If you wanted to know which agent slowed down this month, or which product ate up most of your support hours, you exported data and worked it out yourself. Not anymore.
Advanced Reports
Six pages: Ticket Overview, Agent Performance, Product Insight, Business Boxes, Activity, and AI Ticket Audit. Date range filters on everything, with comparison charts so you can see this month against last.
Reporting data is also captured every six hours, so you can switch between Live and Snapshot and see where you were against where you are now.
AI Ticket Audit
Run your tickets through your AI provider (OpenAI, Gemini, or Anthropic, your own key) and you get a mood reading and a review of the conversation. Filter by sentiment and the unhappy threads come straight to the top, before that customer gives up and writes a review instead.
Per-user rate limits are there, so nobody burns through your API budget by accident.
Also in this release
- reCAPTCHA on portal ticket forms, v2 or v3. Spam protection only covered login and registration before
- Date range custom fields, start and end date in one field
- Knowledge base suggestions can be limited to the categories you pick
- Searchable product dropdowns, keyboard accessible ticket rows, better mobile, clearer permission names
- Fixes: product filtering, mailbox filters, agent performance math, timezone expiry issues, duplicate CC lines
Full changelog: https://fluentsupport.com/fluent-support-2-4-0/
Update, open Reports, and tell me what's missing. Would love to improve the reporting. If you have any feature requests, please share them in the comments.
Has anyone seen this before, seems to have started recently.
We use Fluent Support with email piping. Mail arrives at my emailaddress say support@mydomain.com (Google Workspace) and is forwarded to our mailbox address whatever@fluent.support.
Any sender whose domain publishes a strict SPF record (-all) is rejected. Confirmed in our Google Workspace email log:
rejected by route2.mx.cloudflare.net [2606:4700:f5::e] — 550 5.7.1 2607:f8b0:4864:20::1148 isn't allowed to send email for theclient@theirdomain.com
The cause is standard SPF breakage on forwarding: the forwarding hop preserves the original envelope sender, so your Cloudflare inbound checks the sender's SPF record against a Google IP and rejects. The sender gets a bounce; we never see the ticket.
I have the free version of fluent support. Is it possible to translate the email templates? My language mostly used is spanish and when I create a ticket for my clients, they receive an email in english which I cant translate with loco translate. Is there a way to change those?
FluentSupport Pro 2.3.2 is out. Normal maintenance mostly, but there is one change I wanted to talk about properly instead of burying it in a changelog line.
Updates are now signed
Until now, when your site updated FluentSupport Pro, it just downloaded the file and trusted it. No way to check it was really ours. That is how almost all commercial WordPress plugins still work.
Not anymore.
So now every release we publish gets signed with a key that lives offline. Not on our licensing servers. Not in our build pipeline. Not on the CDN. Your site checks that signature before WordPress downloads anything, and it checks four things:
- The signature is really ours
- The package is FluentSupport Pro and not some other plugin swapped in
- The file hash matches what we signed
Any check fails, the update stops. Nothing gets installed.
So even if someone took over our update infrastructure tomorrow, they could not produce an update your site would accept. There is nothing there to steal.
Nothing to configure. It is on by default.
This is going across all our premium plugins
We also publish per-file checksums for every release, so you can verify the files sitting on your server match what we shipped: https://checksums.wpmanageninja.com/
Also in 2.3.2
- WordPress 7.1 compatibility
- More security hardening from our ongoing audits
- Updated Gemini model list in AI Model Setup
- Fixed a missing FluentBoards documentation link
Next week, we are going to have a cool feature update release. 🙌
Just got an email this morning from Freshworks that the Free Plan that I've been using for the past 11 years will be coming to an end. They are offering a six-month term on their "Free Program" order to transition into a paid plan (or to something else).
I'll chalk that up to good timing that I just switched to FluentSupport over the past month!
They did seem to roll out a new data export feature (or unlock it for those on the free plan) as I don't recall seeing it before. That was one thing I had issues with in transferring my data to FluentSupport via the API. On the free plan I was rate limited on the API and made transferring data basically impossible so I just gave up and started from scratch thinking I'd just have to use FreskDesk as a read-only system for historical data.
Now I've got my data exported just in case I need it. It can be exported in XML or JSON formats and you can select what data you want to export together. I pulled down a few different bundles of data including a full export of everything in both XML and JSON.
I wouldn't import my old tickets at this point but it would be nice to be able import these files into FluentSupport. I just restarted from scratch with FluentSupport and restarted my ticket numbers back to 1 so I would have overlap but if I was to make the transition now I'd love to be able to import via a file instead of the API so I thought I'd mention it here.
I'm still adjusting to FluentSupport and have some kinks to work out but so far I'm happy I made the switch!
If you visit
/wp-admin/admin.php?page=fluent-support#/integration_statuses
And scroll to very bottom and click Learn More
The link is dead... I THINK it should be redirecting to:
I have a site that uses CRM + Forms + Community + Support and want to restrict access to the support system portal to members only. What is the best way to do this?
Non-members will be email only support via a Form, members are assigned access to the community via a CRM trigger from Surecart Purchase.
Webhook's work really well but you can't create a ticket and set it's product ID. The workaround is a workflow but seems like an odd omission for the hooks.
The FlowMattic team has recently released version 7 of their fantastic plugin and reopened their lifetime deal!
Previous versions already allowed us to use our own IMAP email accounts to fetch incoming emails and convert them into tickets in FluentSupport.
With version 7, we can now create all kinds of integrations and workflows using AI tools such as Claude, Mistral, and OpenAI, helping to speed up development tremendously.
Here is my affiliate link to their lifetime offer:
Gosh, it seems like ages since I last had a rant - long overdue!
So, email piping is still rubbish.
A 9 month old, closed ticket with the title "New blogs for website" just updated with a new email with the title "Blogs"
This means no new ticket received email and only the original agent being notified.
Is there any hope of any improvements to email piping? Either basing it on putting the ticket number in the email subject or forcing a new ticket when the original is closed?
First of all, THANK YOU to the team for all your hard work. I am so excited about this new update! 🤗
However, I am having trouble getting Codex connected. I was able to get Boards and CRM connected no problem.
This is what Codex says, "The fluent-support server still isn’t exposing any usable tools in this chat. FluentCRM and Fluent Boards are available, but Fluent Support isn’t."
Here is the troubleshooting I've tried so far:
- Refreshed the MCP servers in Codex
- Started in fresh chats (multiple times)
- Quit Codex entirely and restarted it (2 times)
- Rotated the application password to a new one
- Disabled the MCP connection and restarted it
Any other ideas?