Support

Getting Started	FAQs	Advanced
Shortcodes KB Article Front End Widgets Template Tags The Plugin Pages Global KB Article Settings Restricting access to KB Articles Service Level Settings Assigning Multiple Agents to a Ticket Enable File Uploads on the Submission Form Adding Google reCAPTCHA Fields	Ticket Status Overview Enabling Sequential Ticket Numbers Plugin Terms and Conditions How to add Ticket Form Fields Installing Extensions Working with Caching Plugins Increasing the Maximum File Size for Uploads Adding a Logoff Menu Link Removing Post Lock from Tickets Allow Agents to Add and Edit Customers How to Change Front End Messages Searching for Tickets by ID or Number How to Hide Default Form Fields Replying to Closed Tickets via Email Email Support Email Commands Agent Ticket Access HTML Emails Tags	Creating Custom Ticket Statuses Advanced Settings for Ratings and Satisfaction Change Global Labels Changing Ticket Status Labels Removing Post Lock from Tickets Allow Agents to Add and Edit Customers How to Change Front End Messages IMAP Options in Email Support Using the REST API Customising Template Files

Shortcodes	Extensions	Developer Docs
Email Support Email Commands Shortcode You must log in to manage your profile. Log into Your Account Username or Email Password Lost Password? Shortcode Register New Account First Name Last Name Email Address Password Confirm Password Shortcode You must log in to view your tickets. Log into Your Account Username or Email Password Lost Password? Shortcode Shortcodes KB Support includes a number of shortcodes that can be used to display various information from the plugin, such as a ticket submission form, a support ticket management page, a customised list of articles, registration and login forms, and more. KB Article Front End Widgets KB Support includes two widgets which enable you to easily display information for KB Articles on the front end of your website within a page sidebar. KB Articles Categories / Tags Widget This widget enables you to display a list of categories or tags for your KB Articles. The widget displays the title of each category… Template Tags Template tags are placeholder text that get replaced during processing of content with information that is relevant to the ticket that is being referred to. KB Support has a number of built-in template tags that can be used within ticket notifications that are sent during ticket creation, reply and closure as well as within the… Submission form not found Shortcode An overview of the Submission form not found shortcode which can be utilised to display a submission form an any page within your website. Log into Your Account Username or Email Password Lost Password? Shortcode You may wish to display a login form for users that elect to create an account during registration, whilst logging a support ticket or at any other time. KB Support enables you to display a simple login form with the Log into Your Account Username or Email Password Lost Password? shortcode. A user can then login by entering their username (or email address) and password combination. The Log into Your Account Username or Email Password Lost Password? shortcode should… The Plugin Pages During activation, KB Support creates pages that are necessary for your customers to submit new tickets, and manage existing tickets. Submission Page The submission page is the page that displays your ticket submission form and enables your customers to submit new support tickets. This page contains the shortcode Submission form not found. Tickets Page The tickets page is where… Shortcodes KB Support includes a number of shortcodes that can be used to display various information from the plugin, such as a ticket submission form, a support ticket management page, a customised list of articles, registration and login forms, and more. KB Article Front End Widgets KB Support includes two widgets which enable you to easily display information for KB Articles on the front end of your website within a page sidebar. KB Articles Categories / Tags Widget This widget enables you to display a list of categories or tags for your KB Articles. The widget displays the title of each category… Template Tags Template tags are placeholder text that get replaced during processing of content with information that is relevant to the ticket that is being referred to. KB Support has a number of built-in template tags that can be used within ticket notifications that are sent during ticket creation, reply and closure as well as within the… [kbs_submit] Shortcode An overview of the [kbs_submit] shortcode which can be utilised to display a submission form an any page within your website. [kbs_login] Shortcode You may wish to display a login form for users that elect to create an account during registration, whilst logging a support ticket or at any other time. KB Support enables you to display a simple login form with the [kbs_login] shortcode. A user can then login by entering their username (or email address) and password combination. The [kbs_login] shortcode should… The Plugin Pages During activation, KB Support creates pages that are necessary for your customers to submit new tickets, and manage existing tickets. Submission Page The submission page is the page that displays your ticket submission form and enables your customers to submit new support tickets. This page contains the shortcode [kbs_submit]. Tickets Page The tickets page is where… [kbs_articles] Shortcode