Agents can use the Time Tracking panel inside a ticket to record the time they spend working on customer issues. The panel provides simple timer controls, including start, pause, resume, and stop. Depending on the site settings, agents may also be able to manually add time to a ticket. Opening the Time Tracking panel To […]
The Smart Support Time Tracking add-on allows support teams to record how much time agents spend working on support tickets. Instead of only tracking ticket replies or status changes, Time Tracking helps you understand the actual effort required to resolve customer issues. With Time Tracking, agents can start a live timer while working on a […]
This article covers permissions, known limitations, and common troubleshooting steps for the Smart Support Ticket Templates add-on. Permissions Ticket Templates use WordPress capabilities. Capability Allows smart_support_manage_ticket_templates Create, edit, delete, activate, and deactivate templates smart_support_use_ticket_templates Select templates when creating tickets Administrators receive both capabilities when the add-on is activated. Template usage may also depend on how […]
Administrators can create and manage ticket templates from the WordPress admin. Go to: Smart Support → Templates From this screen, you can create, edit, activate, deactivate, and delete templates. Open the templates list Go to Smart Support → Templates. Review the templates table. Click Add New Template to create a template. Click Edit on an existing […]
Ticket Templates help users and agents start new tickets with predefined subject and message content. When a template is selected, the form fills in the ticket subject and message automatically. Select a ticket template Open the Smart Support ticket creation page. Find the Choose a Template dropdown. Select a template from the list. Review the […]
The Smart Support – Ticket Templates add-on lets you create reusable ticket layouts for common support requests. A ticket template can prefill the ticket subject and message, helping customers and agents create clearer, more complete tickets. What problem does it solve? Without templates, users may submit vague tickets such as: Help! or It does not […]
This article explains access permissions, known limitations, and common troubleshooting steps for the Smart Support Canned Replies add-on. Permissions Access is controlled by WordPress capabilities. Capability Allows smart_support_manage_canned_replies Create, edit, delete, activate, and deactivate canned replies smart_support_use_canned_replies Open the canned replies modal and insert replies into tickets Typical access: User type Typical access Administrator Manage […]
Administrators and users with the required permissions can create, edit, activate, deactivate, and delete canned replies from WordPress admin. Canned replies are managed under: Smart Support → Canned Replies Open the Canned Replies screen Go to Smart Support → Canned Replies. Review the reply list. Click Add New to create a reply. Click Edit on […]
Agents can use canned replies while responding to tickets from the Smart Support admin ticket screen. A canned reply inserts saved text into the ticket reply editor. Agents should review and personalize the response before sending it to the customer. Open a canned reply Go to Smart Support in WordPress admin. Open a ticket. Scroll […]
The Smart Support – Canned Replies add-on lets support teams create reusable response templates and insert them into ticket replies from the Smart Support admin ticket screen. Instead of typing the same answers repeatedly, agents can choose a saved reply, insert it into the editor, and personalize it before sending. What problem does it solve? […]