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 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.
  • 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
  • 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
  • Private notes that are visible to agents only
  • Restrict which tickets an agent can view. i.e. Just those to which they are assigned
  • A bunch of hooks and filters for our developer friends

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

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!

Contributors & Developers

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

Contributors

Changelog

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!