KB Support – WordPress Help Desk, Support & Knowledge Base plugin

Description

KB Support is the ultimate WordPress plugin for providing support and helpdesk services to your customers.

Enriched with features, you can be sure that right from activation, KB Support will provide the perfect HelpDesk solution for your agents to support your customers.

The built-in Knowledgebase allows customers to find solutions to their issues during the ticket submission process, reducing the overall number of support queries received by your helpdesk.

Key FREE Features of KB Support include:

  • Easily manage and customise submission forms. No coding required, multiple forms can be created and utilised
  • Guest submission is fully supported. Customers do not need an account to create or manage support tickets
  • Sequential ticket numbers
  • Email notifications keep customers, admins and support agents up to date with recent ticket events
  • Restricted access ensures that only agents and the assigned customer are able to view tickets and correspondance
  • A fully responsive and clean front end design where customers can manage their tickets, including viewing and creating replies
  • Integrated Knowledge Base articles can be easily created and referenced to try and offer solutions without tickets being created
  • Ability to restrict access to individual knowledge base articles to logged in users only
  • Auto assign new tickets to agents based on current ticket count, or randomly
  • Tracks an agents status so you can see if they are online or offline
  • Ability to assign tickets to multiple agents
  • Add agents to departments and have assign to departments
  • A number of useful shortcodes to display submission forms, KB Article lists, ticket history, login/registration forms, profile editor, KB Article search form – and more
  • Numerous template tags enable you to easily add ticket related content into email notifications
  • Private ticket notes that are visible to agents only
  • Restrict which tickets an agent can view. i.e. Just those to which they are assigned
  • Group customers within a company
  • Customers can access tickets created by other members of their company
  • Uses templates that allow for easy customisation of front end pages, shortcodes and CSS styles
  • Ajax based ticket submissions provide a powerful, reliable and friendly interface for customers
  • Built in SPAM protection
  • Customer portal enabling access to existing and historic tickets
  • Truly versatile – A bunch of hooks and filters for our developer friends
  • A growing number of extensions to provide even more functionality and customisation options

More information can be found at https://kb-support.com/.

Further enhance the features and functionality of KB Support with paid extensions such as:

  • Email Support – Management of tickets via email for agents and customers. Automation via email for agents.
  • Easy Digital Downloads Integration – Integrate KB Support with your EDD store providing a seamless support solution
  • WooCommerce Integration – Integrate KB Support with your WooCommerce store providing a seamless support solution
  • Knowledge Base Integrations – Fully integrate KB Support into your existing knowledge base solution
  • Ratings & Satisfaction – Enables customers and visitors to provide feedback on their support experience as well as the quality of your KB articles
  • Reply Approvals – Adds an approval process to ticket replies created by selected agents forcing a four-eyed approach to ticket replies
  • Canned Replies – Instantly reply to tickets with a single click using pre-defined replies to questions you receive the most
  • Custom Ticket Status – Define your own ticket statuses and enable email notifications when a ticket enters the status
  • Email Signatures – Enables support workers to register a custom signature which can be auto inserted into email notifications sent to customers
  • Shorter URLs – Replace the long and unsightly URL’s generated by email tags with shorter friendlier versions from either goo.gl or tinyurl.com
  • MailChimp Integration – Grow your subscriptions by enabling quick and seamless customer sign-ups to your MailChimp newsletter lists via KB Support

Follow this plugin on GitHub

Languages

Would you like to help translate the plugin into more languages? Join our WP-Translations Community.

