Schedule Ticket Configuration: Recurrence, Timezone, and Behavior
The Schedule section controls when a scheduled ticket runs, how often it repeats, and what happens when a previous ticket already exists. Open the schedule configuration Create a new schedule or edit an existing one from: Smart Support > Scheduled Tickets The available fields depend on whether the schedule is one-time or recurring. Schedule name Enter […]
Schedule Ticket Details and Templates
The Ticket Details section defines the content, classification, priority, and initial status of every ticket generated by a schedule. Open Ticket Details Create a schedule or edit an existing schedule under: Smart Support > Scheduled Tickets Locate the Ticket Details section in the schedule form. Ticket template When Smart Support – Ticket Templates is active, […]
Scheduled Tickets: Customers and Assignment
The Customer and Assignment sections control who receives each generated ticket, whether customers can view it, and which agent is responsible for it. Customer requirements Customers must already exist as WordPress users before they can be added to a scheduled ticket. Add a customer Open a new or existing schedule. Locate the Customers Search by […]
Managing Scheduled Tickets
After creating a schedule, use the Scheduled Tickets list to review its timing, status, customers, and available management actions. Open the schedule list In WordPress admin, go to: Smart Support > Scheduled Tickets The list displays: Name Customers Recurrence Status Next run Last run Actions Edit a schedule Use Edit to update the schedule’s configuration. […]
Scheduled Ticket Run History and Statuses
Run history records the results of a schedule’s previous occurrences. Use it to verify successful ticket creation and investigate skipped, delayed, or failed runs. Open run history Go to Smart Support > Scheduled Tickets. Locate the required schedule. Open History from the row actions. Information shown in run history Each history record can include: Scheduled […]
Understand Smart Support Advanced Reports add-on
Smart Support Advanced Reports gives administrators and support managers a centralized view of ticket activity, team workload, response delays, and resolution performance. The reporting dashboard brings together key support metrics so teams can quickly identify growing queues, aging tickets, overloaded departments, and areas where resolution times may be increasing. Reports can be reviewed by ticket […]