Getting Started with Smart Support – Importer
The Smart Support – Importer is an add-on for the Smart Support plugin that helps you migrate tickets from other popular ticketing systems into Smart Support. Whether you’re switching from Zendesk, Awesome Support, Fluent Support, SupportCandy, Heroic Inbox, or KB Support, this importer makes the process smooth and reliable.
Key Features
- Multi-System Support: Import tickets from 6+ major helpdesk solutions.
- Multiple File Formats: Works with CSV, JSON, and XML files.
- Smart Field Mapping: Automatically maps common ticket fields.
- User Management: Create missing users or map to existing ones.
- Batch Processing: Import large ticket sets efficiently with progress tracking.
- Error Handling: Logs and reports import errors.
- Data Preservation: Keep original ticket creation/update dates and metadata.
- Import History: Track all past import operations with statistics.
Prerequisites
Before you begin, make sure the following requirements are met:
- WordPress 5.0 or higher
- PHP 7.4 or higher
- Smart Support plugin is installed and activated
- Administrator privileges in your WordPress site
Supported Ticketing Systems
The importer currently supports ticket migration from:
| Source System | Export Format Options |
|---|---|
| Zendesk | CSV, JSON |
| Awesome Support | CSV, JSON |
| Fluent Support | CSV, JSON |
| SupportCandy | CSV, JSON |
| Heroic Inbox | CSV, JSON |
| KB Support | CSV, JSON |
👉 Each system provides an export option within its admin dashboard. You can then use the exported file as the input for the importer.
Export Methods Overview
Here’s how to export tickets from each supported system:
- Zendesk: Go to Admin Center > Objects and Rules > Tickets, select Export, and download as CSV/JSON.
- Awesome Support: Go to Tickets > Export, select filters, and export as CSV/JSON.
- Fluent Support: Navigate to Fluent Support > Tools > Export and choose your format.
- SupportCandy: Go to SupportCandy > Tools > Export and select tickets.
- Heroic Inbox: Use Heroic Inbox > Export to download ticket data.
- KB Support: Go to KB Support > Export to download tickets.
(For detailed required fields and sample file formats, see the How to Import Tickets guide.)
Why Use the Importer?
- Makes migration from legacy helpdesk systems fast and reliable
- Preserves important ticket data, including customer details and history
- Reduces manual work by handling field mapping and user creation automatically
- Helps maintain a consistent support experience for both agents and customers
✅ Next step: Once you’re familiar with the basics, move on to the How to Import Tickets article for a full step-by-step import guide.