Custom Fields in Fluent Support

To learn how to use Custom Fields on your customer Support Portal in FluentSupport, follow the steps with screenshots below —

Go to Global Settings or Settings from the Fluent Support Dashboard, select Custom Fields, and click + Add New Filed.

Choose the Field Type from the dropdown menu that suits your needs and click the Add button and a popup page will appear.

You will get the following Field Types from the Dropdown List –

• Single Line Text: Used for one-liner entries
• Multi-Line Text: Used for descriptive information
• Numeric Fields: Used for numerical inputs
• Select Choice: Used for multiple fixed inputs as choices
• Radio Choice: Used for radio button choices
• Checkboxes; Used for multiple/single tick inputs

You will also get all your Integration related Field Types from the Dropdown List –

For example, as I’ve integrated WooCommerce with Fluent Support in this site, it is showing WooCommerce related two Field Type from where I can choose anyone according to the needs.

Now, configure all the additional fields according to your necessity and click the Add button.

You will get the following Fields on the Add New Custom Field popup page–

• Public Label: Used to name the field for general users in the Fluent Support interface.
• Admin Label (Optional): These are similar to Public labels but are only visible to Administrators.
• Slug (Optional): Slugs can be used to call up custom fields in code.
• Placeholder: This is the default text that will appear as instruction until any input is entered in the field.
• This is an agent only field: Use this to visible the Custom Field only to support agents.
• Enable Conditional Logic: Use this if you want any field to show only in specific situations based on specific conditions that you will set.
• Required: Use this to make the Custom Field mandatory for users to submit their tickets.

Here, you will get the following Options to set Conditions.

• Ticket Title: Content entered in the ticket title field
• Ticket Content: Content entered in the ticket body
• Ticket Client Priority: Priority status set by Client, i.e., Customer.
• Selected Product or Service: Product or Service as declared by the customer.
• Existing Custom Fields: Any custom fields that you’ve created before.

For example, I set the condition as “Ticket Title that contains Forms word”. Now, when the users will open a Ticket that contains Forms word, only they will see this Username custom field in their Ticket Submission Form.

• You can set Multiple Conditions by clicking the Green Plus Icon or Delete any existing Conditions by clicking the Trash Icon.
• Also, you can customize the logical outcome by selecting whether to function if Match all conditions or Match any conditions.

Once you’re done with all the configuration, click Add.

Here, you can see the Custom Field has been added to the Fluent Support Portal.

If you have any further questions, concerns, or suggestions, please do not hesitate to contact our @support team. Thank you.

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Add More Attachment Types

To learn how to add more attachment types, follow the steps with screenshots below —

You can add more attachment types using the “fluent_support/mime_groups” filter and the “add_filter” hook.

For example, I added the “HTML” file type here by using the following Shortcode.

You can easily add this code to your site using a code snippet plugin.

We recommend using FluentSnippet for a seamless experience on your WordPress site. However, feel free to use any snippet plugin of your choice.

Steps to Add the Code Snippet:

1. Open FluentSnippet and click on the Create Snippet button.
2. Paste the following code into the code editor field.
3. Once done, Publish the snippet to activate it.

// Add a new MIME group to Fluent Support
add_filter('fluent_support/mime_groups', function ($mimeTypes) {
    $mimeTypes['html'] = [
        'title' => __('HTML', 'fluent-support'),
        'mimes' => [
            'text/html',
        ],
    ];

    return $mimeTypes;
});

Now, you can see an “HTML” file type is added to the Accepted File Types under the Fluent Support’s Settings or Global Settings.

Also, if you want to make any changes in any of the existing file types, you can do it by using the “fluent_support/mime_groups” filter and the “add_filter” hook.

For example, I make changes to the Photos (Image) file type here by using the following Shortcode.

// Add a new MIME type to the existing MIME groups in Fluent Support
add_filter('fluent_support/mime_groups', function ($mimeTypes) {
    $mimeTypes['images']['mimes'][] = 'image/avif';
    return $mimeTypes;
});

If you have any further questions, concerns, or suggestions, please do not hesitate to contact our @support team. Thank you.

