內容簡介
Smart Support 是一款自架設的 WordPress 幫助台與支援票務系統，專為企業、機構及線上商店設計，讓用戶能直接在 WordPress 內部管理客戶支援。此外掛提供乾淨的前端支援中心，方便用戶提交票務、查詢歷史及追蹤狀態。
【主要功能】
• 客戶可從前端註冊、登入及提交票務
• 支援代理可從後台管理票務
• 自動創建支援中心頁面
• 支援票務狀態及優先級管理
• 電子郵件通知及客戶溝通功能
• 可自訂票務編號格式
外掛標籤
開發者團隊
② 後台搜尋「Smart Support – Self-Hosted Helpdesk & Custom Support Ticket System with AI Agent Support」→ 直接安裝（推薦）
原文外掛簡介
Smart Support is a self-hosted WordPress helpdesk and support ticket system for businesses, agencies, online stores, membership sites, and service teams that want to manage customer support directly inside WordPress.
The plugin gives customers a clean frontend Support Center where they can register, log in, submit support tickets, upload attachments, review replies, search their ticket history, and track ticket status. Support agents and supervisors can manage tickets from the WordPress admin area with role-based access, departments, priorities, products, internal notes, reports, notifications, and ticket assignment controls.
Live Demo
LIVE DEMO
Smart Support can be used as a:
WordPress helpdesk plugin
WordPress support ticket system
Customer support ticket system
Customer service help desk
Support desk plugin
Ticket management plugin
Self-hosted helpdesk solution
Unlike a hosted support SaaS, Smart Support keeps your support workflow connected to your own WordPress website and database. You control the site, user accounts, ticket records, uploaded files, permissions, and integrations.
WordPress customer support from one dashboard
Smart Support turns WordPress into a complete customer support workspace. Customers use the frontend portal, while agents work with ticket details, replies, attachments, internal notes, departments, products, priorities, statuses, customer history, and notifications.
The plugin is suitable for small support teams, growing businesses, digital agencies, consultants, SaaS companies, WooCommerce stores, product support teams, and organizations that need a private support ticket system without sending users to a separate third-party portal.
Frontend Support Center for customers
Fresh installations create a Support Center page automatically. You can also add the following shortcode to any WordPress page: [smart_support_page]. The shortcode creates the main customer-facing support portal.
Customers can:
Register and log in from the frontend
Reset their password
Use optional Google reCAPTCHA protection
Submit a new support ticket
Add a subject, message, department, product, priority, and other available fields
Upload ticket attachments
Review ticket replies and message history
Search and filter their tickets
View tickets by status, department, and state
Close and reopen their own tickets when permitted
Rate support replies with a 5-star rating system
Use the portal on desktop, tablet, or mobile
Ticket management for agents and supervisors
Support agents and supervisors get a structured WordPress ticket management workflow with tools for organizing, assigning, replying to, and resolving customer requests.
Team features include:
Open, delayed, and closed ticket states
Reopen and close actions
Reply and Close for faster ticket handling
Ticket assignment and auto-assignment
Agent visibility controls for own tickets, department tickets, or all tickets
Departments, products, priorities, and ticket types
Public replies and agent-only internal notes
Ticket attachments and secure downloads
Customer details and ticket history
Search by ticket ID, subject, or content
Status, department, state, and keyword filters
Optional ticket sidebar for quick navigation
Waiting indicators for unanswered tickets
Configurable sequential or hash-based ticket numbers
Capability-based roles and permissions
Agent performance and rating reports
Email notifications and customer communication
Smart Support can send email notifications for important support ticket events, including new tickets, ticket replies, delayed tickets, closed tickets, reopened tickets, and account-related actions.
Email features include:
Notification settings for customers and agents
Editable email subjects and message templates
Configurable sender name and sender email
Template tags for customer, ticket, and agent information
Translatable notification content
Separate frontend and admin ticket URL template tags
Dashboard notifications with ticket links
Optional AI assistance for support agents
Smart Support includes optional AI-assisted tools for authorized staff working on individual tickets. AI is disabled until a supported provider is configured.
Depending on your configuration, agents can:
Summarize long ticket conversations
Generate suggested replies
Rewrite a reply draft before sending
Preview rewritten content
Ask follow-up questions about a ticket conversation
Add custom instructions to an AI action
On WordPress 7.0 or later, Smart Support can use a configured WordPress Core AI provider. The plugin can also use the OpenAI-compatible provider settings available under Smart Support → Settings → Advanced → AI as a fallback.
AI requests are sent from your WordPress server to the provider you configure. Smart Support does not route AI traffic through Smart Support vendor servers solely to provide this feature.
Reports and support performance
Smart Support includes reporting tools for monitoring ticket volume, ticket status, ratings, and agent performance.
Reporting features include:
Ticket volume reports
Status-based reporting
Agent performance reports
Average agent rating
Total ratings per agent
Dashboard ticket counts
Chart.js-powered visual reports
Roles and access control
Smart Support uses capability-driven access controls so administrators can manage who can view, create, assign, reply to, and manage support tickets.
Built-in support roles include:
Support User
Support Agent
Support Supervisor
Administrators can assign departments, change capabilities, control ticket visibility, configure whether agents can create tickets, and manage supervisor-level access.
Ticket automation
Built-in automation features help support teams manage inactive tickets and reduce repetitive work.