The [kbs_articles] shortcode enables you to display a customised list of articles anywhere on your web page. You can customise the list of articles to be displayed with a variety of shortcode options Ticket Status Overview By default, KB Support has the following possible statuses which can be assigned to a ticket... New - Ticket has yet to be reviewed by an agent. This status is assigned to tickets received via a submission form.This status cannot be manually assigned to an existing ticket Open - The ticket has been reviewed and is actively being worked… [kbs_tickets] Shortcode The [kbs_tickets] shortcode provides an interface for your customers to view a list of all tickets that they have previously submitted. Clicking onto a ticket will open the ticket overview where the customer will be able to view all details regarding the ticket, as well as submit a new reply to the ticket. Whilst an… Enabling Sequential Ticket Numbers Enabling the sequential ticket numbers option ensures that all KBS tickets are in sequential order. By default, the WordPress post ID will be used as ticket ID's but this results in gaps within the number sequence due to the way in which WordPress works. For example, your first ticket may be assigned an ID of… [kbs_register] Shortcode You can display a user registration form for to allow users to register an account on your site. KB Support will determine if the user is an existing customer, and if they are, it will automatically link their customer account to this account. The [kbs_register] shortcode should be added on a page that you want to act as the… [kbs_profile_editor] Shortcode You can enable your customers to update their profile information such as their first, last and display name, their email address and more by placing the [kbs_profile_editor] shortcode on your page. The [kbs_profile_editor] shortcode is designed for use within a page such as a Your Account page which the customer can access via your website menu. [heading element="h2" style="bordered" remove_margins=""]Usage[/heading] [kbs_profile_editor] The… Global KB Article Settings These settings define the default behaviour for KB Articles published on your website. Access KB Article settings via Tickets -> Settings and clicking on the KB Articles tab. General KB Article Settings Restrict KB Articles Enabling this option will enable the Restrict Access option for all new KB Articles. You can adjust this option per KB Article Show Register / Login Form?… Plugin Terms and Conditions [kbs-custom-terms] How to add Ticket Form Fields Perhaps the default fields created during install are not enough and you need to capture more information when a customer submits their ticket. Adding (and editing) fields for a submission form is very easy. From the Tickets -> Submission Forms menu page, select to either edit an existing form, or create a new one. Adding a new Form… Restricting access to KB Articles KB Support includes an option for you to restrict access to each KB Article you publish. If an article is restricted, any user attempting to view the article must be logged in to your website. If they are not, they will only see the article excerpt followed by a notice. The remainder of the content,… Installing Extensions Installing extensions for KB Support that have been purchased from the plugin store, is quick and easy although the process differs slightly to those that you can download and install directly from the WordPress.org plugin repository. Download your Files Once you have completed your purchase, you will receive a confirmation email with a link to download your… [kbs_search] Shortcode The [kbs_search] shortcode allows you to insert a search form into pages on your website so users can search through the articles available Creating Custom User Fields Using the user profile hooks WordPress already has, KB Support provides additional hooks that ensure all custom user fields created by any KB Support extension are grouped together under a user profile page header section called KB Support. There are two hooks of interest here; The kbs_user_profile_fields filter is used to determine which custom user profile fields… Service Level Settings Service Level Settings allow you to define your target response and resolution time for tickets that are received within KB Support. Visual aids then allow you to determine those tickets that are approaching, or have exceeded, their SLA targets. SLA Settings If you do not wish to track service levels, you can leave the Enable SLA Tracking option… Shortcode The Shortcodes KB Support includes a number of shortcodes that can be used to display various information from the plugin, such as a ticket submission form, a support ticket management page, a customised list of articles, registration and login forms, and more. KB Article Front End Widgets KB Support includes two widgets which enable you to easily display information for KB Articles on the front end of your website within a page sidebar. KB Articles Categories / Tags Widget This widget enables you to display a list of categories or tags for your KB Articles. The widget displays the title of each category… Template Tags Template tags are placeholder text that get replaced during processing of content with information that is relevant to the ticket that is being referred to. KB Support has a number of built-in template tags that can be used within ticket notifications that are sent during ticket