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.
|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|