User Management
Smart Support User Roles & Permissions
Smart Support user roles and permissions let administrators control exactly what customers, support agents, and supervisors are allowed to do within the WordPress help desk. Instead of giving every support user the same level of access, Smart Support uses individual capabilities for ticket management, internal notes, administration, analytics, and other help desk functions.
This lets you build a permission structure that matches your team’s responsibilities.
To access these settings, go to: WordPress Dashboard → Smart Support → User Roles
Smart Support Roles
The User Roles & Permissions screen includes three primary Smart Support roles:
Support User (Customer)
The customer role is designed for end users who submit and manage their own support requests. Customers generally interact with Smart Support through the frontend Support Center rather than the WordPress administration area.
Smart Agent
Smart Agents are support team members responsible for handling customer tickets. Agents can be given the capabilities required for everyday support while more sensitive administrative permissions remain restricted.
Smart Supervisor
Smart Supervisors are intended for users who need broader help desk access. Depending on your configuration, supervisors can manage tickets, departments, reports, user roles, and other administrative functions.
Summary Table
| Capability | Support User (Customer) | Smart Agent | Smart Supervisor |
|---|---|---|---|
| Submit Tickets | ✓ | — | — |
| View Tickets | — | ✓ | ✓ |
| Reply to Tickets | — | ✓ | ✓ |
| Manage Tickets | — | ✓ | ✓ |
| Create Tickets on Behalf of Users | — | — | — |
| Assign Tickets | — | ✓ | ✓ |
| Close / Reopen Tickets | — | ✓ | ✓ |
| Delete Tickets | — | — | ✓ |
| View Internal Notes | — | ✓ | ✓ |
| Add Internal Notes | — | ✓ | ✓ |
| Manage Departments | — | — | ✓ |
| Manage Products | — | — | ✓ |
| View Analytics & Reports | — | — | ✓ |
| Manage User Roles | — | — | ✓ |
| Manage Smart Support Settings | — | — | ✓ |