creation, reply and closure as well as within the… [kbs_submit] Shortcode An overview of the [kbs_submit] shortcode which can be utilised to display a submission form an any page within your website. [kbs_login] Shortcode You may wish to display a login form for users that elect to create an account during registration, whilst logging a support ticket or at any other time. KB Support enables you to display a simple login form with the [kbs_login] shortcode. A user can then login by entering their username (or email address) and password combination. The [kbs_login] shortcode should… The Plugin Pages During activation, KB Support creates pages that are necessary for your customers to submit new tickets, and manage existing tickets. Submission Page The submission page is the page that displays your ticket submission form and enables your customers to submit new support tickets. This page contains the shortcode [kbs_submit]. Tickets Page The tickets page is where… [kbs_articles] Shortcode The [kbs_articles] shortcode enables you to display a customised list of articles anywhere on your web page. You can customise the list of articles to be displayed with a variety of shortcode options Ticket Status Overview By default, KB Support has the following possible statuses which can be assigned to a ticket... New - Ticket has yet to be reviewed by an agent. This status is assigned to tickets received via a submission form.This status cannot be manually assigned to an existing ticket Open - The ticket has been reviewed and is actively being worked… [kbs_tickets] Shortcode The [kbs_tickets] shortcode provides an interface for your customers to view a list of all tickets that they have previously submitted. Clicking onto a ticket will open the ticket overview where the customer will be able to view all details regarding the ticket, as well as submit a new reply to the ticket. Whilst an… Enabling Sequential Ticket Numbers Enabling the sequential ticket numbers option ensures that all KBS tickets are in sequential order. By default, the WordPress post ID will be used as ticket ID's but this results in gaps within the number sequence due to the way in which WordPress works. For example, your first ticket may be assigned an ID of… [kbs_register] Shortcode You can display a user registration form for to allow users to register an account on your site. KB Support will determine if the user is an existing customer, and if they are, it will automatically link their customer account to this account. The [kbs_register] shortcode should be added on a page that you want to act as the… [kbs_profile_editor] Shortcode You can enable your customers to update their profile information such as their first, last and display name, their email address and more by placing the [kbs_profile_editor] shortcode on your page. The [kbs_profile_editor] shortcode is designed for use within a page such as a Your Account page which the customer can access via your website menu. [heading element="h2" style="bordered" remove_margins=""]Usage[/heading] [kbs_profile_editor] The… Global KB Article Settings These settings define the default behaviour for KB Articles published on your website. Access KB Article settings via Tickets -> Settings and clicking on the KB Articles tab. General KB Article Settings Restrict KB Articles Enabling this option will enable the Restrict Access option for all new KB Articles. You can adjust this option per KB Article Show Register / Login Form?… Plugin Terms and Conditions [kbs-custom-terms] How to add Ticket Form Fields Perhaps the default fields created during install are not enough and you need to capture more information when a customer submits their ticket. Adding (and editing) fields for a submission form is very easy. From the Tickets -> Submission Forms menu page, select to either edit an existing form, or create a new one. Adding a new Form… Restricting access to KB Articles KB Support includes an option for you to restrict access to each KB Article you publish. If an article is restricted, any user attempting to view the article must be logged in to your website. If they are not, they will only see the article excerpt followed by a notice. The remainder of the content,… Installing Extensions Installing extensions for KB Support that have been purchased from the plugin store, is quick and easy although the process differs slightly to those that you can download and install directly from the WordPress.org plugin repository. Download your Files Once you have completed your purchase, you will receive a confirmation email with a link to download your… [kbs_search] Shortcode The [kbs_search] shortcode allows you to insert a search form into pages on your website so users can search through the articles available Creating Custom User Fields Using the user profile hooks WordPress already has, KB Support provides additional hooks that ensure all custom user fields created by any KB Support extension are grouped together under a user profile page header section called KB Support. There are two hooks of interest here; The kbs_user_profile_fields filter is used to determine which custom user profile fields… Service Level Settings Service Level Settings allow you to define your target response and resolution time for tickets that are received within KB Support. Visual aids then allow you to determine those tickets that are approaching, or have exceeded, their SLA targets. SLA Settings If you do not wish to track