Smart Support — Gravity Forms Integration creates tickets only from forms that have an active mapping. Each mapping can be activated or deactivated individually. This lets administrators pause ticket creation for a specific form without deleting its configuration.
Mapping Statuses
Each form mapping has a status.
Active
An active mapping can create Smart Support tickets when the connected Gravity Form is submitted.
Ticket creation also requires an active add-on license.
Inactive
An inactive mapping is saved but does not create tickets.
The Gravity Form continues to submit normally, but the integration does not create a Smart Support ticket from that submission.
Not Mapped
A form that is not mapped has no saved ticket creation configuration.
Submissions for unmapped forms do not create Smart Support tickets through this add-on.
Viewing Mapping Status
You can view mapping status from either integration screen.
Smart Support Mapping List
Go to: Smart Support > Gravity Forms
This list shows saved mappings with their current status.
From this screen, you can:
- Add a new mapping
- Edit an existing mapping
- Activate a mapping
- Deactivate a mapping
Gravity Forms Mapping List
Go to: Forms > Smart Support
This screen shows Gravity Forms with mapping status, such as:
- Not mapped
- Active
- Inactive
You can use this screen to map a new form or edit an existing mapping.
Activating a Mapping
To allow a mapped form to create tickets:
- Go to Smart Support > Gravity Forms.
- Find the mapping.
- Click Activate.
Once active, the mapping participates in ticket creation when the form is submitted.
Deactivating a Mapping
To pause ticket creation for a form:
- Go to Smart Support > Gravity Forms.
- Find the mapping.
- Click Deactivate.
The mapping remains saved, but submissions from that form no longer create Smart Support tickets.
This is useful when you want to temporarily stop ticket creation without losing the field mapping configuration.
How Tickets Are Created from Submissions
When a visitor submits a mapped Gravity Form, the following process occurs:
- Gravity Forms processes the form entry.
- The integration checks whether the add-on license is active.
- The integration checks whether the submitted form has an active mapping.
- The integration builds ticket data using the mapped fields and defaults.
- A Smart Support ticket is created.
- The form entry can be linked to the ticket for administrator reference where supported by Smart Support.
If the license is inactive or the mapping is inactive, the form still submits successfully, but no ticket is created by the add-on.
How Defaults Affect Ticket Creation
Defaults help complete the ticket when submitted form values are missing or cannot be resolved.
For example:
- If no priority field is mapped, the default priority can be used.
- If a department field value does not match an existing department, the default department can be used.
- If no product is selected on the form, the default product can be used.
- If no agent is determined from the submission, the default agent can be used.
Defaults make the integration more reliable and help ensure tickets are created with the correct routing information.
Front-End Visitor Experience
Site visitors do not see Smart Support integration screens.
They only interact with the Gravity Form on your site.
After submission, the visitor experience remains the same as your normal Gravity Forms workflow. The ticket is created in the background when the license and mapping requirements are met.
Active mappings control which Gravity Forms can create Smart Support tickets.
Use mapping statuses to manage ticket creation per form, defaults to improve routing reliability, and the Smart Support or Gravity Forms admin entry points to manage the integration from the workflow that fits your team.