Automated Ticket Replies for WordPress Helpdesks

Deliver faster, smarter customer support—automatically.

Smart Support – Auto Responder is a powerful add-on for the Smart Support plugin that automatically sends responses to support tickets based on intelligent rules. Instantly acknowledge new tickets, respond to customer replies, and provide helpful information based on departments, products, keywords, ticket status, and business hours—without manual effort.

Perfect for growing support teams, WooCommerce stores, and service-based websites that want to improve response time and customer satisfaction.

Documentations: How to use Auto-Responder for smart support

Why Choose Smart Support – Auto Responder?

• Reduce repetitive manual replies
• Respond instantly, even outside business hours
• Keep customers informed and engaged
• Maintain a professional, consistent support experience
• Save time while scaling your support operations

Key Features

Unlimited Auto Responders

Create unlimited auto responders, each with its own triggers, conditions, schedules, and priority.

Flexible Trigger Events

Automatically send responses when:

• A new support ticket is created
• A customer replies to an existing ticket

Smart Reply Frequency Control

For customer replies, choose how often responses are sent:

• Once per ticket
• Every time the customer replies
• Once per defined time period (e.g. once every 24 hours)

Advanced Targeting Rules

Trigger auto responses based on:

• Department (Sales, Technical Support, Billing, etc.)
• WooCommerce products (if WooCommerce is active)
• Ticket status (New, Working On, On Hold, or custom statuses)
• Keywords in ticket subject or message
• Keyword matching mode: match ANY or require ALL keywords

Business Hours & Scheduling

• Enable responders on specific days of the week
• Define active time ranges using WordPress timezone
• Supports overnight schedules (e.g. 10:00 PM – 6:00 AM)
• Perfect for after-hours auto replies

Priority System

When multiple auto responders match a ticket, the one with the highest priority (lowest number) is used—ensuring the most relevant response is always sent.

Response Delay

Set a delay (in seconds) before the auto response is sent for a more natural support experience.

Personalization with Template Tags

Create dynamic, personalized messages using built-in template tags:

• {ticket_number}
• {ticket_subject}
• {customer_name}
• {customer_first_name}
• {customer_email}
• {department_name}
• {site_name}
• {site_url}
• {current_date}
• {current_time}

Common Use Cases

• 📩 Instant confirmation when a ticket is submitted
• 🌙 After-hours response with expected reply times
• 🧾 Department-specific auto replies
• 🔑 Keyword-based help for login, password, billing issues
• 🛒 Product-specific support for WooCommerce items
• 🔄 Automatic acknowledgment when a customer replies

Ideal For

• WooCommerce stores
• SaaS & digital product businesses
• Agencies and freelancers
• Customer support teams
• Any WordPress site handling support tickets

Automate Your Support. Improve Response Time. Delight Customers.

Stop repeating the same replies and let Smart Support – Auto Responder handle your ticket responses—accurately, automatically, and on schedule.