Fluent Support: management for support tickets

Fluent Support is a system of support desk and ticket management for WordPress. It allows us to manage our customers' queries, provide support with pre-saved responses, and other features that automate our workflow. all this happens within our own site, and it is so fast, efficient and versatile that we offer it for free in our service of Managed WordPress.

Introduction

Fluent Support is a powerful yet easy to use support plugin. It was developed for be managed and used from a single page (SPA), armed with VueJS Y REST API in pursuit of both significant speed and 100% compatibility with WordPress.

Fluent Support integrates perfectly with WooCommerce, Easy Digital Downloads, LearnDash, LifterLMS, and several other popular plugins. It is the perfect tool to manage customer inquiries, share inboxes, manage support staff as well as customers. Its scope? Small businesses or giant digital agencies, Fluent Support was made for everyone. Several specialized blogs call it the best ticket system on the market, and that is why we wanted to give it a well-deserved note.

Features

Fluent Support was born to facilitate ticket management. Administrators/support staff can filter and sort by selectable variables to define the priority of each ticket. It is possible to track the progress, and see how many tickets are waiting to be closed.

Highlights

• Complete customer service portal, directly on our WordPress Dashboard.
• Business Inbox feature to manage multiple business accounts.
• Custom ticket fields.
• Integration with Fluent Forms.
• Personalization of email notifications.
• Administration of permissions or roles for agents / support staff.
• Workflow automation, ticket tagging, and bulk actions on tickets.
• Search, filtering and sorting of tickets.
• Support for multiple attachments.
• Pre-saved response templates.
• Email pipeline via Amazon AWS Lambda.
• Customers can create and reply to tickets right from their email inbox.
• Create tickets for specific customers.
• View very detailed reports, also the activity log.
• Connect with Telegram, Slack, Discord messaging services.
• Data is not stored on third party servers (self-hosted solution).

Functioning

Just search for the plugin in its free version within the WordPress repository. The free version is limited, for example in number of tickets. If we maintain a professional business, the paid version is recommended. If you are a client of our service Managed WordPress, you already have the PRO version included at no additional cost.

After activation, we can verify the tickets from the "Dashboard" of Fluent Support. We will manage tickets from the option tickets.

Ticket activity statistics and their status are displayed in reports. The data collected is displayed as graphs. As we can see indicated in the screenshot below, there is a tab for personal reports and another for agents.

The “Activites” tab allows us to keep track of the general ticket activities maintained by our support agents. There we will see a timeline with the general activities: who created, replied or closed any ticket.

We can create saved replies to speed up our workflow via the “Saved Replies” link.

Automated workflow

Fluent Support provides the advantage of power schedule responses to actions of our clients including those based on tickets. The automated workflow relieves our work and for this it is enough configure some conditions and their respective triggers.

Comparison of Fluent Support vs. HelpScout vs. Awesome Support vs. TotalDesk vs. WSDesk

Since there are several other strong heavyweights competing with Fluent Support, we thought it would be a good idea to put together a comparison table of features present (or absent) in each PRO version plugin.

For more information about its use, we recommend consulting the complete online guide.

Conclusions

A support team of an enterprise, whether it is a small business or a large company, needs a support system to facilitate the attention of the public, and Fluent Support is an undisputed ally. Unlimited tickets, unlimited agents, emails that automatically turn into tickets and the possibility of attending via Telegram o Slack are important advantages of this product.

Added to the above are mass actions to handle a large number of tickets at once, saved response templates, and real-time activity logs. It is a very complete plugin and everything happens from the same control screen.

If we combine Fluent Support with FluentCRM Y Fluent Forms, we find the definitive software to manage our clients and their problems without the need for monthly costs. All these components are included free of charge in our service. Managed WordPress.

Doubts, queries, experiences? Write below in the comments section. We read and reply to all messages. Good luck, and thanks for reading.