The Smart Support Guest Support add-on provides a seamless ticketing process for both website visitors (guests) and administrators (support agents). Guests can submit and manage tickets without creating an account, while admins handle guest tickets directly from the WordPress dashboard.

For Website Visitors (Guests)

Submitting a Guest Ticket

1. Go to your support page (commonly /support/).
2. Select “Continue as Guest.”
3. Fill in the guest ticket form:
   • Email Address – required, used to send updates and access link.
   • Subject – short title for the issue.
   • Message – detailed description of the problem.
   • Priority – urgency level (if enabled).
   • Department – choose department (if enabled).
   • Attachments – upload files/screenshots (if enabled).
4. Click Submit Ticket.
5. A confirmation email is sent to the provided email with a secure access link.

Accessing a Ticket

1. Open the confirmation email in your inbox.
2. Click the secure access link.
3. The link opens your ticket page where you can:

• • View ticket details (subject, description, priority, department).
  • See ticket status (new, in progress, resolved, closed).
  • Read agent replies.
  • Post your own replies.
  • Upload additional files.

1. The link remains valid until the token expiry period (default: 30 days).

Managing a Ticket as a Guest

• View Status: Track progress (new, open, pending, resolved).
• Reply to Agents: Continue the conversation from the ticket page.
• Upload Files: Provide screenshots, logs, or documents.
• Track Ticket History: See all past replies and changes.

👉 Guests do not need to log in or create a WordPress account — access is managed entirely by email + secure token.

For Administrators (Support Team)

Viewing Guest Tickets

1. Go to Smart Support > Tickets in WordPress.
2. Guest tickets are marked with a blue “Guest” badge.
3. Registered user tickets are marked with a green badge.

Guest Information Widget

When viewing a guest ticket, the sidebar displays:

• Guest Email – address used to submit the ticket.
• Access URL – direct secure link for the guest.
• Ticket Status – current state (open, resolved, closed).

Replying to Guest Tickets

1. Open the ticket in the admin dashboard.
2. Use the reply editor to write your response.
3. Click Send Reply.
4. Guest receives the reply via email and can continue the conversation using their access link.

Ticket Actions for Admins

• Reply to Ticket – standard communication.
• Change Status – update ticket to open, pending, or resolved.
• Add Internal Notes – visible only to your support team.
• View History – see the complete ticket log.

Workflow Example

1. Guest submits ticket with subject “Payment not processed.”
2. Guest receives confirmation email with access link.
3. Admin opens ticket in WordPress and sees blue “Guest” badge.
4. Admin replies with troubleshooting steps.
5. Guest clicks access link from email, sees agent reply, and responds.
6. Ticket continues until issue is resolved and status is updated to Closed.

Best Practices

• Encourage guests to check spam folders if they don’t receive confirmation emails.
• Use the Guest badge filter to quickly manage non-registered user tickets.
• Remind guests that access links expire after the configured token expiry period.
• Always include clear instructions in admin replies since guests may not have technical knowledge.