Awesome Support Documentation

Introduction to Smart Submit

Smart Submit allows the admin to require a user to peruse FAQs, Documentation and other help resources before submitting a ticket.  The user can be required to complete up to two steps before being allowed to open a ticket.

The idea behind this add-on is that many tickets are opened even though the answer to the users question is already present in your documentation and FAQs.   By requiring the users to go through these materials first the number of tickets being submitted can be reduced, sometimes by as much as 50%.

Here is an example of what the user can see as they start the ticket submission sequence:

This add-on allows you to configure up to two stages that the user must navigate.  The admin can require both stages or just either one.

Stage 1

Stage 1 requires the user to choose from a list of categories.  Once a category is selected, the user can than choose from a list of topics inside that category.  The start of this process is what is shown in the image above.

Stage 2

Stage 2 allows the user to search certain WordPress Custom Post Types on the the site before submitting a ticket.  Here is an example of what that might look like after the user has completed stage 1.