Awesome Support Review
Free WordPress help desk plugin with paid add-ons for ticket management.
- From:
- $149/yr
- Founded:
- 2014
- HQ:
- CA
Awesome Support is a help desk plugin for WordPress: the ticket queue runs inside your own WordPress site, the core plugin is free, and you pay a yearly per-site fee for bundles of add-ons instead of a monthly fee per agent. For a WooCommerce store already running on WordPress, that is a cheap way to get tickets tied to purchases. The cost the pricing page leaves out is that you become the hosting, security and upgrade team for your own help desk.
Is it right for your team?
Tick what's true for you.
Points for
Points against
Tick what describes you. We'll weigh it against this review.
What it does
- Installs as a WordPress plugin; customers open tickets from a Submit Ticket page you add to your site menu
- Free core: a log of every action on every ticket, email notifications on six events, auto-assignment to the agent with the fewest open tickets, 13 custom-field types, file attachments with limits you set, and agent time tracking
- Unlimited agents and unlimited tickets, with no per-agent fee on the free plugin or the paid add-ons
- Free importer for existing tickets from Zendesk, Help Scout and Ticksy
- Paid add-ons include email-based ticketing, canned responses, private notes, FAQs, custom statuses, Slack and SMS alerts to agents, auto-close for abandoned tickets, guest tickets, satisfaction surveys, SLAs, company profiles, a rules engine with Zapier, and a Gravity Forms bridge
- Ecommerce add-ons for WooCommerce, Easy Digital Downloads and Envato check tickets against past purchases and licences, and can restrict who gets to open one
- REST API, plus a Facebook Messenger chatbot add-on
- Missing: core has no email inbox. Taking tickets by email is a paid add-on, and the pages we read list no live chat, no phone channel and no Shopify integration
Pricing at a glance
| Plan | Licence | What you get |
|---|---|---|
| Standard | $149 a year | $149 / Year with 1 year of support & updates. |
| PRO | $229 a year | $229 / Year with 1 year of support & updates. |
| ENTERPRISE | $289 a year | $289 / Year with 1 year of support & updates. |
| AGENCY | $409 a year | $409 / Year with 1 year of support & updates. |
Prices in US dollars. Source: getawesomesupport.com/pricing, checked .
- Priced per WordPress site, not per agent. Every bundle includes unlimited agents, unlimited tickets and one year of support and updates
- Free core plugin: $0 on WordPress.org
- Standard: $149 billed annually for one site, $199 billed annually for 2-5 sites, $249 billed annually for unlimited sites
- Professional (labelled "PRO" on the pricing page): $229 billed annually for one site, $299 billed annually for 2-5 sites, $399 billed annually for unlimited sites
- Enterprise: $289 billed annually for one site, $399 billed annually for 2-5 sites, $549 billed annually for unlimited sites. It adds satisfaction surveys, public tickets, private credentials and productivity tools to Professional
- Agency: $409 billed annually for one site, $799 billed annually for 2-5 sites, $999 billed annually for unlimited sites. It is the only bundle with SLAs, company profiles and Gravity Forms. (The REST API add-on is free.)
- No monthly billing option appears on the pages we read. Bundles are "billed once per year until cancelled", so they renew automatically
- Standard is eight add-ons: email support, notifications, canned responses, private notes, FAQ, custom status, Filestack and Mailchimp
- Professional adds WooCommerce, Easy Digital Downloads, Envato validation, guest tickets, auto-close and dashboard report widgets. For a store, the $80 a year difference between the single-site prices is the real entry price
- Individual add-ons start at $29, and the homepage says most cost under $50. That page gives no billing basis, but the bundle page says most add-ons are subscriptions by default
- The vendor's discount claims don't match: "save up to 80%" on the pricing page and "30% - 70%" on the homepage
AI pricing
- "Smart Replies With AI Integration" is listed as an add-on on the pricing page. The homepage describes it as smart automated replies "via Artificial Intelligence Engines"
- None of the pages we read gave its price, the bundle it belongs to, or the AI engine behind it
- We could not tell whether the AI engine sends its own bill on top of the add-on. Ask before you buy
- Nothing we read says the AI can act on a WooCommerce order. Assume it drafts or sends replies and nothing more until the vendor shows otherwise
Before you commit
- Self-hosted means the uptime, backups, security patching, plugin conflicts and email deliverability are all yours. When a WordPress update breaks the ticket page, your own team gets the call
- If you cancel, the software usually keeps working but updates stop. The vendor warns that a future WordPress or core update may break it, and you would then need a new licence
- Without the Guest Tickets add-on (Professional and up), customers make an account on your site before they can open a ticket. A first-time DTC buyer asking "where is my order" won't want to register to ask
- The core plugin needs WordPress 5.6 and PHP 7.4 and is tested up to WordPress 7.1.3, per WordPress.org. The bundle pages still list older minimums (WordPress 4.9, PHP 7.1)
- The core plugin is still maintained: WordPress.org lists version 6.4.1, updated on 29 September 2026. The vendor's own blog has not posted since December 2023, so check the WordPress.org changelog rather than the blog for release news
- The published phone number is for pre-sales and legal questions only. Product support comes from the year of support included with a bundle, and priority "support tokens" cost extra (price not checked)
- The pages we read don't mention security certifications or compliance attestations. Your data sits on whatever hosting you choose
Who should buy it, and who should skip it
Who should buy
- WooCommerce or Easy Digital Downloads stores already on WordPress that want tickets checked against orders and licences
- Envato and digital-product sellers who need to gate support by purchase code
- Teams with many part-time agents, where a per-seat fee would cost more than the help desk is worth
- Shops with a WordPress developer on staff or on retainer
Who should skip it
- Shopify or other hosted-storefront brands, since this runs inside WordPress
- Teams that need live chat, phone, Instagram or WhatsApp in the same queue
- Anyone without someone to maintain WordPress, hosting and backups
- Buyers who want AI that resolves tickets on a published price
- Teams whose procurement asks for a vendor-hosted SLA or security attestations
How we checked this
Bundle prices were read from Awesome Support's own pricing page and its Standard and Professional bundle pages on 2026-10-06. The prices are in the page text, and both page types agree on the single-site figures. The pricing page's comparison grid lists the same 37 items under every bundle, so its checkmarks did not come through as text and can't show what each bundle includes. Bundle contents therefore come from the individual bundle pages. The single-site prices were re-verified against the pricing page on 2026-10-12, and the Enterprise and Agency bundle pages and the core plugin's WordPress.org listing (version, last update, requirements, attachment settings) were read in our fact check. We did not read the add-on catalogue, the AI add-on page or the purchase terms, so the AI pricing is marked unverified above. The vendor's footer gives Ontario, Canada as its location, and we could not confirm a founding year on any page we read. No review-site text was used.
What’s new in Awesome Support
The latest from Awesome Support’s own changelog, linked to each post.
- Enhancing Issue Tracking in Awesome Support’s Latest Version 2.0.0
getawesomesupport.com
- What’s new for the Awesome Support Agent Front-End add-on 2.2.4
getawesomesupport.com
- Coming Soon: Awesome Support V 6.0
getawesomesupport.com
- 2018 – Another Year, Another 100+ Additional Functions To Awesome Support
getawesomesupport.com
- Power-pack 4.6.0 – Coming Soon
getawesomesupport.com
- Satisfaction Survey 2.0 – Coming Soon
getawesomesupport.com