We’re back with another exciting update—Fluent Support 1.8.7! This time, we’ve focused on refining the UI and UX of our customer support portal to provide a smoother, more intuitive experience for both support agents and customers.

Before diving into the update, we’re thrilled to share a major milestone—Fluent Support is now powering over 10,000 businesses! This makes us the #1 helpdesk plugin for WordPress, and we couldn’t have done it without your incredible support. Thank you for trusting us to streamline your customer support experience.

Our journey to building the most efficient and user-friendly help desk solution continues, and this update brings improvements that make navigating the support portal even easier for your customers.

We also want to acknowledge that, along the way, we’ve received valuable feedback from our users regarding certain bugs and usability concerns. We take customer feedback seriously and are committed to continuously improving Fluent Support. Every update is designed with your needs in mind, ensuring this plugin gets better day by day.

Let’s take a closer look at what’s new in this release!

UI update for Customer Support Portal

The Navigation of customer support portal is now smoother, cleaner, and more visually appealing. We’ve introduced a simple, easy-to-navigate, and eye-relaxing interface to enhance your support experience. To keep things clean and easy on the eyes, we’ve applied a balanced black-and-white color scheme.

This is just the beginning! We are gradually rolling out UI/UX improvements across the entire Fluent Support platform to ensure a seamless and modern support experience. Stay tuned for more updates in upcoming versions. Update your Fluent Support plugin today and enjoy a fresh, optimized support portal.

Let’s overview our new UI for the Customer Support Portal.

All Tickets page

The Create Ticket button is now placed in the top right corner, slightly separated from the main content to improve navigation and make it easier to spot. In our previous version, “Create Ticket” button was within the main page which is less distinguishable from the filter options.

The ticket filter options (All, Open, Closed), All Products, Ticket Sorting Option, and Search Option are now neatly aligned within a single line for a streamlined and cohesive layout. In earlier versions, these filtering options were somewhat cluttered and disorganized, with elements positioned unevenly.

Under the ticket filtering section, we’ve adjusted the order of Conversation, Date, and Status within the ticket list for better clarity. Previously, the sequence was Conversation, Status, and Date.

We’ve also improved the usability of our pagination controls. It’s in the bottom of the ticket list of the support portal.

At the bottom left of the ticket list, customers can now choose how many tickets they want to display per page—10, 20, 50, or more—based on their preference. And, on the right of it, your customers can navigate pages seamlessly with an improved page selection system.

Note: If you want to add a Logout button to this page, you can paste the following shortcode. Here is the shortcode: [ fluent_support_portal show_logout = yes ]

When you paste this shortcode, a logout button will appear (under the three dots) in your customer support portal page right beside the “+ Create Ticket Button”.

Submit a Support Ticket page

The Submit Support Ticket page has also received a UI overhaul which makes it more intuitive and user-friendly for your customers. Actually, we have made pretty changes in alignment and position on this page.

Your customers can now submit tickets effortlessly by filling out the Subject field, providing Ticket Details, adding Attachments, selecting the Related Product, and setting the Priority level.

The improved form layout ensures clarity, reducing any confusion when submitting support requests.

Previously, the input sequence followed this order: Related Product, Subject, Ticket Details, Click to Upload (now named as Add Attachments), and Priority—with the Priority and Click to Upload fields positioned on the same line. In the new UI, the Create Ticket button remains at the bottom of the page but has been shifted from the left to the right for better alignment.

Specific Ticket Page

The Specific Ticket Page allows your customers to view and manage individual tickets with greater clarity. When a customer clicks on a ticket from the All Tickets Page, they are directed here to access the full conversation history of that ticket.

So, you could say it’s the core of the portal for interacting with the customer support team. That’s why we have worked on it to make the interface and UX even better.

The updated UI of this page ensures a structured and organized layout to make it easier to follow the conversations.

In the first part of this page, customers will get an overview of the ticket ID and the ticket title, as well as the current status of the ticket. Below this, they will find the Product Name (under which the ticket was created), along with the Refresh and Close Ticket buttons.

In the previous versions of Fluent Support, all these options were crammed into a single row including the “All” ticket button. Now in the latest UI, we separated the “All (ticket)” button in the top left corner of this page and renamed it as “Back to All Tickets”.

Following this, a message notification will appear: “This ticket is Private. Only you and official support agents can view this conversation.” After that, the ticket reply section is available. Your customer could remove the notification message simply by clicking the cross button available after the text (in case this one bothers your customer).

In the previous versions, the notification message was placed after the Write a reply section (not right after).

An “Add Attachment” button will appear when customers will click on the reply section button form where they could attach file types like Photos, CSV, PDF/Docs, Zip, JSON, and more according to their preferences.

Previously, this option was labeled “Click to Upload” and was always visible under the reply section. But in the updated version, when a customer clicks on the reply section box, this option will appear only.

Same goes for the “Reply Close” and “Reply” button. When a customer clicks on the reply section box, these two options will appear only. In the previous version “Reply Close” was in the check box form. Here a customer needed to check the “Close Ticket” option then needed to click on the reply to close the ticket immediately after the reply.

Finally, the conversation history between customers and support agents is displayed at the bottom, along with timestamps for easy tracking of interactions.

Customer Portal (Gutenberg Block)

With the new Customer Portal Gutenberg Block, creating, designing, and customizing your customer portal is now easier than ever. We’ve refined the UI to make it more intuitive and seamless to use.

After adding the Customer Portal via the Gutenberg block, clicking on it will display a customization panel (in the block) on the right side of the page. This panel provides multiple options to fine-tune every element of the support portal according to your needs.

To enhance the user experience, we’ve also introduced tooltips that provide helpful guidance while customizing and designing the portal within the block editor. These improvements ensure that setting up and managing the customer portal is now more streamlined and user-friendly.

A few bug fixes

Now, take a look at the bug fixes and improvements that we’ve worked on in this version.

Image upload issues in the network site

Our users were facing difficulties pasting images on network sites. Previously, pasted images failed to upload, causing inconvenience. Now, users can smoothly paste images without any errors.

Customer information update issue

We have taken care of the issue where you couldn’t edit customer information if the customer didn’t have a name. When the name field was left empty, you couldn’t click to edit the details. To fix this, we’ve added “N/A” instead of an empty name. Now, you can click “N/A” and easily update the customer’s information.

Attachment issue in Fluent Forms

We’ve fixed an issue where attachments in Fluent Forms wouldn’t show up correctly in Fluent Support when set to store files in the WordPress media library. Previously, when a user submitted a form with an attachment, the file didn’t appear in the created ticket. Now, attachments are properly saved and linked in the media library, so they’ll appear in the ticket as expected.

We’ve fixed an issue where media file attachments weren’t properly added when creating a ticket through Fluent Forms.

Permission withdraw issue

The problem with withdrawing agent permissions has been resolved. Previously, when you deselected a main permission category option, only the first sub-option would be deselected, while the others stayed selected. You had to deselect each one manually. Now, when you deselect a main category permission option, all the sub-options under it will be deselected automatically.

