Smart Support – Self-Hosted helpdesk & Ticket system for fast, efficient, and scalable customer support Reviews, Downloads & Maintenance

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]

Free Core Features

Modern dashboard settings modal with accessibility support
Internal notes with TinyMCE editor in a modal popup
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
Customers rate agents; agents see average ratings
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)

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.

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.

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.

Installation

From WordPress Repository

Navigate to Plugins > Add New in your WordPress dashboard.
In the search bar, type ‘Smart Support Ticketing System’ and press Enter.
Locate the Smart Support – Self-Hosted helpdesk and ticketing system for a fast, efficient, and scalable customer support plugin in the search results and click Install Now.
Once the installation is complete, click Activate to enable the plugin.
After activation, go to the new Smart Support menu in your dashboard.
Navigate settings under Smart Support and make your ticketing system ready to use.

Manual Upload

Upload the smart-support folder to /wp-content/plugins/
Activate through the ‘Plugins’ menu in WordPress
Go to ‘Smart Support’ in your admin menu to configure settings
Create a page and add the [smart_support_page] shortcode to display the portal

Frequently Asked Questions

How do I create the Support Center page?

Create a normal page and insert [smart_support_page]. That page becomes your
portal with Login, Register, Dashboard, and Create Ticket sections.

Can I customize the appearance?

Yes. Go to Smart Support Appearance and adjust primary color, layout spacing,
button styles, and widget options. The frontend is CSS‑friendly if you want
further theme‑level overrides.

Does it work with my theme and page builders?

Yes. The portal renders inside your theme’s content area. If a page builder
wraps content, use a blank/canvas template if needed. The UI is responsive and
tested with popular themes.

How do I enable/disable user registration?

Smart Support has its own registration toggle in User Management settings.
Enable it there regardless of the global WordPress registration option.

Can I restrict who can submit tickets?

Yes. Use role‑based permissions and optional registration approval so only
approved users can open tickets.

How do attachments work?

You can set allowed file types, size limits, and counts. Files are stored via
WordPress APIs and can be downloaded securely by authorized users only.

How do priorities, departments, and products help?

They classify tickets for better routing and reporting. Agents can filter and
search using these attributes in the dashboard.

What is Auto‑Close and Auto‑Delay?

Auto‑Close closes tickets after a period of inactivity you choose. Auto‑Delay
marks inactive tickets as “Delayed” and can notify users. Both are configurable
under General settings.

Are there email notifications?

Yes. The plugin emails users and agents for new tickets, replies, and state
changes. Subjects and messages are templated and translatable.

Can I change email templates and sender?

Yes. Update subjects, bodies, and the “From” name/email in Email settings.

Does it support multiple agents and roles?

Yes. Roles are capability‑driven (customer, agent, manager, admin). You can tune
permissions to fit your workflow.

Is Google reCAPTCHA supported?

Yes. v2, v2 Invisible, and v3 are supported. Enable it per form (login,
registration, tickets) in Advanced settings.

Will it work on multisite?

Yes, Smart Support is multisite‑compatible.

Is there a mobile app?

No separate app is required. The portal is fully responsive and works great on
phones and tablets.

Is the plugin secure?

Yes. We use nonces, capability checks, sanitization, and escaping throughout.
reCAPTCHA can be enabled to protect public forms.

Does it include analytics?

Yes. The admin Analytics page uses Chart.js to visualize ticket volume, status,
and performance trends.

Can I export or back up tickets?

Ticket data is stored in custom tables. Use your hosting database backups or a
database export tool to back up data. Structured exports can be added via
extensions.

Can I translate the plugin?

Yes. The plugin is translation‑ready with a .pot file under languages/.

How do I add the floating widget?

Enable it under Appearance Floating Widget and choose its screen position.

Are there shortcodes or blocks besides the main one?

The primary entry point is [smart_support_page], which renders the full
portal. Widgets and other views are accessible inside that page.

My inputs don’t show on the portal page. What should I check?

Ensure you’re visiting the page that contains [smart_support_page]. Disable
any HTML sanitizers/minifiers that might strip inputs, clear caches, and try a
hard refresh. If the problem persists, inspect the element to identify any theme
CSS hides inputs and overrides them in Appearance settings or your theme.

Does Smart Support collect personal data?

The plugin stores ticket content, email addresses, and uploaded files needed to
provide support in your hosted server. If reCAPTCHA is enabled, Google may process IP/browser data
for verification. See “External Services” for details.

How do I report a bug or request a feature?

Open a ticket via the Support Center page on your site or contact us on our
support portal with steps to reproduce and environment details.

Can I choose different ticket number formats?

