[kbs_articles] Shortcode
The shortcode enables you to display a list of KB Articles in any position on your web pages. The Articles being displayed can be customised by passing optional attributes to the Articles shortcode.
The articles shortcode should be added to any page where you would want to display a list of articles.
Default Usage
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Shortcodes
KB Support includes a number of shortcodes that can be used to display various information from the plugin, such as a ticket submission form, a support ticket management page, a customised list of articles, registration and login forms, and more.
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KB Article Front End Widgets
KB Support includes two widgets which enable you to easily display information for KB Articles on the front end of your website within a page sidebar. KB Articles Categories / Tags Widget This widget enables you to display a list of categories or tags for your KB Articles. The widget displays the title of each category…
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Template Tags
Template tags are placeholder text that get replaced during processing of content with information that is relevant to the ticket that is being referred to. KB Support has a number of built-in template tags that can be used within ticket notifications that are sent during ticket creation, reply and closure as well as within the…
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[kbs_login] Shortcode
You may wish to display a login form for users that elect to create an account during registration, whilst logging a support ticket or at any other time. KB Support enables you to display a simple login form with the [kbs_login] shortcode. A user can then login by entering their username (or email address) and password combination. The [kbs_login] shortcode should…
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[kbs_articles] Shortcode
The [kbs_articles] shortcode enables you to display a customised list of articles anywhere on your web page. You can customise the list of articles to be displayed with a variety of shortcode options
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The Plugin Pages
During activation, KB Support creates pages that are necessary for your customers to submit new tickets, and manage existing tickets. Submission Page The submission page is the page that displays your ticket submission form and enables your customers to submit new support tickets. This page contains the shortcode [kbs_submit]. Tickets Page The tickets page is where…
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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…
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Ticket Status Overview
By default, KB Support has the following possible statuses which can be assigned to a ticket... New - Ticket has yet to be reviewed by an agent. This status is assigned to tickets received via a submission form.This status cannot be manually assigned to an existing ticket Open - The ticket has been reviewed and is actively being worked…
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[kbs_submit] Shortcode
An overview of the [kbs_submit] shortcode which can be utilised to display a submission form an any page within your website.
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[kbs_tickets] Shortcode
The [kbs_tickets] shortcode provides an interface for your customers to view a list of all tickets that they have previously submitted. Clicking onto a ticket will open the ticket overview where the customer will be able to view all details regarding the ticket, as well as submit a new reply to the ticket. Whilst an…
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[kbs_profile_editor] Shortcode
You can enable your customers to update their profile information such as their first, last and display name, their email address and more by placing the [kbs_profile_editor] shortcode on your page. The [kbs_profile_editor] shortcode is designed for use within a page such as a Your Account page which the customer can access via your website menu. [heading element="h2" style="bordered" remove_margins=""]Usage[/heading] [kbs_profile_editor] The…
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[kbs_register] Shortcode
You can display a user registration form for to allow users to register an account on your site. KB Support will determine if the user is an existing customer, and if they are, it will automatically link their customer account to this account. The [kbs_register] shortcode should be added on a page that you want to act as the…
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Global KB Article Settings
These settings define the default behaviour for KB Articles published on your website. Access KB Article settings via Tickets -> Settings and clicking on the KB Articles tab. General KB Article Settings Restrict KB Articles Enabling this option will enable the Restrict Access option for all new KB Articles. You can adjust this option per KB Article Show Register / Login Form?…
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Plugin Terms and Conditions
[kbs-custom-terms]
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How to add Ticket Form Fields
Perhaps the default fields created during install are not enough and you need to capture more information when a customer submits their ticket. Adding (and editing) fields for a submission form is very easy. From the Tickets -> Submission Forms menu page, select to either edit an existing form, or create a new one. Adding a new Form…
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Installing Extensions
Installing extensions for KB Support that have been purchased from the plugin store, is quick and easy although the process differs slightly to those that you can download and install directly from the WordPress.org plugin repository. Download your Files Once you have completed your purchase, you will receive a confirmation email with a link to download your…
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Restricting access to KB Articles
KB Support includes an option for you to restrict access to each KB Article you publish. If an article is restricted, any user attempting to view the article must be logged in to your website. If they are not, they will only see the article excerpt followed by a notice. The remainder of the content,…
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[kbs_search] Shortcode
The [kbs_search] shortcode allows you to insert a search form into pages on your website so users can search through the articles available
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Creating Custom User Fields
Using the user profile hooks WordPress already has, KB Support provides additional hooks that ensure all custom user fields created by any KB Support extension are grouped together under a user profile page header section called KB Support. There are two hooks of interest here; The kbs_user_profile_fields filter is used to determine which custom user profile fields…
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Service Level Settings
Service Level Settings allow you to define your target response and resolution time for tickets that are received within KB Support. Visual aids then allow you to determine those tickets that are approaching, or have exceeded, their SLA targets. SLA Settings If you do not wish to track service levels, you can leave the Enable SLA Tracking option…
Optional Parameters
accepts a number of parameters enabling you to customise the results being displayed:
articles