Custom field enhancements

We’ve improved the custom field options to prevent blank values and give users more control. Previously, users couldn’t delete any added options when adding a new field type like radio choice, select choice, or checkboxes. If they wanted to remove an option, they had to leave it empty, which caused blank values to appear on the customer portal.

We’ve added a delete option for the field value options to fix this. Users can now delete unwanted options. Additionally, empty field value options can no longer be saved, as we’ve prevented them from being saved empty.

Duplicate actions in workflow automation

We’ve resolved a bug in the workflow automation’s action. Previously, when you added an action to a workflow, it was duplicated automatically. As a result, the same task was executed twice, leading to unnecessary or repeated actions.

This issue has now been resolved.

Advanced filter issues

Our users encountered some issues when filtering tickets using the advanced filter option. Some specific property’s items, and conditions weren’t working properly that leads to incorrect or unexpected results.

Our developer team successfully fixed these bugs to ensure all filter properties, property’s items, and conditions function as expected. Now, filtering tickets works smoothly, which makes it easier to find the exact tickets you need.

Agent Assignment Restriction

Our users encountered an issue where agents remained restricted from a business inbox even after a ticket was moved. If an agent was restricted from Business Box A, they couldn’t be assigned to a ticket in that inbox, which was expected.

However, when the ticket was moved to Business Box B, the restriction still applied, even if the agent wasn’t restricted from Business Box B.

It’s all sorted now. From now on, when a ticket is moved to a different business inbox, agent restrictions will update correctly. If an agent isn’t restricted from the new inbox, they can be assigned without any issues.

WooCommerce product display issue

We fixed an issue where WooCommerce products were not showing up properly in the ticket dashboard. Support agents can now see a customer’s full purchase history without any missing items.

Wrapping up

The Fluent Support team is dedicated to making your customer support experience seamless, efficient, and intuitive. With this update, we’ve enhanced the Customer Portal UI to give both you and your customers a smoother, more customizable support journey.

Every improvement we make is driven by your feedback. We truly appreciate your suggestions and bug reports, as they help us refine Fluent Support with each update. So, keep sharing your thoughts—we’re listening!

That’s all for now, but we’ll be back soon with more exciting updates.

Happy supporting!

The post FluentSupport 1.8.7: Introducing a Sleek New UI for Customer Portal appeared first on Fluent Support.

However, an update has been due for Q4 and it’s ready now.

Before the update though there’s some good news we’d like to share. We’ve hit 9000+ active installs on the repository. We’re very close to achieving our goal with Fluent Support. Let’s make Fluent Support into the industry standard for WordPress and a market leader for self-hosted support.

Note: We’ve begun updating the UX for Fluent Support. We’ve published a thread on our Facebook User Group. You can comment your suggestions and issues on this post. Thanks for helping make Fluent Support even better. We’ve published our Year in Review post for 2024! Go check it out to know more about what’s next on Fluent Support.

Keeping with our goal, here’s v1.8.5!

Features and Fixes

We’ve got 3 major feature updates in this release along with 11 bug fixes. Without delay, let’s get into it cause the features are exciting to say the least.

Features

Agent Time Tracking

It’s now possible to track time spent on tickets for agents. This is a managerial feature perfect for businesses wanting to tokenize customer support and offer premium support.

Time tracking works for logging time spent on individual tickets. Agents can set estimated times to clear tickets and then run the clock as they work on them.

When they are done they can simply add the time elapsed on the ticket. The difference between estimated and actual time will be shown in the reports for agents.

In many cases it’s the self-reported value that may provide some inaccuracies, but it can be mitigated with logging policy and time evaluation.

Updated email parser

The email parser used in the email piping feature has been refactored. Many users reported that email providers were flagging support emails and spam and the forwarding broke as a result.

The parser has been refactored to check back on the forwarding account every 30 minutes to fetch any tickets that were flagged or blocked due to email parser formatting.

Saved Filters

Many users have requested a function to save the advanced filters for agents. Well now it’s possible. Agents can save one filter preset each.

This means you won’t have to filter tickets every time you log in. You can just apply the saved preset and have your tickets sorted on the fly.

Keyboard shortcuts

Keyboard shortcuts save a lot of time for agents. That’s why we’ve added shortcuts for most of the frequently used features on Fluent Support. These include,

• Ticket – Advanced filter toggle
• Ticket – Refresh
• Tickets – Create Ticket
• Tickets – Reset filter
• Tickets – All Tickets
• Tickets – My Tickets
• Tickets – Unassigned
• Tickets – Waiting for reply
• Tickets – Bookmarks
• Ticket Reply – Reply
• Ticket Reply – Personal note
• Ticket Reply – Merge
• Ticket Reply – Bookmarks
• Ticket Reply – Refresh

Check out our documentation for details.

Bugs fixed

Rich text editor reverted to a normal editor

Some users complained that the rich-text editor on the Customer Portal was reverting to normal-editor on reload. Well that’s been fixed.

Unexpected Number Appended to JSON or TXT File Names

The unexpected number being added has been fixed.

Bug in Recaptcha

Fixed the reCaptcha issue on the customer portal.

Bug In WorkFlow

The workflow action issue with Titles has been mitigated.

If anything is embedded after reloading, it appears in preformatted form in the reply message

The reload function was resetting some of the formatting and showing pasted content in existing format. This has been updated. Now, embedded content will retain formatting regardless.

Compatibility Issue With Sequential Order Plugin

The compatibility issue was reported by some users. We’ve fixed and improved the compatibility.

The 404 page not showing 

After putting a wrong ticket number in the ticket view URL the 404 error was not showing. It’s been changed to now handle properly.

Once a ticket is closed, any notes within the ticket will become non-editable.

This is an improvement for the existing Internal Notes feature. Upon closing a ticket the Note edit option will become disabled.

Restricted agents can be assigned to a mailbox 

Through the ticket dashboard’s bulk action feature, it was possible to add restricted agents to inboxes that they technically didn’t have access for. It’s been fixed so restricted agents cannot be assigned beyond their access level.

Other fixes

• Some users faced error notices when loading the customer portal. It’s been resolved and now the errors simply do not occur.
• Email verification message translation and verification message hooks have been refactored.
• Displaying some error when the customer portal loads have been resolved.

Wrapping Up

Many of the requested features weren’t included in this version. However, the dev team is working hard and fast to develop the features you’ve requested.

That being said, the email parser issues were a major concern for a lot of users. So we put in extra effort to get it fixed within this release. Many users requested the CC forwarding for email piping. While that wasn’t possible in this release, we’re hopeful it will be available with the next release.

The post Fluent Support 1.8.5 – Agent Time Tracking, Email parser and more appeared first on Fluent Support.

From surpassing significant milestones that showcased the trust our community places in us, to introducing cutting-edge features that redefined customer support in WordPress, every step has been transformative.

