Version 9.0 breaks everything

I understand the concern and of course some users will not accept this change. But this step was taken to work with any WordPress website.

Below are few advantages of this:

1.
We want to improve this plugin so that it will be great alternative for expensive third party services. To do this, front-end features will need some big files to load to give first class experience. This may trouble main website to load slow if we go with shortcode method. By going this way, neither we load theme parts nor website load our files and both work smoothly.

2. There may not be any design conflicts with the website at all.

3. There may not be any conflict with any other plugins.

Even though we are not using theme, there is possibility of adding menus to redirect customer to place you want ( rather you can clone your main header menu by creating same menus ). Colour of the header back-ground can be customised with custom css so that it look like your website up to some extend.

Those who want to go with this will need to compromise the fact that support page will not use their theme but looking at advantages, it should not be a problem.

For us, plugin work with all WordPress installation without issues is more important than work on few installations. This solution bring this change for us.

I do agree with you that this version has many advantages.
But I would like both the advantages an GUI of my website.

Let see if it is only a “few installations” that do not like this change.
If I would be you I would not have gamble on that. Wish you good luck!

This is the worst decision you could’ve made. Bring back the integrated version or at give us an option to enable or disable the new GUI. My team and I worked hard to integrate the plugin within our site using shortcodes and now you messed it up with this update.

The site integration was the ONLY reason we chose this plugin over other options.

Do you even realize how hard it is to get website members (we have thousands) to get used to this change? Do something to fix this and do it now!!!!!

Hello guys,

I am looking to the options if it is possible to load theme header and footer. I’ll get back here within 2 days to confirm.

WTF? Support Plus has just stopped working on our website — how to I get it going again?

The page that used to display tickets now just shows

[wp_support_plus]

in it?

How do I fix this? NOW???????

@dhjdhj

I had same problem.
Only way to go back is to restore your site prior to plugin update.

@pradeepmakone07

Pradeep,

While your are looking into it…

The important thing is to get the customer(member) interface integrated with the website.
The agent, supervisor, admin interface is less of a problem as these people are internal staffs.
If your could just give us back the Shortcodes [wp_support_plus_create_ticket] and [wp_support_plus_all_tickets] usage, that would do the job.

Yep — fortunately I have a great plugin called Updraft (and I just bought the Pro version to support him) that had the old version of the plugin which I was just able to install and it works.

Then I found a plugin that can be used to selectively block updates:
https://www.ads-software.com/plugins/stops-core-theme-and-plugin-updates/

Installed that, blocked WP Support and I’m up and running again.

Next step is to find a replacement for WP Support — it’s absurd that the developer thinks it’s ok to just break your system.

I’m afraid that when it comes to this kind of software (where dozens of customers suddenly can’t reach us due to this blind kind of breaking), I go along with the motto from Asimov’s US Robots

“Nobody makes the same mistake twice. They’re fired the first time”

Well, I’ll agree – completely disregarding the site’s design elements in this update is pretty lame. Back to in-line styling, please; or at least an option to enable it.

• This reply was modified 7 years, 2 months ago by rhysewest.

Hello guys,

We apologies for the inconvenience being caused to you.

I now have come to decision that we will create three shortcodes as suggested by @ldeschenes for customers:

1. Create Ticket
2. Ticket List
3. Open Ticket

New interface can be restricted to support members only (agent, supervisor, administrator).

We’ll try to complete this by this weekend or as soon as we can.

Hello,
as I am a user and customer myself, I agree with the other users opinions about having the option to integrate better into website theme.
Otherwise what’s the point of getting a WP plugin instead of going with a dedicated support website.
The header menu is the most important thing, along with being able to easily change background and buttons colour, with some dedicated options.

Thank you for your hard work,

Best regards

Hello,
I am a user of this plugin since more then 1 year (thank you for your work!) and yesterday I decided to upgrade to v9.0 and purchase the full addon pack.

I have got some urgent problems with the new v9.0.0.

Aside from the website style integration issues (already reported by other users):
1. Email notifications don’t work anymore. Only the customer gets emails for tickets creation and replies. Staff doesn’t’ receive any mail when customer create tickets, even if they are checked in the recipients of email notification settings. Agents are automatically assigned on ticket creation, but still don’t receive any reply.

2. Having to confirm each time we post a reply or change status is annoying. Please give an option to add/remove confirmations

3. Trying to close ticket from ticket form does not work. It works only from tickets list.

4. The lack of website integration in v9 causes problems also in the Sign Up buttons. I had to manually edit header.php file to redirect to make SignUp button redirect to my custom signup page.

5. Reply emails that customer get are not displayed correctly. The strings inside the brackets {} are not formatted.
What they get is:

{reply_by_name} ({reply_by_email}) wrote:

this is reply text body…

Please solve these issues, because for now we have been forced to revert to old version v8, even if I was happy to purchase the full new pack to support development.

Thanks

Just for the record, I care much less about how well or not the plugin integrates with the theme. I care a hell of a lot more about the plugin failing to work!