Template tags are placeholder text that get replaced during processing of content with information that is relevant to the ticket that is being referred to.
KB Support has a number of built-in template tags that can be used within ticket notifications that are sent during ticket creation, reply and closure as well as within the template pages that display content on the front end of your website.
Using the user profile hooks WordPress already has, KB Support provides additional hooks that ensure all custom user fields created by any KB Support extension are grouped together under a user profile page header section called KB Support.
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.
After months of preparation of the core plugin and extensions, I am extremely pleased to announce that KB Support for WordPress is now officially released 🙂
KB Support is a Support / Help Desk tool written entirely for WordPress and includes a built-in Knowledge Base which not only encourages your support agents to document features and frequently asked questions but also presents these solutions to your customers when they are submitting a ticket.
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Licenses are valid for one year from the date of purchase unless otherwise specified during the purchase process.
A valid and active license key is required in order to get updates and support for purchased add-ons and themes. After one year, license keys may be renewed at the current purchase price of a new license.
Updates are included for free for one year. If you have a valid and active license key, and your extension(s) or theme supports it, updates will be delivered automatically via the WordPress dashboard.
If your extension(s) or theme does not support automatic upgrades, then updates can be downloaded from Your Account page.
Support for purchased extensions or themes is provided for one year after the purchase date. If you wish to continue to receive support after one year, you must purchase a new license key for your product.
Support will only be provided if a support ticket is opened via the official ticket form and whilst no guaranteed response or resolution time is given, the KB Support team will do everything possible to respond as soon as possible.
KB Support extensions are sold as automatically recurring subscriptions that renew each year on the anniversary of the purchase date. This applies to all paid-for extension licenses.
This subscription will automatically renew at the end of the annual license term unless the purchaser cancels their subscription prior to the automatic renewal date.
Please note the following details of KB Support extension license subscriptions:
We have every confidence in the stability of our plugins, however, if you have problems getting extensions to work as described, we will be happy to provide a full refund within 30 days of the original purchase date.
After 30 days, no refunds will be given, no exceptions.
Before a refund will be granted, you must allow us to try and help solve any problem you have.
Refunds will be offered at our sole discretion and must meet all of the following conditions fully:
Refunds may take up to 7 days to be processed and will be returned by the same means as the payment was received.
By purchasing plugin(s) from our site, you agree to this refund policy and relinquish any rights to subject it to any questions, judgement or legal actions.
From time to time we may advertise discount codes for use to receive money off of purchases. These discount codes need to be applied during the checkout process in order to be validated and for the discount to be applied.
The KB Support Email Signatures extension enables each agent to register a custom signature which can be inserted into any of the emails that are sent to a customer regarding a ticket to which the agent is assigned.
The Easy Digital Downloads extension for KB Support integrates your EDD store with KB Support to provide a complete sales and support solution for you and your customers.
The following information will enable you to get up and running in the most optimal way for your website and store.
The KBS_ARTICLE_SLUG constant enables you to change the post type slug of the article post type.
By default the slug is article which means that URLs will look like http://yoursite.com/articles/ for the article archive and http://yoursite.com/articles/article-name for individual articles but by defining this constant within your theme’s functions.php file, or any custom plugin file, you can update the slug to be anything you want.
The [kbs_tickets] shortcode provides an interface for your customers to view a list of all tickets that they have previously submitted.
Clicking onto a ticket will open the ticket overview where the customer will be able to view all details regarding the ticket, as well as submit a new reply to the ticket.
You can display a KB Article search form on any page within your website to allow users to easily and quickly search through the KB Articles you have published.
KB Support will check if the articles are restricted and whether or not they should be displayed to the user before rendering the results.
Results will be displayed as determined by your current theme and therefore in the same format as any other search performed upon your website.