortcode [almighty_support] classes/frontend/assets.php:59 Block alsp/block classes/frontend/assets.php:44 All discovered shortcodes: Shortcode Source [almighty_support] classes/frontend/assets.php:59 [alsp_{$shortcode}] classes/boot/component.php:58 [awedesk] classes/frontend/assets.php:60 All discovered blocks: Block Source alsp/block classes/frontend/assets.php:44 alsp/{$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 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

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

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

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 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