Smart Support — Gravity Forms Integration connects Gravity Forms with Smart Support so selected form submissions can automatically create support tickets. After the add-on is configured, visitors continue using your normal Gravity Forms. When a mapped and active form is submitted, the integration uses the submitted field values to create a Smart Support ticket. You […]
Smart Support – Auto-Close Alert adds customizable email templates for inactive ticket warnings and auto-close notifications. These templates help you communicate clearly with customers before and after an inactive ticket is closed. You can manage these templates from: Smart Support > Settings > Email Email Templates Added by Auto-Close Alert Auto-Close Alert adds two templates to the […]
Smart Support – Auto-Close Alert adds extra controls to the ticket auto-close process. These settings allow you to decide how often inactive tickets are processed, how many tickets are handled per run, and when customers should receive warning reminders before their ticket is automatically closed. You can configure these options from: Smart Support > Settings > General […]
Smart Support – Auto-Close Alert is a premium add-on for Smart Support that enhances the ticket auto-close feature. The add-on gives you more control over how inactive tickets are processed before they are automatically closed. You can configure how often the auto-close job runs, limit the number of tickets processed per run, send warning emails before […]
Smart Support – SLA automatically tracks response and resolution deadlines after a ticket is created. The add-on monitors SLA progress, updates ticket status indicators, records breaches, sends notifications, and provides reporting through SLA analytics. When SLA Tracking Starts SLA tracking starts automatically when a ticket is created. The add-on checks the ticket’s priority and department, matches the […]
SLA rules define the response and resolution time limits for tickets in Smart Support. Each rule can apply to a specific priority, a specific department, both a priority and a department, or all tickets globally. This gives you the flexibility to create different service targets for different types of support requests. Accessing SLA Rules To […]
Smart Support – SLA is a premium add-on for the Smart Support plugin that adds Service Level Agreement management to your helpdesk tickets. With this add-on, you can define response and resolution deadlines, track SLA progress on tickets, monitor breaches, and review SLA performance through analytics. SLA tracking helps your team make sure tickets are handled […]
Administrators can configure the Smart Support Time Tracking add-on from the Smart Support settings area. These settings control how time tracking behaves, whether manual time entry is allowed, how timers work, and how time data appears in reports. Time Tracking also includes reporting and analytics views that help administrators review support effort across tickets, agents, […]
Agents can use the Time Tracking panel inside a ticket to record the time they spend working on customer issues. The panel provides simple timer controls, including start, pause, resume, and stop. Depending on the site settings, agents may also be able to manually add time to a ticket. Opening the Time Tracking panel To […]
The Smart Support Time Tracking add-on allows support teams to record how much time agents spend working on support tickets. Instead of only tracking ticket replies or status changes, Time Tracking helps you understand the actual effort required to resolve customer issues. With Time Tracking, agents can start a live timer while working on a […]