Screenshots

  • The interface for managing a ticket Submission Form. Create as many forms as you need, choose from a number of fields and add to your web page with a simple shortcode

  • What the default submission form might look like on your website when your customers log a support ticket. Theme in image is Twenty Seventeen

  • Suggested KB Article to resolve a ticket that a customer is in the process of submitted

  • The ticket overview screen a customer see's once their submission is completed

  • The edit ticket screen as seen by an agent

  • When a customer is accessing a KB Article that is restricted

Installation

Automated Installation

  1. Activate the plugin
  2. Go to Tickets > Settings and configure the options
  3. Insert form shortcode into the ticket submission page
  4. For detailed setup instructions, vist the official Documentation

Manual Installation

Once you have downloaded the plugin zip file, follow these simple instructions to get going;

  1. Login to your WordPress administration screen and select the “Plugins” -> “Add New” from the menu
  2. Select “Upload Plugin” from the top of the main page
  3. Click “Choose File” and select the kb-support.zip file you downloaded
  4. Click “Install Now”
  5. Once installation has finished, select “Activate Plugin”

FAQ

Installation Instructions

Automated Installation

  1. Activate the plugin
  2. Go to Tickets > Settings and configure the options
  3. Insert form shortcode into the ticket submission page
  4. For detailed setup instructions, vist the official Documentation

Manual Installation

Once you have downloaded the plugin zip file, follow these simple instructions to get going;

  1. Login to your WordPress administration screen and select the “Plugins” -> “Add New” from the menu
  2. Select “Upload Plugin” from the top of the main page
  3. Click “Choose File” and select the kb-support.zip file you downloaded
  4. Click “Install Now”
  5. Once installation has finished, select “Activate Plugin”
Where can I find documentation?

Searchable docs can be found at https://kb-support.com

How do I Add a Submission Form?

Create your submission form within Tickets > Submission Forms, and copy the shortcode to any page. i.e. [kbs_submit form=”1277″].

A default form with the most popular fields is added during installation. Customise this form to meet your needs, or create new forms as required.

How can a Customer view their Ticket History?

Place the [kbs_tickets] shortcode on any page.

Is there a Pro version with additional features?

Extensions are available at https://kb-support.com/extensions/ to further enhance KB Support features and functionality. New extensions are being added regularly. Join our mailing list to be the first to hear about new releases and to receive a 25% discount off of your first purchase!

Reviews

Really Pleased – Great Product

After testing out all the different knowledge base and ticket support systems, I’ve found this one is easy to use and suits our needs perfectly. It offers options normally only found in premium paid editions. Well done! Thank you!

Excellent!!

Love the knowledge base integration and the customer service is excellent.

Read all 4 reviews

Contributors & Developers

“KB Support – WordPress Help Desk, Support & Knowledge Base plugin” is open source software. The following people have contributed to this plugin.

Contributors

“KB Support – WordPress Help Desk, Support & Knowledge Base plugin” has been translated into 3 locales. Thank you to the translators for their contributions.

Translate “KB Support – WordPress Help Desk, Support & Knowledge Base plugin” into your language.

Interested in development?

Browse the code, check out the SVN repository, or subscribe to the development log by RSS.

Changelog

1.2.1

** Wednesday, 4th April 2018**

Bug: Fixed URL on welcome screen
Tweak: Updated extensions image on welcome screen
Tweak: Added KBS_Admin_Notices class for better admin notice management
Tweak: Request WordPress.org rating after 25 ticket closures
Tweak: Bump WordPress tested with version to 4.9.5
Dev: Added kbs_use_sequential_ticket_numbers() – returns whether or not sequential ticket numbers are in use
Tweak: Updated plugin tags and description

1.2

Wednesday, 28th March 2018

New

Better Company Integration

  • Improved Company interface allows selection of customer as primary contact
  • Added Copy Company Contact? setting within Tickets -> Settings -> Emails to copy company primary contacts into all customer ticket emails associated with the company
  • Customers belonging to a company, can access all tickets already associated with that company. Customer who logged ticket must have already been associated with the company at the time of logging

Departments

Agents can now be added to departments via the Departments menu option or their user profile. Departments can only be managed by Support Manager and above roles.

Within core, tickets may only be assigned to departments via front end submission forms. Look out for our advanced assignment extension coming soon for additional options.

