Smart Support — Gravity Forms Integration connects Gravity Forms with Smart Support so selected form submissions can automatically create support tickets.
After the add-on is configured, visitors continue using your normal Gravity Forms. When a mapped and active form is submitted, the integration uses the submitted field values to create a Smart Support ticket.
You can map form fields to ticket details such as subject, description, customer email, customer name, priority, department, product, and fallback defaults.
What the Integration Does
The Gravity Forms Integration add-on allows administrators to:
- Connect individual Gravity Forms to Smart Support ticket creation
- Create form-to-ticket mappings for each selected form
- Map form fields to ticket subject and description
- Map customer email and name fields
- Route tickets by priority, department, product, and agent
- Use default values when mapped fields are not provided or cannot be resolved
- Activate or deactivate ticket creation per form
- Manage mappings from either Smart Support or Gravity Forms admin menus
Tickets are only created when the add-on license is active and the form mapping is active.
Where to Configure the Integration
The add-on provides two admin entry points. Both manage the same stored mappings.
Smart Support Menu
Go to: Smart Support > Gravity Forms
This is the recommended hub for Smart Support administrators.
From this screen, you can:
- View all saved mappings
- See whether each mapping is Active or Inactive
- Add a new mapping
- Edit an existing mapping
- Activate or deactivate mappings
Gravity Forms Menu
Go to: Forms > Smart Support
This screen is useful when working from the Gravity Forms side.
From this screen, you can:
- View all Gravity Forms
- See each form’s mapping status
- Start mapping a form
- Edit an existing form mapping
Smart Support — Gravity Forms Integration lets administrators turn selected Gravity Forms submissions into Smart Support tickets.
Once Smart Support, Gravity Forms, and the integration license are active, you can create mappings that control how form data becomes ticket data.