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 customers if they don’t already exist.
  • Helps preserve ticket ownership and customer history.
• Preserve Original Dates
  • Keeps original ticket creation and update timestamps.
  • Useful for historical accuracy and reporting.
• Auto-assign Agents
  • If enabled, Smart Support automatically assigns tickets to available agents.
  • Can help streamline workflows for large imports.

File Limits

By default, the importer enforces the following limits:

• Maximum File Size: 10MB (can be increased via filters)
• Supported Formats: CSV, JSON, XML
• Batch Size: 50 tickets per batch (configurable)

This ensures imports run smoothly without server timeouts.

Field Mapping Reference

The importer automatically maps fields between your source system and Smart Support.

Status Mapping

add_filter('smart_support_importer_field_mapping', function($mapping, $source_system) {
if ($source_system === 'zendesk') {
$mapping['custom_field'] = 'custom_field_value';
}
return $mapping;
}, 10, 2);

add_filter('smart_support_importer_options', function($options) {
$options['max_file_size'] = 20971520; // 20MB
$options['batch_size'] = 100; // Increase batch size
return $options;
});

Best Practices

• Start with small files – Test your setup with a small batch before importing large datasets.
• Backup your database – Always take a backup before running imports.
• Verify field mapping – Double-check that fields from your source system align with Smart Support.
• Monitor progress – Watch the progress bar and logs during the import.