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Kanzu Support Desk Your WordPress HelpDesk

Great customer care is at the heart of every good product or service. Delivering it as a small business can be a challenge. It takes a lot to manage your website's chat, keep track of all those emails and respond to tweets & posts all while making sure nothing slips. Kanzu Support Desk makes it easier to work as a team and track your conversations with your customers across various channels. Built for WordPress by the platform's experts, it fits into your WordPress interface like a hand in a snug glove so you can get a lot done intuitively. Simply.

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Our free WordPress helpdesk solution has a number of friends that make it even more awesome. Meet some of them...

Knowledge Base

Respond to your customer even before they call. Create a rich set of articles to answer all common questions.
Email

Turn emails into tickets and keep the conversation going (and personal).
Get Social

Automatically turn customer tweets to you and posts on your Facebook page into tickets.
Canned Replies

Do not repeat yourself; save your breath for singing in the shower. Instead, type your response once and re-use it.
Show Me The Metrics

Track how well you are doing. Let the numbers talk to you...then ask your customers to rate your performance and let those numbers speak to you as well.
Live Chat

Using our integration with Olark, interact with your customer in real-time and still have a record of that in your tickets for analysis later (over a cup of coffee maybe?).

WooCommerce Kanzu Support Desk Integration
You're probably thinking what's a Kanzu? And is Woo Chinese? Well Woo is most probably Korean but we will let you off for that one since Woo is almost always confused with Wu, who is actually Chinese. I think I lost you somewhere there. But lets get back to the point. Who is WooCommerce and what's Kanzu Support Desk? WooCommerce is a very popular WordPress plugin that is also an online store that comes in a wonderful gift wrapped box easily opened by just a couple of clicks. On the other hand Kanzu Support Desk is this really cool WordPress plugin that helps your customers like you because they can easily let you know when something's broken or when Google can't give them a satisfactory answer ( what's a Kanzu?). In the end you and your customers become really tight and they buy more stuff and perhaps even invite you for their exclusive birthday parties. In a nutshell the WooCommerce Kanzu Support Desk integration brings great customer care with a personal touch to your online store. In this article we are going to look closely at this integration and how an e-commerce store can leverage it to generate happier customers. We are going to assume the following:
1. You have installed, activated and set up WooCommerce
2. You have installed, activated and set up Kanzu Support Desk
The first step is to enable the integration in the Kanzu Support Desk settings. Well if you were expecting to fill out a couple of forms, scan your thumbprint and prove that you are actually not a bot by doing a couple of push ups we are very happy to disappoint you. Once you have enabled the Support Tickets tab, Kanzu Support Desk will automatically hook into WooCommerce and create a Support Tickets tab whenever you view a product. So what's happening in the back-end? We're glad you asked! Kanzu Support Desk creates a product taxonomy which contains all the WooCommerce products in your store. So when you receive a support ticket you simply assign it a product so Kanzu Support Desk can know which tickets belong to which product and appropriately display them in the support tickets tab. So how do I assign a product to a ticket? You're well on your way to becoming our best student. In the Reply Ticket screen enter the product name in the Products meta box and click Add. You can add as many products to a single ticket by separating them by commas. All the customer has to do is to check out the Support Tickets tab on that particular product and they can track information about their support ticket and go to sleep at night confident that somebody somewhere is up all night at a keyboard tirelessly laboring to fix their problem. And that's about it. Your customers can seamlessly track their tickets right inside your e-commerce store and you can have the peace of mind that comes with an intuitive WordPress plugin that beautifully organizes all your customer support in one place.
KSD Contact Form 7 Integration Quickstart
Howdy. We have really wonderful news for you. Contact Form 7, the big dog in contact form management on WordPress and Kanzu Support Desk, the intuitive WordPress help desk met, had a cup of coffee and really liked each other. So much so that you can now integrate Contact Form 7 into Kanzu Support Desk and create tickets directly from your contact forms. Just like that! Simply head over to your contact form editor and select the Kanzu Support Desk tab. Yes, we put a ring on it. Select the Enable ticket creation option to enable Kanzu Support Desk to create tickets directly from all entries into this contact form. Before tickets can be created directly from your contact form, you must specify which fields in your contact form will correspond to the ticket name, email, subject and message using the inbuilt Contact Form 7 tags. Simply select and enter which tag you want to use for Name, Email, Subject and Message. Please note all these fields are required and the integration will not work properly if one or more is missing. Finally save your contact form and enjoy the match made in heaven, as they say. With love from the folks at Kanzu Code.