2024 wasn’t just about numbers; it was about connections. We deepened our relationships with users, collaborated with thought leaders in the industry, and embraced feedback that drove meaningful improvements.

It was a year where challenges became stepping stones, and every achievement was a collective win for the entire Fluent Support family.

To put things in perspective, it was an eventful year for WPManageNinja too, because we released 2 fresh new plugins for you people!

Fluent Boards – The new standard of project management – on WordPress

Fluent Community – The Social Media and Forum community plugin WordPress has been waiting for

Join us as we look back on the highlights that defined this year—moments of triumph, groundbreaking updates, and milestones that wouldn’t have been possible without our incredible community. Let’s celebrate the journey and the foundation it lays for an even brighter future!

By the Numbers

Active Installs: 9,000+

It’s only year #3 for Fluent Support and we hit an incredible milestone of over 9,000 active installs! This growth is a testament to the trust businesses worldwide have placed in Fluent Support to handle their customer support seamlessly.

To put things into perspective, one of the most popular WordPress support plugins took seven years to achieve 10,000 active installs. Meanwhile, several new plugins attempted to replicate Fluent Support’s remarkable first-year success but managed to attract only a few hundred users.

100,000 Tickets Resolved

With Fluent Support, WPManageNinja alone has successfully resolved over 100,000 tickets. That’s 100,000 issues solved, streamlined workflows, and smoother support experiences.

Customer support has always been a core part of WPManageNinja’s offerings. With Fluent Support, ensuring that has become easier than ever. 

Newsletter Subscribers: 1,000+

Our newsletter community grew significantly this year, with over 1,000 subscribers joining us to stay updated on customer support strategies, industry insights, and Fluent Support updates.

We’ve got readers in web agencies, hardware sellers, content creators, photographers, even schools, churches. This diverse audience shows that we’ve been able to provide value for anyone wanting to learn customer support and business processes in general.

WordPress Core Contributions

We’re proud to have two team members Uttam Kumar Dash and Ariful Basher actively contributing to WordPress Core. Their efforts help strengthen the WordPress ecosystem, ensuring that open-source remains at the heart of innovation. More members are becoming interested and this number is sure to go up, in 2025!

Product Updates and Features

This year saw 4 major releases and 2 minor patches packed with exciting features and essential updates.

AI Integration

Fluent Support took a major leap with the introduction of AI-powered features. From sentiment analysis to response suggestions and smart replies, these tools have empowered support teams to deliver faster and more brand aligned customer service. By leveraging AI, we’ve not only streamlined workflows but also enhanced the overall support experience for agents and customers alike.

MemberPress and Fluent Boards Integration

Fluent Support now integrates seamlessly with MemberPress and Fluent Boards, expanding our platform’s capability to cater to membership-driven businesses and project management for customer support teams. These integrations simplify managing member queries and tracking team progress, making it easier than ever to offer personalized and organized support.

Two-Factor Authentication (2FA)

Security took center stage with the rollout of 2FA. This feature ensures that support teams and business owners can operate with peace of mind, knowing their data is safe and secure. With 2FA, we’ve added an essential layer of protection to safeguard sensitive information from unauthorized access.

Image Paste

Efficiency got a boost with the Image Paste feature, enabling users to quickly share visuals within tickets to enhance communication clarity. This improvement helps resolve issues faster by enabling detailed, visual explanations, saving time for both agents and customers

Marketing and Community Highlights

Landing Pages for Enhanced Learning

This year, we launched three focused landing pages. Besides acting as lead magnets, these pages brought authority and relevance for our website to both Search engines and our audience.

Support 101 

A beginner’s guide to building a strong foundation in customer support. It’s available both as a long form post and as a downloadable ebook. We’ve had tremendous success with this as people around the world in varying fields are subscribing to our newsletter after using our 101 guide.

You can download it here!

Customer Support Trends 

Insights into what’s shaping the industry and how businesses can adapt. We gathered the opinions from top industry leaders to surmise how the direction of customer support and creates a new. 

Industry Stats 

A deep dive into metrics that matter for support teams and businesses. But we went above and beyond to not only showcase customer support stats, but also stats on CX, AI and Customer Service in general.

Search Console Experiment

Our team undertook a Search Console Experiment to optimize visibility and improve user engagement. This experiment has set the foundation for bettering our understanding of how Search is working in the post-AI world. 

5-Star Reviews

We’re thrilled to have received glowing 5-star reviews for our customer support. These reviews highlight our commitment to delivering an exceptional experience for every user. Our dedicated support engineers are making the best use of Fluent Support and their efforts are the real reason behind these excellent reviews.

Our Community

Fluent Support has always been about the people—users, subscribers, and contributors who make this journey worthwhile.

The year’s growth reflects the incredible feedback, feature suggestions, and success stories shared by our users. Our Facebook community grew by 300 members and we’re planning to shift it from Facebook to our own community forum on WPManageNinja.

New horizons

2024 has been an incredible year of growth, innovation, and community building. But we’re not stopping here! The year ahead will bring:

– Even more integrations to simplify support workflows.

– AI enhancements for smarter ticket handling.

– Educational resources to help businesses maximize Fluent Support’s potential.

– Continued WordPress Core contributions to support the broader ecosystem.

– Improving the UI and UX.

– More features like time tracking, improving email parsing, etc.

Wrapping Up

To everyone who has been part of our incredible journey in 2024: we extend our heartfelt gratitude. Your unwavering support, insightful feedback, and continued trust have been the driving forces behind everything we’ve accomplished. Whether you’re a loyal user, a passionate advocate, or a new member of the Fluent Support community, you’ve played a vital role in shaping our success this year.

Your encouragement inspires us to keep pushing boundaries and finding innovative ways to make customer support smarter, simpler, and more effective. With your input, we’ve not only built powerful tools but also fostered a community that values collaboration, growth, and shared success.

Here’s to a fantastic 2025 ahead. Until next time, happy serving and Merry Christmas!

The post Fluent Support: 2024 Year In Review appeared first on Fluent Support.

When it was finally time, we were staring down the barrel of a daunting question. SaaS, or something else entirely?

In the early days, when support tickets were piling up and inboxes just weren’t cutting it anymore, we had to make a decision. 

Go for the typical SaaS customer support package. Or, think outside the box.

If you’re one of the people that know me and WPManageNinja well enough, you know which path we took from that crossroad.

Why “self-hosted” made sense for us? 

Like every growing business, the overhead cost of customer support was a huge challenge for us. But customer support is so much more than just the cost. The data a customer support system holds is no less than a gold mine. Storing this at the mercy of another company, on a cloud hosting seemed risky, to say the least.

So, as a WordPress company to the core, we opted for the self-hosted option. Hosting our customer support desk on our own servers and managing tickets through the WordPress dashboard.

Self-hosted help desk up until that point only had 2 brands splitting the market share 50/50.

