=== Smart Support - Self-Hosted helpdesk & Ticket system for fast, efficient, and scalable customer support ===
Contributors: 7thskysoftware  
Tags: support, helpdesk, ticketing, customer-service, support-system  
Requires at least: 5.0  
Tested up to: 6.9  
Requires PHP: 7.4  
Stable tag: 1.0.4  
License: GPLv2 or later  
License URI: https://www.gnu.org/licenses/gpl-2.0.html
Donate link: https://smartsupportdesk.com/

AI-driven helpdesk ticketing system for WordPress with comprehensive ticket management, user roles, and frontend interface.

== Description ==

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.


https://youtu.be/uKoNmzWbgXQ


= 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](https://smartsupportdesk.com/add-on/smart-support-email-bridge/)**: Convert incoming emails to support tickets and reply to tickets via email. Maintain complete conversation history with seamless email integration.

**[Canned Replies](https://smartsupportdesk.com/add-on/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](https://smartsupportdesk.com/add-on/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](https://smartsupportdesk.com/add-on/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](https://smartsupportdesk.com/add-on/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](https://smartsupportdesk.com/add-on/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](https://smartsupportdesk.com/add-on/woocommerce/)**: 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](https://smartsupportdesk.com/add-on/smart-support-guest-support/)**: Allow guests to submit support tickets without registration using email-only authentication.

**[Smart Widget](https://smartsupportdesk.com/add-on/smart-support-widget/)**: Bring instant, on-page support with a customizable floating widget. Users can search the 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](https://www.google.com/recaptcha/api/siteverify) (optional) for spam prevention ([Terms of Service](https://policies.google.com/terms) & [Privacy Policy](https://policies.google.com/privacy)) and [Chart.js](https://www.chartjs.org) in the admin for analytics ([Terms of Service](https://www.chartjs.org/) & [Privacy Policy](https://www.chartjs.org/)). The plugin validates permissions server‑side, escapes output, verifies nonces on all forms, and stores files securely using WordPress APIs.

== Installation ==

#### From WordPress Repository 

1. Navigate to Plugins > Add New in your WordPress dashboard.
2. In the search bar, type 'Smart Support Ticketing System' and press Enter.
3. 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**.
4. Once the installation is complete, click **Activate** to enable the plugin.
5. After activation, go to the new **Smart Support** menu in your dashboard.
6. Navigate **settings** under **Smart Support** and make your ticketing system ready to use.

#### Manual Upload

1. Upload the `smart-support` folder to `/wp-content/plugins/`
2. Activate through the 'Plugins' menu in WordPress
3. Go to 'Smart Support' in your admin menu to configure settings
4. 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.

== Screenshots ==

1. Ticket Management Interface (Backend)
2. Agent Reply Interface (Backend)
3. Add a new Ticket backend on behalf of the customer
4. End User Sign-up (Frontend)
5. End User Login (Frontend)
6. End User Dashboard (Frontend)
7. End User: Add new ticket (customer portal)

== Changelog ==

= 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.

== Upgrade Notice ==
This plugin is free. Additional features and premium support are available at:
https://smartsupportdesk.com