WooCommerce Kanzu Support Desk Integration
You're probably thinking what's a Kanzu? And is Woo Chinese? Well Woo is most probably Korean but we will let you off for that one since Woo is almost always confused with Wu, who is actually Chinese. I think I lost you somewhere there. But lets get back to the point. Who is WooCommerce and what's Kanzu Support Desk? WooCommerce is a very popular WordPress plugin that is also an online store that comes in a wonderful gift wrapped box easily opened by just a couple of clicks. On the other hand Kanzu Support Desk is this really cool WordPress plugin that helps your customers like you because they can easily let you know when something's broken or when Google can't give them a satisfactory answer ( what's a Kanzu?). In the end you and your customers become really tight and they buy more stuff and perhaps even invite you for their exclusive birthday parties. In a nutshell the WooCommerce Kanzu Support Desk integration brings great customer care with a personal touch to your online store. In this article we are going to look closely at this integration and how an e-commerce store can leverage it to generate happier customers. We are going to assume the following:
1. You have installed, activated and set up WooCommerce
2. You have installed, activated and set up Kanzu Support Desk
The first step is to enable the integration in the Kanzu Support Desk settings. Well if you were expecting to fill out a couple of forms, scan your thumbprint and prove that you are actually not a bot by doing a couple of push ups we are very happy to disappoint you. Once you have enabled the Support Tickets tab, Kanzu Support Desk will automatically hook into WooCommerce and create a Support Tickets tab whenever you view a product. So what's happening in the back-end? We're glad you asked! Kanzu Support Desk creates a product taxonomy which contains all the WooCommerce products in your store. So when you receive a support ticket you simply assign it a product so Kanzu Support Desk can know which tickets belong to which product and appropriately display them in the support tickets tab. So how do I assign a product to a ticket? You're well on your way to becoming our best student. In the Reply Ticket screen enter the product name in the Products meta box and click Add. You can add as many products to a single ticket by separating them by commas. All the customer has to do is to check out the Support Tickets tab on that particular product and they can track information about their support ticket and go to sleep at night confident that somebody somewhere is up all night at a keyboard tirelessly laboring to fix their problem. And that's about it. Your customers can seamlessly track their tickets right inside your e-commerce store and you can have the peace of mind that comes with an intuitive WordPress plugin that beautifully organizes all your customer support in one place.
KSD Contact Form 7 Integration Quickstart
Howdy. We have really wonderful news for you. Contact Form 7, the big dog in contact form management on WordPress and Kanzu Support Desk, the intuitive WordPress help desk met, had a cup of coffee and really liked each other. So much so that you can now integrate Contact Form 7 into Kanzu Support Desk and create tickets directly from your contact forms. Just like that! Simply head over to your contact form editor and select the Kanzu Support Desk tab. Yes, we put a ring on it. Select the Enable ticket creation option to enable Kanzu Support Desk to create tickets directly from all entries into this contact form. Before tickets can be created directly from your contact form, you must specify which fields in your contact form will correspond to the ticket name, email, subject and message using the inbuilt Contact Form 7 tags. Simply select and enter which tag you want to use for Name, Email, Subject and Message. Please note all these fields are required and the integration will not work properly if one or more is missing. Finally save your contact form and enjoy the match made in heaven, as they say. With love from the folks at Kanzu Code.
Forwarding your email to Kanzu Mail
Good morning class. Today, we'll look at the exciting topic, "The life and habitation of fresh water snails".... Oops. Wrong lesson. We have something way cooler. Let's figure out how to forward all your top secret support emails to our highly secure Kanzu Mail server. There are two ways we can get this done depending on where we are starting from (where your support email address is hosted). If your support email's a Yahoo or Gmail address e.g. yoursupport@gmail.com, method 1 covers you. If your email's hosted at your domain, you'll need to use the Forwarding from a server option:
- Either from an email client e.g. Gmail, Yahoo etc.
- Or from a server
Forwarding from an email client
- Gmail
- Yahoo
Forwarding from a server
- Control Panel
Forwarding emails from cPanel
1. Ready. Set. Go. Login to your control panel, usually located at www.yourdomain.com/cpanel. Different CPanels use different themes; we'll share what this'll look like in 2 very common themes - Retro and Basic. Click Forwarders under the Email section. [caption id="attachment_2989" align="aligncenter" width="430"] Retro[/caption] [caption id="attachment_3004" align="aligncenter" width="430"] Basic[/caption]
2. Click Add Forwarder. [caption id="attachment_2990" align="aligncenter" width="476"] Retro[/caption] [caption id="attachment_3005" align="aligncenter" width="476"] Basic[/caption]