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Close Ticket Silently

To learn how you can close your ticket silently using Fluent Support, follow the steps with the screenshots below —

First, go to your Fluent Support and click on Tickets

Now go to your desired ticket section from My Tickets, All Tickets, Unassigned, or Bookmarks

Open the specific ticket you want to close silently and click on the Three dot Icon next to the mailbox option.
Now, select Close Ticket Silently and a confirmation message (Ticket has been closed) will appear that only you can see.

You can also see that the ’Ticket has been closed’ if you return to this ticket.

If you have any further questions, concerns, or suggestions, please do not hesitate to contact our @support team. Thank you.

The post Close Ticket Silently appeared first on Fluent Support.

Automatic Ticket Closing

To learn how to close tickets automatically using Fluent Support, follow the steps below —

First, go to your Fluent Support and click on Settings.

Select Auto Close Settings from the left sidebar and check the “Enable Auto Closing Inactive Tickets” to close the ticket automatically.

If you enable this feature, Fluent Support will automatically close tickets that match selected criteria in the background every hour.

Configuration Set

After enabling the auto-closing settings, a handy configuration set will appear that you can use to include or exclude tickets that will be automatically closed.

The Screenshot below shows the whole configuration set visually

Always press Save Settings after finishing all the configuration in your Auto Close Settings to save it. Otherwise, the changes you have made will not occur.

A brief explanation of the settings shown in the screenshot above is given below —

Inactive Days For Tickets That You Want to Close Automatically

Set inactive days for tickets that you want to close automatically. As you can see, I set 15 days i.e., it will search for tickets which are not been updated for the last 15 days. You can set your value that is appropriate for your workflow.

Don’t Close If the Customer Is Waiting For a Response

Maybe you don’t want to close any ticket where the last response is from the customer and waiting for the agent’s response. In this case, enable this option.

Close Tickets Based On Tags

You may close tickets automatically if a ticket is included in a tag, or you don’t want to close a ticket if it’s in the specific tag. In this case, use the settings shown below.

Close Tickets Silently (no email or events will be fired)

If you don’t want to trigger emails or notifications when closing the tickets automatically, you can enable this checkbox.

Don’t Close Bookmarked Tickets

If you don’t want to close the tickets automatically that are bookmarked, you can enable this checkbox.

Add Custom Response When Closing The Ticket

When closing the ticket automatically, you may want to notify your customer. In this case, enable this checkbox. Here, you can customize the notification message using the Shortcodes, and you can also use saved replies using the Templates option to meet your requirements.

If you have any further questions, concerns, or suggestions, please do not hesitate to contact our @support team. Thank you.

The post Automatic Ticket Closing appeared first on Fluent Support.

Agent Specific Tickets (My Tickets)

To learn where you can find this “My Tickets” feature, follow the steps with screenshots below —

Go to your Fluent Support Dashboard & click on Tickets.

Now, click on My Tickets and you will see a list of tickets that are assigned only for you.

You can also Filter, Sort, and Search all your tickets if needed. My Tickets work the same as All Tickets. To learn more about how this works, read this Documentation.

If you have any further questions, concerns, or suggestions, please do not hesitate to contact our @support team. Thank you.

The post Agent Specific Tickets (My Tickets) appeared first on Fluent Support.

Bookmarks

To learn how you can Bookmark your tickets using Fluent Support, follow the steps with the screenshots & GIF below —

First, go to your Fluent Support and click on Tickets

Now go to your desired ticket section from My Tickets, All Tickets, Unassigned, or Bookmarks

Open the specific ticket you want to bookmark and click on the Three dot Icon next to the mailbox option.
Now, select Add Bookmark and a popup page will appear on the top.

You can assign single or multiple support staff to the ticket using the dropdown list. After selecting the support staff, click the Add button and the ticket will be bookmarked & stored under the Bookmarks section on the left sidebar.

The support staff (agents) will also be bookmarked on the right side of that ticket.

