Once you complete your purchase, whether it’s an individual add-on or part of a bundle, your add-on(s) will be instantly available to download. In this guide we will learn how to Install Smart Support add-on Steps to Install an Add-on Download the Add-on After purchase, go to Login or My account. Click on the Subscription […]
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: Create […]
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 to manage […]
Smart Support gives you flexible ways to assign tickets to agents (WordPress ticket assignment), 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 […]
The Smart Support agent management settings control how support tickets are distributed among agents, how many active tickets an agent can handle, and which tickets each agent is allowed to see. These settings help you organize support workloads and create a more structured WordPress help desk workflow for teams with multiple support agents. To access […]
Smart Support User Management: Permissions & Restrictions The Smart Support user management settings control how customers register for your WordPress help desk, access the Support Center, manage their own support tickets, and interact with your customer support ticket system. You can configure registration requirements, account approval, customer ticket permissions, reopen limits, ticket submission restrictions, welcome […]
The Smart Support appearance settings let you customize the frontend Support Center so your WordPress help desk fits more naturally with your website’s design. You can adjust the portal background, panels, text and links, borders, corner radius, content width, spacing, and button styling without modifying the Smart Support plugin files. These options give administrators greater […]