Smart Support provides three default roles and gives users full control to manage role permissions, assignments, and access levels based on their organization’s requirements.
- Support User (Customer) → End-users who can submit and track tickets.
- Support Agent → Team members who handle customer tickets.
- Support Supervisor → Managers with almost all helpdesk-related permissions.
By default, Support Supervisors have full access, while Support Agents have limited capabilities. However, permissions can be fully customized.
👉 To edit permissions, go to:
WordPress Dashboard → Smart Support → User Roles
Agent Permissions
From the Agent Management settings, you can define what agents are allowed to do:
- Agents can close tickets – Lets agents mark tickets as resolved.
- Agents can delete tickets – Grants the ability to remove tickets.
- Agents can reassign tickets to other agents – Allows redistribution of workload.
- Agents can create new tickets – Disabled by default, but can be enabled if agents should create internal/customer tickets.
Agent Ticket Visibility
You can control which tickets agents see:
- Own Tickets Only → Agents only see tickets assigned to them.
- Department Tickets → Agents see tickets from their department plus their own.
- All Tickets → Agents see every ticket in the system.
📌 Use Case:
- Small teams → Enable “All Tickets.”
- Large teams with departments → Use “Department Tickets.”
Auto-Assignment Settings
-
Automatically Assign New Tickets
New tickets are assigned to available agents automatically. -
Auto-Assign on Reply
If a ticket is unassigned, the first agent to reply becomes the assigned agent. -
Agent Assignment Methods
- Round Robin – Distributes tickets evenly among agents.
- Load Balance (if enabled in Pro) – Assigns based on the least number of active tickets.
Restrictions
-
Max Tickets per Agent
Define how many open tickets an agent can handle at once (e.g., 50).
Prevents overload and ensures fair distribution. -
Reopen & Auto-Close Rules
Agents must follow the global system rules for ticket reopening, delays, and closures.
Permission Table
Here’s an overview of default role permissions (can be customized):
| Capability | Support User | Support Agent | Support Supervisor |
|---|---|---|---|
| Submit Tickets | ✅ | ❌ | ❌ |
| View Tickets | Own | Dept/All (set) | ✅ |
| Reply to Tickets | ❌ | ✅ | ✅ |
| Assign Tickets | ❌ | ✅ (if allowed) | ✅ |
| Close/Reopen Tickets | ❌ | ✅ | ✅ |
| Delete Tickets | ❌ | ✅ (if allowed) | ✅ |
| Manage Departments | ❌ | ❌ | ✅ |
| Manage User Roles | ❌ | ❌ | ✅ |
| View Analytics/Reports | ❌ | ❌ | ✅ |
| Full Ticket Management | ❌ | ❌ | ✅ |
With this setup, you can fine-tune how your agents and supervisors interact with Smart Support, ensuring a balance between efficiency and security.