Adding Google reCAPTCHA Fields
KB Support enables the use of the Google ReCAPTCHA service to help keep malicious software from engaging in abusive activities on your website.
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.
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.
KB Article Front End Widgets
KB Support includes two widgets which enable you to easily display information for KB Articles on the front end of your website within a page sidebar.
Global KB Article Settings
These settings define the default behaviour for KB Articles published on your website.
Access KB Article settings via Tickets -> Settings and clicking on the KB Articles tab.
Restricting access to KB Articles
KB Support includes an option for you to restrict access to each KB Article you publish.
If an article is restricted, any user attempting to view the article must be logged in to your website. If they are not, they will only see the article excerpt followed by a notice. The remainder of the content, including comments, will not be visible until the user has successfully logged in.
The Plugin Pages
During activation, KB Support creates pages that are necessary for your customers to submit new tickets, and manage existing tickets.
Service Level Settings
Service Level Settings allow you to define your target response and resolution time for tickets that are received within KB Support. Visual aids then allow you to determine those tickets that are approaching, or have exceeded, their SLA targets.
Template Tags
Template tags are placeholder text that get replaced during processing of content with information that is relevant to the ticket that is being referred to.
KB Support has a number of built-in template tags that can be used within ticket notifications that are sent during ticket creation, reply and closure as well as within the template pages that display content on the front end of your website.
Shortcodes
KB Support includes a number of shortcodes that can be used to display various information from the plugin, such as a ticket submission form, a support ticket management page, a customised list of articles, registration and login forms, and more.