You can add more support staff (agents) by clicking on the + Plus Icon.

If you have any further questions, concerns, or suggestions, please do not hesitate to contact our @support team. Thank you.

The post Bookmark Tickets appeared first on Fluent Support.

Bulk Actions

To learn how you can perform various Bulk Actions in Fluent Support, follow the steps with the screenshots & GIF below —

First, go to your Tickets under Fluent Support Dashboard.

Now go to your desired ticket section from My Tickets, All Tickets, Unassigned, or Bookmarks

To access the bulk action, check the entries on the left and a popup will appear with icons.

Each Icon performs a certain action in bulk. With the bulk actions what you can perform is explained below –

• a) Add Reply: You can add Replies to all the selected tickets in bulk at once.
• b) Assign Agent: You can Assign Agents to all the selected tickets in bulk at once.
• c) Add Tags: You can apply Tags to all the selected tickets in bulk at once.
• d) Close Tickets: Using this you Close all the selected tickets in bulk at once.
• e) Delete Tickets: Using this you Delete all the selected tickets in bulk at once.

Also, you can select all the tickets in bulk at once or individually based on your needs.

If you have any further questions, concerns, or suggestions, please do not hesitate to contact our @support team. Thank you.

The post Bulk Action in Tickets appeared first on Fluent Support.

How to Create Tickets on Behalf of the Customer

To learn how to create tickets on behalf of the customer, follow the steps with the screenshots below —

Go to your Fluent Support Dashboard & click on Tickets.

Click on the + Add Ticket button in the top left corner of the Tickets tab and a pop-up page will appear for creating a ticket.

You can reach your customer here by entering the customer’s name or email address into the search box.

But, if the search fails, you can tick the checkbox “Could not find a contact? Create a new one” to add a new customer to your list.

After clicking the Create a new one, you will need to provide the necessary information about the customer and once you are done, click on the Next button to proceed.

Here, you need to fill up the required fields with the customer’s details and requirements about the ticket.

Once you are done, click on Create Ticket to add the ticket on behalf of the customer.

A brief explanation of the settings shown in the screenshot above is given below —

• Selected Contact Details: Here, you will find the name & email of the customer on whose behalf you opened this ticket.
• Select Business: Here, you can select Business Inbox from the dropdown to specify the mailbox where this ticket should open.
• Subject: You can add the subject to your ticket here.
• Ticket Details: Here, you can add appropriate ticket details using this Text editor. And, to know the details about the Templates setting located in the left corner under Ticket Details, click here.
• Click to Upload: Using this setting, you can attach files with your ticket which can be Photos, CSV, PDF/Docs, Zip, and JSON.
• Related Product/Service: Here, you can select your relevant Product Name, for example. Fluent Support, Fluent CRM, and so on.
• Priority: Also, you can choose the ticket’s priority level; there are three priority levels; Normal, Medium & Critical.

If you have any further questions, concerns, or suggestions, please do not hesitate to contact our @support team. Thank you.

The post Creating A Ticket On Behalf Of The Customer appeared first on Fluent Support.

To view the Front End Agent Portal, you must have the Fluent Support Pro Add-on installed and activated on your WordPress site. To learn how to install and activate the Fluent Support Pro Add-on, click here.

Front End Agent Portal

To learn how to view the frontend agent portal, follow the steps with screenshots below —

Agents can view the Frontend page of the Fluent Support Portal using this Shortcode.

[fluent_support_admin_portal]

Additionally, you have to change the Base URL of your Agent Support Portal by adding the following code to your child theme’s functions.php file or using any code snippet plugin.

We recommend you use the FluentSnippets the high-performance file-based custom code Snippets Plugin.

add_filter('fluent_support/portal_admin_base_url', function($url){ $url = 'https://your-forntend-support-page-fullurl/#/'; return $url; });

It’s necessary to change the base URL because when you get notifications, the ticket view link will be generated from this base URL; by default, it’s the admin site URL.

Remember when using the above-mentioned shortcode, Use your Site’s URL.

