Troubleshooting & FAQ – Smart Support Guest Support

Even with proper setup, issues can arise when using Smart Support Guest Support. This guide covers common problems and solutions, debugging techniques, and a comprehensive FAQ for admins and guests.

Troubleshooting

1. “Continue as Guest” Button Not Showing

Problem: The guest option is missing on the support page.
Solutions:

1. Confirm the plugin is installed and activated.
2. Check that Guest Support is enabled under Smart Support > Settings > Guest Support.
3. Verify that the Smart Support core plugin is active.
4. Clear caching plugins or browser cache.

2. Guest Cannot Access Their Ticket

Problem: Guests report their access link doesn’t work.
Solutions:

1. Check if the token has expired (default: 30 days).
2. Verify the email address matches the one used at ticket submission.
3. Ensure the ticket has not been deleted.
4. Regenerate a new access token from the admin dashboard.

4. Attachments Not Uploading

Problem: Guests cannot upload files.
Solutions:

1. Check if file size exceeds the configured limit.
2. Verify the file type is allowed (default: jpg, png, gif, pdf, doc, docx, txt, zip).
3. Check server upload limits in php.ini (upload_max_filesize, post_max_size).
4. Confirm correct file permissions on your server.

5. Emails Not Sending

Problem: Guests do not receive confirmation or reply notifications.
Solutions:

1. Verify WordPress email configuration.
2. Configure SMTP using a plugin like WP Mail SMTP.
3. Ask guests to check spam/junk folders.
4. Use the Send Test Email option in the Guest Support dashboard.