Authentication # Authentication is required for this route and the authenticated user is required to have the ticket manager role. It is recommended that a user with the role of Support Manager or higher is used.
Ticket Categories REST API Route
Authentication # Authentication is only required for this route if you are adding or editing categories. Schema # When working with the Ticket Categories REST API route the following fields can be expected in any responses.
Companies REST API Route
Authentication # Authentication is required for this route and the authenticated user is required to have the ticket manager role. It is recommended that a user with the role of Support Manager or higher is used.
Ticket Source REST API Route
Authentication # Authentication is only required for this route if you are adding or editing sources. Schema # When working with the Ticket Source REST API route the following fields can be expected in any responses.
Configuring Zapier
The Zapier extension for KB Support provides a simple and powerful way to integrate KB Support with 1000+ third party web services and automate common tasks.
Configuring Advanced Ticket Assignment
The Advanced Ticket Assignment extension for KB Support enhances how agent tickets can be assigned. The following information will enable you to get up and running optimally.
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.
Anonymous Replies in Email Support
The Email Support extension for KB Support includes the Anonymous Replies feature. Before we go on, it is important to note that in order to make use of this feature, you must have the participants feature enabled within KB Support.
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.
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) […]