Smart Support – Scheduled Tickets adds schedule-based ticket creation to Smart Support. Admins and supervisors can create one-time or recurring schedules, define ticket details, choose customers, assign agents, use ticket templates, and review run history. Smart Support Scheduled Tickets for WordPress Automate your recurring customer support workflow with Smart Support Scheduled Tickets, the powerful WordPress […]
Smart Support Reports for WordPress Gain complete visibility into your customer support performance with Smart Support Reports, the advanced reporting and analytics add-on for Smart Support. Designed for support managers, administrators, and growing businesses, this extension transforms your help desk data into actionable insights that help improve response times, team productivity, and customer satisfaction. Instead […]
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 […]
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 […]
Smart Support Version 2.0.0 is a major update focused on faster ticket handling, better automation, stronger integrations, and improved support workflow-based communication. This release introduces AI assistance for agents, new REST API endpoints, API key authentication, a renamed Reports section, minor bug fixes, and several premium add-ons designed to extend the help desk experience. The […]
Smart Support – Canned Replies transforms your support workflow by allowing agents to quickly insert standardized responses into tickets. This addon significantly reduces response time, ensures consistency in customer communication, and improves overall support efficiency. Smart Support Custom Fields for WordPress Collect the information your support team actually needs with Smart Support Custom Fields. This […]