The WooCommerce extension for KB Support integrates your 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 and select the Extensions tab and then click the WooCommerce section link.
The WooCommerce extension has four setting options to configure:
Only Customers Can Submit?
If you enable this setting, only customers who have purchased items from your WooCommerce 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 a 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 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 product, submission will fail and a notice will be displayed to the customer.
In order to use this setting, your submission form must include a WooCommerce Products field.
Only Customers Can Access?
When creating or editing KB Articles, you have the option to restrict each article to customers of your WooCommerce 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 WooCommerce extension 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 a WooCommerce Products field and a WooCommerce Orders field.
WooCommerce Products Field
Adding a WooCommerce Products 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:
- Excluded Categories
Enables you to select multiple product categories to be excluded from the select field
If you want a non-product item to appear at the top of the select field, enter it here
WooCommerce Orders Field
Add a WooCommerce Orders field to insert a select field into your submission form where the customer can select from previous orders they have completed within your store. The selected order will be associated with the ticket and the order information displayed within the ticket admin screen.
Syncronising Products with KB Support
When the WooCommerce extension is first activated, all your current products will be synchronised with KB Support.
From now on, every time you publish a new Product to your store, it will automatically sync with KB Support and likewise, every time you delete a product, KB Support will be updated.
To review the synchronised products, go to Tickets -> Categories. Any WooCommerce products cannot be manually deleted.
Was this article helpful?
We're working hard to ensure we provide you with useful and relevant documentation to help you get the most out of KB Support.
Please take a moment to let us know if you found this article helpful.