Support » Plugin: Awesome Support - WordPress HelpDesk & Support Plugin » My Tickets Page Does not show correctly

  • Resolved Cognisant_2000

    (@cognisant_2000)


    Hi Guys

    We have installed this and everything is working fine except one important issue.

    When Users click on “View Ticket” on their emails the page they land on shows them the “Title” of the ticket but nothing else! There is no trail of responses, no columns showing the details of the ticket, etc.

    If they click on “My Tickets” on the navigation bar, they will land on the correct page with summary of the ticket, status, etc.

    If they click on the ticket, they end up on the same page “View Ticket” with title of the Ticket only (no reply from the agent, columns of data, etc.).

    We have not changed or customised the plugin other than colours to match the website theme.

    Appreciate it if you can tell me what we are doing wrong.

Viewing 8 replies - 1 through 8 (of 8 total)
  • Plugin Author awesomesupport

    (@awesomesupport)

    Hi:

    I don’t think you’re doing anything wrong. But I do believe that there might be a conflict with either your theme or your plugin. Can you first try switching your theme to the basic 2015/16/17 theme to see if the ticket page shows up?

    Thanks.

    Cognisant_2000

    (@cognisant_2000)

    Hi

    Sorry about the late response but we had to wait until after normal working hours to do this test.

    You are correct. When we use the basic theme, the page shows correctly.

    I noted under the “Style” tab there is an option for “Theme Stylesheet” which is “Ticked”. I unticked this but still no change.

    What is your suggestion?

    Regards

    Plugin Author awesomesupport

    (@awesomesupport)

    Hi:

    Its likely you would need to get some dev resources to dig into the incompatibility. Generally its something simple – its finding the cause that can sometimes eat up a lot of dev time.

    Which team is it?

    Plugin Author awesomesupport

    (@awesomesupport)

    (sorry, meant “Which theme is it?”. “Theme”, not “team”, lol).

    Cognisant_2000

    (@cognisant_2000)

    Hi

    Got the “Theme” bit (LoL – The autocorrect strikes again!).

    The theme in use is nothing like the original theme!! There is so much bespoking in there that I doubt even the original developer would recognise it.

    Do you want me to send you login so you can look under the hood?

    Regards

    Plugin Author awesomesupport

    (@awesomesupport)

    Hi:

    Thanks for the offer but unfortunately we’re not going to be able to do that. We try to support the top 25 items on wordpress.org so if it was one of those we would be all over it. But for anything else we’re generally unable to make those tweaks for free. Its our way to drawing a line in the sand between free support and paid services.

    Thanks.

    Cognisant_2000

    (@cognisant_2000)

    Hi

    Sure, I understand.

    Now that we know the problem, one of our engineers might be able to find a workaround.

    Regards

    Plugin Author awesomesupport

    (@awesomesupport)

    Great. I’ll go ahead and close out this thread then. If you need anything else please let us know.

Viewing 8 replies - 1 through 8 (of 8 total)
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