Smart Support Advanced Reports gives administrators and support managers a centralized view of ticket activity, team workload, response delays, and resolution performance. The reporting dashboard brings together key support metrics so teams can quickly identify growing queues, aging tickets, overloaded departments, and areas where resolution times may be increasing. Reports can be reviewed by ticket […]
Run history records the results of a schedule’s previous occurrences. Use it to verify successful ticket creation and investigate skipped, delayed, or failed runs. Open run history Go to Smart Support > Scheduled Tickets. Locate the required schedule. Open History from the row actions. Information shown in run history Each history record can include: Scheduled […]
After creating a schedule, use the Scheduled Tickets list to review its timing, status, customers, and available management actions. Open the schedule list In WordPress admin, go to: Smart Support > Scheduled Tickets The list displays: Name Customers Recurrence Status Next run Last run Actions Edit a schedule Use Edit to update the schedule’s configuration. […]
The Customer and Assignment sections control who receives each generated ticket, whether customers can view it, and which agent is responsible for it. Customer requirements Customers must already exist as WordPress users before they can be added to a scheduled ticket. Add a customer Open a new or existing schedule. Locate the Customers Search by […]
The Ticket Details section defines the content, classification, priority, and initial status of every ticket generated by a schedule. Open Ticket Details Create a schedule or edit an existing schedule under: Smart Support > Scheduled Tickets Locate the Ticket Details section in the schedule form. Ticket template When Smart Support – Ticket Templates is active, […]
The Schedule section controls when a scheduled ticket runs, how often it repeats, and what happens when a previous ticket already exists. Open the schedule configuration Create a new schedule or edit an existing one from: Smart Support > Scheduled Tickets The available fields depend on whether the schedule is one-time or recurring. Schedule name Enter […]
Scheduled Tickets automatically creates support tickets on a one-time or recurring schedule. It can be used for maintenance reminders, contract renewals, customer check-ins, planned follow-ups, compliance work, onboarding tasks, and other predictable support activities. A schedule can generate a ticket for one customer or several customers. When several customers are selected, each customer receives a […]
Smart Support – Scheduled Tickets can automatically create support tickets on one-time or recurring schedules. Before creating schedules, configure the global scheduler settings to control when schedules run, how failures are handled, and which defaults are applied to new schedules. ℹ️ Note: Scheduled Tickets must be installed, active, and licensed before its settings and management […]
Smart Support — Gravity Forms Integration creates tickets only from forms that have an active mapping. Each mapping can be activated or deactivated individually. This lets administrators pause ticket creation for a specific form without deleting its configuration. Mapping Statuses Each form mapping has a status. Active An active mapping can create Smart Support tickets when […]
A mapping tells Smart Support how to create a ticket from a Gravity Forms submission. Each mapping is connected to one Gravity Form. The mapping defines which form fields should be used for ticket content, customer details, routing, and fallback defaults. You can create or edit mappings from: Smart Support > Gravity Forms or: Forms > Smart Support […]