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 […]
The Smart Support – Importer includes a variety of configuration options to give you full control over how tickets are migrated. This article covers import options, file limits, field mappings, and advanced customization for developers. Import Options When uploading your file, you’ll see the following configurable options: Create Missing Users Automatically create WordPress users for […]
The Smart Support – Importer makes it easy to migrate tickets from other popular helpdesk and ticketing systems into Smart Support. This guide walks you through the step-by-step import process, including file formats, configuration options, and examples. Accessing the Importer Log in to your WordPress Admin Dashboard Go to Dashboard > Smart Support > Importer […]
The Smart Support – Importer is an add-on for the Smart Support plugin that helps you migrate tickets from other popular ticketing systems into Smart Support. Whether you’re switching from Zendesk, Awesome Support, Fluent Support, SupportCandy, Heroic Inbox, or KB Support, this importer makes the process smooth and reliable. Key Features Multi-System Support: Import tickets […]
Smart Support – Importer makes it easy to migrate tickets and users from other helpdesk systems into Smart Support. Import from Zendesk, Awesome Support, Fluent Support, SupportCandy, Heroic Inbox, and KB Support using CSV, JSON, or XML files. With smart field mapping, automatic user creation, error logging, and import history, you can preserve ticket data and customer records while handling large migrations smoothly and reliably.
A mapping tells Smart Support how to create a ticket from a Gravity Forms submission. Each mapping is connected to one Gravity Form. The mapping defines which form fields should be used for ticket content, customer details, routing, and fallback defaults. You can create or edit mappings from: Smart Support > Gravity Forms or: Forms > Smart Support […]
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 […]
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 […]
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 […]