This article covers permissions, known limitations, and common troubleshooting steps for the Smart Support Ticket Templates add-on.
Permissions
Ticket Templates use WordPress capabilities.
| Capability | Allows |
|---|---|
smart_support_manage_ticket_templates |
Create, edit, delete, activate, and deactivate templates |
smart_support_use_ticket_templates |
Select templates when creating tickets |
Administrators receive both capabilities when the add-on is activated.
Template usage may also depend on how Smart Support user roles are configured.
Per-template permissions
The add-on stores per-template role permission rows in the database.
These permissions may include whether a role can edit the subject or message after insertion.
However, the current admin interface does not include a visual per-template permissions editor. In practice, most sites should rely on:
- Global user capabilities
- The Active setting
- Lock Subject
- Lock Message
No Choose a Template dropdown appears
Check the following:
- The Ticket Templates license is active.
- At least one template is marked Active.
- The page uses a supported Smart Support ticket form.
- The form includes the expected class: smart-support-ticket-form
- The site theme or page builder allows the frontend footer scripts to run.
- The ticket form includes a Subject field where the dropdown can be inserted.
Template does not fill the message
Check that the message editor is loaded before selecting the template.
If the form uses TinyMCE or a rich text editor, wait for the editor to finish loading, then select the template again.
Also check for browser console errors if the message field remains blank.
Subject or message cannot be edited
The selected template may have locking enabled.
Check the template settings:
- Lock Subject
- Lock Message
To reset the form, choose: — Select a Template —
Template is missing from the dropdown
Check whether the template is active.
Only active templates appear in the dropdown.
If the template is inactive, go to Smart Support → Templates and activate it.
Cannot access the Templates admin screen
The user needs permission to manage ticket templates.
Check whether the user has: smart_support_manage_ticket_templates
Administrators may also have access through broader WordPress admin permissions.
Templates do not appear on admin Add New Ticket
The add-on is primarily hooked into frontend ticket forms.
The WordPress admin Add New Ticket screen may use a different form class and may not load the template selector by default.
Confirm your site’s admin ticket form before training agents to use templates there.
Templates do not set department, priority, product, or status
This is expected.
Ticket Templates only prefill:
- Subject
- Message
Users must manually select department, product, priority, and other ticket fields.
Troubleshooting checklist
| Issue | What to check |
|---|---|
| No dropdown | License, active templates, supported form class, footer scripts |
| Template missing | Template is active |
| Message does not fill | TinyMCE or message editor loaded correctly |
| Cannot edit fields | Lock Subject or Lock Message is enabled |
| Cannot manage templates | User has manage template capability |
| Admin Add New Ticket does not show templates | Admin form may not be supported |
| Department or priority not set | Expected; templates only fill subject and message |