Awesome Support the ticket generating plugin for WordPress. We have tried to make easier to sms notification to users through Awesome Support by following easy steps.
Awesome Support to customer
Steps to send sms notification to user.
- Navigate to SMS Alert plugin.
- Enable and modify the SMS content for sending message to customer.
- Click on save changes.
FAQ’S
1. What does this integration allow me to do?
It enables you to send SMS notifications to users (customers) when specific ticket-status events occur in Awesome Support, via SMS Alert’s gateway.
2. Which ticket-status events trigger SMS notifications?
According to the Knowledge-Base article, the supported events are:
– When a customer ticket is New.
– When a customer ticket is In Progress.
– When a customer ticket is On Hold.
– When a customer ticket is Open.
– When a customer ticket is Closed.3. How do I enable the SMS notifications for Awesome Support?
1. Go to the SMS Alert plugin in your WordPress admin.
2. In the integration section for Awesome Support, enable “SMS to customer” for the events you want.
3. Modify the SMS message template(s) to suit your needs.
4. Save the changes.4. Can I send SMS to the admin/staff as well as to the customer?
The article explicitly mentions “Awesome Support to customer” and focuses on customer-side notifications. It does not mention admin/staff SMS notifications for ticket events in this integration. If you need admin alerts, you may need to check if SMS Alert or Awesome Support has support for that or consider a custom hook.
5. What should I check if the SMS messages aren’t being sent?
Troubleshooting steps:
– Verify that the SMS Alert plugin is configured correctly (API credentials, sender ID, your account credits).
– Ensure that the ticket status event (e.g., New → In Progress) is actually occurring in Awesome Support.
– Confirm that in the SMS Alert integration section the correct event(s) are enabled and the message template is saved.
– Check if the customer’s mobile number is captured in their user profile and in a correct format (country code, etc) so SMS Alert can send.
– If you are in a country with SMS regulation (e.g., India with DLT rules), make sure your sender ID and templates are approved.6. Are there any limitations or special considerations noted?
– Only the five ticket-status events listed (New, In Progress, On Hold, Open, Closed) are covered by default in this integration. If you use custom statuses in Awesome Support, they may not trigger SMS unless custom-configured.
– Because the feature is for customer notifications, you’ll need to check whether you can also send to other parties (agents/staff) if needed.
– Monitor cost and ensure compliance with local SMS/telecom regulations (sender ID registration, template approval, opt-out policy).
– Testing is important: simulate each event to verify the SMS is sent and delivered.7. How do I get started quickly (a basic checklist)?
1. Install & activate the SMS Alert plugin and link it to your SMS Alert account (ensure credentials/sender ID are set up).
2. Ensure Awesome Support is installed and active, with your ticketing workflow configured.
3. In SMS Alert → go to the “Awesome Support” integration section.
4. Enable SMS to customers for the events you wish (New, In Progress, On Hold, Open, Closed).
5. Edit the SMS content templates as required (e.g., “Your ticket status is now {status}”).
6. Save the configuration.
7. Test by creating a ticket, changing its status through the defined events, and check if your mobile receives the SMS.
8. Monitor SMS delivery and cost, and refine message content or event triggers accordingly.