SLA rules define the response and resolution time limits for tickets in Smart Support. Each rule can apply to a specific priority, a specific department, both a priority and a department, or all tickets globally. This gives you the flexibility…
Administrators can configure the Smart Support Time Tracking add-on from the Smart Support settings area. These settings control how time tracking behaves, whether manual time entry is allowed, how timers work, and how time data appears in reports. Time Tracking…
Agents can use the Time Tracking panel inside a ticket to record the time they spend working on customer issues. The panel provides simple timer controls, including start, pause, resume, and stop. Depending on the site settings, agents may also…
The Smart Support Time Tracking add-on allows support teams to record how much time agents spend working on support tickets. Instead of only tracking ticket replies or status changes, Time Tracking helps you understand the actual effort required to resolve…
Administrators can create and manage ticket templates from the WordPress admin. Go to: Smart Support → Templates From this screen, you can create, edit, activate, deactivate, and delete templates. Open the templates list Go to Smart Support → Templates. Review the…
The Smart Support – Ticket Templates add-on lets you create reusable ticket layouts for common support requests. A ticket template can prefill the ticket subject and message, helping customers and agents create clearer, more complete tickets. What problem does it…
The Smart Support – Canned Replies add-on lets support teams create reusable response templates and insert them into ticket replies from the Smart Support admin ticket screen. Instead of typing the same answers repeatedly, agents can choose a saved reply,…
This article covers common issues with the Smart Support Registration Fields add-on and explains current limitations to be aware of. Fields do not appear on the registration form Check the following: The main Smart Support plugin is active. The Registration…
Administrators can manage custom signup fields from the Smart Support Registration Fields screen. These fields appear on the Smart Support registration form and are saved to the user’s account after registration. Open the Registration Fields screen In WordPress admin, go…
The Smart Support REST API lets you connect Smart Support with external tools such as CRMs, automation platforms, import scripts, reporting tools, and custom applications. Use this guide if you want to create, update, retrieve, or manage support tickets programmatically.…