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Agent Ticket Access

Agent

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.

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23/10/2019

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.

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23/10/2019

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) into the search field on the tickets list page prefixed with the # character, and if a match is found, it will be displayed for you.

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31/05/2018

Allow Agents to Add and Edit Customers

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.

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28/10/2017

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.

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03/10/2017

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.

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11/09/2017

Enable Support Worker Ticket Submissions

The default configuration for KB Support restricts support workers from logging tickets via the website front end. It is generally expected that support workers would create tickets on behalf of a customer via the WordPress admin console.

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03/03/2017

Configuring Canned Replies

The Canned Replies extension enables you to store the responses that you most commonly use when replying to customer tickets. Once stored, the canned replies are instantly accessible to agents managing tickets. They can add the reply content with a single click of a button.

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26/02/2017

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.

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03/02/2017

Configuring Email Signatures

The KB Support Email Signatures extension enables each agent to register a custom signature which can be inserted into any of the emails that are sent to a customer regarding a ticket to which the agent is assigned.

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29/01/2017

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Developer Resources

Plugin Boilerplate

Trello Board

GitHub Repository

Ratings & Satisfaction Docs

  • Configuring Ratings and Satisfaction
  • Advanced Settings

Email Support Docs

  • Plugin Requirements
  • Configuring Email Support
  • Creating New Tickets
  • Replying to Closed Tickets
  • Anonymous Replies in Email Support
  • HTML Emails Tags
  • Email Commands
  • Defining IMAP Flags

KBS REST API Docs

  • Using the REST API
  • Tickets REST API Route
  • Replies REST API Route
  • Articles REST API Route
  • Agents REST API Route
  • Customers REST API Route
  • Companies REST API Route
  • Forms REST API Route
  • Form Fields REST API Route
  • Ticket Categories REST API Route
  • Ticket Departments REST API Route
  • Ticket Source REST API Route

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