Menu Close Menu
Menu
  • 0
    • Number of items in cart: 0

      • Your cart is empty.
      • Subtotal: $0.00
      • Estimated Tax: $0.00
      • Total: $0.00
      • Checkout
  • Pricing
    • Purchase Options
    • Individual Extensions
  • Support
    • Documentation
    • Log a Support Ticket
  • Your Account
    • Register
  • Blog

Agent Ticket Access

FAQs

Answers to frequently asked questions

Agent Ticket Access

Whether or not an agent can access a ticket is dependant upon a few factors. These factors have changed since the release of KB Support version 1.3.

Read More

23/10/2019

Searching for Tickets by ID or Number

Sometimes you know the ID or number of the ticket you need to work on, but finding it in the list of outstanding tickets can be time consuming. Especially, if there are a number of tickets outstanding in your queue.

With KBS, you can enter the post ID, or the number (if using sequential numbering) into the search field on the tickets list page prefixed with the # character, and if a match is found, it will be displayed for you.

Read More

31/05/2018

How to Hide Default Form Fields

Submission forms are always populated with some default fields which cannot be deleted via the Submission Forms page. However, it is still possible to hide any of those fields if you want to do so with some basic CSS code.

Read More

18/02/2018

Replying to Closed Tickets via Email

The way in which Email Support handles an email in reply to a ticket that is currently closed depends on how you have configured the core KBS settings.

Read More

04/02/2018

HTML Emails Tags

The Email Support extension allows you select to process received emails as either HTML or Plain Text for each server connection you have defined.

Read More

04/02/2018

Email Support Email Commands

The Email Support extension for KB Support allows agents to enter certain commands into email content which, when detected, initiate specific actions for the ticket.

Read More

04/02/2018

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 amount of code by hooking into the kbs_get_notices filter.

Read More

20/11/2017

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.

Read More

28/10/2017

Removing Post Lock from Tickets

WordPress locks posts whenever they are accessed in order to prevent multiple users from accessing and modifying the post at the same time.

This can be a hindrance to a support organisation and therefore, sometimes, it is necessary to enable multiple people to access and work on a ticket at the same time.

Read More

11/09/2017

Enabling Sequential Ticket Numbers

Enabling the sequential ticket numbers option ensures that all KBS tickets are in sequential order.

By default, the WordPress post ID will be used as ticket ID’s but this results in gaps within the number sequence due to the way in which WordPress works. For example, your first ticket may be assigned an ID of 100 but the next ticket may be 103. With sequential ticket numbers enabled you will ensure that an ID of 101 is assigned to the next ticket.

Read More

06/09/2017
1 2 Next »

Contact Details

  • Follow us on Twitter
  • Like us on Facebook
  • Fork us on GitHub

Developer Resources

Plugin Boilerplate

Trello Board

GitHub Repository

Ratings & Satisfaction Docs

  • Configuring Ratings and Satisfaction
  • Advanced Settings

Email Support Docs

  • Plugin Requirements
  • Configuring Email Support
  • Creating New Tickets
  • Replying to Closed Tickets
  • Anonymous Replies in Email Support
  • HTML Emails Tags
  • Email Commands
  • Defining IMAP Flags

KBS REST API Docs

  • Using the REST API
  • Tickets REST API Route
  • Replies REST API Route
  • Articles REST API Route
  • Agents REST API Route
  • Customers REST API Route
  • Companies REST API Route
  • Forms REST API Route
  • Form Fields REST API Route
  • Ticket Categories REST API Route
  • Ticket Departments REST API Route
  • Ticket Source REST API Route

Article Categories

  • Configuration
    • Advanced
    • Getting Started
  • Developer Docs
    • Constants
    • Hooks
  • Extensions
  • FAQs
© 2023 KB Support. All rights reserved.
  • Blog
  • Shop
  • Support
  • Privacy Policy
  • Discount Code