Agents and Admin can’t reply to tickets

  • Resolved mann138

    (@mann138)


    4 years, 5 months ago

    Dear all;

    We inherited a site with awesome support and integration with gravity forms, the site was completely outdated so we went through the process of updating wordpress + plugins.

    Currently we have wordpress 5.5.1, awesome support 6.0.0, Awesome Support: Gravity Forms 1.5.0. and Gravity Forms 2.4.20.3

    After finishing updating and re configuring all aspects of the site we encountered an issue with awesome support in which neither admins nor agents can’t reply to new tickets.

    New users and existing users can continue submitting tickets and also adding more comments to already existent tickets.

    I already tested with what is suggested in the faq regarding adding to wp-config.ini the line define(‘CONCATENATE_SCRIPTS’, false ); and also checked for the .htaccess files which do not have any restriction.

    This is the screen that the admin of the web sees when he tries to reply a ticket;

    View post on imgur.com

    This is the screen that the agent sees when he tries to reply tickets that are assigned to him;

    View post on imgur.com

    Notice that in both cases there is a toggle replies link, however there is no field to type any reply. There is a button for replying and also for replying and closing the ticket.

    As for users, they can add new tickets and comments from the webpage without any issue;

    View post on imgur.com

    Thanks for any guidance refering this matter.

    Cheers.

    **
    Edited due to update in Gravity Forms to version 2.4.20.3. Problem persists.

    • This topic was modified 4 years, 5 months ago by mann138.
    • This topic was modified 4 years, 5 months ago by mann138.

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

Viewing 3 replies - 1 through 3 (of 3 total)
  • Thread Starter mann138

    (@mann138)

    I rolled back to a previous version of the site which has WordPress version 4.9 and started updating manually once again to find where the plugin fails;

    * Updated to WordPress 5.5.1 and kept Awesome Support version 5.8.0, Awesome Support: Gravity Forms 1.5.0 with Gravity Forms 2.2.6.4 and still works. WordPress keeps showing this error;

    “Awesome Support: Gravity Forms requires Awesome Support to be active. Please activate the core plugin first.” – Awesome support is active and working.

    * Updated Awesome Support to last version 6.0.0 and plug-in broke with error described in original post. WordPress error disappeared.

    In regards to this error, I am forced to freeze automatic updates to plug-ins.

    Any guidance into this matter is appretiated.

    Thanks.

    Plugin Author yeisonbp

    (@yeisonbp)

    Hi @mann138,

    Do you have an active subscription? I am able to offer you Support for the core plugin here, but for the premium add-ons (Gravity Forms Bridge) please write us a ticket in the link below:

    https://getawesomesupport.com/submit-ticket/

    Also, what is your PHP version? Please check it’s at least 7.1. Plus, please try to deactivate your other plugins and switch to a default WP them and activate one by one until(if) the issue disappears.

    Regards.

    Thread Starter mann138

    (@mann138)

    Hello @yeisonbp;

    Thanks for your reply. Sadly I don’t have an active subscription due to inheriting the webpage from a company that developed the system but didn’t pass down the subscription of the plugins. They will take care of it now so hopefully it gets fixed. Maybe they will submit a ticket through your page to ask for support as it is a requirement that the system must be updated.

    Anyways, we have PHP Version: 7.2.33.

    In case the company that is in charge of fixing this doesn’t do it, I will come back here.

    You can close this topic if you want. I will open a new one in case I need support.

    Thanks @yeisonbp

    • This reply was modified 4 years, 5 months ago by mann138. Reason: typo
Viewing 3 replies - 1 through 3 (of 3 total)
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