We opted for the older of the two, and immediately regretted our decision. The support team while expecting a massive upgrade was left disappointed with the product we had chosen for them.

It was simply not going the way we hoped it to.

Need something done right…

Do it yourself. 

It’s surprising how this motto keeps coming back to us, in so many varying contexts. But that’s pretty much what we did for WPManageNinja’s customer support.

We put our best developers and agents together, to build a customer support desk that does the job for us. Not for large firms, agencies or corporations but for us.

A support system built for a rapidly growing business, with severe limitations on overhead costs.

This allowed us to bring all our customer support into our own domain, reducing overhead for a support desk. Along with letting us generate custom reports for our support performance.

Admittedly, we still didn’t realize we were sitting on the next big thing for the WordPress ecosystem.

Enter Fluent Support

After using our own system for WPManageNinja, it finally occurred to us – “Why not turn this into a support plugin for businesses just like us”.

The answer to that question became what we all know today as Fluent Support.

From launch to market leader

Since the official launch in 2021, Fluent Support has gained users at a steady pace. As a WordPress plugin, it sits right along with other market leaders, having been live for a fraction of the time.

As of November ‘24, Fluent Support is powering more than 9000 businesses across the world. Ranging from software sellers and creative agencies to hardware manufacturers and consultants.

The diverse portfolio of users and growth-scale of these businesses shows, we were able to reach the exact people we wanted to. 

The first surprise (and sign of success) came in the very first year, when Fluent Support as a product broke even within 6 months of launch and gained 5000 active users.

Considering we had to compete in a hyper-saturated market against giant SaaS platforms with millions of $$ in marketing and sales budget, this was a serious achievement. 

But Fluent Support is about more than just making money!

We’ve cleared 100K tickets on WPManageNinja across 10 products making it one of the largest businesses using Fluent Support. But we’re looking forward to onboarding larger businesses in the future, to make self-hosted support the new golden standard when it comes to customer support.

An SME ecosystem: Fluent Suite

Fluent Support is one of the foundational pillars for our lead generation and customer management ecosystem. Fluent Suite is the ultimate lead and customer management ecosystem you’ll likely find on WordPress.

Paired with the largest growing Form plugin (Fluent Forms) and the most cost effective Email Automation plugin (FluentCRM), Fluent Support completes the holy trinity of customer relation management.

Businesses that opted for the complete Fluent Suite ecosystem, enjoy unparalleled convenience when it comes to lead generations, email automation and customer engagement.

Over the years we’ve also added project management with Fluent Boards, scheduling with Fluent Booking and lastly community and membership management with FluentCommunity.

The Fluent ecosystem is our way of building up the WordPress system for future businesses.

3 years of Fluent Support

Fluent Support has had its share of milestones. From getting 5000 active users in the first year to scaling to being one of the market leaders is truly an achievement worth celebrating.

Beyond the numbers we’ve actually made significant progress with Fluent Support as a product too.

For starters we’ve launched 32 major and minor updates since launch. We’ve introduced numerous features along the way, to make Fluent Support a better product.

While we struggled a bit last year to maintain our regular update flow, the plugin still remained one of our most well-engineered codebase among all other WPManageNinja products.

Major achievements and improvements

Just last month we reached 9000 active installations and are looking to hit the golden 10000 number within a couple weeks.

We got integrations from powerful tools like Uncanny Automator, AutomatorWP, SureTriggers and Zoho Flow. On top of that, we integrated with the leading LLM AI – OpenAI to make customer support seamless and efficient.

Aside from growing in users and product, Fluent Support grew in value as a brand as well. We collaborated with industry leaders on the Future of Support. The collaboration yielded an awesome ebook on Customer Support Trends and a magazine version on the Future of Customer Support in 2024. 

We were able to collaborate with not only tech specialists but also customer experience leaders bringing the latest in customer support. 

On top of that, we launched our own glossary, guide to customer support and customer service stats pages, for support enthusiasts to join our audience and get value right away.

Our newsletter subscribers also grew to 1000 users and we’ve successfully onboarded 500 users through our onboarding workflow. We implemented more customer engagement strategies than we ever imagined and it played a huge part in bringing us to the top of the support market.

Overall, it was a truly eventful year and making the top of the market was just one of many achievements.

Looking forward: Year 4 and beyond

As tradition dictates, I’ll reiterate our motto and what we believe as a business.

“Selling products is important. But efficient after-sales is more important!”

With Fluent Support we want to help every business live by this motto and give their best for customers. Expressing the overwhelming feeling of watching something you love grow is hard to put into words.

That being said, I and the Fluent Support team thank you, for being part of this incredible journey and trusting us with one the most crucial business functions there is. 

The post Looking back: 3 years of Fluent Support appeared first on Fluent Support.

Of course, that is if you want complete control over your audience, that the big social media platforms will never let you have.

What made us build FluentCommunity

We’ve had our share of struggles with managing our user communities through Facebook Groups. While you could argue it’s free, it doesn’t suffice when it comes down to having control.

We’re tired of catering to the ‘algorithm’ and so are our loyal users. In mid 2023, we began work on solving this issue, for us, and the greater WordPress community.

Enter, FluentCommunity!

FluentCommunity: Communities made simple

FluentCommunity is the next biggest offering from the Fluent Family. It’s a community and membership management plugin that runs on WordPress. 

But it’s beyond just a gated forum. It’s built to be your own social media platform, where you’re in control of everything. From post priorities and moderation to user engagement tools and more.

Since opening it up for beta-testers the product has improved to a whole new level that even we didn’t expect. It’s been so well received, we had to launch a waitlist for people eager to get FluentCommunity.  

What to expect from FluentCommunity?

Building a social platform in 2024 takes a lot. We understand that, which is why FluentCommunity is enriched with everything you might need for your community. Here’s a quick look at what you get with FluentCommunity,

Feed

Posts feed allows your community to start interactions and bring it infront of all members. Be it announcements, questions and opinions, everything appears chronologically, without pesky algorithms making decisions for your users.

Members

You can manage your members including sign-up and access. Members can interact with you and other members with private messaging as well.

Spaces

Spaces allow you to separate your community into specific niches. Your spaces can have their own rules and moderation so you’re always on top when it comes to managing interactions.

Discussions

Discussions and threads allow you to keep the conversation going for posts, spaces and courses. The conversation is always there for you to tap into.

Leaderboard

Leaderboards are the coolest thing! You can reward your top members and add profile badges so your members know who’s-who in the community.

Courses

If you want to run a course right inside your community, or give access to members-only content, FluentCommunity is well capable.

Why Sign-Up for our waitlist?

FluentCommunity is tailored for anyone looking to launch a private, engaged space online – whether you’re a content creator, coach, small business, or niche brand. Here’s why signing up on FluentCommunity waitlist can benefit you:

Early access 

As a waitlist member, you’ll be first in line to try out the beta version and enjoy early access to all the features.

