Smart Support provides flexible role-based access control. Each role is designed to balance usability with security, ensuring that customers, agents, and supervisors have the right level of access to the ticketing system. Below is a breakdown of the default roles, their capabilities, and when to use each. Support User (Customer) Customers are the end-users who […]
In Smart Support, Products and Departments are two key components that work together to ensure tickets are categorized correctly, routed efficiently, and handled by the right agents. This structure helps teams organize support operations around both business areas (departments) and specific offerings (products). Understanding Departments Definition: A department represents a category of support responsibility, such […]
This article contains ready-made HTML email templates for every key stage of your support ticket lifecycle. Each template includes inline CSS for maximum email client compatibility. Simply copy, paste, and configure them inside your helpdesk or ticketing system. 🔑 Supported Placeholders These placeholders will automatically be replaced by your system: {ticket_id} – Ticket number or […]
Even with proper setup, issues can arise when using Smart Support Guest Support. This guide covers common problems and solutions, debugging techniques, and a comprehensive FAQ for admins and guests. Troubleshooting 1. “Continue as Guest” Button Not Showing Problem: The guest option is missing on the support page.Solutions: Confirm the plugin is installed and activated. […]
The Smart Support Guest Support add-on integrates tightly with the WordPress admin dashboard. It provides tools to monitor guest activity, manage tickets efficiently, and automate communication through email notifications. Guest Support Dashboard Actions Available on Guest Tickets When managing a guest ticket, you can: View Details – open the full ticket. Reply – send responses […]
The Smart Support Guest Support add-on provides a seamless ticketing process for both website visitors (guests) and administrators (support agents). Guests can submit and manage tickets without creating an account, while admins handle guest tickets directly from the WordPress dashboard. For Website Visitors (Guests) Submitting a Guest Ticket Go to your support page (commonly /support/). […]
After installing and activating the Smart Support Guest Support add-on, you need to configure its settings to fit your support workflow. All configurations are handled in the WordPress admin panel. Accessing Guest Support Settings Log in to your WordPress admin dashboard. Go to Smart Support > Settings. Click the Guest Support tab. You’ll see a […]
What is Smart Support Guest Support? The Smart Support Guest Support add-on extends the Smart Support plugin by allowing non-registered users (guests) to create and manage support tickets. This means your customers can reach your support team quickly without needing to create an account or log in. Instead of using WordPress user accounts, guests identify […]
This guide helps you resolve common issues when importing tickets into Smart Support and provides developer-focused resources like error codes, hooks, and database references. Common Issues & Fixes 1. File Upload Fails Possible Causes File size exceeds limit (default 10MB). Unsupported format (only CSV, JSON, XML allowed). File is corrupted or incomplete. Solutions Check file […]
The Smart Support – Importer includes a variety of configuration options to give you full control over how tickets are migrated. This article covers import options, file limits, field mappings, and advanced customization for developers. Import Options When uploading your file, you’ll see the following configurable options: Create Missing Users Automatically create WordPress users for […]