This guide will help you connect your Microsoft email (Outlook, Hotmail, Live, or Microsoft 365) to the Email Bridge plugin. No technical knowledge required. Just follow the steps below. Before You Start You need: A Microsoft email account (Outlook.com, Hotmail.com, Live.com, or Microsoft 365 work account) Access to this link: 👉 https://entra.microsoft.com/ The Microsoft OAuth […]
Productivity widgets and tools are designed to help agents stay organized directly inside the ticket interface. These features reduce reliance on external notes, task managers, or email threads. By keeping all relevant information in one place, agents can resolve tickets faster and with fewer errors. This article explains how to use tasks, personal notes, CC […]
Smart Support – Productivity Suite introduces advanced ticket and reply management while maintaining a complete audit trail. This ensures transparency, accountability, and confidence when multiple agents work on the same ticket. Every edit, deletion, or split action is logged so changes can be reviewed later if needed. This article explains how ticket editing, reply management, […]
Smart Support – Productivity Suite is an advanced add-on for the Smart Support plugin that introduces productivity-focused tools directly into your ticket workflow. It is designed to help support agents manage tickets faster, stay organized, and maintain accountability through edit history and workflow widgets. This suite is ideal for teams handling high ticket volumes or […]
Smart Support – Private Credentials is an add-on for the Smart Support plugin that allows customers and support agents to securely share sensitive access details—such as usernames, passwords, and URLs, directly inside support tickets. Instead of sending credentials via email or third-party tools, all sensitive data stays inside the ticket system and is automatically removed […]
Overview Auto-response messages play a critical role in setting expectations, building trust, and enhancing the customer experience in any support system. In Smart Support – Auto Responder, well-written auto responses ensure that customers feel acknowledged immediately, receive relevant information, and understand what will happen next—without overwhelming them with unnecessary details. This article focuses on creating […]
Once Smart Support – Auto Responder is installed and activated, the next step is configuring auto responders that match your support workflow and business requirements. Auto responders can be triggered by different events, filtered using advanced conditions, scheduled to run during specific hours, and prioritized to ensure the most relevant response is sent. This article […]
Smart Support – Auto Responder is designed to help support teams automate routine ticket communication while maintaining a consistent and professional customer experience. By automatically responding to support tickets based on predefined rules, this add-on ensures that customers receive timely acknowledgment and relevant information without requiring manual intervention from support agents. This Getting Started guide […]
Smart Support – Documentation is an add-on for the Smart Support plugin that allows support agents to search and insert knowledge base articles directly into ticket replies. Instead of switching tabs or manually copying article links, agents can instantly find relevant documentation from Instant Knowledgebase and insert it into replies in a clean, consistent format. […]
This article explains how search works inside the Smart Support Widget, how to configure search sources, and what users see when searching. 1. Enabling Search Turn on Enable Search in the Widget settings. When enabled, the widget shows: A search bar Live search results as the user types Results from selected data sources Minimum characters: […]