This article covers permissions, known limitations, and common troubleshooting steps for the Smart Support Ticket Templates add-on. Permissions Ticket Templates use WordPress capabilities. Capability Allows smart_support_manage_ticket_templates Create, edit, delete, activate, and deactivate templates smart_support_use_ticket_templates Select templates when creating tickets Administrators receive both capabilities when the add-on is activated. Template usage may also depend on how […]
This article explains access permissions, known limitations, and common troubleshooting steps for the Smart Support Canned Replies add-on. Permissions Access is controlled by WordPress capabilities. Capability Allows smart_support_manage_canned_replies Create, edit, delete, activate, and deactivate canned replies smart_support_use_canned_replies Open the canned replies modal and insert replies into tickets Typical access: User type Typical access Administrator Manage […]
This article covers common issues with the Smart Support Registration Fields add-on and explains current limitations to be aware of. Fields do not appear on the registration form Check the following: The main Smart Support plugin is active. The Registration Fields license is active under Smart Support → Licenses. The field is marked Active. The […]
Even with proper setup, issues can arise when using Smart Support Guest Support. This guide covers common problems and solutions, debugging techniques, and a comprehensive FAQ for admins and guests. Troubleshooting 1. “Continue as Guest” Button Not Showing Problem: The guest option is missing on the support page.Solutions: Confirm the plugin is installed and activated. […]
This guide helps you resolve common issues when importing tickets into Smart Support and provides developer-focused resources like error codes, hooks, and database references. Common Issues & Fixes 1. File Upload Fails Possible Causes File size exceeds limit (default 10MB). Unsupported format (only CSV, JSON, XML allowed). File is corrupted or incomplete. Solutions Check file […]
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 […]
The Smart Support – Ticket Templates add-on lets you create reusable ticket layouts for common support requests. A ticket template can prefill the ticket subject and message, helping customers and agents create clearer, more complete tickets. What problem does it solve? Without templates, users may submit vague tickets such as: Help! or It does not […]
The Smart Support – Canned Replies add-on lets support teams create reusable response templates and insert them into ticket replies from the Smart Support admin ticket screen. Instead of typing the same answers repeatedly, agents can choose a saved reply, insert it into the editor, and personalize it before sending. What problem does it solve? […]