Exclusive perks & Discounts

To thank you for your excitement and patience, we’ll be offering special pricing and exclusive perks to our FluentCommunity waitlist members. Most importantly you get the limited time access to purchase LTD licenses for FluentCommunity.

Sneak peeks & updates

Be the first to see new features, designs, and integrations as we build out the best version of this tool.

Influence development 

As a part of our early community, your feedback will directly impact the development and growth of this plugin, ensuring it meets your needs perfectly.

The Waitlist Awaits

SIGN-UP

What makes FluentCommunity unique?

Our team has spent countless hours identifying what today’s community leaders need most in a membership plugin. Along with that we got tons of feedback from beta-testers making the product even more feature rich. 

Here’s a quick preview of some of the standout features you can expect:

Uncompromised performance

Let’s make it explicit! We don’t build bloatware. We build software that works, seamlessly. Performance has been the top priority for the development team, and the blazing speeds achieved by FluentCommunity will elevate your communities user-experience to a level that’s unimaginable for current market leaders.

Easy setup and management

Get started quickly with user-friendly setup tools and options to easily manage your members, content, and engagements.

Flexible membership tiers

Create free or paid membership tiers to monetize your community or offer exclusive access to premium content.

Seamless integrations

Our plugin integrates with all of the Fluent products including but definitely not limited to, FluentCRM, Fluent Forms and Fluent Support.

Advanced customization 

Your community, your style. We wanted to offer a high degree of customization so your community space is uniquely yours.

Wrapping Up

With FluentCommunity, you’re not just building a space online – you’re building a true, engaged community where you’re in control. Say goodbye to battling algorithms and limited customization, and say hello to a space where you set the tone and your members feel truly connected.

Joining FluentCommunity waitlist now not only grants you early access to this innovative tool but also places you at the center of our development process. We’re excited to bring a new era of community building to the WordPress ecosystem, and we want you to be part of it from the very start. So, if you’re ready to take your community to the next level, join our waitlist today and get ready to experience the power of a community platform built with you in mind.

Let’s build something extraordinary together – join the FluentCommunity journey!

The post Announcing FluentCommunity: Join the Waitlist appeared first on Fluent Support.

Over 8,000 businesses globally are now using Fluent Support to supercharge their customer service. And this latest update, Fluent Support 1.8.2, takes things up a notch. 

We’ve added new features and improvements to make your workflows smoother and more efficient, plus we’ve fixed some bugs that were causing little hiccups. Ready to see what’s new? Let’s dive in!

Feature & improvement highlights

Workflow action sequence with drag-and-drop

We’ve revamped the workflow actions with a super intuitive drag-and-drop feature. Now you can easily create sequences for your actions. This gives you more control and flexibility over your workflows. Automation just got a whole lot easier!

Direct copy and paste image into WordPress Editor

No more hassle of uploading images manually! With our new feature, you can now paste images straight into the WordPress editor. This saves time and effort. You can copy and paste images when creating a ticket or responding to one. This makes everything faster and smoother.

Bug fixes

Reply button toggle in the admin portal

We’ve resolved an issue with the reply button toggle in the admin portal. This ensures smoother navigation and a better user experience for your support agents.

Required field indicator for custom fields

Previously, when creating a ticket in the customer portal, the ‘Product/Service’ field was required but lacked a visible indication. This sometimes led to confusion for users unsure of which fields were mandatory. With the latest update, we’ve added a clear ‘required’ (*) sign next to the field, making it obvious that it needs to be filled in. 

Route URL issue on the all tickets page

An issue with the route URL on the All Tickets page was causing some navigation problems. This has been ironed out, so everything should now flow smoothly as expected.

Filter reset in customer portal search

Previously, clicking the ‘’ icon in the search field didn’t refresh the filter in the Customer Portal. We’ve fixed this. Therefore, clearing a search now refreshes the portal without any glitches.

OpenAI routing issue resolved

There was a slight routing issue when using OpenAI in Fluent Support. This has been fixed, so you can now seamlessly integrate AI-powered support without any interruption.

CSS issue with customer portal ticket filter

Some theme-based CSS issues were affecting the look and feel of the ticket filter in the Customer Portal. The developers have resolved this to ensure a clean, consistent user experience.

Responsiveness fix for long sentences on the ticket page

Long, single-line responses were causing responsiveness issues on the ticket view page. We’ve resolved this problem to ensure your ticket pages look great.

Ticket importer bug with agent creation

While importing tickets from other SaaS helpdesk platforms, some issues popped up regarding the editing access from the agent side. This has been thoroughly checked and fixed to ensure smooth access.

Wrapping up

We’re always working hard to make Fluent Support better, faster, and easier for you to use. This release is all about giving you more control & ease over your workflows and ticket responses while ensuring bugs don’t stand in your way. 

Don’t forget to update to Fluent Support 1.8.2 version and experience these improvements first-hand. 

Happy support!

The post Fluent Support 1.8.2 – Speeding Up Workflows, Direct Image Paste & Squashing Bugs! appeared first on Fluent Support.

In this update, we have introduced exciting features that are mainly designed to improve support agent efficiency and overall security. Before anything else, we are celebrating because Fluent Support is now trusted by more than 8,000 businesses.

Our mission is the same as ever: to offer a help desk solution that streamlines support and raises user satisfaction. Until now, we’ve strived to maintain consistency in delivering valuable features and will continue to do so in the future.

On that note, let’s uncover the features we’ve introduced in v1.8.0.

What’s new in Fluent Support 1.8.0?

As we’ve said before, Fluent Support version 1.8.0 is designed to improve the support agents’ efficiency, can you guess what surprise we have for you guys?

Artificial intelligence aka AI!

Starting now, you can use OpenAI’s models within Fluent Support’s interface to summarize tickets, analyze customer sentiment, and generate responses.

Along with this banger of an upgrade, we have included other top-notch features like –

• Filters in the customer portal
• Email verification in the signup
• Two-factor authentication
• Ticket Preview on Side Pane

Now, let’s explore the features in detail.

OpenAI models integration

In this version, you can use AI to respond to tickets in three ways.

Ticket summary and customer sentiment

With the integration of OpenAI’s multiple models, you can easily get a quick summary of any customer tickets. Here, AI will provide a brief, highlighting the key points. So, you can quickly comprehend the main issue without reading through the whole message. It will save you time and help you respond more effectively.

Moreover, it will help you to analyze the customer’s tone to identify whether the sentiment is positive, negative or neutral. This insight allows you to customize your responses and handle customer concerns more empathetically and efficiently.

AI-generated response

This feature empowers you with AI-generated responses right in the reply box. When you open a support ticket for the reply, you will notice an “Ask AI” button. Clicking this button, you can generate responses using the, presets and custom prompts. That means, you can input your guide to AI for generating responses that align more closely with your brand’s voice and the specific needs of the customer.

Moreover, drafts option will appear when you generate more than one response. From dropdown, the last three generated responses you will see from where you can pick the best one according to your preference.

