前言介紹
- 這款 WordPress 外掛「Smart Support – Self-Hosted helpdesk & Ticket system for fast, efficient, and scalable customer support」是 2025-08-23 上架。
- 目前尚無安裝啟用數，是個很新的外掛。如有要安裝使用，建議多測試確保功能沒問題！
- 上一次更新是 2026-01-15，距離現在已有 42 天。
- 外掛最低要求 WordPress 5.0 以上版本才可以安裝。
- 外掛要求網站主機運作至少需要 PHP 版本 7.4 以上。
- 有 1 人給過評分。
- 還沒有人在論壇上發問，可能目前使用數不多，還沒有什麼大問題。
外掛協作開發者
外掛標籤
support | helpdesk | ticketing | support system | customer service |
內容簡介
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**總結:**
Smart Support 是一款現代、功能豐富的說明文件和票務系統，專為 WordPress 設計。它給予您的客戶一個乾淨友好的入口，讓他們能夠請求幫助並追蹤進展，同時您的團隊獲得了處理、協作和高效解決票務所需的工具。
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**問題與答案:**
1. 哪些功能供客戶使用？
- 提供由 [smart_support_page] shortcode 驅動的統一支援中心頁面，包括“登入”、“註冊”、“儀表板”和“建立票務”選項卡。
- 提供簡單安全的登入和註冊功能，包括可選的名字自動填充和“記住我”選項。
- 提供重設密碼鏈接和選擇性 Google reCAPTCHA（v2、v2 不可見或v3）保護。
- 提供易用的票務表單，支持豐富的文本編輯器和檔案附件。
- 提供個人儀表板，讓客戶可以按狀態、部門和狀態查看、搜索和篩選他們的票務。
- 提供清晰的票務時間軸，包括消息和附件。
2. 團隊可以獲得哪些功能？
- 結構化的票務生命週期：打開、延遲、關閉（具有重新打開和關閉操作）。
- 過了一段可配置的天數後自動關閉閒置票務。
- 自動延遲模式，將陳舊的票務標記為“延遲”，並通知客戶。
- 可用於組織和路由請求的部門、產品和優先順序。
- 基於角色的訪問權限：客戶、代理人、經理、管理員（完全基於功能）。
- 內聯回覆功能，包括檔案附件和內部註釋（通過標準回覆）。
- 一鍵“回覆並關閉”工作流程。
- 電子郵件通知功能，用於新票務、回覆、延遲/關閉等（可模板化和翻譯）。
- 由 Chart.js 4.5.0 提供支援的分析儀表板，用於量、狀態和性能洞察力。
3. 這個外掛的卓越之處在哪裡？
- 前端優先設計：整個入口頁面通過 [smart_support_page] 一個單獨的頁面運行。
- 浮動的支援小工具（可選），讓用戶在站點的任何地方創建票務或跳轉到其儀表板。
- 強大的附件功能：大小/類型限制、預覽和安全的下載處理。
- 強大的篩選功能：在儀表板上按狀態、部門、狀態和關鍵字進行搜索。
- 鼓勵無障礙的用戶界面和完全響應式布局，可以在移動設備和桌面上看起來很棒。
- 內置安全功能：單次加密碼、嚴格的能力檢查、全面的清理和逃逸功能，並整合了 reCAPTCHA。
- 支援翻譯和多站點。
- 符合 WordPress 編碼標準的乾淨、結構良好的代碼。
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原文外掛簡介
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
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.
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.
各版本下載點
- 方法一：點下方版本號的連結下載 ZIP 檔案後，登入網站後台左側選單「外掛」的「安裝外掛」，然後選擇上方的「上傳外掛」，把下載回去的 ZIP 外掛打包檔案上傳上去安裝與啟用。
- 方法二：透過「安裝外掛」的畫面右方搜尋功能，搜尋外掛名稱「Smart Support – Self-Hosted helpdesk & Ticket system for fast, efficient, and scalable customer support」來進行安裝。
（建議使用方法二，確保安裝的版本符合當前運作的 WordPress 環境。
1.0.0 | 1.0.1 | 1.0.2 | 1.0.3 | 1.0.4 | 1.0.5 | 1.0.6 | 1.0.7 | trunk |
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