Workflow Archives - KB Support

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.

Zapier is an online automation tool that connects your favourite apps, such as Gmail, Slack, Mailchimp, and more to KB Support. You can connect two or more apps to automate repetitive tasks without coding or relying on developers to build the integration. It’s easy enough that anyone can build their own app workflows with just a few clicks.

Within KB Support, there are triggers and actions available within the Zapier integration. A trigger is an event that is started by KB Support which then triggers another event, in any supported application. An action, is an event that is triggered by another event and sends an instruction to KB Support – such as create or update a ticket.

Use the following information to get up and running with the KB Support Zapier Integration extension.

11/01/2021

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.

23/10/2019

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.

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.

03/10/2017

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.

11/09/2017

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.

11/09/2017

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.

17/03/2017

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.

05/03/2017

Changing Ticket Status Labels

If the default ticket status labels from KB Support do not match your preferred names, you can change them with some simple lines of code.

05/03/2017

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.

26/02/2017