service levels, you can leave the Enable SLA Tracking option… shortcode enables you to display a customised list of articles anywhere on your web page. You can customise the list of articles to be displayed with a variety of shortcode options Ticket Status Overview By default, KB Support has the following possible statuses which can be assigned to a ticket… New – Ticket has yet to be reviewed by an agent. This status is assigned to tickets received via a submission form.This status cannot be manually assigned to an existing ticket Open – The ticket has been reviewed and is actively being worked… You must log in to view your tickets. Log into Your Account Username or Email Password Lost Password? Shortcode The You must log in to view your tickets. Log into Your Account Username or Email Password Lost Password? shortcode provides an interface for your customers to view a list of all tickets that they have previously submitted. Clicking onto a ticket will open the ticket overview where the customer will be able to view all details regarding the ticket, as well as submit a new reply to the ticket. Whilst an… Enabling Sequential Ticket Numbers Enabling the sequential ticket numbers option ensures that all KBS tickets are in sequential order. By default, the WordPress post ID will be used as ticket ID’s but this results in gaps within the number sequence due to the way in which WordPress works. For example, your first ticket may be assigned an ID of… Register New Account First Name Last Name Email Address Password Confirm Password Shortcode You can display a user registration form for to allow users to register an account on your site. KB Support will determine if the user is an existing customer, and if they are, it will automatically link their customer account to this account. The Register New Account First Name Last Name Email Address Password Confirm Password shortcode should be added on a page that you want to act as the… You must log in to manage your profile. Log into Your Account Username or Email Password Lost Password? Shortcode You can enable your customers to update their profile information such as their first, last and display name, their email address and more by placing the You must log in to manage your profile. Log into Your Account Username or Email Password Lost Password? shortcode on your page. The You must log in to manage your profile. Log into Your Account Username or Email Password Lost Password? shortcode is designed for use within a page such as a Your Account page which the customer can access via your website menu. [heading element=”h2″ style=”bordered” remove_margins=””]Usage[/heading] You must log in to manage your profile. Log into Your Account Username or Email Password Lost Password? The… Global KB Article Settings These settings define the default behaviour for KB Articles published on your website. Access KB Article settings via Tickets -> Settings and clicking on the KB Articles tab. General KB Article Settings Restrict KB Articles Enabling this option will enable the Restrict Access option for all new KB Articles. You can adjust this option per KB Article Show Register / Login Form?… Plugin Terms and Conditions [kbs-custom-terms] How to add Ticket Form Fields Perhaps the default fields created during install are not enough and you need to capture more information when a customer submits their ticket. Adding (and editing) fields for a submission form is very easy. From the Tickets -> Submission Forms menu page, select to either edit an existing form, or create a new one. Adding a new Form… Restricting access to KB Articles KB Support includes an option for you to restrict access to each KB Article you publish. If an article is restricted, any user attempting to view the article must be logged in to your website. If they are not, they will only see the article excerpt followed by a notice. The remainder of the content,… Installing Extensions Installing extensions for KB Support that have been purchased from the plugin store, is quick and easy although the process differs slightly to those that you can download and install directly from the WordPress.org plugin repository. Download your Files Once you have completed your purchase, you will receive a confirmation email with a link to download your… Shortcode The shortcode allows you to insert a search form into pages on your website so users can search through the articles available Creating Custom User Fields Using the user profile hooks WordPress already has, KB Support provides additional hooks that ensure all custom user fields created by any KB Support extension are grouped together under a user profile page header section called KB Support. There are two hooks of interest here; The kbs_user_profile_fields filter is used to determine which custom user profile fields… Service Level Settings Service Level Settings allow you to define your target response and resolution time for tickets that are received within KB Support. Visual aids then allow you to determine those tickets that are approaching, or have exceeded, their SLA targets. SLA Settings If you do not wish to track service levels, you can leave the Enable SLA Tracking option… Shortcode Log into Your Account Username or Email Password Lost Password? Shortcode Submission form not found Shortcode	Software License Renewals for Extensions Advanced Settings for Ratings and Satisfaction Configuring Ratings and Satisfaction Updating Premium Extensions