Hello,

We have received a final reminder from OpenAI stating that the model chatgpt-4o-latest will be deprecated and shut off on February 17, 2026` for API usage.

OpenAI recommends migrating to GPT-5.2 for most API use cases or optionally using gpt-5.2-chat-latest for chat improvements.

However, in our current integration settings, there are no available options to select GPT-5.2 or any newer recommended models. The only selectable models are those shown in the attached list (such as gpt-3.5-turbo, gpt-4 variants, gpt-4o, gpt-4o-mini, chatgpt-4o-latest, etc.).

Since chatgpt-4o is being discontinued and there are no alternative GPT-5.2 options available in the model selection list, we kindly request:

1. An urgent update of the integration to support GPT-5.2 (or the currently recommended replacement model).
2. Confirmation of which model we should migrate to within this system.
3. Guidance on how to prevent service interruption after February 17, 2026.

This issue is time-sensitive due to the upcoming shutdown timeline.

Thank you in advance for your assistance.

Best regards,

Hello Team, we are encountering a problem with FluentSupport. When a draft is created and we go back and click "modify", then no text appears in the field which appears completely blank. Could you check?

Hello! I'm trying to figure out a way of sending a customized based on the support ticket tag. Is that possible?

I know you can link to automations in FluentCRM but, I'm not able to populate any of the support ticket information there. I was hoping there might be a way to do this within FluentSupport.

1. Please add the ability to create folders to organize the many saved replies we have.
2. It would be amazing to be able to respond to a Fluent Board comment from a saved reply.

The new Fluent Support 2.0 is faaaaar way better! Great job wpmn team!

I'm super excited to share this with you. We have just released Fluent Support 2.0, and honestly, this is probably our biggest update to date for this product.

We rebuilt the entire interface from scratch. The whole admin panel, ticket management, reports... everything got a complete makeover.

What's new:

🎨 Completely redesigned UI - Modern, cleaner, faster. We reviewed every screen and rethought how it should function. The new card-based ticket view is so much easier to scan.

⌨️ Keyboard shortcuts - For those of you who live in the support dashboard, you can now fly through tickets without touching the mouse.

📊 Better reports - New charts, activity heatmaps, team performance insights. Actually useful data now.

🔧 PHP 8.4 ready - We modernized the entire codebase. Better security, better performance, future-proof.

🌍 Full RTL support - For our Arabic and Hebrew users, the whole interface now works properly.

Plus dozens of smaller improvements... drag & drop image upload, better mobile responsiveness, cleaner settings organization.

We've been working on this for months and I'm genuinely proud of what the team built here. Go check it out and let me know what you think!

• Full changelog: https://fluentsupport.com/fluent-support-2-0-releasenote/
• Check out changes visually: https://fluentsupport.com/fluent-support-2-0/

Happy supporting! 💪

I want to raise a feature request that I believe is fundamental for any mature helpdesk: a native "Outbound / Proactive Ticket" workflow where the agent can start the conversation and the customer replies into the same ticket thread.

Current situation:
Fluent Support has "Create Ticket on Behalf of Customer", but the initial message (Ticket Details) is stored/displayed as if the customer wrote it (customer avatar, customer as the author of the first public entry). That design makes sense when an agent logs a request that came from phone/Viber/etc. However, it breaks a very common real-world workflow: the business needs to contact the customer first, and then the customer replies via email and the full conversation stays inside the same ticket, with the agent clearly being the thread starter.

Yes, we can use a workaround (create the ticket with a placeholder and immediately reply as agent), but this is still a workaround and it has real downsides:

• The timeline/audit trail is not correct: the first public message looks like the customer initiated the ticket.
• Reporting/analytics become misleading (who started the conversation, first response time, etc.).
• It complicates daily operations when you want to keep all customer communication inside Fluent ecosystem instead of sending separate WooCommerce customer notes or direct emails.

Why this matters:
In e-commerce support, outbound tickets are constant (courier delays, missing info, proactive updates, order verification, resolution follow-ups). Most major helpdesk platforms support agent-initiated/proactive tickets as a first-class feature. Fluent Support is excellent overall, but this missing piece forces us into workflows outside the system.

What I am asking for:
Please add a native option to start a ticket as an agent with an outbound message, while still keeping the customer as the requester/contact. For example:

• A "New Outbound Ticket" button or a toggle when creating a ticket.
• The first public entry should be authored by the agent (agent avatar/name).
• The customer receives the email and can reply via email piping, and replies are appended to the same ticket thread (existing piping already handles this part well).
• Optionally tag/flag it as "Outbound initiated" for reporting.

This would remove a major friction point and bring Fluent Support in line with how professional helpdesks operate in the real world.

I feel like live (and AI) chat would be HUGE. It would be especially helpful if it handled multi-channel messaging like Whatsapp, FB, Instagram, etc. along with FluentCart and Woocommerce purchase integration.

Sometimes you want to consult with colleagues about a ticket or draw another agent’s attention to a ticket. It would be nice if we could tag each other in an internal note. We make extensive use of this in another system, and it would be great if this were also possible in Fluent Support.

Will the new version of FluentSupport have the drag and drop feature for attachments?