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KB Support – Customer Support Ticket & Helpdesk Plugin, Knowledge Base Plugin

KB Support – Customer Support Ticket & Helpdesk Plugin, Knowledge Base Plugin

Description

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

Enriched with features, you can be sure that right from activation, KB Support will provide the perfect Help Desk 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 help desk.

Key FREE Features of KB Support include:

  • Easily manage and customize submission forms. No coding required, multiple forms can be created and utilized
  • 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 correspondence
  • Unlimited ticket participants to ensure that all relevant parties can contribute towards a ticket on behalf of a customer
  • 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 customization 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 customization 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 Easy Digital Downloads store providing a seamless support solution
  • WooCommerce Integration – Integrate KB Support with your WooCommerce store providing a seamless support solution
  • Zapier – Connect with thousands of 3rd party applications via zapier.com and fully automate your workflows
  • 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
  • MailChimp Integration – Grow your subscriptions by enabling quick and seamless customer sign-ups to your MailChimp newsletter lists via KB Support

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

Blocks

This plugin provides 6 blocks.

  • KBS Profile Editor
  • KBS Tickets
  • KBS Register
  • KBS Submit
  • KBS Login
  • KBS Search

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

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. Customize 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 15% discount off of your first purchase!

Reviews

September 28, 2023
Has everything I need in a helpdesk. The KB articles are a little basic in terms of layouts but they do the job
August 22, 2023 1 reply
Very well thought out and easy to use. Haven’t had a single tech issue with it, and I love how flexible it is. Great work!
May 27, 2021 2 replies
Plugin good at first glance. The main problem I have is that it isn’t perfect for membership site, hopefully they can fix this. If a WP user creates a support ticket, but enters a different email address than the one on their account, KB-Support doesn’t link this “KB-Support customer” to WP user, instead creates a new “customer” in KB Support. This makes for a lot of extra work trying to find the actual WP user (when trying to change their details, or fix account problems, etc), especially a problem for me running a membership website. I have tried deleting the duplicate KB-Support customer, changing the email address of the other KB-Support customer to the new one (matching the WP user email address), and it still doesn’t link to the WP user.
February 3, 2021 1 reply
We’ve set up a new plugin for the events sector and use KB Support for our Articles and ticket logging system. Such an easy plugin to use.
Read all 21 reviews

Contributors & Developers

“KB Support – Customer Support Ticket & Helpdesk Plugin, Knowledge Base Plugin” is open source software. The following people have contributed to this plugin.

Contributors

“KB Support – Customer Support Ticket & Helpdesk Plugin, Knowledge Base Plugin” has been translated into 4 locales. Thank you to the translators for their contributions.

Translate “KB Support – Customer Support Ticket & Helpdesk Plugin, 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.

Change log

1.7.1 – 17.10.2024

Updated: Admin page fatal error issue fixes

1.7.0 – 15.10.2024

Updated: Fix ticket reply issue

1.6.9 – 14.10.2024

Updated: Form nonce issues fixed

1.6.8 – 11.10.2024

Updated: KBS_Redirect vulnerability issue fixed

1.6.7 – 08.10.2024

Updated: Capability issues are fixed

1.6.6 – 03.09.2024

Updated: Missing email support extension added

1.6.5 – 11.08.2024

Updated: Old license logic and sections removed

1.6.2 – 29.05.2024

Fixed: Tickets getting stuck in draft status

1.6.1 – 19.04.2024

Fixed: Correct capablity check on notes and tickets.
Fixed: Hard coded open and close status.

1.6.0 – 13.01.2024

Added: Search Block.
Added: Login Block.
Added: Tickets Block.
Updated: Build tools.
Fixed: KB Support summary not loading.
Fixed: jQuery not defined.
Fixed: Access level to tickets and notes.
Fixed: Broken conditional message output.

1.5.92 – 13.01.2024

Added: Search Block.
Added: Login Block.
Added: Tickets Block.
Updated: Build tools.
Fixed: KB Support summary not loading.
Fixed: jQuery not defined.
Fixed: Access level to tickets and notes.
Fixed: Broken conditional message output.

1.5.91 – 03.10.2023

Updated: Removed social media follow button from welcome screen.

1.5.90 – 19.09.2023

Fixed: Required file input validation error ( #269 )
Changed: Admin scripts only load on KBS related admin pages. ( #268 )
Fixed: Tickets menu entry showing for users without tickets access. ( #265 )
Fixed: Customers should not be able to drag&drop images in the ticket description editor. ( #270 )
Fixed: ID prefix won’t change ( #276 )
Added: Upgrade to PRO action link in the plugins ( #211 )
Added: LITE vs PRO page ( #210 )

1.5.89 – 12.07.2023

Fixed: Escaping issue in customer account ( #262 )
Fixed: Filtered attachments were not being applied ( Thanks to @BrianHenryIE )
Fixed: Security issue

1.5.88 – 06.03.2023

Fixed: Tools tab not working when Ticketing system is enabled. ( #258 )
Fixed: Search by ticket ID (#) ( #216 )
Fixed: Submission form checkbox list array to string conversion ( #220 )
Fixed: Added a soft flush_rewrite_rules to prevent articles/tickets leading to 404 pages when activated. ( #228 )
Fixed: Privacy policy checkbox was not showing if the label was empty. ( #233 )
Fixed: Unknown $post_status in ticket status function. ( #260 )
Fixed: Email error ( #199 )

1.5.87 – 23.02.2023

Fixed: Reverted inline css strip and added a strict number of allowerd HTML tags for ticket content. ( #255 )

1.5.86 – 20.02.2023

Fixed: Wrong escaping on log a support tichet page ( #256 )
Fixed: Stripped inline css for ticket content which may cause undesired outcome in admin ( #255 )
Changed: Made file_upload custom submission field more intuitive regarding file upload limit setting ( #235 )

1.5.85 – 13.02.2023

Changed: Improved date readability. ( #245 )
Fixed: Fatal error caused by bad ES translation. ( #250 )
Fixed: Wrong escaping in articles list ( #243 )
Added: Option to disable Tickets and KB Articles. ( #252 )
Fixed: Form submission security failed ( #246 )