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.
Tickets REST API Route
Authentication # Authentication is required for this route. The authenticated user will be able to retrieve and update tickets to which they have access. They will also be able to create new tickets. It is recommended that a user with the role of Support Manager or higher is used.
Ticket Source REST API Route
Authentication # Authentication is only required for this route if you are adding or editing sources. Schema # When working with the Ticket Source REST API route the following fields can be expected in any responses.
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 […]
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 […]
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.
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 […]
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.
Enable Support Worker Ticket Submissions
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.
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.