A comma separated list of Article post ID’s you would like to display
Default: null
number
The number of articles you want to display. A value of -1 will display all articles that match the parameters provided
Default: 20
author
A comma separated list of author ID’s whose articles you would like to display
Default: null
orderby
The order by which the found articles should be displayed. Possible values are views, views_month or any parameters as described here
Default: views (Order by number of total all time views)
order
Display the found articles in Ascending or Descending order
Default: DESC (highest to lowest)
tags
A comma separated list of Article Tag ID’s that the displayed articles should include
Default: 0 (ignore)
categories
A comma separated list of Article Category ID’s that the displayed articles should belong to
Default: 0 (ignore)
tax_relation
Whether a post should include both or either when providing both the tags and categories parameters. Possible values are AND or OR
Default: AND (ignored if you do not provide both the tags and categories parameters)
excerpt
1 to display the article excerpt after the title or 0
Default: 1
hide_restricted
1 to hide restricted Articles or 0 to display all Articles whether set to restricted or not
Default: value of Hide Restricted KB Articles settings option
Example Usage with Parameters
Display all Articles authored by user ID 10 without excerpts:
No kb articles found
Display all Articles that contain the Tag ID’s 100 and 104 or are within category ID 120 regardless of whether or not they are restricted:
No kb articles found
Display all Articles ordered by the total number of views during the current month
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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…
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Plugin Terms and Conditions
[kbs-custom-terms]
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[kbs_register] Shortcode
You can display a user registration form for to allow users to register an account on your site. KB Support will determine if the user is an existing customer, and if they are, it will automatically link their customer account to this account. The [kbs_register] shortcode should be added on a page that you want to act as the…
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[kbs_submit] Shortcode
An overview of the [kbs_submit] shortcode which can be utilised to display a submission form an any page within your website.
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Global KB Article Settings
These settings define the default behaviour for KB Articles published on your website. Access KB Article settings via Tickets -> Settings and clicking on the KB Articles tab. General KB Article Settings Restrict KB Articles Enabling this option will enable the Restrict Access option for all new KB Articles. You can adjust this option per KB Article Show Register / Login Form?…
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Assigning Multiple Agents to a Ticket
The default configuration of KB Support enables you to assign a single agent to each ticket. However, assigning multiple agents to a ticket is also possible and can be of great value for a number of reasons including increasing support worker collaboration towards the resolution of a support case. Once the multiple agents per ticket functionality…
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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. When KBS identifies an email command, validation occurs to ensure that the sender of the email has the appropriate permissions to carry out the requested command. If they do not…
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Configuring Easy Digital Downloads
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. Installation For assistance on installing a…
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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. Not all received emails will contain HTML content. Therefore, if you have HTML selected, Email Support will revert back to the Plain Text content, if no HTML is found. If you…
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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. When you activate KB Support, or create a new submission form, a number of default…
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Ticket Participants
A participant is someone who contributes towards a ticket on behalf of the customer. KB Support allows for an unlimited number of individuals to participate on a single ticket, and in keeping with our unique functionality of enabling guest customers to create and manage tickets, participants can also be guests as well as existing customers.…
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Creating Custom Ticket Statuses
Sometimes the four statuses that are included within KB Support core are not enough to support your workflow and you need to add more. If this applies to you, you can purchase the Custom Ticket Status extension which provides an easy to use GUI interface to add your statuses as well as enabling actions to…
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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. Firstly, if the Restrict Agent Ticket View? option is disabled, all agents will be able to access all tickets, regardless of their role. Likewise, agents that have the…
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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…
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Restricting access to KB Articles
KB Support includes an option for you to restrict access to each KB Article you publish. If an article is restricted, any user attempting to view the article must be logged in to your website. If they are not, they will only see the article excerpt followed by a notice. The remainder of the content,…
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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…
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Service Level Settings
Service Level Settings allow you to define your target response and resolution time for tickets that are received within KB Support. Visual aids then allow you to determine those tickets that are approaching, or have exceeded, their SLA targets. SLA Settings If you do not wish to track service levels, you can leave the Enable SLA Tracking option…
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Using Email to Create New Tickets
You can choose to allow the creation of new tickets from emails that are received. There are a couple of options available to you and you should consider these carefully before enabling. If Open New Tickets is enabled, then Email Support will create a new ticket upon receiving an email if it is unable to associate…
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Adding a Logoff Menu Link
You may wish to add a logoff link to your website to enable your customers to log out once they have finished browsing and/or managing their tickets. KB Support does not add a logoff link, but it is extremely easy to add one yourself should you want to do so. Our recommended approach is to…
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Creating Custom User Fields
Using the user profile hooks WordPress already has, KB Support provides additional hooks that ensure all custom user fields created by any KB Support extension are grouped together under a user profile page header section called KB Support. There are two hooks of interest here; The kbs_user_profile_fields filter is used to determine which custom user profile fields…