Introducing FluentSupport 2.0 Beta 1 - Open for Testing
For the last several months, our team has been working hard to rewrite the whole UI&UX of FluentSupport. We rebuilt the UI and UX with one goal in mind: make support work calmer, faster, and more predictable for teams who live inside the dashboard for hours at a time. Nothing flashy. No visual noise. Just clarity.
Please read the full blog post here: https://fluentsupport.com/fluent-support-ui-update-2-0-beta-1/
We need your help to try this beta and give us feedback on any UI/UX issues.
How to Test the Beta
- Download FluentToolkit Plugin from https://wpmanageninja.s3.amazonaws.com/fluent-toolkit.zip
- Install it in your WordPress as a plugin
- Go to the Dashboard -> Fluent Toolkit menu in the WordPress admin panel
- You will see a list of all Fluent Support and Pro Beta from where you can install and test.
Please leave a comment with your feedback.
Oh WOW!!! I will try out and share feedback for it!
Congratulations Shahjahan Jewel again an impressive job you guys rock ! 👍
First feedback!
Pro:
- Amazing fast
- Looks really modern and so much better, I love it
Cons:
- UI elements need much more contrast, at HDR displays its really hard to see the boxes
- Please add dark mode :)
Kevin Heinrichs Noted!
This is great. Now, can you do the same with the UX on the front (I mean the ticket table)? :-D The responsive side of things in particular.
I'm loving the update so far! One suggestion: make the dashboard boxes clickable links. For example, I should be able to click on the "Active Tickets" box and be taken to the Tickets section with the "new" filter selected.
The worst thing on Fluenth support is : NO DRAG and SLIDE for the custom question
The second one, We need an option to place this large box at the end of the form. Everyone who tested the portal said the same thing: they complete the fields, then when they scroll down, they have to repeat and reselect what they already entered. If the box is at the end, they can simply add any additional information there. It’s much clearer and less confusing.
Dany Tetreault Hello Dany, how did you put the ticket submission form inside the community?
Fabio Pinna you need to select the template, when you modified a page select FLUENT COMMUNITY WITH FRAME
Dany Tetreault Thank you! I did it
Is there any built-in chat widget capabilities?
N_Wanyagah unfortunately no! Live Chat falls outside of our product scope as it's very complicated to host on WordPress instead of a cloud service. We've got a separate chat plugin in the development pipeline. It will take the live chat and chat bots role in the ecosystem.
Is there a Frontend feature like Fluent Boards? So that the agents don't have necessary to login to the whole backend to give assistance.
Fabio Pinna Considering the resposnes and ticket assignments work by tracking agents, it's not really an intuitive solution to allow agents to work on support without logging in. From an organization security perspective, it would be weird for anyone to access your support tickets without any credential check whatsoever.
Rasel Siddiqe maybe I missed something. In fluentboards there is a frontend but at the moment agents have to login to manage their tasks. I meant something like that. For example, we work with freelancers that manage their own tickets and we'd like them to not be able to see other tickes except of the assigned ones.
Fabio Pinna I think the permissions for Support Staff should solve this for you. they'll log in as usual, but they'll only view the tickets they were assigned. It can prevent accessing other tickets or unassigned tickets as well as reports and inbox settings.
Try it out, and let me know if it works properly or not.
The UI looks and feels very nice and clean and creates a good overview of what can be done. Very nice!
Love it!
If you’re introducing the concept of products in Fluent Support (which is an excellent addition), it would be incredibly powerful to also allow product-level assignment and permissions.
For example, alongside a Basic Support package, there could be a Premium Support package with enhanced priority, SLAs, or access to advanced support features.
To make this truly flexible, each support product should support permission rules such as:
- Visible to all users
- Assigned to a specific individual user
- Assigned to a user role or group
This would allow businesses to:
- Offer tiered support plans (Basic, Premium, Enterprise)
- Control which users can access which support products
- Align support access with memberships, subscriptions, or internal roles
Manoj Sharma We've discussed premium support as an independant feature for 2026's releases. But it won't be like the way you're expecting here. But I'll raise this as a possibility when discussing with the devs.
I think there's some context gap about the Products feature here. It's meant to work for ecommerce or digital sales stores where, you might need to check ticket volumes and agent activity based on the product. You can also take actions based on the Product selected by customers when submitting tickets with workflows.
So, the Products concept (or entity) isn't exactly a package system for Fluent Support, but rather for the businesses actual products. Now you can argue what if support is the offering a company sells, in which case we'd have to say Fluent Support isn't meant to manage the sale of services.
But I can see similarity with the FluentCart+FluentCommunity integration for your use case. You can purchase from FluentCart store and get acceess to Memberships/Courses on FluentCommunity. We could explore a similar approach but can't really promise anything.
We are looking forward to it!
One thing that just came up with the current version is that it would be helpful if the ticket list showed actual dates instead of "x minutes ago", "x months ago" etc.
I have yet to use FluentSupport for my own customer support. I have just used it from a customers end with support for my other Fluent products.
3 things...
- The ninjas support is good! and appreciate the prompt turn around responses, so to have something that works more fluent for best response times is great!
- I cant drag and drop a direct screenshot into ticket. it always has to be an attachment. Be nice to have both options.
- What i do find dismal is that when i receive a support answer via email i have no freak-in clue who the person is that is supporting me. It's nice to know who I am speaking to on the other side. I have addressed this concern to the ninja's a while back.
problem with viewing the ticket list
Is there any plan to integrate with DeepSeek?
I'm liking the new look, Shahjahan Jewel
However, it seems we have lost the ability to assign a ticket to an agent from the ticket list - you have to open the ticket first. This makes it a lot slower to process new tickets. Can this be put back?
Jonathan Gwyer noted. I will take a look.
The UI looks clean, but I’m not sold yet. WPManageNinja doesn’t feel like it’s heading in the right direction—especially if chatbot integration is coming.
In my view, they should prioritize a knowledge base first approach:
• Build comprehensive self-serve content upfront
• Let AI handle routine questions automatically
• Only escalate to humans when KB/bot can’t resolve
That’s how every modern support system operates. FluentSupport is missing a real opportunity here.
For now, I’m uninstalling and switching back to Support Board.
Elaine Montoya I think BetterDocs integrates with FluentSupport to provide this functionality.
Teddy Skokos Not quite the level of sophistication I’m looking for—or what I’d expect from WPManageNinja given the quality of their other products. Yes, you can build a knowledge base with BetterDocs and connect it into Fluent Support so suggested articles appear based on the form’s subject line, but that’s very different from an AI chatbot that can deliver conversational, context-aware answers from your own documentation. My goal is to prevent as many inquiries as possible from ever needing a human, and this setup doesn’t really achieve that.
Elaine Montoya Gotcha. I have the same goal. Efficiency is critical. Does the BetterDocs AI Chatbot not solve your problem? I haven't used these products yet, but I just bought BetterDocs Pro and their AI Chatbot and I'm about to set them up and test them.
Teddy Skokos I have BetterDocs - but I don't pay extra for their Chat bot. It could work. But this is the perfect opportunity for FluentSupport to up their game, include a KB an a chat bot ❤️
Elaine Montoya I completely agree. I will be surprised if they don’t eventually introduce FluentDocs. And there are some other products I’m hoping for - FluentInvoices and FluentProposals to name a couple.
Teddy Skokos using current tech practices, it would be integrated with FluentSupport. FluentSupport would have:
- an Ai knowledge base that can consume content from your website
- an Ai chatbot that would answer the majority of support questions
- FluentSupport tickets as the last thing in the pipeline - for requests the Ai ChatBot couldn't handle.
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):
-
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 replied to your other comment.