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Customising Template Files

Advanced

For those who need to go beyond the basic setup

Customising Template Files

KB Support utilises template files to display content on the front end of your website. These files can be customised as described below.

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21/01/2021

Using the REST API

You can use the KB Support REST API to retrieve information regarding Tickets, Customers and Agents via 3rd party applications. You can also use the REST API to remotely create content such as tickets and replies.

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12/01/2021

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.

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05/02/2018

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.

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20/11/2017

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.

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28/10/2017

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.

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11/09/2017

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.

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17/03/2017

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.

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05/03/2017

Changing Ticket Status Labels

If the default ticket status labels from KB Support do not match your preferred names, you can change them with some simple lines of code.

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05/03/2017

Change Global Labels

The global labels used throughout KB Support for Ticket, Tickets, KB Article and KB Articles are extremely easy to change if there is a term you would prefer to use for either, or both.

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16/02/2017

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Developer Resources

Plugin Boilerplate

Trello Board

GitHub Repository

Ratings & Satisfaction Docs

  • Configuring Ratings and Satisfaction
  • Advanced Settings

Email Support Docs

  • Plugin Requirements
  • Configuring Email Support
  • Creating New Tickets
  • Replying to Closed Tickets
  • Anonymous Replies in Email Support
  • HTML Emails Tags
  • Email Commands
  • Defining IMAP Flags

KBS REST API Docs

  • Using the REST API
  • Tickets REST API Route
  • Replies REST API Route
  • Articles REST API Route
  • Agents REST API Route
  • Customers REST API Route
  • Companies REST API Route
  • Forms REST API Route
  • Form Fields REST API Route
  • Ticket Categories REST API Route
  • Ticket Departments REST API Route
  • Ticket Source REST API Route

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