Smart Support provides flexible role-based access control. Each role is designed to balance usability with security, ensuring that customers, agents, and supervisors have the right level of access to the ticketing system.

Below is a breakdown of the default roles, their capabilities, and when to use each.

Support User (Customer)

Customers are the end-users who submit support requests.

• Capabilities:
  • ✅ Submit new tickets
  • ✅ View their own tickets (if enabled)
  • ✅ Reply to their own tickets
• Default WordPress Role Used: Subscriber
• Purpose: To allow customers to easily create and manage their support queries without access to internal tools.

Smart Agent

Agents handle day-to-day customer support. They can view, reply to, and manage tickets assigned to them or their department.

• Capabilities:
  • ✅ View all tickets
  • ✅ Reply to tickets
  • ✅ Assign tickets
  • ✅ Close and reopen tickets
  • ✅ View internal notes
  • ✅ Add internal notes
• Restrictions:
  • ❌ Cannot delete tickets permanently
  • ❌ Cannot manage departments, products, or system settings
• Purpose: To resolve customer issues while maintaining accountability and visibility across the support team.

Smart Supervisor

Supervisors have full access to the support system, including administrative and analytical tools.

• Capabilities:
  • ✅ All ticket operations (submit, view, reply, assign, close, delete)
  • ✅ Manage tickets globally
  • ✅ Manage departments and products
  • ✅ View analytics and reports
  • ✅ Manage user roles and permissions
  • ✅ Configure plugin/system settings
• Purpose: To oversee support operations, manage agents, monitor performance, and configure system-wide policies.

Summary Table

Use Case Examples

🧑‍💻 Support User (Customer)

• A customer visits your site and encounters a technical issue.
• They log in with their subscriber account, submit a ticket, and check updates in their support portal.
• They can reply with extra details but cannot see other customers’ tickets.

🎧 Smart Agent

• A member of your support staff logs in to handle daily support tickets.
• They can view tickets from all customers, reply to queries, and add private notes visible only to the team.
• If they spot an unassigned ticket, they can assign it to themselves or another agent.

🧑‍💼 Smart Supervisor

• A support manager oversees the performance of the support desk.
• They review ticket analytics, manage departments (e.g., Sales, Billing, Technical), and set permissions for new agents.
• If an agent leaves, they can reassign or delete tickets, adjust settings, and control workflows.