Configuration guides and information
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.
Sometimes the four statuses that are included within KB Support core are not enough to support your workflow and you need to add more.
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 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.
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.
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.
During activation, KB Support creates pages that are necessary for your customers to submit new tickets, and manage existing tickets.
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 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 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.