Welcome!

Installation

Once you download .zip file from CodeCanyon, open it and find di-aiosc.zip inside.
Copy di-aiosc.zip somewhere on your hard drive and then follow steps below:

To add a WordPress Plugin using the built-in plugin installer:

To add a WordPress Plugin using FTP:

Setup - Staff Members

Once you have installed AIOSC, your administrator account is granted with AIOSC Supervisor role.
If you have a team of people that will be responsible for answering tickets, you should go to Users » All Users in your WordPress dashboard and give AIOSC Operator to your team members like on the image below:

Setup - Departments

Departments are sections assigned to each staff member who is responsible for answering certain topics. Departments may be assigned to more than one staff member, but if you don't assign any, department will be inactive for use until you assign at least one staff member to it.
When Customer is submitting ticket, he will be asked which department his ticket is addressing. If only one department is available, there will be no drop-down on client side, instead, his ticket will be assigned to that department automatically.

AIOSC will create one department on plugin installation called "General Questions" with your account assigned to it, so it is ready for use right after installation. However, you might want to change it, or create new departments so you should go to Support Center » Preferences » Departments tab and make changes there:

Once you hit "Edit" link, you will be transfered to new page where you can apply edits. Same screen is shown when adding new department:

Setup - Priorities

Priorities are used to determine how urgent is user's request. You can assign Priority Level (highest = more important), Priority Color (to visualize how important it is. For example, if something is highly important, you would put red color, but of course, you can pick any color you want).
When Customer is submitting ticket, he will be asked what is the priority of his request. If only one priority is available, there will be no drop-down on client side, instead, that priority will be used automatically.

AIOSC will create one priority on plugin installation called "No Priority" (level: 0), so plugin is ready for use right after installation. However, you might want to change it, or create new priorities so you should go to Support Center » Preferences » Priorities tab and make changes there:

Once you hit "Edit" link, you will be transfered to new page where you can apply edits. Same screen is shown when adding new priority:

Setup - Cron

This new feature came with AIO Support Center 2.0 and it allows you to run few scheduled tasks on your host such as auto-closing inactive tickets, or sending reminders to customers.

In order to use this feature, you will have to add new cron job in your hosting panel. Here are guides for various hosting panels:

Preferences - General

By going to Support Center » Preferences » General tab, you can customize general settings for AIOSC. We will explain what each field does:

Preferences - Tickets

By going to Support Center » Preferences » Tickets tab, you can customize ticket related settings for AIOSC. We will explain what each field does:

Preferences - E-mail » Auto Responders

By going to Support Center » Preferences » E-Mail » Auto Responders tab, you can customize e-mail notification settings for AIOSC. We will explain what each field does:

Preferences - E-mail » E-Mail Piping

E-mail piping allows emails to be sent to specific address so AIO Support Center can handle received e-mails and create replies out of them. This is useful if you want to allow user to post replies on their tickets by directly replying to unique generated e-mail address, without even opening your website.

For security reasons, we are comparing User ID, Ticket ID, Ticket Hash Code and User Email to make sure only the right user can post replies to specific tickets (their own), which means that user cannot reply from other e-mail address than the one he used for registering on your website.

Receiving tickets thorugh e-mail piping (click image to enlarge)

Receiving ticket replies thorugh e-mail piping

Before setting up E-Mail Piping in AIO Support Center, you will have to prepare your e-mail address and sub-domain in cPanel.
Please watch the short video (make sure you enable Annotations while watching it) below to see how to set up e-mail piping in cPanel.

Preferences - E-mail Templates

By going to Support Center » Preferences » E-Mail Templates tab, you can customize e-mail templates that are used by Auto Responders.

You can add dynamic content tags that will be replaced automatically once e-mail is sent:

Preferences - Pages

If you want to use AIO Support Center in front-end, like letting users to create new ticket directly from front-end, without need to go to WordPress dashboard, you will have to create three new separate pages that AIOSC will use:

By going to Support Center » Preferences » Pages tab, you set which front-end pages will contain specific AIOSC shortcodes. We will explain what each field does:

Preferences - Add-Ons

This is the main reason why we have re-written original Support Center from scratch - To make it extendable!
It means that we can further extend AIO Support Center functionality to meet specific user requests.

All original AIOSC Add-Ons you install will create a new tab on this page where you can see and modify add-ons preferences, but each add-on will have it's own documentation as every other DiWave product.

Shortcodes - New Ticket Form

[aiosc_ticket_form]
This shortcode displays ticket creation form as below:

Shortcodes - Ticket List (My Tickets)

[aiosc_ticket_list]
This shortcode displays ticket list table with search function and pagination as below:

Shortcodes - Ticket Preview (Single)

[aiosc_ticket_preview]
This shortcode displays ticket preview page as below:

User Roles & Capabilities

Here is the full list (from highest to lowest) of all AIOSC roles and capabilities they have:

Compatibility & Requirements

Support Center was made using PHP 5.3 and WordPress 3.9 , but since it uses common WordPress API and PHP functions, it should work on older versions as well, but there’s no guarantee.

Minimum System Requirements:

PHP Version: 5.3+
WordPress Version: 3.9+
WordPress - access to admin-ajax.php from both front-end and back-end (some themes and plugins may block this)
Browser Support: Google Chrome | Mozilla Firefox | Opera | Safari | Internet Explorer 8+

Recommended:

PHP Version: 5.5+
IMAP ENABLED (php extension)
WordPress Version: 3.9.1+
WordPress - access to admin-ajax.php from both front-end and back-end (some themes and plugins may block this)
Browser Support: Google Chrome | Mozilla Firefox | Opera | Safari | Internet Explorer 9+

Frequently Asked Questions (FAQ)

Sources & Credits

• FamFamFam - We have used Silk icons made by Mark James in our product