Thank you 🙏 for purchasing uSupport – The Support Ticket Plugin for Ultimate SMS.

Created by 🛠: The Codeglen Team

uSupport is a powerful, flexible, and user-friendly support ticket plugin for Ultimate SMS. It provides a complete customer support solution in one place.

With uSupport, you get a full-featured ticket management system, a centralized inbox, and automated ticket routing. It also includes an agent management system to organize your team and track performance.

Key features include real-time ticket tracking, SLA management, an integrated knowledge base, and built-in performance analytics. Supporting multiple languages, uSupport helps you improve efficiency, deliver better customer experiences, and scale with your business needs.

Quick Installation & Getting Started

1. Backup Your Ultimate SMS Files and Database

Before installation, log in to your hosting control panel (such as cPanel) and create a full backup of both your Ultimate SMS files and database. This is important because the plugin will add new database tables and update some existing files.

2. Version Compatibility (for versions below 3.14)

If you are using Ultimate SMS version 3.13 or earlier, you’ll need to upload the full compatibility files included with the plugin. Please follow these steps:

1. Inside the plugin package, locate the folder named uSupportVersionCompatibility. Upload the appropriate ZIP file for your Ultimate SMS version to your server.
2. Replace the files in your Ultimate SMS installation with the ones inside the uSupportVersionCompatibility folder.
3. After uploading, visit the update URL in your browser. For example:
   https://yourdomain.com/portal/update
   If you installed Ultimate SMS in a subdomain (e.g., portal.yourdomain.com), adjust the URL accordingly.
4. You’ll be redirected to the update page. Click the Update button to start the process.
5. Once the update is complete, log in to your Admin Portal and go to: Plugins >> Add Plugin.
6. Click Upload Plugin, select the uSupport.zip file from your server, and click Upload.
7. After installation finishes, you’ll be redirected to the Plugins page.
8. Click Enable to activate the plugin.
9. Once enabled, a new Support menu will appear in your dashboard.

3. Post-Installation Setup

Configure General Settings

Go to Support → Settings → General Settings and complete all required fields. ⚠️ If any fields are left empty, the plugin may not be able to send emails properly.

Add Support Agents

Navigate to Support → Agents to add and manage your support agents. Agents will handle customer tickets and provide assistance.

Set Up Categories

Go to Support → Categories to create categories. Categories help organize tickets and articles for easier navigation.

Publish Knowledge Base Articles

Navigate to Support → Articles to create helpful articles. These can be used as a self-service knowledge base for your customers.

Create and Manage Tickets

Go to Support → Tickets to create, view, and manage support tickets. This is where you’ll handle customer issues and track progress.