3. Fill in the necessary details as shown below and click the Add Forwarder button at the bottom of the form. [caption id="attachment_2991" align="aligncenter" width="401"] Retro[/caption] [caption id="attachment_3006" align="aligncenter" width="401"] Basic[/caption]
4. Tada! And that's about it.
Forwarding emails from Gmail
1. OK. Lets get the ball rolling. Click on the gear icon in the top right corner in Gmail and select Settings
2. In the Settings page head over to the Forwarding and POP/IMAP tab. Under it click the button Add a forwarding address
3. In the pop up box that appears enter the Kanzu Mail email address that you created and click Next
4. If all is well another browser window should open as shown below. Please click Proceed so we can go do some more eh.. top secret stuff.
5. That done. The mini browser window should close now and another pop up will appear in the Gmail settings. Click OK.
6. Now head over to your WordPress admin dashboard and to Tickets. Yippee you should have your first ticket. If you don't see it wait a couple of minutes and reload the page.
7. Sorry to break up your happy dance but its just Gmail with your confirmation code. Copy it to the clipboard.
8. Head back to the Gmail Settings page and paste it as shown below and click Verify.
9. That's about it. Don't forget to click the Save Changes button at the bottom of the Gmail Setings page.
KSD Twitter Quick Start
After activating KSD Twitter, navigate to the Twitter tab shown below Before we get to what those shiny new settings actually do lets first authorize our twitter plugin to exactly what we want it to do. Hit that 'Authorize Application ' If all goes well then you should see the words "Already authorized" next to the "Authorize Application" button. With that all done we are in the last mile. Specify how often you would like your add on to pull tweets from your Twitter timeline and how many at a time it should pull. We have set sensible defaults for you but hey, one man's sensible is another man's completely nuts. Have fun.
KSD Olark quick start
Please note that before you can use KSD Olark you must be a paid subscriber with Olark. Once you have activated KSD Olark reload the settings page and navigate to the Olark tab as seen above. Do you want to have the Olark Chat Widget on your site front end? Well we are more than glad to help you out and append it to your site on the front end. Simply select "No" on the option Olark already in use? Then head over to your Olark dashboard and copy and paste you Site ID over here so we can know who we are talking to. That done, now follow the step by step instructions on how to complete the integration between KSD Olark and your Olark account. They might look complicated at first but trust us they are all bark and no bite!
KSD HipChat quick start
Once you have successfully activated your KSD HipChat, reload the setting page and a HipChat tab will appear as seen below Enter the room name and the room token which can be found on your team's dashboard and save the settings. To get these details, login to HipChat and click Rooms and select the room you'd want to receive notifications in: That's about it. You are now all set to receive notifications in your cool chat rooms among your hip roomies.
KSD Facebook quick start
After activating your KSD Facebook license, reload the settings page and a Facebook tab should appear as seen below. Awesome. Now head over to your Facebook page and copy and paste the URL into the text box. That done one more step to go. Hit the login button to integrate your shiny new add on with Facebook and that's about it.
KSD Mail quick start
After installing and activating the KSD Mail plugin head over to the Tickets > Settings > Licenses tab and enter your license and click the Activate License button Once your license has been activated click create a free Kanzu Mail account set up an email account with Kanzu Mail to which you shall forward your emails. But that's for later. Let's move on. On clicking the link a new window shall be opened at http://kanzucode.com/create-mail-account. Fill out the form and click Create Account. Remember to note down your username and password for later. Now head over to the Tickets > Settings > Kanzu Mail tab. Awesome. Let's use that username and password you made up earlier so we can log into Kanzu Mail from the add-on so that it can retrieve your forwarded emails. Hang in there we're almost done. OK. Once you have successfully logged in the add-on can successfully retrieve emails from the Kanzu Mail server. But how do my emails get to the Kanzu Mail server? Yes. Great question Einstein. Well all you need to do is set up the email account that receives your support email e.g. support@acme.com to forward your emails to your Kanzu Mail account at username@ksdmail.kanzucode.com. In case you're not sure how to do that here's a nice guide that will help you out. One more thing. We need the forwarding email address so that everything can work nice and smooth in the background. Fill out the From( Name ) and From( Email Address ) under the General tab and click the Update button in the bottom right corner. And that's it. Pour a cup of coffee, put your feet up and watch some cat videos on YouTube and let Kanzu Mail do everything. Every support mail that comes into your email account shall be automatically forwarded and a ticket created inside Kanzu Support Desk. Talk about making customer support easy!

