• I was split between 2 and 3 stars …

    This plugin features works great but its missing some of the basic things what any helpdesk software/plugin should have:
    – missing visual editor for replies, both client and staff
    – option to turn on/off visual editor separately for client/staff
    – option to upload files, limit what type of files, limit upload for client/staff and if ever implemented it would be great to use separate folder (e.g. outside uploads folder)
    – add or remove ticket priority options (e.g. remove “critical” or add “apocalypse”)
    – option for SLA, e.g. low priority 24h, critical 2h, etc…
    – add different types of clients and limit their options, e.g “normal” client cant set priority higher than medium, VIP client can set anything… or even better – have an option to add additional (custom) type of clients on top of “normal” one with options to enable/disable
    – separate role for staff
    – simpler builder for tickets so we can organize in what order stuff should be and add/remove what the client can see, e.g. set priority before subject or add checkbox/dropdown list – to put it simple the “builder” should just enable/disable segments and move them up/down like we can organize menu or widgets
    – set time limit for clients to answer or the ticket will autom. close

    Good to have but not dealbreaker:
    – fetching emails
    – working hours / working hours based on ticket priority, e.g. critical 24/7, low 8am-4pm, etc
    – expand client/user pages so we can add additional info like company, address, phone… and enable/disable what info they can edit
    – option to block clients/users to see WP backend and if blocked to limit to their tickets and info only

    Implement this and start selling your plugin and if you dont set rip-off price i would buy it for sure. Asking all this for free would be unrealistic so i do not expect to have all this features for free. What suggestions you think are good, what you could be able to implement, what price… its your call.

    • This topic was modified 2 years, 4 months ago by  diabolico.
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  • Plugin Author Mayeenul Islam

    (@wzislam)

    @diabolico first of all, very sorry for the late reply, because we’re without Internet for the whole day due to some local ISP issues.

    Anyway, the first impression to the review is: Wow! 😮
    Thank you for your valuable time to sort out all those nice features to check with NanoSupport.

    Before everything, I’d like to request you to check our Github issues and contribute however you like so.
    https://github.com/nanodesigns/nanosupport/issues
    We’ve many requests there, from bug report to feature requests, and we’re constantly updating the plugin.

    Some of your requested features are already there and we’ve set milestones for them too.

    I was split between 2 and 3 stars …

    I’m afraid, you are reviewing a free plugin but giving us a 3 star rating because you are expecting some pro features. I’d like to request you to reConsider the rating because of the plugin’s growth (as it’s not even a year the plugin’s released). It’s completely free and open source. And off the record, only a single contributor is developing the plugin under the hood.

    Implement this and start selling your plugin and if you dont set rip-off price i would buy it for sure. Asking all this for free would be unrealistic so i do not expect to have all this features for free. What suggestions you think are good, what you could be able to implement, what price… its your call.

    If we want it to sell we’d surely consider all our competitors first before appearing to w.org. But it’s free what it consists now. And we’re trying to give things free whatever we can afford.

    BTW after everything, I appreciate your requested features, and will surely go for ’em one by one (inshALLAH), but you know it’ll need time. Our journey just started, and your good ratings and reviews simply inspire us.

    Somehow your post is asking me to make a reply so here i’m.

    To make it clear, if i need to rate your current options i would give 5 because i didnt encounter any problem. But its really missing some of the basic features i would expect to find with any ticket system.
    I know you didnt list anything what is not already present with your plugin so rethinking again i changed my rating from 3 to 4 but i will keep in mind your words:

    BTW after everything, I appreciate your requested features, and will surely go for ’em one by one

    .

    Plugin Author Mayeenul Islam

    (@wzislam)

    Thanks for stopping by and rethinking about the rating.
    We’re constantly upgrading our plugin and [inshALLAH] will satisfy you in future.

Viewing 3 replies - 1 through 3 (of 3 total)
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