Configuring Custom Ticket Status

The Custom Ticket Status extension for KB Support enables Support Managers and Administrators to define an unlimited number of custom statuses. These statuses can then be assigned to a ticket in addition to the statuses that are provided by the KB Support core plugin.

Installation

For assistance on installing a premium plugin for KB Support, please view this article.

Managing Custom Ticket Statuses

From the Tickets menu, select Custom Status to reveal a new page for managing your custom status entries.

Existing entries are displayed within a table. The table provides an overview of the status settings as well as the number of tickets that are currently in that status. Clicking the number will display all tickets within the specified status.

Managing statuses is the same as managing pages and posts within your WordPress environment. To create a new status, simply click the New Custom Status link at the top of the page. To edit an existing status, click on its singular name within the table list.

On the edit screen complete the fields as required:

• Status Singular Name
  This is the name that will be used when referencing the new status in singular terms
• Status Plural Name
  This is the name that will be used when KB Support references the new status in plural terms
• Email customer when a ticket enters this status?
  Enable this option if you would like KB Support to generate an email to the ticket customer when their ticket is placed into this status
• Email Subject
  This will be used as the subject of the customer email (if enabled)
• Email Heading
  This will be used as the header for the email (if enabled)
• Email Content
  Define the content you would like KB Support to email the customer (if enabled). HTML is allowed as are email tags. A list of available tags is shown at the foot of the content field

Note that as well as Email customer when a ticket enters this status being enabled, the Email Subject, Email Heading and Email Content fields must all contain content for an email to be generated and sent.

Once you have completed the fields with your chosen values, click Publish/Update. Only a Status that is published will be available for assignment to a ticket. Any status saved as draft, will not be available.