Fine-tune responses

Whether you’re using AI-generated responses or manually crafted replies, AI integration allows you to fine-tune your texts to improve their readability and clarity. You can enhance the quality of your response using either custom or preset prompts.

This feature can help you refine your communication to be more polished, professional, and customer-focused line by line.

Filters in the customer portal

It can be challenging for your customers to track down a specific ticket when the support portal is flooded with inquiries. The scenario gets more complicated when no filters are available in the customer support portal.

To tackle these difficulties, Fluent Support debuts a new feature, filters in the customer support portal.

Customers can filter their tickets based on product using this feature. It will help your customers quickly find the right support issue, saving time and effort compared to searching through all tickets manually.

Moreover, your customers can sort their filtered tickets by ticket ID, title, and created at (ticket creation time) in both ascending and descending orders.

Email verification in the signup

Email verification during signup is essential for verifying user authenticity and avoiding spam accounts. You know that we are always mindful of security concerns for our customers.

That’s why we have released a security feature where new users are required to verify their email addresses during the signup process. A verification code will be sent to their email; they just need to paste the code to complete their registration.

This security feature ensures that only verified users are allowed to create account and tickets.

Two-factor authentication

In this release, Fluent Support comes with another security update. That is two-factor authentication in login. This security feature adds an extra layer of protection to your customer’s account from unauthorized access.

From now on fi you enabled it from the settings, you will land on a second form to verify your identity with a login code. The login code will immediately be sent to your email inbox after you fill out the credentials. You can access your tickets only after successfully entering the login code.

Ticket Preview on Side Pane

For improved navigation and saving time, we’ve added a preview of the last tickets to the side pane of your ticket reply screen. Now, while working on a ticket response, your agents can view tickets they’re working on most recetly.

This saves a lot on navigation time, allowing agents to really focus on the issues that matter. You can also customize the number of tickets to be shown.

A few bug fixes

Now let’s go through the bug fixed in this new version.

Freshdesk Ticket Migration Issue

We fixed the issue where archived tickets were not migrating when customers transferred their tickets from Freshdesk. All tickets, including archived ones, now successfully migrates to Fluent Support.

Response message saving error in auto-close setting

Resolved the issue where response messages were not being saved correctly in the auto-close settings. Previously, the issue resulted in unexpected line breaks and formatting errors. Now, response messages in the auto-close setting save properly with correct formatting.

Data existing issue in “Create Customer Form”

Our customer support team recently addressed an issue in the customer module. Here data was existing in the create customer form even after a new customer was successfully created. This issue has been successfully resolved. Now, once you create a customer, the form will be cleared, providing you with a fresh start for your next input.

Issue with dashboard ticket creation form

We have resolved an issue where the form did not reset after creating a new ticket from the dashboard by support staff. Now, after creating a ticket from the dashboard, the form will automatically reset, allowing you to start fresh for the next entry.

Shortcode Paste Issue

Our users have reported a bug in the agent reply box. Here, the shortcodes were always pasted below the content, regardless of the cursor position. As we fixed this issue, shortcodes now paste exactly where you position your cursor.

Permission error in “Delete Tickets”

Fixed a permission error in the support staff permission checklist where the “Delete Tickets” permission remained checked even after a manager attempted to uncheck it. With this error fixing, the permission change functions properly.

Issue with email condition in the workflow trigger

Our users experienced some errors with condition in the workflow trigger. Here, the system was checking admin email instead of customer email. It’s fixed now. The system now correctly checks the customer’s email, ensuring your workflows function as intended.

Wrapping up

The fluent Support team is continuously working hard to ensure your customer support process is more efficient and trouble-free. Fulfilling the customer’s expectations has always been our top priority.

All these features we have released in this update were requested by our dear customers. So, as our beloved customer, we encourage you to keep sharing your feedback and suggestions to help us continue improving and serving you better.

That’s all for today. We look forward to meeting you again with another exciting update.

Happy supporting…

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We are committed to continuously updating Fluent Support to make it more efficient for your team. Our 24/7 team is actively collecting feedback and applying it one by one with every update.

This version update is no different. So let’s start with the newly added features.

What’s New in Fluent Support 1.7.9?

As we are saying, this version update will help you organize team workflow more efficiently. To do that, we have two brand new features.

Activity Trends by Time of Day

We know you struggle with the ticket overflow. We all do. But have you noticed something interesting? Not every time of day or not every day, this overflow occurs. There is a hidden pattern.

To find the hidden pattern, we have introduced a calendar heatmap in Fluent Support. It’s a brand new way of reporting. Just go to ‘Reports’ on the Fluent Support dashboard and click on ‘Activity Reports’.

This feature will help you predict which day and what time you will most likely face ticket overload. And using this data, you can redistribute your support assets to tackle the overload more effectively.

You cannot just reorganize your team or automate the ticket flow using Fluent Support ticket automation on that specific date or time. Isn’t it handy?

Duplicate or clone workflows

Speaking of ticket automation, we all know that Fluent Support has workflow functionality. Using this, you can really dig deep into conditions and make very complex automated or manual triggers.

From time to time, you might need to recreate a similar workflow but for a different target. Instead of making it from scratch, now you can just make a duplicate of the workflow and start working on it.

Required option in product

In Fluent Support, you can add unlimited number of products. This product or brand will appear on the ticket submission portal. Now you can make this input section compulsory in the settings.

Just go to the ‘Ticket Form Config’ in global settings and check the ‘Required fields for products and services’. That’s it. Selecting a product from the dropdown is now a required field.

Now tickets will be more organized as per product, which will help you set automation triggers or assign agents automatically.

Uploaded files are more organized on cloud storage

If you love organized files and folders, then you will love this feature. Fluent Support gives you the ability to upload ticket-related files directly to cloud storage without eating up your hosting storage.

To keep everything in one place, the system created a mother folder to keep all the files in one place. But after this update, Fluent Support will create ticket-wise subfolders to make it even more neat.

Integration with FluentBoards

This is the biggest update to this version. This will make you a pro-task manager. WPManageNinja, the team behind Fluent Support, released a handy task manager, FluentBoards. And Fluent Support will be integrated with this automatically.

FluentBoards is a WordPress project management plugin featuring unlimited boards, CRM integration, Kanban boards, and project reporting. It simplifies project management within WordPress, making team collaboration and task management easy. It’s ideal for support heads to keep track of all tasks in one place.

The plugin is easy to use, offers different views and customization options, and offers a lot of integrations. It boosts productivity with clear visuals. Whether you’re handling a small team or working alone, Fluent Boards simplifies project flow with task mapping.

With this update, you can easily convert a ticket into a task with a couple clicks, and FluentBoards will add it as a task on board. All you have to do is click on the ticket, and from the top right corner, click on ‘Add Task to FluentBoards. If you check the board, you will find the ticket as a task right there.

