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.
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.
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.
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.
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.
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.
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.