Blog - KB Support

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.

The Real-Time Reply Notifications feature within KBS periodically checks to see if any new replies have been added to the ticket you are currently working on. If a new reply is found, a notification is immediately displayed on the screen allowing the agent to reload all replies and review the content of new replies. All without reloading the entire page. So if you were in the middle of composing a new reply or updating the ticket, your work will not be lost.

Real-Time Notifications in Action

Release Notes 07/02/2019

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.

Tips 06/07/2018

Easy Digital Downloads Extension Upgraded

The Easy Digital Downloads extension for KB Support was one of the very first extensions we released just over a year ago now. So with an update due, and now delivered, let’s take a look at what has changed in version 1.1.

Release Notes 23/03/2018

Content Trimming with Email Support

Don’t you find it annoying when the reply you’ve just received from a customer is added to the ticket but it also includes all previous emails that have been exchanged? Or that content their email client has added is also included?

Well with Email Support and its intelligent content trimming engine, you can choose to have it remove such needless information and just capture the content that was intended for you.

Email Support 23/02/2018

KB Support 1.1 released

Almost 7 months since the release of version 1.0, version 1.1 has arrived! This version of KB Support adds further enhancements to an already feature-rich support tool.

News Release Notes 11/09/2017

Writing Effective Knowledge Base Articles

All too frequently, companies do not spend enough time thinking about what the aim of each knowledge base article is

A knowledge base article should serve to allow customers to help themselves when they have a question or do not understand how to achieve their goals with your product(s).

Tips 03/09/2017

KB Support 1.0 released

We’re thrilled to announce the release of KB Support 1.0.

As well as officially closing the beta testing of KB Support, version 1.0 introduces support for some key help desk functionality such as the ability to set and track service level targets for tickets, and the ability to create companies and assign customers to them.

Let’s take a more detailed look at these features, as well as the other changes introduced with version 1.0.

News Release Notes 16/02/2017

KB Support is Officially Released!

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.
Read More

News 30/01/2017