WordPress Multisite Support & Considerations
KB Support is fully supported when installed within a WordPress multisite environment, but you should ensure you adhere to the following guidelines to ensure a smooth installation.
Ticket Participants
A participant is someone who contributes towards a ticket on behalf of the customer. KB Support allows for an unlimited number of individuals to participate on a single ticket, and in keeping with our unique functionality of enabling guest customers to create and manage tickets, participants can also be guests as well as existing customers.
IMAP Options in Email Support
When the KBS Email Support extension connects to your mailbox, it does so using the standard IMAP flags. These include the mailbox server host name, the protocol to use (IMAP/POP3), the port number and the transport security.
However, from time to time, you may need to send additional flags in order to obtain a successful connection. This article describes how.
How to Change Front End Messages
KB Support has a number of built-in messages that are displayed to customers during various activities taking place on the front end of your website – for example, when a ticket is submitted. We’ll refer to these messages as notices.
These front end notices can be changed if you want to do so with a small amount of code by hooking into the kbs_get_notices filter.
Allow Agents to Add and Edit Customers
By default, only support workers with the Support Manager role are able to view customer details as well as add and edit customers, however, it is very easy to allow agents to add and edit customers if you need them need to do so.
Enable File Uploads on the Submission Form
The default configuration of KB Support following installation does not enable file uploads via the customer submission form and reply forms. To add a file upload field to your ticket submission form you need to enable file uploads within settings.
Removing Post Lock from Tickets
WordPress locks posts whenever they are accessed in order to prevent multiple users from accessing and modifying the post at the same time.
This can be a hindrance to a support organisation and therefore, sometimes, it is necessary to enable multiple people to access and work on a ticket at the same time.
Assigning Multiple Agents to a Ticket
The default configuration of KB Support enables you to assign a single agent to each ticket. However, assigning multiple agents to a ticket is also possible and can be of great value for a number of reasons including increasing support worker collaboration towards the resolution of a support case.
Advanced Settings for Ratings and Satisfaction
Similarly to the core KB Support plugin, and its extensions, Ratings and Satisfaction can be customised beyond the options that are available within settings.
This document, aimed at our more advanced user base, will detail some of the advanced customisation’s that can be achieved. As always, we highly recommend that any changes are implemented within your child theme to avoid being overwritten during future updates.
Creating Custom Ticket Statuses
Sometimes the four statuses that are included within KB Support core are not enough to support your workflow and you need to add more.