You can also add this snippet to your main theme’s functions.php file. But, using the child theme’s functions.php or a code snippet plugin is recommended. Otherwise, this snippet will be overwritten when you update your main theme.

Your Front End Agent Portal will appear as the screenshot shown below —

If you have any further questions, concerns, or suggestions, please do not hesitate to contact our @support team. Thank you.

The post Frontend Agent Portal appeared first on Fluent Support.

Filtering, Sorting, And Searching Tickets

To learn how to Filtering, Sorting, And Searching Tickets, follow the steps with the screenshots below —

Go to your Fluent Support Dashboard & click on Tickets.

After going to “Tickets” you will find various options for filtering and sorting your tickets.

A brief explanation of the settings shown in the screenshot above is given below —

1. Status

The Ticket status displays the current state of the tickets, indicating whether a ticket is resolved or not. The status updates automatically e.g., if an agent closes a ticket, the status will be marked as Closed. Similarly, a new ticket will have the status New. All the available statuses are – Open, Active, Closed, New, and All.

Custom Ticket Status

Fluent Support allows adding custom ticket statuses to the dashboard using Fluent Support’s Filterhook feature. This feature helps support teams prioritize tickets effectively and manage their workload by sorting them based on custom status.

To create a Custom Status, go to functions.php & add the code given below which you can also customize according to your requirements —

add_filter(‘fluent_support/ticket_status_groups’, function($statuses){

$statuses[‘unread’] = [‘Unread’];

return $statuses;

});

2. Inbox

This filter allows you to filter the tickets based on your Business Inboxes. If you have multiple business inboxes, then you can filter those from here.

3. Product

This option lets you filter the tickets based on the type of Products. By clicking on the dropdown, you can choose your preferred product. Then, a list of tickets will appear with the particular assigned product.

Active Tickets for Products

Now, you’ll also be able to identify which products generate the most tickets and manage agents. and you can do this with the help of Active status. To do this, go to the All tickets → Active button & search for your desired Product in the Product field.

4. Support Staff

Using the Support Staff setting, you can filter the tickets depending on the Support Agent i.e., only those tickets will appear which are assigned to a particular agent.

5. Priority(Admin)

This setting allows you to filter the tickets based on the priority set by the admin/support agent. There are three levels of priority available: Normal, Medium & Critical. Remember, that the tickets will be filtered here by the priority level set by the Admin.

6. Priority (Customer)

This setting allows you to filter the tickets based on the priority set by the customer. There are three levels of priority available: Normal, Medium & Critical. The tickets will be filtered here by the priority level set by the Customer.

7. Tags

This option allows you to filter the ticket based on the tags. By clicking on the dropdown, select your preferred tag. Then, a list of tickets will appear with the particular tag assigned.

8. Search

This setting allows you to easily search for a ticket by typing a relevant keyword. But, if you want to search more precisely, you need to use some specific parameters before the search term.

Here is a list of available search parameters –

• Title: Search any tickets based on the ticket title.
• Content: Search any tickets based on the ticket content.
• Id: Search any tickets based on the Ticket ID.
• Customer_id: Search for any tickets using the customer ID. To do this, enter the customer ID in the following format: example: customer_ID: 29. This will display a list of tickets opened by that specific customer.

9. Waiting for Reply

You can turn on this option to view the tickets that are currently waiting for a reply. If a customer opens a new ticket or replies to a particular ticket, then it will show up when filtering using this option.

10. Reset Filters

The Reset Filters button allows you to set the tickets filter to its initial state again. All the filters you apply will be removed, and the filtering will return to the default state.

11. Sorting Tickets

Fluent Support also allows you to Sort the tickets with its default sorting options. Here, you can view tickets based on the categories available.

Given below are the current categories by which you can sort the tickets –

• Ticket ID
• Product ID
• Priority
• Client Priority
• Title
• Last Agent Response
• Last Customer Response
• Waiting Time
• Response Count
• Created At

If you have any further questions, concerns, or suggestions, please do not hesitate to contact our @support team. Thank you.

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