By default, only support workers with the Support Manager role are able to view customer details as well as add and edit customers, however, it is very easy to allow agents to add and edit customers if you need them need to do so.
Enable File Uploads on the Submission Form
The default configuration of KB Support following installation does not enable file uploads via the customer submission form and reply forms. To add a file upload field to your ticket submission form you need to enable file uploads within settings.
Configuring Reply Approvals
The following details will assist you in getting up and running with the Reply Approvals extension. For a detailed overview of the functionality available within this extension, view the Reply Approvals product page.
Removing Post Lock from Tickets
WordPress locks posts whenever they are accessed in order to prevent multiple users from accessing and modifying the post at the same time. This can be a hindrance to a support organisation and therefore, sometimes, it is necessary to enable multiple people to access and work on a ticket at the same time.
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.
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 […]
Configuring Knowledge Base Integrations
Configuring KB Support to utilise your chosen 3rd party knowledge base solution could not be simpler. The following information will enable you to get up and running in no time at all.
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.
Advanced Settings for Ratings and Satisfaction
Similarly to the core KB Support plugin, and its extensions, Ratings and Satisfaction can be customised beyond the options that are available within settings. This document, aimed at our more advanced user base, will detail some of the advanced customisation’s that can be achieved. As always, we highly recommend that any changes are implemented within your […]
Configuring Ratings and Satisfaction
The Ratings and Satisfaction extension allows customers and visitors to easily provide you with valuable feedback on your support services and documentation.