FAQ

Each license is valid for the number of websites specified at the time of purchase (e.g., Single Site, 5 Sites, Unlimited). If you want to use Smart Support on multiple domains, you’ll need to purchase the appropriate license plan.

Yes, you can transfer your license. First, deactivate the license key from your old domain (Dashboard → Smart Support → License). Then, activate it on your new domain using the same key. If you face issues, contact our support team and we’ll help reset your license.

Absolutely. Smart Support works seamlessly with both Elementor and Gutenberg. You can insert the ticket form or customer portal using shortcodes, blocks, or widgets. This makes it easy to add the helpdesk system anywhere on your site.

Customers can log in to their Support Dashboard to view, reply, and track the status of their tickets. Each ticket shows its ID, department, assigned agent, and current status. Customers also receive email notifications (If Active) whenever their ticket is updated.

No. Unfortunately at the moment we do not have a native method to export the tickets.

You can create a frontend support portal by adding the shortcode

After purchasing, download the add-on .zip file, upload it under Plugins > Add New in WordPress, and activate it. Then go to WP Dashboard > Smart Support > License to enter your license key and unlock all features.

Find your license key from your Subscriptions or License Manager page, then go to WP Dashboard > Smart Support > License, paste it into the field for your add-on, and click Activate to unlock all features and updates.

Email Bridge is a Smart Support add-on that automatically converts incoming emails into support tickets. It allows you to manage customer requests directly from your email inbox inside WordPress.

Yes. You can connect multiple accounts (e.g., support@, sales@, billing@) under the Integration tab. Each account can have its own sync frequency and authentication settings.

By default, you can set fetch frequency in the Configuration tab. Options include every 5 minutes, 10 minutes, or hourly.

Yes. You can enable Auto-Reply Settings to automatically send an acknowledgment email when a ticket is created. You can use Smart Support’s default template or create your own custom message.

No, not if Lock Admin Access is enabled in settings.

Yes, supervisors and admins can view all tickets. Agents can only see their own (unless reassigned).

Enable Password Reset in General Settings. A “Forgot Password” link will appear on the login page.

It depends on your settings, Unrecognized emails go into the Unclaimed Inbox. From there, you can:

• Delete it if irrelevant
• Preview the email
• Create a new user & ticket
• Assign it to an existing user

The Spam Protection settings let you block unwanted messages using:

• Spam Keywords (e.g., “free money”, “lottery”)
• Allowed Domains (only accept emails from certain domains)
• Blocked Domains (reject all emails from listed domains)

Yes, but only if Allow Agents to Create Tickets is enabled under Feature Settings.

Agents are automatically logged out after the defined inactivity period. Setting it to 0 disables auto-logout.

The most common reasons are:

• The Enable Widget setting is turned off
• The current page is excluded in Display Rules
• Visibility settings hide the widget for your user type (guest/logged-in)
• A caching plugin is showing an older version of the page

Fix: Enable the widget, adjust display/visibility rules, then clear cache.

es. Guest users can search:

• Knowledge Base articles
• Public Canned Replies

However, they cannot search or view tickets. Ticket search is only available to logged-in users for security and privacy reasons.

Yes. Use Display Rules to control where the widget appears. You can choose:

• Only specific pages (enter your page IDs)
• Hide on specific pages (exclude pages like checkout or thank-you pages)

This ensures the widget does not interfere with important page layouts.