  • Department dropdown field type added to submission form field types
  • Department mapping added to submission forms
  • Added the {department} email template tag which returns the name of the department handling the ticket
  • Filter ticket list by department

Other

  • Article search field on submission form now includes a delay before searching
  • Added Initial Value option for the Submission Form hidden field type
  • Agents can limit the number of replies initially loaded on the tickets screen via their user profile
  • Agents can choose where to be redirected to when replying to tickets via their user profile
  • Added reply count stats to admin dashboard
  • For new tickets created via a submission form where terms and conditions were accepted, display the date and time the terms were accepted within the ticket form data thickbox

Tweaks

  • Better validation of whether or not the submission page is displayed improves enqueuing of scripts
  • Enable selection of customer as primary company contact
  • Pass the Ticket ID to the kbs_ticket_received_disable_email, kbs_ticket_reply_disable_email and kbs_ticket_close_disable_email filters
  • Log the timestamp for when a customer accepts the Terms & Conditions during ticket submission
  • A KB search field on submission form is now a search input field type
  • Email and URL values are now clickable links within the ticket form data thickbox

Bug Fixes

  • KBS_HTML_Elements was not correctly passing the company variable to the kbs_get_customers() function
  • Agents should not be able to add ticket categories

Dev

  • Introduction of the KBS_Replies_Query class
  • Added the $kbs_form and $form_id variables to the kbs_submit_form and the kbs_form_template() filters
  • Added the kbs_form_submit_label filter
  • Added the kbs_ticket_company_post_type_args filter

1.1.13

Saturday, 17th March 2018

New

  • Allow agent to choose whether or not a customer email should be generate when a ticket is closed using the Update Ticket button
  • Added Search Text option for submission form select fields using Chosen library
  • Use Chosen library for ticket select fields
  • Updated to Font Awesome 5
  • Updated to latest version of Chosen library
  • Added search placeholder to admin Chosen select fields

Tweaks

  • Set width of select field to match all other input fields
  • Added the search icon to the form fields table
  • Do not store the reCaptcha response with submission form data
  • Moved form-functions.php and class-kbs-forms.php to \includes\forms\

Bug Fixes

  • 404 error may be displayed when navigating to am article parent category

Dev

  • Added user_dropdown method to KBS_HTML_Elements class
  • Added field_types_dropdown method to KBS_HTML_Elements class

1.1.12

Sunday, 11th March 2018

Bug Fix

  • reCaptcha field was not validating successfully due to missing option

Tweaks

  • Added kbs_ticket_url filter
  • Added kbs_article_url filter

1.1.11

Friday, 23rd February 2018

Tweak

  • Added kbs_add_agents_to_ticket() function
  • Added kbs_remove_agents_from_ticket() function
  • Additional filter for email headers

1.1.10

Monday, 19th February 2018

New

  • Generate customer and notification emails when a ticket is created via admin
  • Added HTML Basic email template with no formatting

Bug Fixes

  • Generating a test email was adding a large number of attachments
  • Manually adding a customer via the admin interface may generate a PHP warning notice due to expectation of company array key
  • Ensure we only count() countable items as PHP 7.2 generates a warning otherwise
  • Removed duplicate string within CSS class name for submission form fields

Tweaks

  • Use chosen select fields within settings pages when there are a larger number of options to select from
  • Improved CSS for chosen fields
  • Run the email attachments filter after generating message content
  • Added the kbs_options_page_section_url filter
  • New wrapper function kbs_get_email_template() to retrieve the currently selected email template

1.1.9

Sunday, 11th February 2018

New

  • Added the Attach Files setting within the Emails tab. If enabled, files will be attached to emails rather than listed as clickable links when using the {ticket_files} or {reply_files} email tags
  • Added the {reply_files} email tag to attach/insert files from the latest reply into emails

Tweaks

  • Changed trigger for submission form article search to keyup. String must be 3 or greater in length
  • Added $args parameter to the kbs_insert_comment() function to override default args
  • Corrected comment in email header template file
  • Updated contextual help file for settings pages

Bug Fixes

  • Corrected output from the {date} email tag
  • Corrected output from the {time} email tag
  • Validate the $form_data variable is an array

1.1.8

Monday, 5th February 2018

This update includes changes to a template page. If you are using a customised version of the template, you can review the changes here.

