Support » Plugin: Awesome Support - WordPress HelpDesk & Support Plugin » Conflict with wp account

  • Resolved nkhanani

    (@nkhanani)


    Hey, so i just set up the plugin recently but the issue i am facing is when a person goes to https://zebo.io/my-tickets they see a registration form that asks them to choose a password. After a person registers they get an email from WordPress with a link to reset/set their password and a login link which is https://zebo.io/wp-admin

    https://imgur.com/a/ASDG7G8

    When the person logs into that link with the username and password created on my-tickets theyre taken to the my account page where there no menu option for tickets.
    https://imgur.com/a/D1CYCWG

    This is obviously very confusing.

    How do i resolve this ? Thanks

    The page I need help with: [log in to see the link]

Viewing 15 replies - 1 through 15 (of 15 total)
  • Plugin Author awesomesupport

    (@awesomesupport)

    Hi:

    hmmm…any chance you can make a quick video showing the sequence you just described so we can see what you’re seeing? (It would be best to do that with all other plugins disabled just in case one of them is doing some sort of weird redirection).

    Thanks.

    Thread Starter nkhanani

    (@nkhanani)

    Hello, there is a no redirect. This is the standard email sent by WordPress and the standard my account page of wordpress. Please create an account and see what the issue is, it takes 1 min really. You will receive the email and when you login to wp my account won’t see tickets in the menu
    https://zebo.io/my-tickets

    I made a video though, it wasted half my day as i had to find the right software to make a video etc so i do hope you can solve this issue!!!

    How do I get tickets to show in the left side bar of wp my account?

    Thread Starter nkhanani

    (@nkhanani)

    AS my private email is now publicly available for all to see I will be taking the video down in a few hours. This is very very unpleasant to have my email on a public forum like this

    Plugin Author awesomesupport

    (@awesomesupport)

    Hi:

    Thanks for the video. It looks like when you’re logged in, you’re automatically being taken to the WOOCOMMERCE customer dashboard which is something your customers would see. If you’re an admin or an agent, you can navigate back to the standard WordPress wp-admin screen and the TICKETS menu will show up on the left side of the screen then.

    Thanks.

    Thread Starter nkhanani

    (@nkhanani)

    Ok so I have to give everyone who opens a ticket admin access and explain to them how to access the wp-admin screen??? This is a very odd solution. I’m not comfortable giving people access to my admin dashboard

    Thread Starter nkhanani

    (@nkhanani)

    How do I get the tickets option to show in the left menu?

    Plugin Author awesomesupport

    (@awesomesupport)

    Hi:

    hmmm….I think I might be confused as to what you’re looking for. When you log in on the WordPress admin login screen (which is where I think you logged in from in your video), you’re usually logging in as an agent. Agents get the tickets in the wp-admin screen, not the end user screen. Did you not log in as an agent or admin?

    If you’re logging in as an end user, you can add the pre-configured pages SUBMIT TICKET and MY TICKETS to your site menus that are displayed by your theme (for example, see the menus we have at the top of our demo site at asdemo.flywheelsites.com). Your end user will see these menu options at all times.

    Thanks.

    Plugin Author awesomesupport

    (@awesomesupport)

    Also, you can add a tickets option to your woocommerce dashboard menu under TICKETS->SETTINGS->INTEGRATIONS which will be visible to your users when they log into the WC dashboard.

    Thanks.

    Thread Starter nkhanani

    (@nkhanani)

    Hello, I was simulating a user view. I thought it was obvious as anyone who registers from my-tickets automatically gets added as a support user. I’ve added the tickets to Woocommerce dashboard and for now I think this should be good enough.

    Now that the plugin is setup I decided to try it. again this is as a CUSTOMER/SUBSCRIBER
    1. When i try to open a ticket it takes 10+ mins to submit and then returns an HTTP error.
    2. But when i go to my tickets i see the ticket has been created
    3. Emails are not sending. User is not getting an email when they create a ticket or a ticket is updated. admin is not getting an email when a new ticket is created etc. all emails ARE ACTIVATED from the plugin emails settings
    Thanks!

    Plugin Author awesomesupport

    (@awesomesupport)

    Hi:

    It sounds like there might be a plugin conflict. There is probably an error in the wordpress debug.log file that might help. But, you can temporarily disable all other plugins and see if submitting a ticket works without delay. If it does, then you can enable the plugins one by one until you get the http error. The last one you activated is the one that is conflicting.

    Regarding emails – I suspect the conflict is causing an error before one or more of the emails can be sent. But just to be sure you probably should install something that logs emails. WordPress does not create an email log so you need a plugin to do that. We use mailgun internally but you can also use POST SMTP. One thing you can see right away from the logs is whether the email is being generated and sent or whether the email is completely missing (not generated at all).

    Thanks.

    Plugin Author awesomesupport

    (@awesomesupport)

    Hello:

    Since we haven’t heard back from you on this issue we’ll assume its been resolved.

    Thanks very much for using Awesome Support!

    Thread Starter nkhanani

    (@nkhanani)

    Hello, no this matter is not resolved. Your solution i.e. to uninstall my other plugins was not a helpful or useful solution at all as people will have more than just your plugin on their site. How do un resolve this ticket?

    Plugin Author awesomesupport

    (@awesomesupport)

    Hello:

    We don’t expect you to always run Awesome Support by itself. The procedures we outlined is for trouble-shooting purposes. Did you follow them? If so, you will likely see which plugin is conflicting.

    Thanks.

    Thread Starter nkhanani

    (@nkhanani)

    Yes I did . I then paid a developer $150 to review all the php code and an additional 100$ my hosting provider to see why my site had crashed http error no matter what one did. We did figure out which plugin was causing the problem: unfortunately it was your plugin. It takes a good 10-25 mins to submit a ticket. When I first opened a comment here it asked me for my url. I trusted this was because you would visit the url and try for yourself. I would really appreciate it if you could visit the url and try for yourself so you can see why your plugin isn’t functioning as intended (unless it is intentional that it takes so long to submit a ticket

    For now my developer has fixed the http error your plugin was causing

    We have also fixed the emails not sending issue. However I am wondering if it would be possible to edit the signup/welcome message sent my WordPress. As I mentioned in the first comment, it’s asking a person to set a password when they’ve already done that on your plugin submit ticket. If you could suggest an email template editor plugin that is compatible with your plugin that would be great

    Finally is it possible to change the size of the logo in the email generated when a person submits a ticket? The logo is showing very big on the email

    Thank you

    Plugin Author awesomesupport

    (@awesomesupport)

    Hi:

    So, to clarify – if you turn off all other plugins other than awesome support and switch your theme to a basic wp 2015/16/17 theme, you get an error and really slow performance?

    The only way I can see how that’s the case would be if your version of PHP was less than 5.6 and/or you’re running on the cheapest hosting service. So can you confirm the version of PHP you’re using to make sure it’s greater than 5.6? Also, let us know the host and which plan you’re on.

    In order to continue to help troubleshoot we would need to know what code changes the developer did. That might help us more in figuring out where the issue might be.

    Regarding the other two questions:
    1. I don’t have any recommendations on a plugin for changing the default email messages for WordPress. Maybe someone else in the forum might be able to jump in and share what they’re using.
    2. For the logo, what size logo did you upload? You should be able to control the size by changing the size of the uploaded logo image.

    Thanks.

Viewing 15 replies - 1 through 15 (of 15 total)
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