When Registration Fields is enabled, customers may see additional questions when creating a support account. These fields help your support team collect important information, such as company name, phone number, department, or account ID. How to complete the registration form To register for support: Go to the site’s Smart Support registration page. Complete the standard […]
The Smart Support – Registration Fields add-on lets you collect additional customer information during support portal registration. By default, a registration form usually collects basic details such as username, email, name, and password. With Registration Fields, site administrators can add custom signup fields such as company name, phone number, department, account ID, or preferred contact […]
Each status has a color setting. Colors help agents identify ticket state quickly in admin views, badges, and status previews. Suggested color strategy: Status type Suggested color usage New or unassigned Neutral color Active work Blue or similar cool color Waiting states Yellow or orange Escalated or urgent Red or warning color Resolved or closed […]
Open the Custom Status screen To manage statuses: Go to WordPress admin. Open Smart Support → Custom Status. Review the status list. The list includes: Type Meaning Core Built-in Smart Support statuses. Custom Statuses created by your team. Create a new custom status Go to Smart Support → Custom Status. Click Add New. Complete the […]
Where custom statuses appear When the add-on is licensed and custom statuses are active, they appear in the Smart Support admin ticket workflow. Custom statuses may appear in: Area Usage Ticket view Agents select a status from the Status dropdown. Tickets list Status filters and badges may show custom status names and colors. Add New […]
The Smart Support – Custom Status add-on lets you create and manage additional ticket statuses beyond the default Smart Support statuses. It helps teams track ticket progress more accurately by using statuses that match their real support workflow. For example, instead of only using general statuses like Working On or On Hold, your team can […]
With Smart Support – Smart Widget version 1.0.3 or later, you can integrate the Ask AI feature into the front-end support widget. This feature allows visitors to type questions directly into the widget and receive AI-generated answers based on your available support content and AI configuration. Ask AI is designed to help users find answers […]
The Smart Support REST API lets you connect Smart Support with external tools such as CRMs, automation platforms, import scripts, reporting tools, and custom applications. Use this guide if you want to create, update, retrieve, or manage support tickets programmatically. Overview API namespace: smart-support/v1 Base URL: https://example.com/wp-json/smart-support/v1 Replace https://example.com with your own WordPress site URL. […]
The AI assistant is available in Smart Support plugin version 2.0.0 or higher. This guide explains how to enable Smart Support’s optional agent AI features and use them safely on ticket screens. ℹ️ AI features are turned off by default. No ticket content is sent to an AI provider unless AI is enabled and an […]
This guide will help you connect your Microsoft email (Outlook, Hotmail, Live, or Microsoft 365) to the Email Bridge plugin. No technical knowledge required. Just follow the steps below. Before You Start You need: A Microsoft email account (Outlook.com, Hotmail.com, Live.com, or Microsoft 365 work account) Access to this link: 👉 https://entra.microsoft.com/ The Microsoft OAuth […]