Bug Fixes

  • Updated the view-ticket.php template file to correctly list file attachments
  • Fixed ticket count for customers

Tweaks

  • Tickets column is now sortable on the customers table
  • Forced the Tools and Extensions items to the bottom of the Tickets menu

1.1.7

Monday, 5th February 2018

Bug Fixes

  • Fixed width of the checkbox for the Restricted Access option
  • Make sure the ticket ID is passed within the kbs_create_article_link filter to stop KB Integrations throwing PHP errors

Tweaks

  • Force article links to open in a new tab to avoid navigation away from frontend tickets page
  • Always capture the source by which a ticket is logged. Default to ‘website’

1.1.6

Thursday, 21st December 2017

New

  • Enable submission form redirections per form
  • Added option to allow customers to be able to reopen tickets by adding a reply

Bug Fixes

  • Select fields did not display the placeholder field within submission form
  • Make sure the checked param is honoured for radio fields
  • Corrected email heading for admin reply notifications
  • Don’t allow a zero array key value for select fields
  • Corrected filter name for after reply content
  • Corrected missing array key

Tweaks

  • Enable customer ticket reply email notification if cron is running
  • Field type select field is now searchable
  • Added various hooks and filters to contextual help

1.1.5

Monday, 27th November 2017

Bug Fixes

  • IMPORTANT: Support Agents unable to access admin when WooCommerce is installed

Tweaks

  • Added filter kbs_ticket_closed_by
  • Changed newsletter subscription button to secondary class on extensions page
  • Added compatability for users utilising All in One WordPress Security who had renamed the login page
  • Added admin form CSS classes

1.1.4

Monday, 13th November 2017

Bug Fix : Entering multiple strings into an article search chosen select field rendered no results even if the strings existed within the article title

1.1.3

Tweaks

  • Ticket replies metabox overhaul with icon notifications and action links
  • Register when a customer views an agent reply
  • Numerous new hooks and filters for the reply fields enabling developers to extend functionality
  • Private ticket notes metabox overhaul
  • Better input field alignment within ticket metaboxes
  • Added support for locally shipped translation files
  • Added required PHP version to readme.txt
  • Removed underscore from transient name

Bug Fixes

  • Select fields that allow multiple selections within settings pages needed to store values as arrays
  • Added spacing between ticket categories and tags within the tickets table
  • Only a note author, or an agent with the manage_ticket_settings capability should be able to delete a note
  • Removed duplicate CSS ID within admin CSS

1.1.2

Tuesday, 12th September 2017

Bug Fix

  • Agents assigned as additional agents may not receive email notifications when a customer replies to a ticket

Tweaks

  • Enable multiple select list argument when outputting a select field within settings API

1.1

Monday, 11th September 2017

New

  • Sequential ticket numbers to ensure your tickets are always sequential with no gaps in the numbers
  • Assign multiple agents to a ticket proving them with access to view and update
  • Option to send agent notifications to all assigned agents when a customer reply is received
  • Export tickets and customers to a CSV file

Tweaks

  • Added kbs_update_ticket_meta_key filter that fires during ticket meta updates
  • Filter the display of tickets when a category or tag is clicked within the ticket list
  • Enabled removal of article excerpts during Ajax search
  • Removed duplicated kbs_article_excerpt_length filter

