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.
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.
Sometimes the four statuses that are included within KB Support core are not enough to support your workflow and you need to add more.
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.
The Custom Ticket Status extension for KB Support enables Support Managers and Administrators to define an unlimited number of custom statuses. These statuses can then be assigned to a ticket in addition to the statuses that are provided by the KB Support core plugin.