Support » Plugin: Awesome Support - WordPress HelpDesk & Support Plugin » Users can not see replies

  • Resolved oakleystudio

    (@oakleystudio)


    The “View Ticket” button in user support emails shows the title and text of a user-submitted ticket, but does not show the admin replies. And the page does not provide any way for a user to add their own replies.

    I am using “User Role Editor” to add the 5 Ticket capabilities (including “reply_ticket”) to Subscribers.

    Neither can users view admin replies nor add their own replies when they click on the ticket title in their list of support requests.

    My site is using the Divi theme, which I understand is not compatible with Awesome Support. But I wonder if you have encountered this issue before and can recommend a quick fix.

    I’d be happy to create a temporary Subscriber account if you want to see this for yourself.

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

Viewing 15 replies - 1 through 15 (of 21 total)
  • Plugin Author melliesou

    (@melliesou)

    Hi @oakleystudio,

    Yes, if you can create a temporary Subscriber account, I can take a look and see the specifics. (You may send the details here: https://getawesomesupport.com/contact/ and reference this thread). I will then take a look and post my findings here for you.

    Plugin Author melliesou

    (@melliesou)

    Hi @oakleystudio,

    Thanks for sending me the details: I’ve taken a look and it doesn’t appear to be a theme issue. However, it’s likely a user-role restriction. Can you compare the capabilities of the user role from the table in this link?
    https://getawesomesupport.com/documentation/awesome-support/admin-roles-capabilities/roles-capability-table/

    Following that table, if the capabilities for the support users are all correct, and the buttons still do not show, do you have the option to change your template temporarily and see if that solves the issue?

    (I’ll mark this thread as resolved for the most common use case of troubleshooting this issue). Please update here if you have new information and I will take a look.

    Thread Starter oakleystudio

    (@oakleystudio)

    Thanks @melliesou for your help with this. According to that table, Support Users should have 7 capabilities; two more than the 5 listed in your documentation. Unfortunately I only see 6 of these 7 capabilities in my User Roles Editor. The one that is missing is: “ticket_manage_ticket_type (5.9)”

    I added the “ticket_manage_privacy (5.2)” capability, and tested viewing a ticket from a Subscriber account. I still only the original ticket title and body; no replies.

    So then I switched to a different non-Divi theme… and now my Subscriber can view the replies, and add additional replies! So I guess this is another example of your plugin not able to play nice with Divi theme. 🙁

    Does this mean you are done helping me? Time to seek support from the Divi developers?

    Plugin Author melliesou

    (@melliesou)

    Hi @oakleystudio,

    Troubleshooting the Divi issue looks like it will resolve the issue. Sometimes Divi co-operates, but in other cases, it doesn’t. When it doesn’t co-operate, the solution requires some investigation. (Turning on debug mode, or even asking Divi support for some troubleshoot advice). When you troubleshoot with Divi; finding out what is generating the error (backend or front-end) and when isolating that issue, will help to figure out the cause of the issue. Also using WordPress debug mode https://codex.wordpress.org/Debugging_in_WordPress can help to uncover errors or issues that you don’t see otherwise.

    Please keep posting more information in the debugging process and I’ll be here to help.

    Thread Starter oakleystudio

    (@oakleystudio)

    I’ve done a bit more investigation on my own. My site used a LOT of different plugins, so first thing I wanted to do was see if some other plugin might be interfering. Tested. Nope — even with ALL the likely suspect plugins turned off, the ticket with replies is still not showing up in Divi. So yes, it is looking like a Divi problem.

    Furthermore, I have tested stripped out all my own custom CSS from the Divi theme, to see whether that makes a difference or not. Nope — Divi without any CSS still can’t display the Support Ticket properly to regular users.

    In addition, I took a look at the code being delivered to the web browser, comparing what Divi displays, and what an alternate (working) theme displays… And it looks to me like you add all the ticketing functionality in ::before and ::after pseudo elements. Can you confirm that is true? Or not?

    That may help us focus a troubleshooting request with Divi developers, Elegant Themes.

    Plugin Author melliesou

    (@melliesou)

    Hi @oakleystudio,

    Thanks for the additional information. Yes, there are elements using ::before and ::after pseduo-elements in the Agent front-end. You can verify these references in the css file: agent-frontend\assets\css\datatables.css

    Hope that helps with troubleshooting with Divi developers.