Integrations logs 

If you want to check if FluentBoards is integrated with Fluent Support or not, we have another new update. With this update, you will be able to see all the integrated products in one integration log.

This will tell you not only what is connected with Fluent Support but also show what other interaction options are available with documentation.

A few bug fixes

Here are a few bug fixes you will get with this version update.

Language default issue

When the site language was not set to English, the workflow automatically switches to manual mode, causing potential confusion. This is fixed now.

Inbox CSS issue

There was a CSS problem hiding the text of the ticket identifier tag in all inbox tables. This impacted the tag name display. This is also fixed.

Dashboard view bug

Selecting “View dashboard” and “draft_reply” together was causing no tickets to be displayed. This issue is fixed now. 

Migration issue

Users were experiencing problems when migrating tickets from Zendesk and Freshdesk, causing potential data loss or inconsistencies. Both of the issues are fixed in this version.

Import tickets module ug

Clicking the “Import Tickets” button in the ticket migration module opened multiple modals at once, leading to a cluttered interface.

Bookmark issue

The bookmarking feature is not functioning as expected, reducing the efficiency of managing important tickets.

File upload issue

Files with long names fail to upload during ticket creation due to the WordPress log name restriction. This was limiting the ability to share detailed information.

Now a new webhook introduced, which will keep the name up to 50 characters and cut off the rest. It will allow easy upload. This webhook needs to be activated manually.

Business box restriction bug

Even after restrictions are applied to a specific business box, it still appears on the dashboard. But it’s not now.

Memberpress integration issue

In the Memberpress integration, two subscription lists appear—one for recurring and another for non-recurring. This complicated management is fixed.

WooCommerce Widget Bug

The WooCommerce widget did not appear on the ‘View Customer’ page, reducing functionality for managing customer interactions. That’s also fixed in this update.

Wrapping up

All in all, this version update is giving you a few very exciting new features. It’s taking your team management to the next level. 

The Fluent Support team is still working on the next update. We are dedicatedly listening to your needs and trying our best to make this WordPress helpdesk system more and more powerful.

The post Fluent Support 1.7.9: Activity Trends, Manage Task By FluentBoards And More appeared first on Fluent Support.

What’s New in 1.7.8?

Let’s dive into the latest features and improvements that await you in Fluent Support v1.7.8.

Restrict Business inboxes for specific agents

With this new feature, administrators can now assign specific business boxes to individual agents, ensuring that they only have visibility and control over designated areas of support. This granular control empowers administrators to optimize workflow efficiency and maintain confidentiality where necessary.

Ticket search feature in Customer Portal

Searching for tickets just got simpler! We’re thrilled to introduce a robust ticket search functionality directly within the customer portal. Your customers can now effortlessly navigate through their support history by entering keywords or specific ticket details, facilitating quicker issue resolution and empowering self-service support.

MemberPress integration in Fluent Support

Seamless integration with MemberPress unlocks a world of possibilities for membership site owners! This integration allows Fluent Support users to effortlessly sync membership data with support interactions, providing valuable context to support agents. 

Display exact time of ticket or Response Creation

Precision meets convenience with this intuitive feature enhancement! Admins can now hover over ticket or response timestamps in the admin portal to reveal the exact time of creation. This granular insight enables administrators to track support activity with pinpoint accuracy, facilitating comprehensive reporting and performance analysis.

Option to resume migration process

Empowering users with flexibility during migration endeavors! Fluent Support now offers the option to resume the migration process from the last incomplete ticket when transitioning from HelpScout. This seamless continuity ensures a hassle-free migration experience, minimizing disruptions and preserving data integrity.

Bug fixes and Enhancements

In addition to these groundbreaking features, version 1.7.8. addresses several minor bugs and issues reported by our vigilant community. From ensuring optimal agent permissions to refining the user interface, we’ve meticulously fine-tuned Fluent Support to deliver a flawless support experience.

• Attachment Download Issue in Email Pipin: Resolved the issue causing attachments to fail downloading correctly via email piping.

• BetterDocs Integration Issue: Fixed integration issues with BetterDocs to ensure seamless access to documentation resources within Fluent Support.

• Agent Only Field Display: Rectified the display issue preventing Agent Only fields from appearing correctly within tickets.

• Placement of Draft Reply Permission Button: Adjusted the placement of the draft reply permission button to ensure intuitive accessibility and functionality.

• Draft Reply Approve Button with Attachment: Fixed the issue where the draft reply approval button was malfunctioning specifically when attachments were included.

• Exporting Agent Report Issue: Addressed the bug preventing the successful export of agent reports, ensuring accurate and reliable data retrieval.

• Typo in FluentCRM Integration Page Title: Corrected a typo in the page title within the FluentCRM integration section for improved clarity and consistency.

• Deprecated PHP 8.2 Issue with Gravatar Image Link: Resolved the deprecated PHP issue caused by the Gravatar image link, ensuring compatibility with PHP 8.2.

• Telegram Enable Reply Issue: Fixed the issue preventing the enable reply button from functioning correctly within the Telegram integration.

• Auto Close Settings Not Saving: Fixed the bug preventing auto-close settings from saving properly, ensuring consistent application of configured preferences.

• Helpscout Ticket Migration Issue: Resolved migration issues related to Helpscout tickets, ensuring smooth data transition and integrity preservation.

• Creation of New Ticket When Responding in German: Implemented a solution to fix new ticket creation instead of replying when responding to emails in German.

Wrapping up!

At Fluent Support, your feedback drives our innovation. While we’re thrilled to introduce these exciting enhancements, rest assured that your feature requests not included in this release are still very much on our radar. Our journey toward excellence is ongoing, and we’re dedicated to realizing your vision for a superior support ecosystem.

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The year went by so fast that it seems like it was yesterday I was writing the YiR for 2022. Don’t let that fool you into thinking this year was uneventful. It was absolutely far from it, to say the least.

To put things in perspective, it was an eventful year for WPManageNinja in the sense that we released 2 fresh new plugins for you people!

• FluentBooking – The ultimate solution for appointment scheduling in WordPress
• FluentSnippets – WordPress Code snippets made faster and safer

Mentioning these releases is a crucial reflection of Fluent Support because all of the interactions from these new launches, deal promotions, and communications were handled using Fluent Support. A delightful experience was that some Fluent Support users contacted us for collaborations using Fluent Support itself.

There’s nothing more satisfying than watching your idea in action, improving businesses and helping people. This is probably the highlight of the year for me regarding Fluent Support. But there’s so much more to talk about!

It’s worth mentioning that Fluent Support and WPManagNinja took part in the first local WordCamp organized by the WordPress community Sylhet. Having a WordCamp in our own home ground in beautiful Sylhet was the biggest highlight for us as a WordPress Plugin company.

Growth in 2023

Last year was all about growth and this year has luckily been no different. As all our early users know the story of how Fluent Support was created but for the new members here it goes once again! 

