Smart Support – Self-Hosted customer support helpdesk & Ticket system

Smart Support is a modern, full‑featured helpdesk and ticketing system built specifically for WordPress. It gives your customers a clean, friendly portal to request help and track progress, while your team gets the tools they need to triage, collaborate, and resolve tickets efficiently.

Smart Support transforms your WordPress site into a full-featured helpdesk system. Built with agents, supervisors, and customers in mind, it provides everything you need to deliver efficient, reliable, and professional customer support — right from your WordPress dashboard. The enhanced admin interface features optimized column layouts, flexible ticket numbering options, and improved data visualization for better ticket management efficiency.

What your customers get

• A unified Support Center page powered by the [smart_support_page] shortcode with tabs for Login, Register, Dashboard, and Create Ticket
• Simple, secure login and registration with optional first/last‑name auto‑fill and “remember me”
• Password reset link and optional Google reCAPTCHA (v2, v2 Invisible, or v3) protection
• An easy ticket form with rich text editor support and file attachments
• A personal dashboard to view, search, and filter their tickets by status, department, and state
• Clear ticket timelines with messages and attachments

What your team gets

• Structured ticket lifecycle: open, delayed, closed (with reopen and close actions)
• Auto‑close inactive tickets after a configurable number of days
• Auto‑delay mode to mark stale tickets as “Delayed” and notify customers
• Departments, products, and priorities to organize and route requests
• Role‑based access: customer, agent, manager, administrator (fully capability‑driven)
• Agent ticket visibility controls: own tickets, department tickets, or all tickets
• Inline reply with attachments and internal notes capability (via standard replies)
• Email notifications for new tickets, replies, delays/closures, and more (templated and translatable)
• Analytics dashboard powered for volume, status, and performance insights

Highlights

• Manage unlimited support tickets
• Assign roles: Support Users, Agents, Supervisors
• Real-time ticket reply notifications
• Customer feedback with a 5-star rating system
• Responsive, mobile-friendly interface
• Frontend‑first design: the entire portal runs on a single page via [smart_support_page]
• Robust attachments: size/type limits, previews, and secure download handling
• Powerful filtering: status, department, state, and keyword search on the dashboard
• Accessibility‑minded UI and fully responsive layout that looks great on mobile and desktop
• Security built‑in: nonces, strict capability checks, comprehensive sanitization and escaping, and reCAPTCHA integration
• Translation‑ready and multisite‑compatible
• Clean, well‑structured code that follows WordPress coding standards

Shortcode

Add this to any page to create your full Support Center: [smart_support_page]

QA checklist: ticket closing attachments

Use this quick checklist when validating the Ticket Closing settings:

• Confirm Delete attachments when ticket is closed is OFF by default.
• Close a ticket with the toggle OFF and verify ticket/reply attachments remain.
• Enable the toggle, close a ticket, and verify ticket + reply attachment rows are removed.
• With the toggle enabled, verify attachment files under uploads /smart-support/ are removed when present.
• Close an already closed ticket and verify no additional attachment deletion history entry is created.
• Reopen a closed ticket and verify attachments are not restored.

Free Core Features

• Modern dashboard settings
• Internal notes
• Ticket layout with sidebar details
• Role badges and avatars in replies
• Real-time open ticket count in the menu
• Responsive design across desktop, tablet, and mobile
• Agent notifications for user and agent replies
• Dashboard notification center with ticket links
• Waiting icon indicator for unanswered tickets
• Configurable notification settings
• Frontend support integration with a comprehensive notification system
• Three roles: Support User, Support Agent, Support Supervisor
• Role management admin panel
• Real-time capability assignment/removal
• Supervisor-level access with analytics and notifications
• Agent department assignment system for ticket filtering
• Users can close/reopen their own tickets
• “Reply & Close” button for quick actions
• Auto-assign tickets to agents on reply
• Agent permission to create new tickets (configurable)
• 5-star rating system for ticket replies
• Dashboard rating column with average values
• Agent performance analytics with average and total ratings
• Agent performance dashboard
• Average rating and total ratings per agent
• Updated Chart.js integration for reports
• Auto-delay tickets after inactivity
• Global search by ID, subject, or content
• Highlighted results with counts
• Compact search bar for admin list
• Flexible ticket number formats (Sequential: 2501001, Hash-based: #121)
• Optional tickets sidebar with ticket list for quick navigation between tickets

Premium Add-ons

Extend Smart Support with powerful add-ons designed to streamline your workflow and enhance your support system:

Email Bridge: Convert incoming emails to support tickets and reply to tickets via email. Maintain complete conversation history with seamless email integration.

Canned Replies: Enable your team to create and use predefined responses for common issues. One-click insertion of professional replies reduces response times and ensures consistent communication.

Custom Status: Create unlimited custom ticket statuses with colors, icons, and workflow rules. Streamline your support process and keep agents and customers on the same page.

Registration Fields: Add unlimited custom fields to your registration forms. Collect the exact user details you need with validation, templates, and seamless profile integration.

Ticket Templates: Speed up ticket creation with reusable templates. Auto-fill subjects and messages, control editing permissions, and keep support requests consistent.

Front-end Support: Give your support agents a complete, professional frontend dashboard. Agents can manage all tickets without accessing the WordPress admin area, perfect for remote teams and client portals.

WooCommerce Tickets: Seamlessly integrate Smart Support with your WooCommerce store. Provide purchase-based support, link orders to tickets, and manage customer support with advanced e-commerce features and analytics.

Guest Support: Allow guests to submit support tickets without registration using email-only authentication.

Auto-Close Alert: Add warning reminder emails, batch limits, cron recurrence control, and richer auto-close email templates.

Smart Widget: Bring instant, on-page support with a customizable floating widget. Users can search knowledge base, view tickets, and contact support without leaving the page.

Auto Responder: Automatically send responses to support tickets based on intelligent rules. Respond instantly based on departments, products, keywords, ticket status, and business hours.

Documentation: Instantly insert knowledge base articles into ticket replies. Search, preview, and insert documentation from Instant Knowledgebase without leaving the ticket screen.

Private Credentials: Securely exchange sensitive login details inside support tickets without email, chat apps, or risk. Share credentials such as usernames, passwords, URLs, and access notes directly within the ticket system with automatic cleanup when tickets are resolved.

SLA (Service Level Agreement): Enforce response and resolution commitments with advanced SLA management. Track time to first response and time to resolution, configure business hours, monitor compliance in real-time, and prevent SLA breaches with proactive alerts.

Time Tracking: Accurately track time spent on support tickets by agents, departments, and clients. Monitor productivity, improve response efficiency, and manage billable support hours with complete transparency and detailed analytics.

Productivity Suite: Enhance agent productivity with comprehensive workflow tools. Edit tickets with full history tracking, manage replies (edit, delete, split), use trash functionality with restore, print tickets, smart ordering options, tasks list widget, personal notes widget, and CC recipients with granular notification preferences. Streamline your support workflow and improve team collaboration.

Easy Setup

1) Install and activate the plugin
2) Configure departments, priorities, products, and user roles
3) Create a page and add the [smart_support_page] shortcode
4) Enable Google reCAPTCHA (optional) under Advanced settings
5) Start managing support tickets

Notes on Privacy & Security

Smart Support uses Google reCAPTCHA (optional) for spam prevention (Terms of Service & Privacy Policy) and Chart.js in the admin for analytics (Terms of Service & Privacy Policy). The plugin validates permissions server‑side, escapes output, verifies nonces on all forms, and stores files securely using WordPress APIs.