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 helps teams:

• Respond faster
• Reduce repetitive answers
• Maintain consistent support quality
• Improve customer understanding

How It Works (In Simple Terms)

When replying to a support ticket:

1. The agent clicks the Documentation button
2. A modal opens with a searchable list of knowledge base articles
3. The agent selects an article
4. The article link is instantly inserted into the reply

Inserted format:

Article Title — https://example.com/article-url

Requirements

Before using this add-on, make sure the following plugins are installed and activated:

• Smart Support (required)
• Instant Knowledgebase (required)

Minimum system requirements

• WordPress 5.0+
• PHP 7.4+

Installation Guide

Step 1: Upload the Plugin

Once you complete the purchase of your subscription you will instantly have access to the add-on file. Simply download the .zip file and upload it to your WordPress plugin directory by going to Plugins → Add New → Upload Plugin.

Step 2: Activate the Plugin

1. Go to WordPress Admin → Plugins
2. Locate Smart Support – Documentation
3. Click Activate

Step 3: Activate your license

After activation, the documentation will display a notification prompting you to activate your license. Simply click the Activate License link, or navigate to the License tab under Smart Support > License. Enter your license key in the designated license field and click Activate. Once activated, you will be able to view the remaining license validity period and the active license status.

Using the Documentation Feature

Step 1: Open a Support Ticket

• Go to Smart Support → Tickets
• Open any existing ticket
• Scroll to the Reply section

Step 2: Open Documentation Search

In the reply editor, you’ll see a Documentation button next to the Internal Note button.

Click Documentation to open the article search modal.

Step 3: Search for Articles

Inside the modal:

• Type keywords related to the issue
• Articles are fetched from Instant Knowledgebase
• Each result shows:
  • Article title
  • Article category (in brackets)

Example:

[Getting Started] How to Configure Email Notifications

Step 4: Insert Article into Reply

1. Click the desired article
2. The article is instantly inserted into the reply editor

Inserted format:

How to Configure Email Notifications — https://your-site.com/docs/email-notifications

You can:

• Add additional explanation text
• Insert multiple articles in one reply
• Edit or remove the link before sending

Step 5: Send the Reply

Once your reply is ready:

• Click Send Reply
• The customer receives the documentation link inside the ticket response

Smart Support – Documentation bridges your support tickets and knowledge base, allowing agents to deliver faster, clearer, and more consistent support—without leaving the ticket interface.

It’s ideal for:

• Growing support teams
• Knowledge-base-driven products
• High-volume customer support environments