Configuring Email Support Configuring Easy Digital Downloads Configuring Canned Replies Configuring MailChimp Integration Configuring Knowledge Base Integrations Configuring WooCommerce Configuring Custom Ticket Status Configuring Advanced Ticket Assignment Configuring Email Signatures Configuring Reply Approvals Configuring Zapier	Creating Custom User Fields Enable Support Worker Ticket Submissions Advanced Settings for Ratings and Satisfaction Plugin Extension Boilerplate Change Global Labels KBS_ARTICLE_SLUG Changing Ticket Status Labels Allow Agents to Add and Edit Customers How to Change Front End Messages IMAP Options in Email Support Using the REST API Form Fields REST API Route Forms REST API Route Tickets REST API Route Customising Template Files Articles REST API Route Ticket Source REST API Route Customers REST API Route Replies REST API Route Agents REST API Route

REST API	Popular Articles	Recently Published
Articles REST API Route Agents REST API Route Companies REST API Route Ticket Categories REST API Route Ticket Departments REST API Route Ticket Source REST API Route Form Fields REST API Route Forms REST API Route Using the REST API Tickets REST API Route	Shortcodes KB Article Front End Widgets Template Tags Submission form not found Shortcode Log into Your Account Username or Email Password Lost Password? Shortcode The Plugin Pages Shortcodes KB Support includes a number of shortcodes that can be used to display various information from the plugin, such as a ticket submission form, a support ticket management page, a customised list of articles, registration and login forms, and more. KB Article Front End Widgets KB Support includes two widgets which enable you to easily display information for KB Articles on the front end of your website within a page sidebar. KB Articles Categories / Tags Widget This widget enables you to display a list of categories or tags for your KB Articles. The widget displays the title of each category… Template Tags Template tags are placeholder text that get replaced during processing of content with information that is relevant to the ticket that is being referred to. KB Support has a number of built-in template tags that can be used within ticket notifications that are sent during ticket creation, reply and closure as well as within the… Submission form not found Shortcode An overview of the Submission form not found shortcode which can be utilised to display a submission form an any page within your website. Log into Your Account Username or Email Password Lost Password? Shortcode You may wish to display a login form for users that elect to create an account during registration, whilst logging a support ticket or at any other time. KB Support enables you to display a simple login form with the Log into Your Account Username or Email Password Lost Password? shortcode. A user can then login by entering their username (or email address) and password combination. The Log into Your Account Username or Email Password Lost Password? shortcode should… The Plugin Pages During activation, KB Support creates pages that are necessary for your customers to submit new tickets, and manage existing tickets. Submission Page The submission page is the page that displays your ticket submission form and enables your customers to submit new support tickets. This page contains the shortcode Submission form not found. Tickets Page The tickets page is where… Shortcodes KB Support includes a number of shortcodes that can be used to display various information from the plugin, such as a ticket submission form, a support ticket management page, a customised list of articles, registration and login forms, and more. KB Article Front End Widgets KB Support includes two widgets which enable you to easily display information for KB Articles on the front end of your website within a page sidebar. KB Articles Categories / Tags Widget This widget enables you to display a list of categories or tags for your KB Articles. The widget displays the title of each category… Template Tags Template tags are placeholder text that get replaced during processing of content with information that is relevant to the ticket that is being referred to. KB Support has a number of built-in template tags that can be used within ticket notifications that are sent during ticket creation, reply and closure as well as within the… [kbs_submit] Shortcode An overview of the [kbs_submit] shortcode which can be utilised to display a submission form an any page within your website. [kbs_login] Shortcode You may wish to display a login form for users that elect to create an account during registration, whilst logging a support ticket or at any other time. KB Support enables you to display a simple login form with the [kbs_login] shortcode. A user can then login by entering their username (or email address) and password combination. The [kbs_login] shortcode should… The Plugin Pages During activation, KB Support creates pages that are necessary for your customers to submit new tickets, and manage existing tickets. Submission Page The submission page is the page that displays your ticket submission form and enables your customers to submit new support tickets. This page contains the shortcode [kbs_submit]. Tickets Page The tickets page is where… [kbs_articles] Shortcode The [kbs_articles] shortcode enables you to display a customised list of articles anywhere on your web page. You can customise the list of