Efficient customer support is crucial for a successful business. It builds trust and loyalty and keeps customers satisfied. Nowadays, support ticketing systems make their customer service smoother and solve issues. These systems can automatically log customer requests from website forms.

Yet, not all customer inquiries come through automated channels. Some customers may contact the business through phone calls, social media, chat, or forums. This can be challenging to integrate with the ticketing system. In these cases, support agents must manually enter the data to start a support ticket. Sometimes, support agents may even identify issues without the customer’s inquiry.

KB Support is a complete solution for handling customer inquiries. This article will focus on creating a new support ticket in KB Support.

So grab your coffee or beverage of your choice, and let’s do this! ☕

Meet KB Support, a free plugin designed to cater to all your support ticket management needs. KB Support has an easy-to-use interface and many useful features. It’s great for businesses of all sizes and helps streamline support processes.

No matter if you’re starting out or already a big company. This plugin gives you all the essential tools to manage support tickets effectively.

KB Support provides a hassle-free and robust support ticket system for free. It’s perfect for logging tickets from forms or inputting data from various channels.

Here are some key features of KB Support’s free version (which we will be using in this article):

  • Effortlessly handle and personalize submission forms without the need for coding.
  • Enable guest submission support for customers to manage support tickets without an account. It ensures a hassle-free experience.
  • Put in place sequential ticket numbers for organized and systematic ticket tracking.
  • Stay informed with timely email notifications that update everyone about recent ticket events.
  • Ensure confidentiality and privacy using restricted access options. Only designated agents and the assigned customer can view tickets and correspondence.
  • Experience a fully responsive and visually appealing front-end design. Customers can easily manage their own tickets.
  • Improve knowledge base control by limiting access to logged-in users only.

Installing and Activating KB Support

The first step is having KB Support installed and activated on your WordPress site.

Installing KB Support is very easy! Head to your WordPress Dashboard, then click on Plugins > Add New.

The page will redirect you to another page where you can search for the plugin.

Type KB Support in the search bar in the top right corner. You should find the right plugin in the first search result. WPChill develops KB Support, so make sure it’s the correct plugin.

Once you locate it, click on the Install Now button. After completing the installation, you will notice an Activate button. Make sure to click on it again to activate the plugin.

Once you activate the plugin, you will see a new Tickets menu item in your WordPress dashboard. Here you can configure the plugin settings. You can also create tickets and manage your knowledge base.

Creating a New Support Ticket Manually

Now it’s time to create the actual ticket. Head to your WordPress Dashboard, then press Tickets > Open Ticket.

The page will redirect you to the ticket creation page. You will see a blank page that you have to fill in.

Adding Title and Description

You need to ensure your support ticket is promptly and accurately addressed. The first step is crafting a concise title that briefly describes the issue or query. A well-defined title helps support agents quickly identify the nature of the ticket. It also aids in efficient ticket management.

You can fill in the title and description in the highlighted image below:

Consider the following guidelines when creating your ticket title:

  • Use specific keywords related to your problem so it’s easy to find.
  • Avoid vague titles like “Help Needed” – they don’t give enough info.

Next, give a detailed description of your customer’s needs. This is your chance to spill all the beans, so your support team can tackle the issue head-on!

Consider including the following in your description:

  • A thorough explanation of your problem or the help you need.
  • Any steps you have already taken to troubleshoot the issue.
  • Relevant account or order details to help support agents access necessary information.

With all this info, your support agents can work magic and give precise solutions. That way, they can fix things faster and save you from back-and-forth chats! 🚀

Choosing the Ticket Status

Knowing the different ticket statuses is key to effectively managing your support requests. Think of it as a secret code that informs your support agents about the status of your request. It also helps them focus on tasks effectively. So, it’s all about keeping things organized and moving forward smoothly! 🚀

With KBSupport, you have three ticket statuses on the right side of the screen: Open, On Hold, and Closed.

  • Open: This status is for new and unresolved issues. Signals that you are seeking help and support agents can promptly attend to your request.
  • On Hold: Use the “On Hold” status when the tickets need more information. This status prevents closing your ticket prematurely. It ensures you gather all necessary details before proceeding.
  • Closed: This status is for when a support request is successfully resolved. But, if you reencounter the same issue or need further help, you can reopen the ticket.

The plugin’s settings allow users to create custom ticket statuses. It makes use of the extension called “Custom Ticket Status.”

Assigning a Customer

Ensuring the ticket goes to the right customer is a big deal in keeping our support game on point!

Support agents can access customer history, preferences, and relevant account information. They do so by associating the ticket with the right customer.

