The Front-End Support Add-on provides agents with a secure, easy-to-use dashboard on the Front-End. From here, they can log in, manage tickets, reply to customers, and perform all support tasks without accessing the WordPress admin panel.

Agent Login

Agents access the dashboard through the dedicated login page you created during setup.

📸 Screenshot – Agent Login

• Enter Username or Email and Password.
• Optionally select Keep me signed in to stay logged in.
• If enabled, a Forgot Password? link allows password reset.

💡 Tip: Use the Lock Admin Access setting in Front-End Support Settings to ensure agents only log in from the Front-End.

Dashboard Overview

After logging in, agents see their Support Dashboard.

📸 Screenshot – Agent Dashboard

Key Areas:

• Statistics Cards – show ticket counts:
  • Total Tickets
  • New
  • Assigned to Me
  • Waiting Response
• Filters & Search – filter by status, state, priority, or use the search box.
• Ticket List – displays ticket number, subject, customer, status, priority, agent, and last update.
• Notifications – bell icon alerts for new activity.
• Agent Menu – click your name to access profile options and logout.

Creating a New Ticket

• Agents may see a “Create New Ticket” button at the top of the dashboard.
• This option is only available if enabled in settings:

📍 Path: WP Dashboard > Smart Support > Settings > User Management >  Agent Management and under Agent Permissions, Agents can create new tickets

📸 Screenshot – Feature Settings
⚠️ Warning : By default, agents cannot create tickets. Enable this option only if your workflow requires agents to submit tickets on behalf of customers.

Viewing and Replying to Tickets

Clicking a ticket opens the ticket details view.

📸 Screenshot – Ticket Detail & Reply

Agents can:

• Read the full ticket conversation.
• View customer details and ticket metadata (status, priority, department, agent).
• Add a Public Reply visible to customers.
• Add an Internal Note (only visible to agents & supervisors).
• Upload files if attachments are enabled.

Ticket Actions:

• Send Reply – post a customer-facing response.
• Assign to… – reassign the ticket.
• Close Ticket – mark the ticket as resolved.

💡 Tip
Use Internal Notes for private collaboration. Customers will never see them.

Logging Out

To log out:

1. Click the Agent Menu (your name) at the top-right.
2. Select Logout.

📸 Screenshot – Agent Menu

The Front-End Agent Dashboard allows agents to:

• Log in securely.
• View ticket statistics at a glance.
• Search, filter, and manage tickets.
• Reply with public responses or private internal notes.
• Create new tickets (if allowed).
• Log out from the agent menu.