These are more advanced articles that developers can reference in order to hook into KB Support functions and features in order to further enhance functionality and/or create extensions.
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.
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.
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.
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.
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.
The default configuration for KB Support restricts support workers from logging tickets via the website front end. It is generally expected that support workers would create tickets on behalf of a customer via the WordPress admin console.
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.
Using the user profile hooks WordPress already has, KB Support provides additional hooks that ensure all custom user fields created by any KB Support extension are grouped together under a user profile page header section called KB Support.
The KBS_ARTICLE_SLUG constant enables you to change the post type slug of the article post type.
By default the slug is article which means that URLs will look like http://yoursite.com/articles/ for the article archive and http://yoursite.com/articles/article-name for individual articles but by defining this constant within your theme’s functions.php file, or any custom plugin file, you can update the slug to be anything you want.
The plugin extension boilerplate is defined to provide both a guide and a standard format for developers to use when writing extensions to the KB Support plugin.
It demonstrates the use of some of the API’s that are built-in to the KB Support core plugin, such as the Settings API which enables you to easily add options to settings pages, or create new sections for your extension. It also demonstrates how to add licensing information to your plugin so that you can ensure that only paying customers are able to receive updates via their WordPress dashboard.