The General Configuration & Access Rules section controls how Smart Support integrates with WooCommerce. These settings determine who can create tickets, how orders are linked, and what rules apply for product-based support.

Once Smart Support – WooCommerce Add-on is installed, and license is activated, you can go to smart Support > Settings > and see WooCommerce tab in the vertical tabs. Click on WooCommerce.

Configuring these options ensures that only valid customers with eligible orders are able to access your support system and open a ticket.

Settings Explained

🔒 Enable Purchase Restriction

• Option: Only allow ticket creation for customers with active orders.
• Use Case: Prevents non-customers from submitting tickets.
• ✅ Recommended if you want support restricted to paying customers only.

🗂️ Enable Product Mapping

• Option: Allow admins to map tickets to specific WooCommerce products.
• Use Case: Ensures tickets are always linked to purchased products.
• ✅ Helpful if you want to offer product-specific support (e.g., different categories for software vs. physical goods).

📆 Default Support Period

• Field: Number of days after purchase that support is available.
• Example: 30 means customers have 30 days of support access.
• Tip: Set to 0 for unlimited support duration.

🎟️ Max Tickets per Product

• Field: Maximum number of tickets per product per customer.
• Example: 2 means a customer can only open 2 tickets for each product.
• Tip: Set to 0 for unlimited tickets.

🔗 Enable Order Attachment

• Option: Automatically attach order details to tickets.
• Benefit: Saves time for agents by showing purchase information inside the ticket.
• ✅ Recommended for fast ticket triage and verification.

👤 Enable My Account Integration

• Option: Adds support ticket submission to the WooCommerce My Account page.
• Customer View: Customers can create tickets directly from their order history.
• ✅ Provides a seamless customer experience.

📜 Show Order History

• Option: Displays customer order history in the ticket sidebar.
• Agent View: Agents can see all past orders while replying to tickets.
• ✅ Helps with contextual support and reduces back-and-forth with customers.

🎫 Override Core Ticket Limit

• Option: Enforce WooCommerce product limits for customers, ignoring the global Smart Support ticket limit.
• Example: Even if Smart Support allows 10 tickets, WooCommerce product rules (e.g., 2 tickets per product) still apply.
• Use Case: For stricter per-product support control.

✔️ Only Completed Orders Can Open Tickets

• Option: Restricts support access to completed orders only.
• Use Case: Prevents customers with pending, processing, or on-hold orders from opening tickets.
• ✅ Useful for businesses that only support finalized purchases.

📊 Eligible Order Statuses

• Option: Choose which WooCommerce order statuses are eligible for ticket creation.
• Examples:
  • Completed → Most common setting.
  • Processing → Allow support during order processing.
  • On hold → Allow support for on-hold orders.
• ✅ Gives flexibility for different business models.

Best Practices

• Keep Purchase Restriction enabled to prevent spam/non-customer tickets.
• Use Default Support Period + Max Tickets per Product to control workload.
• Enable My Account Integration for the smoothest customer experience.
• Restrict to Completed Orders only if you don’t want to handle pre-sale support via tickets.