How to use Smart Support – Private Credentials

Smart Support – Private Credentials is an add-on for the Smart Support plugin that allows customers and support agents to securely share sensitive access details—such as usernames, passwords, and URLs- directly inside support tickets.

Instead of sending credentials via email or third-party tools, all sensitive data stays inside the ticket system and is automatically removed when the ticket is resolved or closed.

Key Use Cases

• Sharing WordPress admin or hosting credentials
• Providing temporary access to staging or test environments
• Sending API keys or service logins during troubleshooting
• Keeping sensitive data out of email and chat history

How Customers Add Private Credentials

1. Open an existing support ticket from the frontend.
2. Click the plus (+) button near the ticket reply area.
3. A modal form will open.
4. Enter the following information:
   • Username (required)
   • Password (required)
   • Link / URL (optional)
   • Additional Information (optional)
5. Submit the form.

The credentials are immediately saved and linked to the ticket.

How Agents View Credentials

1. Open the ticket in the WordPress admin dashboard.
2. Navigate to the Private Credentials tab.
3. View all submitted credentials in plain text.
4. Review associated links and additional notes.

Credentials are isolated from public ticket replies and only visible to authorized agents.

Editing Credentials

• Additional Information can be edited directly by agents.
• Username, Password, and Link fields cannot be modified directly.
• To update core credential fields:

1. 1. Delete the existing credential entry.
   2. Ask the customer to re-submit updated credentials.

This prevents accidental overwriting of sensitive data.

Automatic Credential Deletion

For security reasons, credentials are automatically deleted when a ticket is marked as:

• Resolved
• Closed

No manual cleanup is required.

This ensures sensitive information is never stored longer than necessary.

Security Notes

• Credentials are stored securely in the WordPress database.
• Access is limited to the associated ticket only.
• For production environments, additional encryption or server-level security is recommended.
• Avoid sharing permanent credentials whenever possible.