Creating and Managing SLA Rules
SLA rules define the response and resolution time limits for tickets in Smart Support. Each rule can apply to a specific priority, a specific department, both a priority and a department, or all tickets globally. This gives you the flexibility to create different service targets for different types of support requests. Accessing SLA Rules To […]
Understanding SLA Tracking, Notifications, and Analytics
Smart Support – SLA automatically tracks response and resolution deadlines after a ticket is created. The add-on monitors SLA progress, updates ticket status indicators, records breaches, sends notifications, and provides reporting through SLA analytics. When SLA Tracking Starts SLA tracking starts automatically when a ticket is created. The add-on checks the ticket’s priority and department, matches the […]
Getting Started with Smart Support – Auto-Close Alert
Smart Support – Auto-Close Alert is a premium add-on for Smart Support that enhances the ticket auto-close feature. The add-on gives you more control over how inactive tickets are processed before they are automatically closed. You can configure how often the auto-close job runs, limit the number of tickets processed per run, send warning emails before […]
Configuring Auto-Close Processing and Warning Reminders
Smart Support – Auto-Close Alert adds extra controls to the ticket auto-close process. These settings allow you to decide how often inactive tickets are processed, how many tickets are handled per run, and when customers should receive warning reminders before their ticket is automatically closed. You can configure these options from: Smart Support > Settings > General […]
Customizing Auto-Close Alert Email Templates
Smart Support – Auto-Close Alert adds customizable email templates for inactive ticket warnings and auto-close notifications. These templates help you communicate clearly with customers before and after an inactive ticket is closed. You can manage these templates from: Smart Support > Settings > Email Email Templates Added by Auto-Close Alert Auto-Close Alert adds two templates to the […]
Getting Started with Smart Support — Gravity Forms Integration
Smart Support — Gravity Forms Integration connects Gravity Forms with Smart Support so selected form submissions can automatically create support tickets. After the add-on is configured, visitors continue using your normal Gravity Forms. When a mapped and active form is submitted, the integration uses the submitted field values to create a Smart Support ticket. You […]
Creating a Gravity Forms to Smart Support Ticket Mapping
A mapping tells Smart Support how to create a ticket from a Gravity Forms submission. Each mapping is connected to one Gravity Form. The mapping defines which form fields should be used for ticket content, customer details, routing, and fallback defaults. You can create or edit mappings from: Smart Support > Gravity Forms or: Forms > Smart Support […]
Managing Active Mappings and Ticket Creation Behavior
Smart Support — Gravity Forms Integration creates tickets only from forms that have an active mapping. Each mapping can be activated or deactivated individually. This lets administrators pause ticket creation for a specific form without deleting its configuration. Mapping Statuses Each form mapping has a status. Active An active mapping can create Smart Support tickets when […]
Scheduled Tickets Settings
Smart Support – Scheduled Tickets can automatically create support tickets on one-time or recurring schedules. Before creating schedules, configure the global scheduler settings to control when schedules run, how failures are handled, and which defaults are applied to new schedules. ℹ️ Note: Scheduled Tickets must be installed, active, and licensed before its settings and management […]
Creating a Scheduled Ticket
Scheduled Tickets automatically creates support tickets on a one-time or recurring schedule. It can be used for maintenance reminders, contract renewals, customer check-ins, planned follow-ups, compliance work, onboarding tasks, and other predictable support activities. A schedule can generate a ticket for one customer or several customers. When several customers are selected, each customer receives a […]