Troubleshooting & FAQ – Smart Support Guest Support
Even with proper setup, issues can arise when using Smart Support Guest Support. This guide covers common problems and solutions, debugging techniques, and a comprehensive FAQ for admins and guests. Troubleshooting 1. “Continue as Guest” Button Not Showing Problem: The guest option is missing on the support page.Solutions: Confirm the plugin is installed and activated. […]
Useful Ready-Made HTML Email Templates for Ticket Notifications
This article contains ready-made HTML email templates for every key stage of your support ticket lifecycle. Each template includes inline CSS for maximum email client compatibility. Simply copy, paste, and configure them inside your helpdesk or ticketing system. 🔑 Supported Placeholders These placeholders will automatically be replaced by your system: {ticket_id} – Ticket number or […]
How Products and Departments Work Together in Smart Support
In Smart Support, Products and Departments are two key components that work together to ensure tickets are categorized correctly, routed efficiently, and handled by the right agents. This structure helps teams organize support operations around both business areas (departments) and specific offerings (products). Understanding Departments Definition: A department represents a category of support responsibility, such […]
Users Role Capabilities and Permissions
Smart Support provides flexible role-based access control. Each role is designed to balance usability with security, ensuring that customers, agents, and supervisors have the right level of access to the ticketing system. Below is a breakdown of the default roles, their capabilities, and when to use each. Support User (Customer) Customers are the end-users who […]
What Is the Smart Support Widget?
Smart Support Widget is a powerful add-on for the Smart Support plugin that adds a floating support button to your website. When clicked, it opens a panel that helps users find answers through search, view their tickets, and access support options – all without leaving the current page. This panel gives users quick access to: […]
Installing & Enabling the Smart Support Widget
This guide explains how to install the Smart Support Widget plugin, enable it, and ensure that it appears correctly on your website. It covers all required steps, settings, and conditions necessary for the widget to function. 1. Plugin Installation Step 1: Upload the Plugin Open WordPress Dashboard Go to Plugins → Add New Click the […]
Customizing the Widget Appearance & Content
This guide explains every appearance-related option, helping you design a widget that matches your brand and delivers a friendly support experience. 1. Button Appearance A. Button Text This is the label displayed on the floating button. Examples: Help Support Need Help? Contact Us Best Practices: 💡 Keep it short (1–2 words) Avoid long or multi-line […]
Search Features & Data Sources
This article explains how search works inside the Smart Support Widget, how to configure search sources, and what users see when searching. 1. Enabling Search Turn on Enable Search in the Widget settings. When enabled, the widget shows: A search bar Live search results as the user types Results from selected data sources Minimum characters: […]
Smart Support – Documentation Add-On
Smart Support – Documentation is an add-on for the Smart Support plugin that allows support agents to search and insert knowledge base articles directly into ticket replies. Instead of switching tabs or manually copying article links, agents can instantly find relevant documentation from Instant Knowledgebase and insert it into replies in a clean, consistent format. […]
Getting Started with Smart Support – Auto Responder
Smart Support – Auto Responder is designed to help support teams automate routine ticket communication while maintaining a consistent and professional customer experience. By automatically responding to support tickets based on predefined rules, this add-on ensures that customers receive timely acknowledgment and relevant information without requiring manual intervention from support agents. This Getting Started guide […]