=== KB Support === Contributors: mikeyhoward1977 Tags: Helpdesk, Help Desk, Support, Customer Support, Service, Service Desk, ITIL, Support Helpdesk, Ticket, Ticket System, Support Tickets, Helpdesk Tickets, Knowledgebase, Knowledge Base, Service Level, SLA Requires at least: 4.1 Tested up to: 4.8 Stable tag: 1.0.2 License: GPLv2 or later License URI: http://www.gnu.org/licenses/gpl-2.0.html Donate link: https://kb-support.com/donate-kb-support/ The ultimate help desk and knowledge base support tool plugin for WordPress. == 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/](https://kb-support.com/). **Follow this plugin on [GitHub](https://github.com/KB-Support/kb-support)** **Languages** Would you like to help translate the plugin into more languages? [Join our WP-Translations Community](https://kb-support.com/articles/translating-kb-support/). == Installation == **Automated Installation** 1. Activate the plugin 1. Go to Tickets > Settings and configure the options 1. Insert form shortcode into the ticket submission page 1. For detailed setup instructions, vist the official [Documentation](https://kb-support.com/articles/category/getting-started/) **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 1. Select "Upload Plugin" from the top of the main page 1. Click "Choose File" and select the kb-support.zip file you downloaded 1. Click "Install Now" 1. Once installation has finished, select "Activate Plugin" == Frequently Asked Questions == = Where can I find documentation? = Searchable docs can be found at [https://kb-support.com]([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/](https://kb-support.com/extensions/ "KB Support Extensions") to further enhance KB Support features and functionality. New extensions are being added regularly. [Join our mailing list](http://eepurl.com/cnxWcz) to be the first to hear about new releases and to receive a 25% discount off of your first purchase! == Screenshots == 1. 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 2. What the default submission form might look like on your website when your customers log a support ticket. Theme in image is Twenty Seventeen 3. Suggested KB Article to resolve a ticket that a customer is in the process of submitted 4. The ticket overview screen a customer see's once their submission is completed 5. The edit ticket screen as seen by an agent 6. When a customer is accessing a KB Article that is restricted == Changelog == = 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! == Upgrade Notice ==