The Easy Digital Downloads extension for KB Support integrates your EDD store with KB Support to provide a complete sales and support solution for you and your customers.
The following information will enable you to get up and running in the most optimal way for your website and store.
For assistance on installing a premium plugin for KB Support, please view this article.
Now that the plugin is installed and licensed, you should proceed to optimise the settings to meet your requirements.
Click on the Settings option within the Tickets menu, select the Extensions tab and click on the Easy Digital Downloads section heading to reveal the plugin settings.
The Easy Digital Downloads extension has four setting options to configure:
Only Customers Can Submit?
If you enable this setting, only customers from your EDD store will be able to log Support Tickets via KB Support. In order to verify that the user is indeed a customer, they will be prompted to login. They must have therefore registered for an account on your website.
Once logged in, if they are indeed an EDD customer and have made a previous purchase, they will be able to continue to log a support ticket. If they have not made any previous purchases, they will be presented with a notice advising them that only store customers are able to log support tickets.
Enabling this setting will force the Ticket Submission Form to validate that the customer has previously purchased the download/product that they are submitting a ticket against.
Once the customer clicks to submit the ticket, Ajax validation will occur and if they have not previously purchased the selected download, submission will fail and a notice will be displayed to the customer.
In order to use this setting, your submission form must include an EDD Downloads field.
Only Customers Can Access?
When creating or editing KB Articles, you have the option to restrict each article to customers of your EDD store. Whilst this setting can be adjusted per KB Article, enabling the option here will select it by default for all new articles.
All Access Product
This option again refers to restrictions for KB Articles. Articles can be restricted by specific downloads/products and in order for a customer to access the article, they must have purchased at least one of the selected products.
If you select a product here, any customer who has previously purchased the download you select will be able to access these articles. This setting overrides any selected products a customer needs to access any article.
Submission Form Fields
The Easy Digital Downloads Integration plugin provides you with the option to add two new field types to your ticket submission forms.
Edit one of your forms by navigating to Tickets -> Submission Forms and clicking the name of the form you wish to edit.
Within the Add a New Field meta box, click the Type select field and you will see options to add an EDD Downloads field and an EDD License Key field.
EDD Downloads Field
Adding an EDD Downloads field to your submission form will display a select list to the customer allowing them to select which product their support ticket is referring to.
Selecting this field reveals a few additional configuration options:
- Include Bundled Products
Whether or not you want EDD bundled products included in the select field
- Excluded Categories
Enables you to select multiple download categories to be excluded from the select field
If you want a non-download item to appear at the top of the select field, enter it here
EDD License Key
Add an EDD License key to insert a pre-populated select field (if the customer is logged in) or a text field (if the customer is not logged in) into your submission form where the customer can enter their license key for which the support ticket is related.
You also have the option to Validate License which will ensure that the license entered is valid and active before allowing the form to be submitted.
Validating a license includes the following checks;
- Confirmation that the license key exists and has not expired
- Confirmation that the license key entered belongs to the customer logging the ticket. The customer is identified by the email address entered if they are not logged in
- If your submission form has an EDD Downloads field and the field has been populated, confirmation that the license key is for the selected download
If any of the above checks fail, an error is displayed and the form is not submitted.
If you add an EDD Purchase field and the customer is logged in, they will be presented with a select field where they can select the purchase associated with the ticket they are submitting. If the customer is not logged in, a text field is displayed where the customer can enter their payment ID manually.
If this field is completed, and the payment ID exists for the customer, the ticket will be associated with the payment.
When adding this field, you have the option to Validate Purchase. By selecting this option, KB Support will validate that the payment ID entered belongs to the customer creating the ticket before submission.
Syncronising Products with KB Support
When the Easy Digital Downloads extension is first activated, all your current download products will be synchronised with KB Support.
From now on, every time you add a new Download to your EDD store, it will automatically sync with KB Support and likewise, every time you delete a download product, KB Support will be updated.
To review the synchronised products, go to Tickets -> Categories. Any EDD download products cannot be manually deleted.
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