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.
What Can Ticket Participants do?
Once you have enabled participants within the Tickets tab of settings, you can get started with this feature.
Any participant of a ticket may view, update and manage the ticket. Additionally, enabling the Copy Participants option within the Emails tab of settings, will ensure that each participant is notified via email when the ticket is updated.
KB Support will clearly identify participant replies to a ticket for both Support Workers and Customers.
As expected, all of the official KBS extensions support this feature too.
For example, with participants enabled, the Email Support extension will process emails from any of the ticket participants. It can even be configured to automatically assign a user as a participant when an email from them is received.
Adding Participants to a Ticket
Support workers can add participants to tickets by clicking the View Participants action link within the ticket row heading. The participant options are revealed where existing participants are listed and can be easily removed. New participants can be added by selecting an existing KBS customer, or by entering any email address.
Remember, the email address does not have to be that of an existing KBS customer.
Managing Tickets as a Participant
Participants can access tickets using the URL which is provided by the {ticket_url} template tag.
Replies are added by completing the reply form, and when KB Support checks the email address that is required within the form, it will successfully validate if participants are enabled and the address entered exists within the defined list of participants for the ticket. Validation will fail if the email address entered does not match the ticket customer, an existing customer from the same company, or an existing participant of the ticket.
Once submitted, support workers will be able to identify the reply is from a participant when accessing the ticket.