Knowledge Base quick start
After activating your license, the knowledge base comes alive! Your knowledge base presents information to your customers before they create a support ticket. This allows them to 'self-serve' (like at an all-you-can-eat buffet). When a customer goes to your ticket submission form (wherever you've added it), the articles you created in your knowledge base will be presented to them broken down by category.

See creating content on how to make the most of this

Also, you can also create a beautiful knowledge base landing page that showcases your most important content. See add a landing page for this

Your knowledge base articles have a navigational sidebar automatically appended to them. Check out more details on how it works here

Your content's only good to the extent to which your customers find it helpful. Each article automatically has a form to receive feedback on how good (or not so good) the article is. See more here on how to check article feedback

Creating content
More on this here: https://kanzucode.com/knowledge_base/creating-knowledge-base-content/
Landing page
The landing page shows all your knowledge base articles grouped by categories. The landing page is automatically created when you install the add-on named knowledge-base
The Sidebar
Every knowledge base article has a sidebar that helps users navigate through articles and view related content. It displays your knowledge base articles grouped by category.
Feedback & Related content
Every knowledge base article has a form automatically appended to it that requests the user to rate the article. This feedback allows you to improve your articles. Also, related content is added to allow your users to seamlessly navigate to other content in the category. [caption id="attachment_2109" align="aligncenter" width="640"] Article feedback and related content[/caption] The collected feedback is displayed in the admin end, next to each article: and on the article's edit screen.
Restrict Article Access
When you are creating a new knowledge base article you can restrict who is allowed to view that article based on four parameters namely All, None, Username, Role.
- All restricts everyone from viewing.
- None removes all restrictions. to viewing the article
- Username allows only specified logged in users to view the articles
- Role restricts viewing the article based on one or more roles.
Restrict Topic Access
It is possible to restrict entire topics from being viewed.
Creating Knowledge Base content
This is at the heart of how useful your knowledge base is. Let's see how to do this... [ksd_kb_toc] First, on license activation, a 'Knowledge Base' item will be added to your admin dashboard: [caption id="attachment_1986" align="aligncenter" width="578"] Where the knowledge base magic happens...[/caption] To add anything to your knowledge base, go to that item, select 'Add New' and enter the details of your knowledge base article as you would for a normal post. Categorization of your content is very important. Go to Knowledge Base > Categories to create the relevant categories that you'll add your articles to. Customer-facing interfaces that show knowledge base articles will generally first show the categories before showing the actual articles. This allows your customer to easily select what they want to see without having to sift through all your articles. For example, if you have three categories, add-ons, advertising and installation, this is what your customer will see when they access your knowledge base. More on accessing your knowledge base here [caption id="attachment_1989" align="aligncenter" width="404"] Knowledge base support tab[/caption] As you can see, your customer's able to search by keyword, question or knowledge base article.
Add headers
For long knowledge base articles, consider breaking the content into sections and adding subheadings to each section. For example, an article on How to become a superhero could have a section on Finding a spider, Getting bitten by the spider, Creating a superhero costume and then Swinging from building to building We recommend that you use h3 headings for each of these subheadings.
Table of contents
After adding headers, add a table of contents to the top of your article. Do this by using the shortcode [[ksd_kb_toc]] By default, this uses h3 to create table of content entries and h4 to create child entries for each entry. Below's an example of this in action: [caption id="attachment_1994" align="aligncenter" width="1030"] Table of content entries[/caption] Below's the table of contents generated: [caption id="attachment_1995" align="aligncenter" width="627"] Table of contents display[/caption]
Use different tags
If you don't want to use h3 and h4 for your headings, you can specify that tags you've used as attributes of the ksd_kb_toc shortcode. For example, if you used h5 and h6 as your headings and subheadings respectively, use the following shortcode: [[ksd_kb_toc tag="h5" child_tag="h6"]]
Add Notices
Notices allow you to highlight some text. You can use shortcode [[kb_notice]] to generate different kinds of notices. The shortcode has the following options:
1. type - Possible values are warning, error, info and success. Default is info
2. width - This is a percentage of how much of the content it should take up. The default is 100%
3. align - Where the text should align to. Possible values are: center,left,right and justify. Default is center
Below are some examples of these in action: Code [[kb_notice]Do not try swinging like spiderman at home[/kb_notice]] Results in: [kb_notice]Do not try swinging like spiderman at home[/kb_notice] Code: [[kb_notice type="error"]Do not try swinging like spiderman at home[/kb_notice]] Results in: [kb_notice type="error"]Do not try swinging like spiderman at home[/kb_notice] Code: [[kb_notice width="50%"]Do not try swinging like spiderman at home[/kb_notice]] Results in: [kb_notice width="50%"]Do not try swinging like spiderman at home[/kb_notice] Code: [[kb_notice align="left" type="success"]We need to insist on this - Do not try swinging like spiderman at home[/kb_notice]] Results in: [kb_notice align="left" type="success"]We need to insist on this - Do not try swinging like spiderman at home[/kb_notice]

