Creating & Configuring Auto Responders
Once Smart Support – Auto Responder is installed and activated, the next step is configuring auto responders that match your support workflow and business requirements. Auto responders can be triggered by different events, filtered using advanced conditions, scheduled to run during specific hours, and prioritized to ensure the most relevant response is sent. This article […]
Auto Response Messages, Template Tags & Best Practices
Overview Auto-response messages play a critical role in setting expectations, building trust, and enhancing the customer experience in any support system. In Smart Support – Auto Responder, well-written auto responses ensure that customers feel acknowledged immediately, receive relevant information, and understand what will happen next—without overwhelming them with unnecessary details. This article focuses on creating […]
How to use Smart Support – Private Credentials
Smart Support – Private Credentials is an add-on for the Smart Support plugin that allows customers and support agents to securely share sensitive access details—such as usernames, passwords, and URLs- directly inside support tickets. Instead of sending credentials via email or third-party tools, all sensitive data stays inside the ticket system and is automatically removed […]
Getting Started with Smart Support – Productivity Suite
Smart Support – Productivity Suite is an advanced add-on for the Smart Support plugin that introduces productivity-focused tools directly into your ticket workflow. It is designed to help support agents manage tickets faster, stay organized, and maintain accountability through edit history and workflow widgets. This suite is ideal for teams handling high ticket volumes or […]
Managing Tickets, Replies & Edit History in Smart Support – Productivity Suite
Smart Support – Productivity Suite introduces advanced ticket and reply management while maintaining a complete audit trail. This ensures transparency, accountability, and confidence when multiple agents work on the same ticket. Every edit, deletion, or split action is logged so changes can be reviewed later if needed. This article explains how ticket editing, reply management, […]
Tasks List, Personal Notes, & CC Management
Productivity widgets and tools are designed to help agents stay organized directly inside the ticket interface. These features reduce reliance on external notes, task managers, or email threads. By keeping all relevant information in one place, agents can resolve tickets faster and with fewer errors. This article explains how to use tasks, personal notes, CC […]
How to Connect Microsoft 365 / Outlook to Email Bridge
This guide will help you connect your Microsoft email (Outlook, Hotmail, Live, or Microsoft 365) to the Email Bridge plugin. No technical knowledge required. Just follow the steps below. Before You Start You need: A Microsoft email account (Outlook.com, Hotmail.com, Live.com, or Microsoft 365 work account) Access to this link: 👉 https://entra.microsoft.com/ The Microsoft OAuth […]
Smart Support AI assistant user guide
The AI assistant is available in Smart Support plugin version 2.0.0 or higher. This guide explains how to enable Smart Support’s optional agent AI features and use them safely on ticket screens. ℹ️ AI features are turned off by default. No ticket content is sent to an AI provider unless AI is enabled and an […]
Smart Support REST API
The Smart Support REST API lets you connect Smart Support with external tools such as CRMs, automation platforms, import scripts, reporting tools, and custom applications. Use this guide if you want to create, update, retrieve, or manage support tickets programmatically. Overview API namespace: smart-support/v1 Base URL: https://example.com/wp-json/smart-support/v1 Replace https://example.com with your own WordPress site URL. […]
Enable Ask AI in Smart Widget
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 […]