Our WPManageNinja support team was struggling to support customers using tools available on WordPress. Then we thought, why not create our own tool? After launching Fluent Support in November 2021, our main goal was to improve the plugin’s usability and add more features based on user feedback. That’s what we’ve been doing for the past 2 years.

Fluent Support team shipped a total of 6 releases this year packed with awesome features! We also celebrated the 2nd birthday of Fluent Support on 16th November 2023!

The best part of Fluent Support’s growth – it crossed 6000+ active installs on the WordPress plugin directory. To put that in perspective, in comparison to another one of the most popular support plugins for WordPress– it took them 7 years to reach 10K active installs. More importantly, some new plugins tried to mimic Fluent Support’s first year’s success but were only able to manage a couple hundred users.

Fluent Support gained 2K users in less than a year and that says a lot about how much you trust us as users and the reputation WPManageNinja has created for itself. 

Here are some metrics you might find interesting:

• We used Fluent Support to resolve 25,000+ tickets for all WPManageNinja plugins in 2023!
• The Fluent Support team shipped more than 15 unique features, made 12 major improvements and fixed 46 minor bugs.
• 6000+ businesses are using Fluent Support.
• 1200+ members in our Facebook community along with a thriving presence on LinkedIn and X.
• To make the journey easier for our users, the Fluent Support team published 65 helpful articles related to WordPress helpdesk, customer service, customer experience, and Fluent Support use cases.
• Our video team published a detailed video playlist with 8 videos detailing important features of Fluent Support. Check the video playlist here.

Major Features from 2023

Added Migrators

Introducing the Freshdesk and Zendesk migrators for Fluent Support, designed to streamline your ticket migration process. The Freshdesk migrator, facilitated by Fluent Support’s ticket importer module in v1.6.6, allows for a straightforward transition from Freshdesk, a SaaS product. Although the process is a bit more intricate than with WordPress plugins like Awesome Support or Support Candy, our detailed documentation guides you through the steps. 

Similarly, our Zendesk migrator simplifies the migration process for Zendesk, another SaaS product. Admins can effortlessly transfer tickets by providing the Zendesk domain, email address, and API key. This ensures a smooth transition without data loss, guaranteeing a seamless support experience for both your team and customers.

Trigger CRM Automations

Elevate your customer experience with Fluent Support’s enhanced WorkFlows feature! Now, you can seamlessly integrate FluentCRM automations into your workflow, triggered by actions in Fluent Support. This means you can effortlessly manage customer onboarding and survey emails based on customer interactions in Fluent Support. 

By incorporating published automations from FluentCRM as actions in WorkFlows, you gain a powerful tool to simplify and automate tasks, taking your customer experience to new heights. Streamline your processes and enhance customer engagement with this innovative feature.

File Sharing Options

Eliminate storage constraints with our latest feature—third-party file attachments! In the global settings, explore the “File Upload Integrations” option, featuring Dropbox Settings, Google Drive Settings, and Local Upload Settings. By default, files are stored locally. 

To switch to Dropbox, visit Dropbox Settings, complete the simple form with Dropbox Client ID and Secret, and activate the integration with a checkbox. After making the changes, all attachments seamlessly upload to Dropbox. Repeat the process for Google Drive. Enjoy a straightforward and flexible file storage solution with this user-friendly integration.

Block Editor

From Fluent Support v1.7.4, the Gutenberg block empowers users to seamlessly integrate a ticket portal into any created page, streamlining the process of receiving customer ticket requests. However, the excitement doesn’t end there.

Beyond basic color adjustments, users now have advanced settings to tailor the portal to their brand identity. Modify everything from border color and thickness to border radius. For those seeking even more customization, an additional CSS class can be effortlessly added.

The ticket submission portal comprises three distinct pages—a ticket listing page, a submission page, and a single ticket conversion page. Every aspect of these pages, from buttons to background elements, is now fully customizable. This feature provides users with the flexibility to align the portal seamlessly with their brand aesthetics, ensuring a cohesive and personalized customer experience.

Email CC

Since Fluent Support v1.7.0, customers now have the convenience of including CC recipients in their support emails. When a customer initiates contact with your business inbox, the system identifies the sender as the primary customer, generating a corresponding ticket.

With Email CC, subsequent replies from the main customer including CC users automatically designate them as sub-customers for that ticket. Should a CC user respond to the thread, our system recognizes it as a customer’s interaction. Furthermore, if you activate email notifications to the customer, the sender receives updates while maintaining an inclusive conversation thread for other CC users. This enhancement optimizes communication and ensures a more collaborative support experience.

Drafts

In the admin panel’s global settings, you can choose to turn on or off the draft mode. When it’s on, every reply you write for a ticket gets saved automatically until you’re ready to send it. No need to worry about losing your work—everything is saved, giving you peace of mind and making it easy to continue where you left off.

Now, there’s a new permission feature that lets you decide which agents can save draft responses. It’s like having a way to make notes before sending messages. Agents can save drafts, ask for feedback, and make changes before sending their responses, making the process smoother.

With draft reply permissions, you have control over which agents can save and edit drafts, and higher-ranking agents can approve drafts. This way, support managers have full control over draft responses for each ticket, making customer support more efficient and keeping the quality high.

Peering into 2024

In 2023, Fluent Support is on a roll! Our strong team is working hard to make us the go-to WordPress helpdesk for customer support.

Here’s what we’re up to,

Community love: We want your ideas! Tell us how we can make features like automation, integration, and ticketing even better. Your input matters!

Easy switching: Moving from other plugins or tools? We’ve got your back. We’re making it super simple for you to switch and enjoy a better help desk experience.

Fast fixes: Bugs and issues? No worries. We’re on it, fixing things quickly to keep your experience smooth and trouble-free.

Monthly updates: Exciting news every month! We’re releasing cool new features regularly, keeping things fresh and effective.

Helpful content: Check out our blog! We’re sharing tips and tricks about customer support and experience. We’re not just a helpdesk – we’re your buddy on the journey to excellent customer relations.

Super support: Need help? We’ve got you covered. Count on Fluent Support for top-notch customer service that’s always ready to help.

Join us on this journey as we make Fluent Support your go-to solution for WordPress helpdesk needs!

Wrapping up

As we bid farewell to 2023, WPManageNinja is buzzing with excitement. Fluent Support is helping small business owners navigate customer support efficiently!

2024 promises to be a year of growth, packed with new features and improvements brought to you by the unstoppable Fluent Support team. Be prepared to be amazed!

To our incredible users and well-wishers, a heartfelt thank you for being the wind beneath our wings. Your support means the world to us. As you tackle new challenges in the upcoming year, we’re cheering you on!

Merry Christmas, and here’s to a fantastic 2024 filled with success and flourishing small businesses! Don’t forget to follow our Fluent Support blog for all things customer success, CX management, and customer service tips.

Until next time, happy serving!

The post Fluent Support: 2023 in a nutshell! appeared first on Fluent Support.