kb-support

Version 1.2.9 - 11th October 2019

New

• The means by which a ticket was created, or a reply entered, are now recorded via taxonomy (Ticket Sources)
• You can now create new ticket sources to record how tickets and replies were submitted

Fix

• Real-time reply notifications did not display notification if no replies existed when the ticket was accessed
• Mapping input field should display when Department List field is selected for a submission form
• Department mappings were not always honored during submission form processing
• Tickets with deleted customers displayed link to customer which generated a PHP error
• Corrected notices to Log in

Tweak

• Use Ajax for plugin upgrades to prevent page refreshes and display progress bar

Version 1.2.8 - Thursday 7th February 2019

New

• Added No Notification Emails setting option to the Ticket Logged setting screen within the emails setting tab. Addresses entered here will not receive acknowledgement of ticket receipt via email
• New replies are now monitored in real-time whilst editing a ticket. If a reply is added whilst an agent is on the edit screen, a notice is displayed where the agent can choose to reload the replies to include the latest
• Ticket admin post screen columns now display well for smaller screens

Tweaks

• Switched the title and dates columns position for easier identification on mobile devices
• Made company URL clickable on company listing screen
• Removed the slug metabox from the ticket post screen
• Added IP address in use during ticket form submission to the submission data on the edit ticket page

Dev

• Added kbs_ticket_received_to_email, kbs_ticket_reply_to_email and kbs_ticket_closed_to_email filters to enable filtering of the To address for respective customer emails

Saturday, 26th January 2019

Bugs

• Only query bootstrap JS functions when bootstrap is loaded. Caused loss of JS functionality
• PHP warning may have been generated whilst querying whether kbs_submit shortcode was in use

Version 1.2.6 - 25th January, 2019

Note the following template files have been updated;

• view-ticket.php
• ticket-manager.php
• shortcode-login.php
• shortcode-register.php
• shortcode-profile-editor.php
• kbs.css
• kbs.min.css

New

• Updated front end ticket manager templates to make them more responsive to mobile devices
• Updated front end login, register and profile templates to standardise layout
• Agents can now delete replies that they have authored. Support Managers can delete all agent replies
• Customers IP address is now displayed within the form data section on the ticket page within admin
• Added the {ticket_url_path}, {ticket_admin_url_path}, {close_ticket_url_path} template tags
• Added Customer Settings setting option within General settings tab
• Added options to customize registration form fields
• Added option to choose username format for customers registering via the KBS registration form
• Added option to set the default number of replies to load for a customer on the front ticket page
• Added profile option for registered customers to choose how many replies to load on the front ticket page
• Added option to hide closed tickets on the Ticket Manager page for customers
• Added user profile option for registered customers to choose whether or not they want closed tickets displayed on the Ticket Manager page

Tweaks

• Removed SSL notice on submission page
• Added link to a customers WP user profile on the ticket page if they are registered

Dev

• Added the form ID and the ticket object vars to the kbs_show_form_data filter
• Added a number of hooks to the Customer Section meta box on the ticket page

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

Friday, 3rd August 2018

New: Added open ticket count menu bubble. Activate within settings. Tickets -> Settings -> Tickets

Bug: Removed incorrect Ajax trigger when adding participants which generated a Javascript error
Bug: Corrected spelling of Agreeements. Thanks to @garrett-eclipse
Bug: Corrected width of the system info textarea input

Tweak: Supported up to WordPress 4.9.8

Dev: Added the KBS_Agent class
Dev: Added hooks before and after agent ticket assignment
Dev: The KBS_Tickets_Query class now accepts the 'agent' argument to retrieve tickets by agent ID

Version 1.2.4 - Friday, 6th July 2018

New: Improved metabox display for tickets
New: Introduced the participants feature. A ticket can have multiple participants all of whom can access and manage the ticket. Learn more
New: Added the {reply_author} email template tag. This tag will output the name of the author to the last reply if it is saved in the database, or their email address
New: Added trash/permanently delete ticket option to ticket screen
New: Added customer data to ticket screen
New: Added customer last agreed to terms date to customer notes screen
New: Added customer last agreed to privacy policy date to customer notes screen
New: Added open ticket count to KBS Summary widget on the admin dashboard screen

Tweak: Fallback to company logo (if one exists) as avatar image if customer does not have an avatar

Fix: Corrected output for privacy policy acceptance

Dev: We've switched to array based email headers
Dev: Allow exclusion by ID when retrieving customers from the DB

Thursday, 21st June 2018

New: Added the {ticket_status} email content tag

Fix: If admins are not set as agents, Support Workers could not view all tickets
Fix: Front end ticket manager was not using translated text for ticket status
Fix: Custom input class was not being applied correctly to textarea fields on the submission form

Tweak: No need to wrap hidden fields in <p> tags
Tweak: Removed the Mine view within the trashed tickets list
Tweak: Make sure settings sections array is countable before counting as PHP 7 and above generates a warning

Dev: Added filters to overide when the Link KB Article button should be displayed allowing extensions to display the button

Wednesday, 30th May 2018

GDPR Features

New: Added GDPR Privacy Policy template
New: Added Compliance tab within Settings page
New: Agree to Privacy Policy setting forces customers to agree to the Privacy Policy before submitting ticket forms
New: Export KBS Customer data with WP user data when exporting personal data
New: Erase KBS Customer data with WP user data when erasing personal data
New: Select process for handling customer data when customers request to be anonymized or erased from your site

Other Changes in this Version

New: Added the ticket title column to the ticket history front end page
New: Search extisting tickets by post ID or ticket number. Prefix the search string with # to conduct this search
New: Add a description to the Terms and Privacy Policy acceptance fields via Tickets -> Settings -> Compliance
Tweak: Moved Terms & Conditions options to the Settings -> Compliance tab
Tweak: Adjusted the default chosen select search text to Type to Search and Choose an Option
Tweak: Improved the installation procedures for multi site
Tweak: Improved the uninstall procedures for multi site
Tweak: Removed unneeded filter during enqueuing of Font Awesome script
Tweak: Added advisory notice for discount of first extension
Tweak: Localization work
Bug: Count error on system tools page resolved

Version 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

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

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

Tweak

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

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

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

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

Bug Fixes

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

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

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'

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

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

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