KSD Twitter Quick Start
After activating KSD Twitter, navigate to the Twitter tab shown below Before we get to what those shiny new settings actually do lets first authorize our twitter plugin to exactly what we want it to do. Hit that 'Authorize Application ' If all goes well then you should see the words "Already authorized" next to the "Authorize Application" button. With that all done we are in the last mile. Specify how often you would like your add on to pull tweets from your Twitter timeline and how many at a time it should pull. We have set sensible defaults for you but hey, one man's sensible is another man's completely nuts. Have fun.
KSD Olark quick start
Please note that before you can use KSD Olark you must be a paid subscriber with Olark. Once you have activated KSD Olark reload the settings page and navigate to the Olark tab as seen above. Do you want to have the Olark Chat Widget on your site front end? Well we are more than glad to help you out and append it to your site on the front end. Simply select "No" on the option Olark already in use? Then head over to your Olark dashboard and copy and paste you Site ID over here so we can know who we are talking to. That done, now follow the step by step instructions on how to complete the integration between KSD Olark and your Olark account. They might look complicated at first but trust us they are all bark and no bite!
KSD HipChat quick start
Once you have successfully activated your KSD HipChat, reload the setting page and a HipChat tab will appear as seen below Enter the room name and the room token which can be found on your team's dashboard and save the settings. To get these details, login to HipChat and click Rooms and select the room you'd want to receive notifications in: That's about it. You are now all set to receive notifications in your cool chat rooms among your hip roomies.
KSD Facebook quick start
After activating your KSD Facebook license, reload the settings page and a Facebook tab should appear as seen below. Awesome. Now head over to your Facebook page and copy and paste the URL into the text box. That done one more step to go. Hit the login button to integrate your shiny new add on with Facebook and that's about it.
KSD Mail quick start
After installing and activating the KSD Mail plugin head over to the Tickets > Settings > Licenses tab and enter your license and click the Activate License button Once your license has been activated click create a free Kanzu Mail account set up an email account with Kanzu Mail to which you shall forward your emails. But that's for later. Let's move on. On clicking the link a new window shall be opened at http://kanzucode.com/create-mail-account. Fill out the form and click Create Account. Remember to note down your username and password for later. Now head over to the Tickets > Settings > Kanzu Mail tab. Awesome. Let's use that username and password you made up earlier so we can log into Kanzu Mail from the add-on so that it can retrieve your forwarded emails. Hang in there we're almost done. OK. Once you have successfully logged in the add-on can successfully retrieve emails from the Kanzu Mail server. But how do my emails get to the Kanzu Mail server? Yes. Great question Einstein. Well all you need to do is set up the email account that receives your support email e.g. support@acme.com to forward your emails to your Kanzu Mail account at username@ksdmail.kanzucode.com. In case you're not sure how to do that here's a nice guide that will help you out. One more thing. We need the forwarding email address so that everything can work nice and smooth in the background. Fill out the From( Name ) and From( Email Address ) under the General tab and click the Update button in the bottom right corner. And that's it. Pour a cup of coffee, put your feet up and watch some cat videos on YouTube and let Kanzu Mail do everything. Every support mail that comes into your email account shall be automatically forwarded and a ticket created inside Kanzu Support Desk. Talk about making customer support easy!
How to Enable IMAP support in PHP
The IMAP extension in PHP enables you to communicate with email servers via both the IMAP and POP protocols. Without it enabled, all plugins that use imap_* functions won't work. KSD Mail is one such plugin. To allow you to seamlessly manage your customer support tickets from one pretty interface ( including tickets logged by sending emails to your-support-email@your-domain.com), KSD Mail interacts with your email server using IMAP.

