Ticket Type Settings in Smart Support

Smart Support introduced configurable Ticket Type support in version 2.0.2. This free core feature lets administrators create custom ticket types and optionally display a Ticket Type field on support ticket forms.

The feature is disabled by default.

Enable Ticket Types

Go to: Smart Support → Settings → General → Overview

Enable: Ticket Type Field – Enable ticket type selection for tickets

Once enabled:

• A Ticket Type submenu appears under Smart Support.
• The Ticket Type field becomes available on supported ticket forms.
• Administrators can create and manage custom ticket types.

Manage Ticket Types

After enabling the feature, go to: Smart Support → Ticket Types

From this screen, you can create and manage the ticket types used by your WordPress help desk.

Example ticket types could include:

• Technical Issue
• Billing Question
• Feature Request
• General Support

Customers can then select the appropriate type when submitting a support ticket.

Disable Ticket Types

If your support workflow does not require ticket types, leave the setting disabled.

When disabled, the Ticket Type submenu and ticket form field remain hidden, keeping the ticket submission process simpler.

After enabling or disabling Ticket Type Field, click Save Changes.

The Ticket Type feature can then be managed according to your customer support workflow.