Auto-close tickets after a configurable period of inactivity
Optionally auto-close only tickets waiting for a customer response
Auto-delay inactive tickets
Notify customers when tickets are delayed or closed
Auto-assign tickets when an agent replies
Respect the configured maximum open tickets per agent
Use 0 as the maximum for unlimited assignments
Archive closed tickets manually or automatically after a configured number of days
Keep archived tickets out of normal dashboards, reports, and ticket lists until restored
Manage archived tickets from a dedicated Archive Tickets page with search, pagination, restore, and delete tools
Search, filters, and ticket navigation
Smart Support includes practical ticket search and filtering tools for busy support teams.
Global search by ticket ID, subject, or message content
Highlighted search results with result counts
Filters for status, department, state, and assigned agent access
Compact admin search bar
Optional ticket list sidebar
Status filter inside the ticket sidebar
Quick navigation between support tickets
Ticket numbers
Administrators can choose the ticket number format that best matches their workflow:
Sequential ticket numbers, such as 2501001 and 2501002
Hash-based ticket numbers, such as #121 and #456
Responsive and translation-ready
The frontend Support Center and WordPress admin interfaces are designed for desktop, tablet, and mobile use. Smart Support is translation-ready and includes a .pot file in the languages directory.
The plugin is also designed for WordPress multisite environments.
Free Core Features
Smart Support includes the following features in the free core plugin:
Frontend Support Center powered by [smart_support_page]
Automatic Support Center page creation on fresh installations
Frontend customer registration and login
Password reset link
Optional Remember Me setting
Optional first-name and last-name auto-fill
Optional Google reCAPTCHA v2, v2 Invisible, or v3
Frontend ticket submission
Rich text editor support
Ticket attachments
Secure attachment downloads
Configurable attachment file types, sizes, and counts
Customer ticket dashboard
Customer ticket search and filters
Public ticket replies
Agent-only internal notes
Ticket timeline and change history
Open, delayed, and closed ticket states
Ticket close and reopen actions
Closed ticket archive and restore workflow
Dedicated Archived Tickets page with search, pagination, restore, delete, bulk restore, and bulk delete tools
Optional auto-archive rules for closed tickets
Reply and Close action
Customer close and reopen controls
Departments
Products
Priorities
Configurable Ticket Types
Optional frontend Ticket Type field
Ticket assignment
Auto-assignment when an agent replies
Maximum open tickets per agent
Agent visibility for own, department, or all tickets
Department-based agent access
Support User, Support Agent, and Support Supervisor roles
Capability-based access management
Agent management screen
Real-time capability assignment and removal
Configurable agent ticket creation permission
Customer and agent email notifications
Configurable email templates
Notification center with ticket links
Open ticket count badge
Waiting indicator for unanswered tickets
5-star reply ratings
Average and total rating values
Agent performance reports
Ticket volume and status reports
Chart.js reporting integration
Global search by ticket ID, subject, or content
Search highlighting and result counts
Ticket status, department, and state filters
Optional ticket navigation sidebar
Sequential and hash-based ticket numbers
Auto-close inactive tickets
Auto-delay inactive tickets
Configurable delay and close notifications
Responsive frontend and admin interfaces
Translation-ready strings
Multisite compatibility
Uninstall cleanup options for plugin data, settings, and roles
Optional REST API with API key authentication
Optional AI assistant for authorized support staff
Premium Add-ons
Smart Support offers optional premium add-ons for teams that need advanced integrations, automation, reporting, custom data, and larger support workflows.
Email Bridge: Convert incoming emails to support tickets and reply to tickets via email.
Canned Replies: Enable your team to create and use predefined responses for common issues.
Webhooks: Send ticket event notifications to external systems (CRMs, automations, custom apps) using secure, signed outgoing webhooks.
Custom Status: Create unlimited custom ticket statuses with colors, icons, and workflow rules.
Registration Fields: Add unlimited custom fields to your registration forms.
Custom Fields: Create unlimited custom ticket fields from the backend and automatically collect additional information during ticket submission.
Ticket Templates: Speed up ticket creation with reusable templates.
Front-end Support: Give your support agents a complete, professional frontend dashboard.
Gravity Forms Integration: Turn Gravity Forms submissions into Smart Support helpdesk tickets with field mapping, deduplication, and admin cross-links.
WooCommerce Tickets: Provide purchase-based support, link orders to tickets, and manage customer support seamlessly WooCommerce.
Organizations / Company Profile: Manage companies and teams as organizations.
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.
Auto Responder: Automatically send responses to support tickets based on intelligent rules.
Documentation: Instantly insert knowledge base articles into ticket replies.
Private Credentials: Securely exchange sensitive login details inside support tickets.
SLA (Service Level Agreement): Enforce response and resolution commitments with advanced SLA management.
Reports: Expand support reporting with deeper ticket analytics, performance insights, and export-ready operational data.
Scheduled Tickets: Create one-time or recurring support tickets automatically for maintenance, renewals, follow-ups, and planned customer work.
Time Tracking: Accurately track time spent on support tickets by agents, departments, and clients.
Productivity Suite: Enhance agent productivity with comprehensive workflow tools.
Additional add-ons, bundles, and pricing information are available at: Smart Support Pricing
REST API Integrations
Smart Support includes an optional REST API for server-to-server integrations such as CRM synchronization, automations, imports, and custom applications. The REST API is disabled by default. For setup and endpoint information, see the REST API documentation
External Services and Privacy
Smart Support is self-hosted, but some optional features connect to external services when an administrator enables and configures them. 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.
AI providers
The Smart Support AI assistant is optional. It can use a connected WordPress Core AI provider on WordPress 7.0 or later, or the OpenAI-compatible provider. For more details read AI Documentation
Ticket and customer data
Smart Support stores the information needed to operate the support system on the WordPress site. Site owners are responsible for setting suitable privacy, access, retention, deletion, and backup policies for their support data.
