Agent Permissions & Restrictions Management in Smart Support
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, […]
Agent Assignment Options in Smart Support
Smart Support gives you flexible ways to assign tickets to agents, ensuring fair distribution and efficient handling of support requests. You can choose the assignment method that best fits your team structure and workflow. Access it via:WordPress Dashboard → Smart Support → Settings → Agent Management → Agent Assignment 🛠️ Assignment Methods 1. Manual Assignment […]
Ticket Management on the Dashboard
The Support Tickets Dashboard is the central hub for managing all customer support tickets in Smart Support. From here, administrators, supervisors, and agents can track, filter, and manage tickets efficiently. You can access it from:WordPress Dashboard → Smart Support → Dashboard This page provides multiple tools for sorting, searching, customizing, and bulk-managing tickets. Let’s break […]
How Agents Can Create a Ticket on Behalf of an End User (Backend)
In some cases, agents may need to create support tickets on behalf of customers—for example, when a request is received via phone, chat, or an in-person interaction rather than through the customer portal. Smart Support allows this functionality, but it must first be enabled from settings. ⚙️ Enabling the Option for Agents to Create Tickets […]
How End Users Create Tickets from the Frontend
Smart Support provides a complete & UNIFIED frontend support portal where customers can register, log in, view their tickets, and create new support requests. This eliminates the need for customers to access the WordPress backend, ensuring a clean, user-friendly experience. 🏗️ Creating the Frontend Support Dashboard Page To display the Support Dashboard on the frontend: […]
Managing & Replying to Tickets in the Backend Dashboard
Smart Support allows Support Agents, Support Supervisors, and Administrators to manage and reply to tickets directly from the WordPress backend. This ensures tickets are handled efficiently, with full access to customer information, history, and internal collaboration tools. 🔎 Accessing a Ticket To open and reply to a ticket: Go to WordPress Dashboard → Smart Support […]
How to use Internal Notes in Tickets
Internal Notes are a powerful way for agents and supervisors to collaborate privately inside a ticket without sharing the message with the customer. Unlike public replies, internal notes are only visible to support staff and are never sent to the end user. This makes them ideal for escalations, troubleshooting logs, or sharing context with colleagues. […]
How to Install an Add-on?
Once you complete your purchase, whether it’s an individual add-on or part of a bundle, your add-on(s) will be instantly available to download. Steps to Install an Add-on Download the Add-on After purchase, go to Login or My account. Click on the Subscription Page if you are not already on it. Search for the add-on […]
How to Activate Your License Key?
After installing your premium add-on, the final step is to activate your license key to ensure full functionality and access to updates. There are easy ways to find your license key: Step 1: Grab your license key from the Subscriptions Page Go to My Account – Smart Support &Log in (if you aren’t already). Click the […]
Email Bridge: How to Create a Ticket via Email?
The Email Bridge add-on allows you to automatically convert incoming emails into support tickets inside Smart Support. Once installed and activated, you’ll see a new Email Bridge menu under Smart Support in your WordPress dashboard. The Email Bridge menu includes four main sections, each serving a unique purpose: 1. Dashboard Get a complete overview of […]