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 […]
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.
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.
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, […]
The Plugin Pages
During activation, KB Support creates pages that are necessary for your customers to submit new tickets, and manage existing tickets.
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.
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 […]