How Administrators Create and Manage Canned Replies
Administrators and users with the required permissions can create, edit, activate, deactivate, and delete canned replies from WordPress admin. Canned replies are managed under: Smart Support → Canned Replies Open the Canned Replies screen Go to Smart Support → Canned Replies. Review the reply list. Click Add New to create a reply. Click Edit on […]
Canned Replies Permissions, Limitations, and Troubleshooting
This article explains access permissions, known limitations, and common troubleshooting steps for the Smart Support Canned Replies add-on. Permissions Access is controlled by WordPress capabilities. Capability Allows smart_support_manage_canned_replies Create, edit, delete, activate, and deactivate canned replies smart_support_use_canned_replies Open the canned replies modal and insert replies into tickets Typical access: User type Typical access Administrator Manage […]
What Is the Smart Support Ticket Templates Add-on?
The Smart Support – Ticket Templates add-on lets you create reusable ticket layouts for common support requests. A ticket template can prefill the ticket subject and message, helping customers and agents create clearer, more complete tickets. What problem does it solve? Without templates, users may submit vague tickets such as: Help! or It does not […]
How Users & Agents Create Tickets with Templates
Ticket Templates help users and agents start new tickets with predefined subject and message content. When a template is selected, the form fills in the ticket subject and message automatically. Select a ticket template Open the Smart Support ticket creation page. Find the Choose a Template dropdown. Select a template from the list. Review the […]
Create and Manage Ticket Templates (Admin)
Administrators can create and manage ticket templates from the WordPress admin. Go to: Smart Support → Templates From this screen, you can create, edit, activate, deactivate, and delete templates. Open the templates list Go to Smart Support → Templates. Review the templates table. Click Add New Template to create a template. Click Edit on an existing […]
Ticket Templates Permissions, Limitations, and Troubleshooting
This article covers permissions, known limitations, and common troubleshooting steps for the Smart Support Ticket Templates add-on. Permissions Ticket Templates use WordPress capabilities. Capability Allows smart_support_manage_ticket_templates Create, edit, delete, activate, and deactivate templates smart_support_use_ticket_templates Select templates when creating tickets Administrators receive both capabilities when the add-on is activated. Template usage may also depend on how […]
Getting Started with Time Tracking in Smart Support
The Smart Support Time Tracking add-on allows support teams to record how much time agents spend working on support tickets. Instead of only tracking ticket replies or status changes, Time Tracking helps you understand the actual effort required to resolve customer issues. With Time Tracking, agents can start a live timer while working on a […]
How Agents Can Track Time on Tickets
Agents can use the Time Tracking panel inside a ticket to record the time they spend working on customer issues. The panel provides simple timer controls, including start, pause, resume, and stop. Depending on the site settings, agents may also be able to manually add time to a ticket. Opening the Time Tracking panel To […]
Configuring Time Tracking Settings, Reports, and Analytics
Administrators can configure the Smart Support Time Tracking add-on from the Smart Support settings area. These settings control how time tracking behaves, whether manual time entry is allowed, how timers work, and how time data appears in reports. Time Tracking also includes reporting and analytics views that help administrators review support effort across tickets, agents, […]
Getting Started with Smart Support – SLA
Smart Support – SLA is a premium add-on for the Smart Support plugin that adds Service Level Agreement management to your helpdesk tickets. With this add-on, you can define response and resolution deadlines, track SLA progress on tickets, monitor breaches, and review SLA performance through analytics. SLA tracking helps your team make sure tickets are handled […]