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.

ksd_tut_facebook_settings

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

phpini_copying

Also, copy the line that contains DOCUMENT_ROOT
php_enable_imap_doc_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.

ksd_replies_settings
The replies tab anatomy. That could become a TV show one day

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

Insert a WordPress help desk reply
Insert a WordPress help desk reply

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:

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.

Article feedback and related content
Article feedback and related content

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.