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.
Configuring Advanced Ticket Assignment
The Advanced Ticket Assignment extension for KB Support enhances the way in which tickets can be assigned to agents..
The following information will enable you to get up and running in the most optimal way.
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.
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.
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.
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.
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.
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.
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.
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.