1.0.9

Monday, 4th September 2017

Tweaks

  • Enabled sorting of tickets by ID and date as well as title
  • Added option to set Search Excerpt Length to 0 to have excerpts excluded from search results
  • Filter ticket list by category/tag when a category or tag is clicked
  • Removed duplicate kbs_article_excerpt_length filter
  • Added kbs_update_ticket_meta_key hook for developers to hook in during ticket meta update
  • Added the previous meta value to the kbs_update_ticket_meta_{$meta_key} filter

Bug Fixes

  • HTML characters were not always correctly encoded during Ajax search which prevented all relevant results from being displayed
  • Corrected option name which was preventing changes to excerpt length

1.0.8

Wednesday, 30th August 2017

New

  • Created KBS_Knowledgebase class which manages the setup of the knowledgebase
  • Added multiple filters during knowledgebase setup which allow for integrations of 3rd party knowledgebase tools
  • Added Export and Import options for KBS settings

Tweaks

  • If there is content in the reply field, request confirmation before saving ticket in admin
  • Improvements to the article search query arguments
  • Removed stray </label> tag from article post
  • Fixed label alignment within article metaboxes
  • Added $article_id var to kbs_article_view_count filter

1.0.7

Monday, 3rd July 2017

Bug Fix

  • Logged in users may have still been unable to view restricted articles

Tweaks

  • Updated cache helper. Do not cache articles that are restricted
  • Updated cache helper. Refresh KBS page ID’s transient after 24 hours

1.0.6

Thursday, 15th June 2017

Tweaks

  • Added row action to reset article view count
  • Enabled hourly cron schedule
  • Corrected coding on Extensions page

Bug Fixes

  • Uninstall procedure failing due to incorrect exit command
  • If a reply is submitted by a logged in, admin showed the reply as from Agent
  • Corrected All Extensions link
  • Ticket categories may have appeared in sitemaps
  • Corrected output of templated files within sysinfo

1.0.5

Wednesday, 15th March 2017

Bug Fixes

  • Require login if accessing ticket via ID and without secure key
  • Corrected taxonomy name and post type within uninstall.php

Tweaks

  • If guest submissions are disabled, require login when accessing ticket with key and display notice
  • Add link to company on customer table
  • Consolidate all company scripts within folder
  • Removed company from sortable columns on customers table

1.0.4

Tuesday, 14th March 2017

New

  • Articles can now be sorted by views on the edit post screen
  • Added hook kbs_article_posts_orderby_by_custom_column_{$orderby} to allow for custom ordering on article post screen
  • Added cache helper to tell caching plugins not to cache the ticket submission or ticket management pages
  • Added before_kbsupport_init hook
  • Added kbsupport_init hook which is run after the main KB_Support class is initiated
  • Added kbs_articles_column_data_{$column_name} filter to allow for custom content within the KB Article edit screen
  • Adjusted priority for the kbs_after_article_content hook
  • Added kbs_agent_can_submit function. By default agents cannot submit tickets from the front end. Overide by hooking into the kbs_agent_can_submit filter

Tweaks

  • Added new notice for agents_cannot_submit to be displayed when an agent is attempting to log a ticket from the front end, but is not allowed to
  • If an agent is submitting via the front end, do not auto complete customer name and email fields
  • Do not search for existing customer/user email if an agent is submitting from front end
  • Removed duplicate <a> tag from footer credits
  • Removed <p> tag from within <span> in view-tickets.php template

Bug Fixes

  • Corrected output of [kbs_ticket] and [kbs_profile_editor] shortcode. In some instances it was not contained within the page container

1.0.3

Wednesday, 1st March 2017

New

  • Added logged date/time and updated date/time to update ticket metabox
  • Added template tag {close_ticket_url} enabling 1-click ticket closures by customers
  • Added filter kbs_validate_customer_reply_email
  • Validate customers by customer->id property rather than customer->user_id property
  • Search for existing WP users during submission and link to customer account if found
  • Added KB Support extensions page

Tweaks

  • Increased the height of the reply editor on edit ticket screen
  • Remove scheduled task jobs during plugin deactivation
  • Use WP constants to define time periods for scheduled tasks
  • Moved welcome page CSS to kbs-admin.css file

