Once you’ve completed installation, activation, and license setup of the Smart Support – WooCommerce Add-on, customers can open tickets directly from their WooCommerce account. Each ticket is automatically linked to the customer’s orders and products, giving your support team the full context they need.

This article explains how the integration works for both customers and support agents.

🛒 Customer Experience

1. Accessing Support from My Account
   • Customers log in to their WooCommerce My Account dashboard.
   • Under Orders, they will now see a “Get Support” button next to each order.
2. Submitting a Ticket
   • When a customer clicks Get Support, they are redirected to the Submit Ticket form.
   • The form automatically attaches:
   • Order ID
   • Product details
   • Customer info
   • Customers enter their issue details and submit the ticket.
3. Confirmation
   • Once submitted, the customer receives a confirmation message or email (depending on notification settings).

🎫 Agent Experience

1. Ticket Notification
   • Agents receive a new ticket in the Smart Support dashboard.
   • Clicking the ticket opens the detailed view.
2. WooCommerce Sidebar Information
   In the ticket view, a WooCommerce Widget displays:
   • Customer Profile: Name, email, account status.
   • Order Details: Order ID, status, date, and total.
   • Product Information: Product name, SKU, license (if applicable).
   • Refund Policy: Eligibility and return status.
   • Lifetime Value: Total spent, total orders, average order value.
3. Replying to the Ticket
   • Agents can respond directly from the ticket screen.
   • Internal notes can be added (visible only to the support team).
   • The system keeps a full history of interactions, linked to the order.

🔑 Key Benefits

• Seamless Experience – Customers don’t need to search for support; it’s built into their WooCommerce account.
• Order-Aware Support – Every ticket includes order and product details.
• Time-Saving for Agents – No need to manually ask for proof of purchase.
• Better Tracking – Ticket history aligns with customer purchase history.