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 to the guest via email.
• Change Status – mark as open, pending, resolved, or closed.
• Add Notes – create internal notes for your support team (invisible to guests).

Guest Information Widget

When viewing a guest ticket, a sidebar widget provides useful context:

• Guest Email – email address used to create the ticket.
• Access URL – the unique, token-based access link for the guest.
• URL Reset – Agent/admin can reset the URL, and it will start from day 1.
• Ticket Status – current state of the ticket.

Email Management

Smart Support handles communication with guests automatically via email.

Automatic Notifications

The system sends out the following guest-facing emails:

• Ticket Created – confirms submission and includes the secure access link.
• Agent Reply – notifies guests when a support agent responds.
• Status Change – alerts the guest when their ticket status changes (e.g., resolved).

Email Templates

• Uses the Smart Support core email system.
• Templates can be customized under Smart Support > Settings > Emails.
• Supports your branding, colors, and formatting for a professional look.

Guest Support Statistics

Access this dashboard at:
WordPress Admin > Smart Support > Analytics >  Guest Support

The dashboard provides a quick overview of guest activity:

• Total Guest Tickets – total number of guest-created tickets.
• Active Guest Tickets – tickets currently open or in progress.
• Tickets This Month – count of guest tickets submitted in the current month.
• Average Response Time – average time taken for the first agent reply.