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 […]
Smart Support – Private Credentials is an add-on for the Smart Support plugin that allows customers and support agents to securely share sensitive access details—such as usernames, passwords, and URLs- directly inside support tickets. Instead of sending credentials via email or third-party tools, all sensitive data stays inside the ticket system and is automatically removed […]
Smart Support – Private Credentials Securely exchange sensitive login details inside support tickets, without email, chat apps, or risk. Smart Support – Private Credentials is a powerful add-on for the Smart Support plugin that allows customers and support agents to safely share credentials such as usernames, passwords, URLs, and access notes directly within the ticket […]
Overview Auto-response messages play a critical role in setting expectations, building trust, and enhancing the customer experience in any support system. In Smart Support – Auto Responder, well-written auto responses ensure that customers feel acknowledged immediately, receive relevant information, and understand what will happen next—without overwhelming them with unnecessary details. This article focuses on creating […]
Automated Ticket Replies for WordPress Helpdesks Deliver faster, smarter customer support—automatically. Smart Support – Auto Responder is a powerful add-on for the Smart Support plugin that automatically sends responses to support tickets based on intelligent rules. Instantly acknowledge new tickets, respond to customer replies, and provide helpful information based on departments, products, keywords, ticket status, […]
This article explains how search works inside the Smart Support Widget, how to configure search sources, and what users see when searching. 1. Enabling Search Turn on Enable Search in the Widget settings. When enabled, the widget shows: A search bar Live search results as the user types Results from selected data sources Minimum characters: […]
In Smart Support, Products and Departments are two key components that work together to ensure tickets are categorized correctly, routed efficiently, and handled by the right agents. This structure helps teams organize support operations around both business areas (departments) and specific offerings (products). Understanding Departments Definition: A department represents a category of support responsibility, such […]
The Smart Support Guest Support add-on provides a seamless ticketing process for both website visitors (guests) and administrators (support agents). Guests can submit and manage tickets without creating an account, while admins handle guest tickets directly from the WordPress dashboard. For Website Visitors (Guests) Submitting a Guest Ticket Go to your support page (commonly /support/). […]
The Integration tab is where you connect your email inboxes to Smart Support. Once connected, Email Bridge will fetch incoming messages and automatically convert them into tickets. You can connect multiple accounts (e.g., support@domain.com, sales@domain.com) and manage them all from one place. 1. Accessing the Integration Tab Log in to your WordPress Admin Dashboard. Navigate […]
The Dashboard is the central hub of the Email Bridge add-on. It provides a quick overview of your email integration status, activity, and system health. When you go to Smart Support > Email Bridge > Dashboard, you’ll see the following sections: 1. Account Summary At the top, you’ll find quick stats: Total Accounts – Number […]