As handy as it is, the extension isn't always enabled by default by all web hosts. The method you'll need to use to enable IMAP support in PHP will depend on your access level, expertise and preference. We highly, highly recommend method 1

1. Ask for it
Your host ought to have the extension enabled; if they don't, they should be able to enable it without you jumping through hoops. Here's a (tried & tested) letter:
Hi {hosting company} support,I hope this finds you kicking dragons, taking names and being super awesome. I'd like you to enable the PHP IMAP extension for my account. It'll go a long way to further cement this long-running (hosting) relationship of ours. Thanks!
Then sit back and watch your (hosting) relationship grow. If that fails, you have two options - start hosting with us or move on to the next steps
2. Modify php.ini
Php.ini holds PHP's configuration. You'll need to modify this. You can do this in different ways but we'll go through how to do it using your account's FTP credentials. Put this in a file: <?php phpinfo(); ?> Save it as info.php. Use your FTP credentials and upload that file to the public_html (or www) directory on your account. In your browser, navigate to www.yourdomain.com/info.php. Copy the line that contains Loaded Configuration File Also, copy the line that contains DOCUMENT_ROOT Put this in another file: <?php system( "cp /path1/copied/in/the/previous/step/php.ini /home/yourusername/public_html/php.ini");?> Replace /path/copied/in/the/previous/step/php.ini with the first path you copied in the previous step. Replace /home/yourusername/public_html/php.ini with the second path Save that file as copy.php and upload it to your server. Navigate to www.yourdomain.com/copy.php Congratulations! We are almost done. You've successfully copied your web host's PHP configuration. Now, FTP into your account and navigate to the public_html (or www) directory. There should be a php.ini file in there. Download that file and open it with Notepad. Search for 'imap'. You'll find this line: ;extension=php_imap.so Remove the semi-colon at the beginning of that line. If that line doesn't exist, find any line that starts with extension= and below it, add extension=php_imap.so Save the file and upload it to your account. That's it. All is well - you are done. IMAP is enabled. Have a drink on us and send the bill using a carrier pigeon NB: Be sure to delete copy.php and info.php created during this process
KSD replies quick start
After activating your KSD Replies license, you should be ready to join customer service ninjas who respond super fast (and probably don't only wear black). When you activate the license, reload your settings page. An additional tab will be added to your settings. Go to that tab. [caption id="attachment_2235" align="aligncenter" width="1197"] The replies tab anatomy. That could become a TV show one day[/caption] Give a category, title and subject to your reply before entering content and saving it. To edit/delete a reply, hover on it and 'Edit' and 'Delete' links will appear in the right corner of the reply, next to its category name. So, what's the deal with category/title/subject you ask? It's easier to explain the distinction when you see them in action. Let's see that... Now, if you have AT LEAST ONE saved reply, every time you create a new ticket or a new ticket reply, you'll have an 'Insert Reply' button in your WordPress editor. Click on that button to view your replies. PS: Create at least one reply for the magic to happen [caption id="attachment_2236" align="aligncenter" width="906"] Insert a WordPress help desk reply[/caption] As you can see, the categories group your replies while the titles help you easily identify them. On clicking a title, the ticket subject and content are automatically populated. In the case of a reply, the subject is ignored since the ticket will already have a subject. That's it! Go ye forth and reply like a....
Knowledge Base quick start
After activating your license, the knowledge base comes alive! Your knowledge base presents information to your customers before they create a support ticket. This allows them to 'self-serve' (like at an all-you-can-eat buffet). When a customer goes to your ticket submission form (wherever you've added it), the articles you created in your knowledge base will be presented to them broken down by category.

