Fluent Support 2.0 is here 🚀 Our biggest update yet
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! 💪
Amazing, I like it!
But it is really hard to see any contrast at HDR displays, do you have any plans to add more contrast and/or dark mode? =)
Kevin Heinrichs We will check with contrast, and yes, dark mode is coming within this month.
Shahjahan Jewel amazing, thank you :)
Shahjahan Jewel Actually we much prefer this low contrast, much better than before
i think dark mode is a good idea for those like kevin who want it
but we much prefer light mode :)
Hello Shahjahan Jewel how to download the last version? I have the plugin from the toolkit
Jérôme Armnius Now you can update from the regular WP Plugin updates.
Shahjahan Jewel The new UI/UX direction feels calmer and more focused — appreciated when you spend hours inside the dashboard.
After testing, I wanted to report two issues I consistently encounter (on multiple computers, so it doesn’t seem browser-cache related):
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Ticket closing requires two steps
When I close a ticket and return to the ticket list, the ticket still appears as open.
If I click back into the ticket and then return to the list again, it shows as closed.
At first I thought it was a caching issue, but it happens across different machines.
-
Reply templates are duplicated
I’ve created two reply templates. When I reply to a ticket using one template, both templates are inserted into the reply instead of just the selected one.
Hope this feedback helps during the beta phase.
Thanks again to the team for the work and for involving the community in the testing process.
Jérôme Armnius Thanks for the feedback. The first one, most probably, we are caching the REST requests. Will take a look and fix.
also noted the 2nd one.
Shahjahan Jewel Thank you for the update.
If possible, it would be greatly appreciated if this could be fixed quickly. I handle a high volume of tickets every day, and with this behavior it becomes difficult—sometimes even subconsciously—to know whether a response has actually been sent and received by the user.
As a result, it occasionally happens that I reply twice to the same ticket, simply because the displayed status does not immediately reflect the actual state.
In a daily support workflow, this creates unnecessary friction.
Thank you in advance for the fix, and best of luck with the rest of the beta.
Jérôme Armnius Can you explain a bit. When you reply a ticket and go to the ticket again, you should see the latest statuses and your previous responses. Where is the friction point?
Shahjahan Jewel Sure, I’ll clarify.
The issue is not about the response being saved or visible when reopening the ticket itself — that part works correctly. The friction happens at the ticket list level.
After replying to a ticket and closing it, when I return to the ticket list, the ticket is still displayed as open. At that point, from a workflow perspective, I cannot immediately tell whether the action has been fully processed.
Because I handle a high volume of tickets, I usually rely on the ticket list to decide what needs attention next. When a ticket still appears open, I sometimes reopen it to double-check, and in some cases end up replying again unnecessarily.
When I open the ticket once more and then go back to the list, the status is updated and shown correctly as closed.
So the friction is not inside the ticket view, but in the delay or inconsistency between the ticket action and the refreshed ticket list state.
I hope this explains the issue more clearly.
Jérôme Armnius Ahh got it. So a ticket is Open means, it's not closed yet. For your use case, you can use "Waiting for Reply" filter so it will only show the tickets which are not replied yet or the last response was from a customer.
Shahjahan Jewel To make sure I understand correctly and avoid any confusion, I recorded a short screen capture that shows the exact behavior I’m describing.
It should help clarify where the friction occurs in the workflow. Let me know if that helps or if you’d like me to test anything specific.
Jérôme Armnius Ahh I see. We are actually caching the index. Will clear the caching after new reply or close events.
Hello Shahjahan Jewel , I installed the latest update and I still have the same problems.
Awesome !!! Thank you Team ! Very good looking ! And now, as admin, we can finally display the support on the front end, to CSS it ! :D
Amazing, congratulations for this new update 👍😀, love the UX, we are going to test it and come back with feedback soon
Shahjahan Jewel Congrats on the new version, the new UI looks great 👍 I've only had a quick look, but it still doesn't seem possible to reply to a ticket (or close one) as another agent. For admins, this is really important. When I'm the only support person available, I don't always want to look like I am replying to tickets myself for various reasons, so currently I have to assign a ticket to another user, log in as that other user in a different browser in order to reply to a ticket as that different user. Same thing when closing the ticket. It would be great if you could implement this feature that is quite essential and has been requested by many users (I'm not the only one needing this "reply as" and "close as" functionality for admins). Thank you for considering this!
Guys this new version is FAR superior than any other Support plugin, congratulations!! The only request I have is to please allow FOLDERS in saved replies for organization purposes.
HI Shahjahan Jewel, amazing stuff, but really need some important stuff like:
custom ticket number variables in Fluent Support that allow for non-sequential, alphanumeric ticket ID, please have a look at my request.
I have this error message that appears when I want to make a ticket with a test account. The site is not in English but French, which probably causes this error (the translated file must be missing): Failed to load plugin url: https://websiteurl.web/wp-includes/js/tinymce/langs/fr.js
Does FSupport have a dark theme and tight integration with Fcom?