To assign a new customer, select them from the drop-down on the right side of the screen. You can even start typing their name in the search bar.

To begin adding a new customer, select “Add New” under the customer selection drop-down.

A new window will pop up where you can start typing your customer’s name and email address. Once you have finished, click on the Create Customer button.

Selecting the Ticket Source

Selecting the right ticket source is vital for tracking and managing support requests. The ticket source shows where the ticket came from. It’s all about staying organized and on top of things!

Here are five default ticket sources: Email, Other, REST API, Telephone, and Website.

It helps support agents quickly identify the channel where the request came from—allowing them to provide tailored help to the customers.

You can customize the ticket sources further by going to Tickets > Ticket Sources.

Here you can add a new ticket source on the left side of the screen. Make sure to give it a name, a slug, and a short description.

Or you can click on a pre-existing ticket source from the list on the right side to edit it. Once you finish editing, click on the Update button.

Assigning an Agent

Support agents are the rockstars of customer support! When a ticket lands on their desk, they swing into action, addressing and resolving it like champs.

Here’s the cool part: you can make sure each ticket goes to the perfect agent for the job. That way, you get super fast and efficient help from someone who knows their stuff inside out!

Your specialized support agents can deliver top-notch solutions tailored just for your customers. It’s all about getting the best support experience possible! 

You may select an agent from the Assignment section on the right side of the screen. Remember that you must create users for your support agents so they can show up here.

You can add new users from your WordPress Dashboard > Users. Furthermore, use specific plugins to create custom roles for your support agents.

Putting the Ticket into Categories

Do you know what’s crucial for keeping things organized? Categorizing tickets! It’s like giving each ticket a helpful label.

By doing this, support agents can instantly figure out what the ticket is all about. They can handle urgent stuff immediately and manage everything in a structured way. It’s all about making support management a breeze! 🌪️

You will find categories in their own section on the right side of the screen. You have two subsections: All Ticket Categories and Most Used.

By default, you won’t have any categories displayed. You’ll need to create some first. To create a category, click on the Add New Ticket Category link.

Once you click on that, some new fields will appear right underneath:

Give it a suggestive name and assign it a parent category if needed. Once you have finished, click the Add New Ticket Category button.

You need to consider your categories and hierarchy to organize your tickets better. Some typical categories may include:

  • Billing: For issues related to payment, invoices, and billing inquiries.
  • Technical Issue: To report bugs, errors, or problems with a product or service.
  • Feature Request: For suggesting new features or improvements to existing offerings.
  • General Inquiry: For non-technical questions or general information requests.

But you can add many more and even very specific ones. Once you created the categories, pick the one that aligns with the nature of your support ticket.

Assigning Tags to the Ticket

Tags are helpful labels that help sort and group tickets based on specific keywords or themes.  They make things much easier for support agents to search for info or filter tickets. So, it’s all about smooth sailing and finding what they need with a snap!

When adding tags to your ticket, consider the following tips:

  • Use relevant keywords that briefly describe the issue or topic.
  • Avoid overusing tags; focus on the most crucial keywords.
  • Use consistent tags for similar issues to ensure proper categorization.

You can add tags from the Tags section on the right side of the screen:

You can start typing tags in the empty field. Separate tags with a comma if you want to add more tags. As a bonus, you can pick tags from the most used ticket tags to speed up your process.

Submitting the Ticket

Before submitting the ticket, take a moment to review all the entered information. Double-check every field for accuracy and completeness.

A well-organized support ticket allows the support agents to address the request effectively.

Once you have carefully reviewed all the ticket details, it’s time to submit the ticket. Click the “Add Ticket” button to start the ticket creation process within KB Support.

The window will update with the submitted ticket and all the details in the center of the screen.

From here, you can reply to the ticket and leave notes for later if needed.

Wrapping up…

And there you have it! You’re now all set to rock your customer support game! Creating a support ticket manually in KB Support is super easy. It’s a must-do for delivering exceptional customer service.

Follow the simple steps in this guide, and you’ll see how you can supercharge your support agents. They’ll efficiently handle support requests, making your brand look like a pro!

Remember, don’t skimp on the ticket details! Please give it a suggestive title and a clear description. Make sure everything is properly categorized and tagged. This way, you’re all set for a successful support ticket!

KB Support is your secret weapon for building stronger customer relationships. Your customers will love the outstanding support experience you’re going to deliver. So, embrace this powerful WordPress plugin and watch your brand’s reputation soar!

Get ready to elevate your support efforts to new heights. Your customers will be singing your praises, and you’ll be the leader in customer care. Happy ticketing, and enjoy the journey! 🚀

Published by Diana Alecu

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