See creating content on how to make the most of this

Also, you can also create a beautiful knowledge base landing page that showcases your most important content. See add a landing page for this

Your knowledge base articles have a navigational sidebar automatically appended to them. Check out more details on how it works here

Your content's only good to the extent to which your customers find it helpful. Each article automatically has a form to receive feedback on how good (or not so good) the article is. See more here on how to check article feedback

Creating content
More on this here: https://kanzucode.com/knowledge_base/creating-knowledge-base-content/
Landing page
The landing page shows all your knowledge base articles grouped by categories. The landing page is automatically created when you install the add-on named knowledge-base
The Sidebar
Every knowledge base article has a sidebar that helps users navigate through articles and view related content. It displays your knowledge base articles grouped by category.
Feedback & Related content
Every knowledge base article has a form automatically appended to it that requests the user to rate the article. This feedback allows you to improve your articles. Also, related content is added to allow your users to seamlessly navigate to other content in the category. [caption id="attachment_2109" align="aligncenter" width="640"] Article feedback and related content[/caption] The collected feedback is displayed in the admin end, next to each article: and on the article's edit screen.
Restrict Article Access
When you are creating a new knowledge base article you can restrict who is allowed to view that article based on four parameters namely All, None, Username, Role.
- All restricts everyone from viewing.
- None removes all restrictions. to viewing the article
- Username allows only specified logged in users to view the articles
- Role restricts viewing the article based on one or more roles.
Restrict Topic Access
It is possible to restrict entire topics from being viewed.

Forwarding your email to Kanzu Mail
Good morning class. Today, we'll look at the exciting topic, "The life and habitation of fresh water snails".... Oops. Wrong lesson. We have something way cooler. Let's figure out how to forward all your top secret support emails to our highly secure Kanzu Mail server. There are two ways we can get this done depending on where we are starting from (where your support email address is hosted). If your support email's a Yahoo or Gmail address e.g. yoursupport@gmail.com, method 1 covers you. If your email's hosted at your domain, you'll need to use the Forwarding from a server option:
- Either from an email client e.g. Gmail, Yahoo etc.
- Or from a server
Forwarding from an email client
- Gmail
- Yahoo
Forwarding from a server
- Control Panel
Forwarding emails from cPanel
1. Ready. Set. Go. Login to your control panel, usually located at www.yourdomain.com/cpanel. Different CPanels use different themes; we'll share what this'll look like in 2 very common themes - Retro and Basic. Click Forwarders under the Email section. [caption id="attachment_2989" align="aligncenter" width="430"] Retro[/caption] [caption id="attachment_3004" align="aligncenter" width="430"] Basic[/caption]
2. Click Add Forwarder. [caption id="attachment_2990" align="aligncenter" width="476"] Retro[/caption] [caption id="attachment_3005" align="aligncenter" width="476"] Basic[/caption]
3. Fill in the necessary details as shown below and click the Add Forwarder button at the bottom of the form. [caption id="attachment_2991" align="aligncenter" width="401"] Retro[/caption] [caption id="attachment_3006" align="aligncenter" width="401"] Basic[/caption]
4. Tada! And that's about it.
Forwarding emails from Gmail
1. OK. Lets get the ball rolling. Click on the gear icon in the top right corner in Gmail and select Settings
2. In the Settings page head over to the Forwarding and POP/IMAP tab. Under it click the button Add a forwarding address
3. In the pop up box that appears enter the Kanzu Mail email address that you created and click Next
4. If all is well another browser window should open as shown below. Please click Proceed so we can go do some more eh.. top secret stuff.
5. That done. The mini browser window should close now and another pop up will appear in the Gmail settings. Click OK.
6. Now head over to your WordPress admin dashboard and to Tickets. Yippee you should have your first ticket. If you don't see it wait a couple of minutes and reload the page.
7. Sorry to break up your happy dance but its just Gmail with your confirmation code. Copy it to the clipboard.
8. Head back to the Gmail Settings page and paste it as shown below and click Verify.
9. That's about it. Don't forget to click the Save Changes button at the bottom of the Gmail Setings page.
KSD Mail quick start
After installing and activating the KSD Mail plugin head over to the Tickets > Settings > Licenses tab and enter your license and click the Activate License button Once your license has been activated click create a free Kanzu Mail account set up an email account with Kanzu Mail to which you shall forward your emails. But that's for later. Let's move on. On clicking the link a new window shall be opened at http://kanzucode.com/create-mail-account. Fill out the form and click Create Account. Remember to note down your username and password for later. Now head over to the Tickets > Settings > Kanzu Mail tab. Awesome. Let's use that username and password you made up earlier so we can log into Kanzu Mail from the add-on so that it can retrieve your forwarded emails. Hang in there we're almost done. OK. Once you have successfully logged in the add-on can successfully retrieve emails from the Kanzu Mail server. But how do my emails get to the Kanzu Mail server? Yes. Great question Einstein. Well all you need to do is set up the email account that receives your support email e.g. support@acme.com to forward your emails to your Kanzu Mail account at username@ksdmail.kanzucode.com. In case you're not sure how to do that here's a nice guide that will help you out. One more thing. We need the forwarding email address so that everything can work nice and smooth in the background. Fill out the From( Name ) and From( Email Address ) under the General tab and click the Update button in the bottom right corner. And that's it. Pour a cup of coffee, put your feet up and watch some cat videos on YouTube and let Kanzu Mail do everything. Every support mail that comes into your email account shall be automatically forwarded and a ticket created inside Kanzu Support Desk. Talk about making customer support easy!
How to Enable IMAP support in PHP
The IMAP extension in PHP enables you to communicate with email servers via both the IMAP and POP protocols. Without it enabled, all plugins that use imap_* functions won't work. KSD Mail is one such plugin. To allow you to seamlessly manage your customer support tickets from one pretty interface ( including tickets logged by sending emails to your-support-email@your-domain.com), KSD Mail interacts with your email server using IMAP.