articles to be displayed with a variety of shortcode options Ticket Status Overview By default, KB Support has the following possible statuses which can be assigned to a ticket... New - Ticket has yet to be reviewed by an agent. This status is assigned to tickets received via a submission form.This status cannot be manually assigned to an existing ticket Open - The ticket has been reviewed and is actively being worked… [kbs_tickets] Shortcode The [kbs_tickets] shortcode provides an interface for your customers to view a list of all tickets that they have previously submitted. Clicking onto a ticket will open the ticket overview where the customer will be able to view all details regarding the ticket, as well as submit a new reply to the ticket. Whilst an… Enabling Sequential Ticket Numbers Enabling the sequential ticket numbers option ensures that all KBS tickets are in sequential order. By default, the WordPress post ID will be used as ticket ID's but this results in gaps within the number sequence due to the way in which WordPress works. For example, your first ticket may be assigned an ID of… [kbs_register] Shortcode You can display a user registration form for to allow users to register an account on your site. KB Support will determine if the user is an existing customer, and if they are, it will automatically link their customer account to this account. The [kbs_register] shortcode should be added on a page that you want to act as the… [kbs_profile_editor] Shortcode You can enable your customers to update their profile information such as their first, last and display name, their email address and more by placing the [kbs_profile_editor] shortcode on your page. The [kbs_profile_editor] shortcode is designed for use within a page such as a Your Account page which the customer can access via your website menu. [heading element="h2" style="bordered" remove_margins=""]Usage[/heading] [kbs_profile_editor] The… Global KB Article Settings These settings define the default behaviour for KB Articles published on your website. Access KB Article settings via Tickets -> Settings and clicking on the KB Articles tab. General KB Article Settings Restrict KB Articles Enabling this option will enable the Restrict Access option for all new KB Articles. You can adjust this option per KB Article Show Register / Login Form?… Plugin Terms and Conditions [kbs-custom-terms] How to add Ticket Form Fields Perhaps the default fields created during install are not enough and you need to capture more information when a customer submits their ticket. Adding (and editing) fields for a submission form is very easy. From the Tickets -> Submission Forms menu page, select to either edit an existing form, or create a new one. Adding a new Form… Restricting access to KB Articles KB Support includes an option for you to restrict access to each KB Article you publish. If an article is restricted, any user attempting to view the article must be logged in to your website. If they are not, they will only see the article excerpt followed by a notice. The remainder of the content,… Installing Extensions Installing extensions for KB Support that have been purchased from the plugin store, is quick and easy although the process differs slightly to those that you can download and install directly from the WordPress.org plugin repository. Download your Files Once you have completed your purchase, you will receive a confirmation email with a link to download your… [kbs_search] Shortcode The [kbs_search] shortcode allows you to insert a search form into pages on your website so users can search through the articles available Creating Custom User Fields Using the user profile hooks WordPress already has, KB Support provides additional hooks that ensure all custom user fields created by any KB Support extension are grouped together under a user profile page header section called KB Support. There are two hooks of interest here; The kbs_user_profile_fields filter is used to determine which custom user profile fields… Service Level Settings Service Level Settings allow you to define your target response and resolution time for tickets that are received within KB Support. Visual aids then allow you to determine those tickets that are approaching, or have exceeded, their SLA targets. SLA Settings If you do not wish to track service levels, you can leave the Enable SLA Tracking option… Shortcode The Shortcodes KB Support includes a number of shortcodes that can be used to display various information from the plugin, such as a ticket submission form, a support ticket management page, a customised list of articles, registration and login forms, and more. KB Article Front End Widgets KB Support includes two widgets which enable you to easily display information for KB Articles on the front end of your website within a page sidebar. KB Articles Categories / Tags Widget This widget enables you to display a list of categories or tags for your KB Articles. The widget displays the title of each category… Template Tags Template tags are placeholder text that get replaced during processing of content with information that is relevant to the ticket that is being referred to. KB Support has a number of built-in template tags that can be used within ticket notifications that are sent during ticket creation, reply and closure as well as within the… [kbs_submit] Shortcode An overview of the [kbs_submit] shortcode which can be utilised to display a submission