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.
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) 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.
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 100 but the next ticket may be 103. With sequential ticket numbers enabled you will ensure that an ID of 101 is assigned to the next ticket.
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.
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.