As handy as it is, the extension isn't always enabled by default by all web hosts. The method you'll need to use to enable IMAP support in PHP will depend on your access level, expertise and preference. We highly, highly recommend method 1

1. Ask for it
Your host ought to have the extension enabled; if they don't, they should be able to enable it without you jumping through hoops. Here's a (tried & tested) letter:
Hi {hosting company} support,I hope this finds you kicking dragons, taking names and being super awesome. I'd like you to enable the PHP IMAP extension for my account. It'll go a long way to further cement this long-running (hosting) relationship of ours. Thanks!
Then sit back and watch your (hosting) relationship grow. If that fails, you have two options - start hosting with us or move on to the next steps
2. Modify php.ini
Php.ini holds PHP's configuration. You'll need to modify this. You can do this in different ways but we'll go through how to do it using your account's FTP credentials. Put this in a file: <?php phpinfo(); ?> Save it as info.php. Use your FTP credentials and upload that file to the public_html (or www) directory on your account. In your browser, navigate to www.yourdomain.com/info.php. Copy the line that contains Loaded Configuration File Also, copy the line that contains DOCUMENT_ROOT Put this in another file: <?php system( "cp /path1/copied/in/the/previous/step/php.ini /home/yourusername/public_html/php.ini");?> Replace /path/copied/in/the/previous/step/php.ini with the first path you copied in the previous step. Replace /home/yourusername/public_html/php.ini with the second path Save that file as copy.php and upload it to your server. Navigate to www.yourdomain.com/copy.php Congratulations! We are almost done. You've successfully copied your web host's PHP configuration. Now, FTP into your account and navigate to the public_html (or www) directory. There should be a php.ini file in there. Download that file and open it with Notepad. Search for 'imap'. You'll find this line: ;extension=php_imap.so Remove the semi-colon at the beginning of that line. If that line doesn't exist, find any line that starts with extension= and below it, add extension=php_imap.so Save the file and upload it to your account. That's it. All is well - you are done. IMAP is enabled. Have a drink on us and send the bill using a carrier pigeon NB: Be sure to delete copy.php and info.php created during this process