Bug Fixes

  • Ensure a ticket key is created when a ticket is submitted via admin
  • Corrected scheduled task periods
  • Potential PHP warning if company does not have a logo uploaded
  • Corrected variable name $kbs_tools_page

1.0.2

Sunday, 19th February 2017

New

  • Added KB Articles Categories front end widget
  • Added KB Popular Articles front end widget

Tweaks

  • Added most popular articles to KBS Ticket Summary dahboard widget
  • Ensure agents always have access to restricted KB Articles

Bug Fixes

  • Remove whitespace from start of file which may cause PHP notices with some server configurations

1.0.1

Thursday, 16th February 2017

Bugs

  • Article view count was not being incremented for non-logged in users
  • Random text being displayed under customer name on edit tickets page if no company assigned

Tweaks

  • Do not display SLA Status heading on ticket screen if no targets are defined for ticket

1.0

Enhancements

  • Added KB Support Ticket Summary dashboard widget providing easy to access statistics about your support business

  • Service Level Tracking

    • Enable SLA tracking within Tickets -> Settings -> Service Levels
    • Define your target response and resolution times
    • SLA targets are calculated based on your open hours
    • The ticket edit screen will display the status of the SLA for each newly created ticket. Green is good, amber if SLA is nearing expiry, red if expired
  • Company Support

    • You can now create companies
    • Customers can be added to a company
    • Email tags added for {company}, {company_contact}, {company_email}, {company_phone}, {company_website}, {company_logo}

Tweaks

  • Remove all SLA related meta keys from DB as SLA’s were not tracked until this version
  • Log the current KBS version number at the time each ticket was logged
  • Ensure that the last modified date is updated for a ticket when a reply or note is added
  • Add log entries when notes are added to tickets
  • When a ticket is deleted, make sure to delete all associated replies and log entries from the posts and postmeta database tables
  • Added ticket and article count to the At a Glance dashboard widget

Bug Fixes

  • Corrected descriptions for email headers in settings
  • Make sure $current_meta array exists to avoid potential PHP notices
  • kbs_agent_ticket_count() was not always returning the correct totals

0.9.5

IMPORTANT

  • Fatal error may occur when submitting a ticket from the front end if PHP 7.1 is running

0.9.4

Bug Fix

  • Fixed an issue whereby new tickets created within admin were not set the correct status

Tweaks

  • Ensure the trash view is displayed at the end of all views on the edit tickets screen

0.9.3

New

  • Added Link KB Article media button to admin ticket reply form enabling quick and easy inserting of links to KB Articles from reply form

Tweaks

  • Tidied javascript code
  • Added draft updated message for articles and forms
  • Users with manage_ticket_settings capability (Administrator & Support Manager by default) can now delete tickets
  • Support Managers should always see all tickets, even when the Restrict Agent Ticket View? setting option is enabled

Bug Fixes

  • Re-open ticket link failed to re-open ticket
  • Don’t count agent views for articles
  • Support Customers should not have the upload_files capability

0.9.2

Tweaks

  • Added upgrade functions
  • Additional hooks within the view-ticket.php template
  • Added plugin links
  • Increment tested with to 4.7.2

0.9.1

Tweaks

  • Added filter kbs_user_profile_fields to enable plugins to register user profile fields within the KB Support section
  • Added hook kbs_display_user_profile_fields to enable plugins to output user profile fields
  • Added banned emails to tools page. Form submissions containing banned addresses will be rejected
  • Added System Info to tools page
  • Updated call to wp_register_style() to display version
  • Added kbs_get_agent_id_from_ticket( $ticket_id ) function to retrieve an agent ID directly from the post meta table
  • Removed dynamic do_action() calls from $_POST and $_GET submissions
  • Only enqueue chosen menu’s on submission page

0.9

Release

Our initial release!