KB Support includes a vast number of advanced features from the moment you download and install the plugin.
Additional features and functionality can be unlocked by purchasing one of our extensions.
| Feature | Description |
|---|---|
| Unlimited Tickets | No restrictions on the number of tickets |
| Unlimited Agents | No restrictions on the number of agents |
| Guest Submissions | Customers do not need an account to log a ticket or view/manage their tickets (optional). A WordPress user account will never be created for a guest user unless they later decide to register using the same email address, or you as an admin create an account and link their customer account. |
| Ticket Participants | Anyone can be added as a participant to a ticket, existing customer or not. In being added, participants can contribute towards tickets and also receive email updates when a ticket is updated |
| Configurable Submission Forms | No coding required. Our easy to use submission forms interface enables you to add, edit and delete fields quickly and easily. Create as many forms as you need and easily insert them into your webpage using the [kbs_submit] shortcode. |
| Real-Time Reply Notifications | Should a reply be added to a ticket whilst being edited by an agent, they will be notified and given the opportunity to reload the latest replies without refreshing the page |
| Target SLA’s | Define target Service Levels for response and resolution times |
| Integrated Knowledge Base | Not just a support system, but also a documentation repository for your Knowledge Base |
| Solution Suggestions During Submissions | As a customer logs a ticket, automatically searches for, and offers, solutions |
| Create Restricted Articles | So that users must be logged on to view. Set per article |
| Customer Management Interface | Full management of customer profiles |
| Auto Ticket Assignment | Option to auto assign tickets to agents randomly, or to the agent with the least number of active tickets |
| Fully Customisable Emails | Choose to send customer emails as tickets are updated and use email tags to include data regarding their ticket |
| Responsive Customer Pages | Designed to fit in seamlessly with your WordPress theme |
| Templated | Easily customise KB Support generated pages, shortcodes and content |
| Private Notes | Support workers can share information via private notes |
| Restrict Agent Access | Select whether agents can see all tickets, or only those that are unassigned, or assigned to them |
| Restrict Admin Access | Choose whether or not site administrators are agents, and therefore whether or not they can access tickets |