form an any page within your website. [kbs_login] Shortcode You may wish to display a login form for users that elect to create an account during registration, whilst logging a support ticket or at any other time. KB Support enables you to display a simple login form with the [kbs_login] shortcode. A user can then login by entering their username (or email address) and password combination. The [kbs_login] shortcode should… The Plugin Pages During activation, KB Support creates pages that are necessary for your customers to submit new tickets, and manage existing tickets. Submission Page The submission page is the page that displays your ticket submission form and enables your customers to submit new support tickets. This page contains the shortcode [kbs_submit]. Tickets Page The tickets page is where… [kbs_articles] Shortcode The [kbs_articles] shortcode enables you to display a customised list of articles anywhere on your web page. You can customise the list of articles to be displayed with a variety of shortcode options Ticket Status Overview By default, KB Support has the following possible statuses which can be assigned to a ticket... New - Ticket has yet to be reviewed by an agent. This status is assigned to tickets received via a submission form.This status cannot be manually assigned to an existing ticket Open - The ticket has been reviewed and is actively being worked… [kbs_tickets] Shortcode The [kbs_tickets] shortcode provides an interface for your customers to view a list of all tickets that they have previously submitted. Clicking onto a ticket will open the ticket overview where the customer will be able to view all details regarding the ticket, as well as submit a new reply to the ticket. Whilst an… Enabling Sequential Ticket Numbers Enabling the sequential ticket numbers option ensures that all KBS tickets are in sequential order. By default, the WordPress post ID will be used as ticket ID's but this results in gaps within the number sequence due to the way in which WordPress works. For example, your first ticket may be assigned an ID of… [kbs_register] Shortcode You can display a user registration form for to allow users to register an account on your site. KB Support will determine if the user is an existing customer, and if they are, it will automatically link their customer account to this account. The [kbs_register] shortcode should be added on a page that you want to act as the… [kbs_profile_editor] Shortcode You can enable your customers to update their profile information such as their first, last and display name, their email address and more by placing the [kbs_profile_editor] shortcode on your page. The [kbs_profile_editor] shortcode is designed for use within a page such as a Your Account page which the customer can access via your website menu. [heading element="h2" style="bordered" remove_margins=""]Usage[/heading] [kbs_profile_editor] The… Global KB Article Settings These settings define the default behaviour for KB Articles published on your website. Access KB Article settings via Tickets -> Settings and clicking on the KB Articles tab. General KB Article Settings Restrict KB Articles Enabling this option will enable the Restrict Access option for all new KB Articles. You can adjust this option per KB Article Show Register / Login Form?… Plugin Terms and Conditions [kbs-custom-terms] How to add Ticket Form Fields Perhaps the default fields created during install are not enough and you need to capture more information when a customer submits their ticket. Adding (and editing) fields for a submission form is very easy. From the Tickets -> Submission Forms menu page, select to either edit an existing form, or create a new one. Adding a new Form… Restricting access to KB Articles KB Support includes an option for you to restrict access to each KB Article you publish. If an article is restricted, any user attempting to view the article must be logged in to your website. If they are not, they will only see the article excerpt followed by a notice. The remainder of the content,… Installing Extensions Installing extensions for KB Support that have been purchased from the plugin store, is quick and easy although the process differs slightly to those that you can download and install directly from the WordPress.org plugin repository. Download your Files Once you have completed your purchase, you will receive a confirmation email with a link to download your… [kbs_search] Shortcode The [kbs_search] shortcode allows you to insert a search form into pages on your website so users can search through the articles available Creating Custom User Fields Using the user profile hooks WordPress already has, KB Support provides additional hooks that ensure all custom user fields created by any KB Support extension are grouped together under a user profile page header section called KB Support. There are two hooks of interest here; The kbs_user_profile_fields filter is used to determine which custom user profile fields… Service Level Settings Service Level Settings allow you to define your target response and resolution time for tickets that are received within KB Support. Visual aids then allow you to determine those tickets that are approaching, or have exceeded, their SLA targets. SLA Settings If you do not wish to track service levels, you can leave the Enable SLA Tracking option… shortcode enables you to display a customised list of articles anywhere on your web page. You