Customers REST API Route
Authentication #
Authentication is required for this route and the authenticated user is required to have the ticket manager role. It is recommended that a user with the role of Support Manager or higher is used.
Ticket Categories REST API Route
Authentication #
Authentication is only required for this route if you are adding or editing categories.
Schema #
When working with the Ticket Categories REST API route the following fields can be expected in any responses.
Companies REST API Route
Authentication #
Authentication is required for this route and the authenticated user is required to have the ticket manager role. It is recommended that a user with the role of Support Manager or higher is used.
Ticket Source REST API Route
Authentication #
Authentication is only required for this route if you are adding or editing sources.
Schema #
When working with the Ticket Source REST API route the following fields can be expected in any responses.
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.
Agent Ticket Access
Whether or not an agent can access a ticket is dependant upon a few factors. These factors have changed since the release of KB Support version 1.3.
Introducing Real-Time Reply Notifications
Ever been working on a reply for a ticket only to hit send and then find out that whilst you were writing your response to the customer, they (or another agent) had added a further reply?
It can be frustrating can’t it? Especially if you’re asking a question that was answered in the time you took to write your reply.
Well, thanks to the release of KB Support version 1.2.8, this is no longer a concern for you, or your team of agents.
Read More
How Ticket Participants Can Enhance the Support Experience for Customers
Sometimes a ticket needs input from multiple people in order to provide the assistance being requested, and with the Ticket Participants feature within KB Support, we provide the perfect solution.
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.