Smart Support Custom Status Add-on
The Smart Support – Custom Status add-on lets you create and manage additional ticket statuses beyond the default Smart Support statuses. It helps teams track ticket progress more accurately by using statuses that match their real support workflow. For example, instead of only using general statuses like Working On or On Hold, your team can […]
Using Custom Statuses on Tickets
Where custom statuses appear When the add-on is licensed and custom statuses are active, they appear in the Smart Support admin ticket workflow. Custom statuses may appear in: Area Usage Ticket view Agents select a status from the Status dropdown. Tickets list Status filters and badges may show custom status names and colors. Add New […]
Creating and Managing Custom Statuses
Open the Custom Status screen To manage statuses: Go to WordPress admin. Open Smart Support → Custom Status. Review the status list. The list includes: Type Meaning Core Built-in Smart Support statuses. Custom Statuses created by your team. Create a new custom status Go to Smart Support → Custom Status. Click Add New. Complete the […]
Custom Status Colors, Ordering, Workflow Rules, and Permissions
Each status has a color setting. Colors help agents identify ticket state quickly in admin views, badges, and status previews. Suggested color strategy: Status type Suggested color usage New or unassigned Neutral color Active work Blue or similar cool color Waiting states Yellow or orange Escalated or urgent Red or warning color Resolved or closed […]
What Is the Smart Support Registration Fields Add-on?
The Smart Support – Registration Fields add-on lets you collect additional customer information during support portal registration. By default, a registration form usually collects basic details such as username, email, name, and password. With Registration Fields, site administrators can add custom signup fields such as company name, phone number, department, account ID, or preferred contact […]
How Customers Complete Registration Fields During Signup
When Registration Fields is enabled, customers may see additional questions when creating a support account. These fields help your support team collect important information, such as company name, phone number, department, or account ID. How to complete the registration form To register for support: Go to the site’s Smart Support registration page. Complete the standard […]
How to Create and Manage Registration Fields
Administrators can manage custom signup fields from the Smart Support Registration Fields screen. These fields appear on the Smart Support registration form and are saved to the user’s account after registration. Open the Registration Fields screen In WordPress admin, go to: Smart Support → Registration From this screen, you can: View existing registration fields Add […]
Registration Fields Troubleshooting and Limitations
This article covers common issues with the Smart Support Registration Fields add-on and explains current limitations to be aware of. Fields do not appear on the registration form Check the following: The main Smart Support plugin is active. The Registration Fields license is active under Smart Support → Licenses. The field is marked Active. The […]
What Is the Smart Support Canned Replies Add-on?
The Smart Support – Canned Replies add-on lets support teams create reusable response templates and insert them into ticket replies from the Smart Support admin ticket screen. Instead of typing the same answers repeatedly, agents can choose a saved reply, insert it into the editor, and personalize it before sending. What problem does it solve? […]
How Agents Use Canned Replies on Tickets
Agents can use canned replies while responding to tickets from the Smart Support admin ticket screen. A canned reply inserts saved text into the ticket reply editor. Agents should review and personalize the response before sending it to the customer. Open a canned reply Go to Smart Support in WordPress admin. Open a ticket. Scroll […]