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 directly from the support page.
  • Useful for creating a dedicated support portal with user accounts.

• Require Approval

  • When enabled, newly registered users must be manually approved before gaining access.
  • If disabled, users are automatically approved and assigned a role.

• Default User Role

  • Select the WordPress role assigned to new users (e.g., Subscriber).
  • Controls user capabilities outside Smart Support as well.

• Welcome Email

  • Sends a welcome email automatically when a new user registers.
  • Can be customized under Email Templates.

🔑 User Permissions

• Users Can Close Their Own Tickets

  • Allows end-users to mark their tickets as closed when they feel the issue is resolved.

• Users Can Reopen Their Own Tickets

  • Lets users reopen a closed ticket if the issue persists.
  • Reopen Time Limit: Define the number of days users can reopen a ticket after closure (e.g., 30 days).
  • Set to 0 for no time limit.

🚫 User Restrictions

• Max Tickets Per User

  • Limits how many open tickets a user can have at the same time.
  • Example: Setting 10 means a user cannot create more than 10 active tickets.

• Ticket Submission Rate Limit

  • Prevents spam by limiting how many tickets a user can submit per hour.
  • Example: Setting 5 means a user can only submit up to 5 tickets per hour.

• Guest Tickets

  • Option: “Allow guests to submit tickets without registration.”
  • When enabled, users can submit tickets without an account, but must provide a valid email address for ticket updates.

✅ Best Practices

• Enable Guest Tickets if you want to reduce friction for new customers.
• Set reasonable limits to prevent spam or abuse (e.g., Max 5 tickets, 3 per hour).
• Use approval workflows for websites where you only want registered/verified customers to access support.
• Combine permissions with auto-close/delay rules for a smooth lifecycle.

👉 Next step: How to Configure Advanced Settings