can customise the list of articles to be displayed with a variety of shortcode options Ticket Status Overview By default, KB Support has the following possible statuses which can be assigned to a ticket… New – Ticket has yet to be reviewed by an agent. This status is assigned to tickets received via a submission form.This status cannot be manually assigned to an existing ticket Open – The ticket has been reviewed and is actively being worked… You must log in to view your tickets. Log into Your Account Username or Email Password Lost Password? Shortcode The You must log in to view your tickets. Log into Your Account Username or Email Password Lost Password? shortcode provides an interface for your customers to view a list of all tickets that they have previously submitted. Clicking onto a ticket will open the ticket overview where the customer will be able to view all details regarding the ticket, as well as submit a new reply to the ticket. Whilst an… Enabling Sequential Ticket Numbers Enabling the sequential ticket numbers option ensures that all KBS tickets are in sequential order. By default, the WordPress post ID will be used as ticket ID’s but this results in gaps within the number sequence due to the way in which WordPress works. For example, your first ticket may be assigned an ID of… Register New Account First Name Last Name Email Address Password Confirm Password Shortcode You can display a user registration form for to allow users to register an account on your site. KB Support will determine if the user is an existing customer, and if they are, it will automatically link their customer account to this account. The Register New Account First Name Last Name Email Address Password Confirm Password shortcode should be added on a page that you want to act as the… You must log in to manage your profile. Log into Your Account Username or Email Password Lost Password? Shortcode You can enable your customers to update their profile information such as their first, last and display name, their email address and more by placing the You must log in to manage your profile. Log into Your Account Username or Email Password Lost Password? shortcode on your page. The You must log in to manage your profile. Log into Your Account Username or Email Password Lost Password? shortcode is designed for use within a page such as a Your Account page which the customer can access via your website menu. [heading element=”h2″ style=”bordered” remove_margins=””]Usage[/heading] You must log in to manage your profile. Log into Your Account Username or Email Password Lost Password? The… Global KB Article Settings These settings define the default behaviour for KB Articles published on your website. Access KB Article settings via Tickets -> Settings and clicking on the KB Articles tab. General KB Article Settings Restrict KB Articles Enabling this option will enable the Restrict Access option for all new KB Articles. You can adjust this option per KB Article Show Register / Login Form?… Plugin Terms and Conditions [kbs-custom-terms] How to add Ticket Form Fields Perhaps the default fields created during install are not enough and you need to capture more information when a customer submits their ticket. Adding (and editing) fields for a submission form is very easy. From the Tickets -> Submission Forms menu page, select to either edit an existing form, or create a new one. Adding a new Form… Restricting access to KB Articles KB Support includes an option for you to restrict access to each KB Article you publish. If an article is restricted, any user attempting to view the article must be logged in to your website. If they are not, they will only see the article excerpt followed by a notice. The remainder of the content,… Installing Extensions Installing extensions for KB Support that have been purchased from the plugin store, is quick and easy although the process differs slightly to those that you can download and install directly from the WordPress.org plugin repository. Download your Files Once you have completed your purchase, you will receive a confirmation email with a link to download your… Shortcode The shortcode allows you to insert a search form into pages on your website so users can search through the articles available Creating Custom User Fields Using the user profile hooks WordPress already has, KB Support provides additional hooks that ensure all custom user fields created by any KB Support extension are grouped together under a user profile page header section called KB Support. There are two hooks of interest here; The kbs_user_profile_fields filter is used to determine which custom user profile fields… Service Level Settings Service Level Settings allow you to define your target response and resolution time for tickets that are received within KB Support. Visual aids then allow you to determine those tickets that are approaching, or have exceeded, their SLA targets. SLA Settings If you do not wish to track service levels, you can leave the Enable SLA Tracking option… Shortcode Ticket Status Overview You must log in to view your tickets. Log into Your Account Username or Email Password Lost Password? Shortcode Enabling Sequential Ticket Numbers	Adding Google reCAPTCHA Fields Customising Template Files Forms REST API Route Form Fields REST API Route Replies REST API Route Agents REST API Route Tickets REST API Route Using the REST API Ticket Categories REST API Route Companies REST API Route