Yes. Go to Smart Support Settings General and choose between Sequential
(2501001, 2501002) or Hash-based (#121, #456) ticket numbering. Hash-based
format provides more secure, random ticket numbers.

Review feed

No reviews available

Screenshots

Ticket Management Interface (Backend)
Agent Reply Interface (Backend)
Add a new Ticket backend on behalf of the customer
End User Sign-up (Frontend)
End User Login (Frontend)
End User Dashboard (Frontend)
End User: Add new ticket (customer portal)

Changelog

1.0.5

New: Added Smart Support Widget add-on with customizable floating support button, knowledge base search, and on-page ticket management
Fix: Fixed notifications table column name for consistency with other tables.
Fix: Fixed notifications issue.
Update: Updated compatability with WP 6.9

1.0.4

New: Added option to only auto-close tickets waiting for customer response in Auto-Close Settings
Fix: Fixed undefined property warnings in ticket edit form by properly accessing ticket data through $ticket->data instead of direct property access
Fix: Added missing variable loading for departments, products, and agents in the ticket edit template
Fix: Corrected database reference in ticket edit form to use proper database instance
Fix: Fixed ticket property access throughout the edit form to prevent PHP warnings and ensure proper data display

1.0.3

New: Added Terms and Privacy Policy checkbox option for user registration with configurable page selection
New: Added WordPress-style hover actions (Edit, Close/Reopen, Delete, View) under ticket subjects in the admin dashboard
New: Complete email settings UI overhaul with card-based template list and modal editing system
New: Professional HTML email templates with modern design, responsive layout, and unique color schemes
New: Template tags insertion tool with search functionality and 19 available tags for email customization
New: Enhanced email template modals with TinyMCE editor integration and improved user experience
New: Added “Unapproved” filter in Users admin page to easily manage pending user approvals
New: Enhanced user approval workflow with dashboard notices, email notifications, and disabled create ticket access for unapproved users
Fix: Fixed attachment upload issue where files showed as “sent” but weren’t actually attached on backend – now includes proper error handling, user feedback, and admin display
Fix: Fixed Google reCAPTCHA key input fields not showing when reCAPTCHA option is enabled in Advanced settings
Fixed: Resolved admin menu layout issue on Analytics page that caused unwanted white space

1.0.2

New: Dedicated Agent Management settings tab with improved organization of agent-related configurations
New: Template tag processing in ticket replies for agents
New: Support for both single braces {tag} and double braces {{tag}} formats
New: Dynamic customer and agent name replacement in reply content
New: WooCommerce Integration add-on with purchase-based ticket access, order attachment, and e-commerce analytics
Fix: Template tags now render actual values instead of placeholders in stored replies
Fix: Enhanced context building for accurate agent name resolution
Fix: Improved email template integration with proper context passing
Fix: Template tags processed before storing replies in database for consistent display
Fix: Resolved duplicate ticket reply notifications appearing twice
Fix: Fixed frontend file attachments not being uploaded properly
Fix: Corrected auto-assignment of new tickets to agents (was reading wrong settings option)
Fix: Enhanced file upload validation
Fix: Added attachment processing for both standard and AJAX ticket replies

1.0.1

New: Agent reply notifications and waiting indicator
New: Internal notes modal replaces tab-based notes
New: Open ticket count badge in admin menu
New: Role system (User, Agent, Supervisor) with User Roles admin page
New: 5-star ratings on individual replies
New: Premium add-ons system with licensing integration
New: Ticket number format options (Sequential vs Hash-based)
New: Enhanced admin dashboard with improved column layout and formatting
New: Agent ticket visibility system with three modes (own tickets, department tickets, all tickets)
New: Agent department assignment system for ticket filtering
New: Agent permission to create new tickets (configurable in settings)
New: Enhanced ticket filtering based on agent department assignments
New: Department-based ticket visibility with fallback to assigned tickets
Fix: Improved agent ticket access control across admin and frontend
Fix: Enhanced database queries to support OR conditions for department filtering
Fix: Updated admin settings to properly save agent visibility preferences
Fix: Enhanced customer search functionality in ticket creation
Fix: Optimized sidebar widget layout and sizing (40% reduction)
Fix: Reordered sidebar widgets for better UX (Create Ticket Ticket Management Custom Fields)
Fix: Enhanced form styling and visibility for better user experience
Fix: Added comprehensive CSS rules to prevent unwanted visual effects
Fix: Improved responsive layout with better content/sidebar proportions
Fix: Resolved hash-based ticket number validation and URL handling
Fix: Enhanced admin ticket viewing with proper URL encoding/decoding

1.0.0

Initial release: complete ticketing system, user roles, file attachments, notifications, auto-close, responsive design, REST API, security, analytics.

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