General Settings in Smart Support

The Smart Support general settings control how important parts of your WordPress customer support ticket system behave for customers, agents, and administrators.

From ticket display and default priorities to ticket numbering and customer access, these settings help you configure Smart Support around your support team’s workflow.

To access them, go to:

WordPress Dashboard → Smart Support → Settings → General → General Settings

Tickets Per Page

Choose how many support tickets appear on each page of the ticket dashboard.

A larger number allows agents or customers to review more tickets at once, while a smaller number can make long ticket lists easier to navigate.

Example: 20 tickets per page

Choose a value that works well for your normal ticket volume and WordPress hosting environment.

Default Ticket Priority

Set the default priority assigned when a new customer support ticket is created.

Available priorities can include:

• Low
• Medium
• High

Agents can use ticket priorities to identify requests that may require quicker attention.

For many support teams, Medium provides a practical default while allowing individual tickets to be adjusted when necessary.

Ticket Number Format

The Smart Support general settings let you choose how ticket numbers are generated.

Sequential Ticket Numbers

Sequential ticket numbers follow an ordered format and are easy for customers and support agents to reference.

They can be useful for teams that prefer predictable internal ticket tracking.

Hash-Based Ticket Numbers

Hash-based ticket numbers use a less predictable format.

This can be useful when you do not want support ticket IDs to follow an obvious public sequence.

Choose the format that best fits your WordPress ticket management system and customer support workflow.

Customer Registration

Configure whether customers need an account before using the standard Smart Support ticket workflow.

Requiring customer registration can help you:

• Associate tickets with verified WordPress users.
• Maintain customer ticket history.
• Give customers access to their Support Center dashboard.
• Keep support conversations connected to customer accounts.

If you need customers to submit tickets without creating a standard account, Smart Support also offers a separate Guest Support add-on for guest ticket workflows.

Hide Closed Tickets From the Default Dashboard

Enable this option to keep resolved or closed tickets out of the main ticket dashboard view.

Closed tickets remain available through the appropriate ticket filters or management areas, but hiding them from the default view helps agents and customers focus on active support requests.

For larger support teams, this can make the WordPress help desk dashboard cleaner and easier to manage.

Departments, Priorities, and Products

Current Smart Support versions also provide controls for enabling or disabling fields such as:

• Departments
• Priorities
• Products

Disable fields your support workflow does not use to simplify ticket creation and reduce unnecessary options for customers and support agents.

When enabled, these fields can help categorize and route customer support tickets more effectively.

Review Your General Settings

Before opening your Support Center to customers, review the Smart Support general settings and make sure they match the way your team handles support.

Pay particular attention to:

• Number of tickets displayed
• Default ticket priority
• Ticket number format
• Customer registration requirements
• Closed ticket visibility
• Departments
• Products
• Priorities

Once everything is configured, click Save Changes.