A mapping tells Smart Support how to create a ticket from a Gravity Forms submission. Each mapping is connected to one Gravity Form. The mapping defines which form fields should be used for ticket content, customer details, routing, and fallback defaults.
You can create or edit mappings from: Smart Support > Gravity Forms
or: Forms > Smart Support
Both screens save to the same integration settings.
Create a New Mapping
To create a mapping from the Smart Support menu:
- Go to Smart Support > Gravity Forms.
- Click Add New Mapping.
- Choose the Gravity Form you want to connect.
- Map the required ticket fields.
- Map customer information.
- Configure optional routing fields.
- Set defaults, if needed.
- Click Save settings.
After saving, the mapping is added to the mapping list. New mappings are active by default unless changed from the list screen.
Select the Gravity Form
The first step is selecting the Gravity Form.
Once a form is selected, the field mapping options update based on the fields available in that form. Field labels are shown wherever possible, so administrators can choose fields by readable names instead of raw field IDs.
Map Ticket Content
At minimum, map the main ticket content fields.
Subject or Title
The subject field becomes the Smart Support ticket title.
Choose a field that clearly identifies the request, such as:
- Subject
- Issue title
- Request type
- Reason for contacting support
Description or Message
The description field becomes the main ticket body. Choose a field where the visitor explains their issue, question, or request.
HTML content may be allowed according to Smart Support’s normal sanitization behavior.
Map Customer Information
Customer information helps Smart Support associate the ticket with the correct user or customer.
Map the following fields where available:
| Mapping Field | Recommended Gravity Forms Field |
|---|---|
| Email field | |
| First name | Name field or text field |
| Last name | Name field or text field |
| Full name | Single name field or text field |
The email field is especially important because it helps Smart Support identify the customer who submitted the request.
Depending on your Smart Support settings, the integration may use this information to resolve an existing user or create a subscriber when the email address is unknown.
Map Optional Routing Fields
Routing fields help determine where the ticket should go inside Smart Support.
You can map fields for:
- Priority
- Department
- Product
These mappings are optional. If they are not mapped, or if the submitted value cannot be resolved, the integration can use default values instead.
Priority: The submitted value should match a Smart Support priority slug or expected value.
Examples may include:
- low
- medium
- high
- urgent
Department: The submitted value should match the department name or a value Smart Support can resolve.
Product: The submitted value should match a Smart Support product name where product routing is enabled.
Configure Defaults
Defaults are used when a submitted field is not mapped, empty, or cannot be matched to a Smart Support value.
Defaults help ensure that tickets are still created with useful routing information even when the form submission does not provide every value.
Create Subscriber for Unknown Email Addresses
The mapping can include an option to create a subscriber if the submitted email address does not already belong to a known user.
When enabled, the integration attempts to onboard unknown email addresses as subscribers according to Smart Support behavior.
This is useful for public support forms where visitors may not already have accounts.
Save the Mapping
After configuring the mapping, click Save settings.
When the mapping is saved successfully, you are returned to the relevant list screen with a success notice.
The form can now create Smart Support tickets when:
- The add-on license is active
- The form mapping is active
- The form is submitted successfully
Mappings define how Gravity Forms submissions become Smart Support tickets.
For predictable ticket creation, map the ticket subject, description, customer email, and customer name fields. Then configure routing fields and defaults to control how tickets are assigned inside Smart Support.