Internal Notes are a powerful way for agents and supervisors to collaborate privately inside a ticket without sharing the message with the customer. Unlike public replies, internal notes are only visible to support staff and are never sent to the end user. This makes them ideal for escalations, troubleshooting logs, or sharing context with colleagues. […]
Smart Support allows Support Agents, Support Supervisors, and Administrators to manage and reply to tickets directly from the WordPress backend. This ensures tickets are handled efficiently, with full access to customer information, history, and internal collaboration tools. 🔎 Accessing a Ticket To open and reply to a ticket: Go to WordPress Dashboard → Smart Support […]
Smart Support provides a complete & UNIFIED frontend support portal where customers can register, log in, view their tickets, and create new support requests. This eliminates the need for customers to access the WordPress backend, ensuring a clean, user-friendly experience. 🏗️ Creating the Frontend Support Dashboard Page To display the Support Dashboard on the frontend: […]
In some cases, agents may need to create support tickets on behalf of customers—for example, when a request is received via phone, chat, or an in-person interaction rather than through the customer portal. Smart Support allows this functionality, but it must first be enabled from settings. ⚙️ Enabling the Option for Agents to Create Tickets […]
The Support Tickets Dashboard is the central hub for managing all customer support tickets in Smart Support. From here, administrators, supervisors, and agents can track, filter, and manage tickets efficiently. You can access it from:WordPress Dashboard → Smart Support → Dashboard This page provides multiple tools for sorting, searching, customizing, and bulk-managing tickets. Let’s break […]
Smart Support gives you flexible ways to assign tickets to agents, ensuring fair distribution and efficient handling of support requests. You can choose the assignment method that best fits your team structure and workflow. Access it via:WordPress Dashboard → Smart Support → Settings → Agent Management → Agent Assignment 🛠️ Assignment Methods 1. Manual Assignment […]
Smart Support comes with three basic roles: Support User (Customer) → End-users who can submit and track tickets. Support Agent → Team members who handle customer tickets. Support Supervisor → Managers with almost all helpdesk-related permissions. By default, Support Supervisors have full access, while Support Agents have limited capabilities. However, permissions can be fully customized. […]
The User Management settings allow you to control how customers (support users) register, submit tickets, and interact with your helpdesk system. You can manage registrations, permissions, restrictions, and guest ticketing from here. Access it via:WordPress Dashboard → Smart Support → Settings → User Management 📝 User Registration Allow User Registration Enables new users to register […]
The Appearance Settings allow you to customize the look and feel of your helpdesk system, add a floating support widget, and manage how ticket notifications appear for agents. Access it via:WordPress Dashboard → Smart Support → Settings → Appearance 🎨 Color Scheme Primary ColorDefines the main color used for buttons, links, and highlights.Example: Brand color […]
Email notifications are an essential part of Smart Support. They keep both customers and agents updated whenever ticket activity occurs. You can fully customize subjects, recipients, and message templates. Access it via:WordPress Dashboard → Smart Support → Settings → Email ⚙️ General Configuration From Name: The sender’s display name in outgoing emails (e.g., Smart Support […]