KB Support

Description

An effective Helpdesk / Support desk tool is one that encourages users to find and implement the solution to their queries without actually logging a support ticket and KB Support has been developed to do exactly that!

From the moment your customers begin to log a ticket, KB Support will search your knowledgebase and offer potential solutions based upon the articles that are published on your site.

From your own experience in running a helpdesk for your product(s) you will know that in a busy environment, documenting solutions and making them readily available to your customers always seems to take a back seat. KB Support makes this process much easier and encourages your support desk agents to produce articles when working through resolution of a customers ticket. Those articles are then immediately available on your website, and automatically referenced during a support ticket submission as a potential solution.

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 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 assignt tickets to multiple agents
  • 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
  • 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 providing 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:

  • Easy Digital Downloads Integration – Integrate your EDD store into KB Support 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
  • 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
  • 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 3 reviews

Contributors & Developers

“KB Support” is open source software. The following people have contributed to this plugin.

Contributors

Translate “KB Support” into your language.

Interested in development?

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

Changelog

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!