Frequently Asked Questions

Yes. Smart Support supports guest ticket submission through the optional Guest Support add-on, allowing users to submit support tickets without registering for a WordPress account. Guest tickets use email-based authentication for access and follow-up.

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.

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

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.

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)

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.

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.

Smart Support currently does not include a built-in one-click ticket export feature. However, your support ticket data remains stored within your WordPress database and can be preserved through normal website and database backups.

You can create a frontend support portal by adding the shortcode [smart_support_page] to any WordPress page. This will display login, registration, ticket dashboard, and ticket submission forms for your customers.

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.

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

Yes. Smart Supervisors can access all support tickets when their role permissions allow it. Smart Agents can also be configured to see only assigned tickets, department tickets plus assigned tickets, or all tickets through the Agent Management settings.

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

Yes. Authorized Smart Agents or Supervisors can create support tickets on behalf of existing customers from the WordPress backend. Access to this feature is controlled through the Create Tickets capability in Smart Support User Roles & Permissions.

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

Yes. Smart Support includes a free core WordPress help desk with ticket management, customer portals, agents, reports, automation, attachments, and more. Optional premium add-ons extend the core system.

Yes. Smart Support runs inside your WordPress website, so your tickets, users, uploaded files, permissions, and support data remain connected to your own WordPress environment.

Yes. You can automatically close inactive tickets after a configurable number of days and optionally limit auto-closing to tickets waiting for a customer response.

Auto-Delay moves inactive open tickets to a Delayed state after a configurable period, helping agents identify requests that may need follow-up before closing.

Yes. Closed tickets can be archived manually or automatically after a set number of days. Archived tickets can later be searched, restored, or permanently deleted.

Yes. Smart Support includes configurable Ticket Types in the free core plugin. You can enable the feature, create ticket types, and optionally display the field on frontend ticket forms.

Yes. Administrators can allow customers to close and reopen their tickets and configure a time limit for reopening closed requests.

Yes. Smart Support lets you limit the number of open tickets per customer and configure an hourly ticket-submission rate limit.

Yes. Smart Support supports automatic assignment, assignment when an agent replies, Round Robin distribution, and maximum open-ticket limits per agent.

Yes. Agents can be limited to their assigned tickets, tickets from their department plus assigned tickets, or all tickets depending on your configuration.

Yes. Authorized agents can add private internal notes to tickets for team communication. Customers cannot see internal notes.

Yes. Customers and agents can upload ticket attachments, while administrators can configure permitted file types, file sizes, and attachment limits.

Yes. The free core includes reports for ticket volume, status distribution, ratings, resolution information, and agent performance.

Yes. Optional AI assistance can help authorized agents summarize tickets, suggest replies, rewrite responses, and ask questions about ticket conversations when an AI provider is configured.

Yes. The Documentation add-on integrates Smart Support with Instant Knowledge Base, allowing agents to search documentation and insert relevant article links directly into ticket replies.