Smart Support comes with three basic roles:

• Support User (Customer) → End-users who can submit and track tickets.
• Support Agent → Team members who handle customer tickets.
• Support Supervisor → Managers with almost all helpdesk-related permissions.

By default, Support Supervisors have full access, while Support Agents have limited capabilities. However, permissions can be fully customized.

👉 To edit permissions, go to:
WordPress Dashboard → Smart Support → User Roles

🛠️ Agent Permissions

From the Agent Management settings, you can define what agents are allowed to do:

• ✅ Agents can close tickets – Lets agents mark tickets as resolved.
• ✅ Agents can delete tickets – Grants the ability to remove tickets.
• ✅ Agents can reassign tickets to other agents – Allows redistribution of workload.
• ❌ Agents can create new tickets – Disabled by default, but can be enabled if agents should create internal/customer tickets.

Agent Ticket Visibility

You can control which tickets agents see:

• Own Tickets Only → Agents only see tickets assigned to them.
• Department Tickets → Agents see tickets from their department plus their own.
• All Tickets → Agents see every ticket in the system.

🔄 Auto-Assignment Settings

• Automatically Assign New Tickets
  New tickets are assigned to available agents automatically.

• Auto-Assign on Reply
  If a ticket is unassigned, the first agent to reply becomes the assigned agent.

• Agent Assignment Methods

  • Round Robin – Distributes tickets evenly among agents.
  • Load Balance (if enabled in Pro) – Assigns based on the least number of active tickets.

📌 Restrictions

• Max Tickets per Agent
  Define how many open tickets an agent can handle at once (e.g., 50).
  Prevents overload and ensures fair distribution.

• Reopen & Auto-Close Rules
  Agents must follow the global system rules for ticket reopening, delays, and closures.

📑 Permission Table

Here’s an overview of default role permissions (can be customized):

✅ With this setup, you can fine-tune how your agents and supervisors interact with Smart Support, ensuring a balance between efficiency and security.

👉 Next step: How to Manage Departments in Smart Support