    Thread Starter oakleystudio

    (@oakleystudio)

    I submitted a support request to Elegant Themes this morning. Let’s see if they can suggest a solution.

    While we’re waiting for that, can you you check with your own site design people and see how you have managed to get the Divi theme to work with Awesome Support on your own website? Obviously you have found a solution to this issue, right?

    Thread Starter oakleystudio

    (@oakleystudio)

    Hi Milliesou,

    I’ve been in touch with Divi support, and they want more info from you…

    … when I check the source code of that page I did not find those elements, could you please ask plugin developer more info on this which particular code of theme causing that issue so I can forward this to our dev team. Because we do not know how they are coded, You need to contact plugin developer for more info on this. If they suggest anything specific to be done from our side, Please let us know, We can check it further.

    I will ask them to communicate with you through this support forum on WordPress.org, unless you have a better idea.

    Thread Starter oakleystudio

    (@oakleystudio)

    Also, you refer to a specific “datatables.css” file, which I am not able to find in the /wp-content/plugins/awesome-support/ directory. Where is that file located?

    Thread Starter oakleystudio

    (@oakleystudio)

    To help troubleshoot this apparent Theme/Plugin conflict, I have spun up a fresh WordPress install on one of my Staging servers. Then I installed Divi theme, then I installed and configured Awesome Support…

    http://divi-test.oakleystudio.com

    That’s my test site. And with no other plugins installed, it looks like Divi is able to display Support Tickets just fine! Including all the replies, and the buttons, “My Tickets,” “Open a ticket,” and “Privacy.” So now it’s starting to look like this is NOT a Divi Theme issue. I will revisit my plugin testing and see if there is another Plugin that is causing the support tickets to not display properly.

    Please do not close this ticket yet, in case I need to have further discussion with you. Thanks for your assistance.

    Plugin Author melliesou

    (@melliesou)

    Hi @oakleystudio,

    Noted about the investigation you are doing; I’ll be here if you have more questions.

    Thread Starter oakleystudio

    (@oakleystudio)

    Here is some info from Divi technical support…

    “I checked all possible settings however they look the same as on another website that you have. And I also do not see any PHP or JS errors.”

    “The template of the form is not loading on tickets. I am not sure how the template is loading exactly since it’s not our plugin. Please reach out the plugin developers and ask them to trace this, they know their plugin better and should be able to do that. Seems like there is a condition that return false and template is not loading, however I can’t tell for sure. This issue is not related to CSS and pseudo elements.”

    “Also the ticket post type is loading page template which doesn’t look correct since custom post types should load single.php if it exist in the theme. I added the following code to check this:”

    [ screenshot ]*

    “Please verify with the plugin developers if this is intended behaviour. Let me know what they say!”

    You can view the screenshot on my Staging website here:
    https://staging.oakleystudio.com/wp-content/uploads/Divi-AS-Editor.png

    And here is another screenshot of the User ticket, showing just Title and original support request, with no replies visible, and no form for a User to add their own reply.
    https://staging.oakleystudio.com/wp-content/uploads/TicketTitleNoReplies.png

    It looks like this is back to you.

    Thread Starter oakleystudio

    (@oakleystudio)

    Please do not mark this support test “Resolved” just yet.

    Plugin Author melliesou

    (@melliesou)

    Hi @oakleystudio,

    What is the key difference between the working site here:
    http://divi-test.oakleystudio.com
    and the site that is not working? The difference is likely the cause of the issue here. Is it customizations on top of Divi, or is it customizations on top of the base WordPress site? Finding out what those differences are, we can drill down into why one is working and the other is not.

    Thread Starter oakleystudio

    (@oakleystudio)

    Key differences: On my Staging site (copy of my Live site, where I first discovered this issue 8 days ago) Awesome Support displays only Ticket title and original support request — no buttons or form to add a new reply. While on the divi-test site, Awesome Support displays Tickets just fine.

    Both sites have over a dozen other plugins installed, all TURNED OFF for testing. The Staging site had “Additional CSS” customization but that has been removed for testing. No customizations to the WordPress files themselves have been made to either site.

    Divi technical support are focusing on how your Awesome Support form templates are supposed to load, and have a very specific question about that. (See their question in my first post from today.)

    So before we go guessing at other possibilities, can you see if your developers have a response to Divi tech’s question?

Viewing 15 replies - 1 through 15 (of 21 total)
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