Knowledgebase questions before submitting ticket?

[kenjb]

We just upgraded from V2 to V3. One feature we used to have was when a visitor is submitting a new ticket, it automatically showed relevant knowledgebase questions and answers before submitting the ticket. Is that still alive in V3

Also where the the knowledgebase screen that show the questions and answers plus a searchbox for the visitors?

One last question. How can I turn on HTML in predefined responses and HTMl in ticket posts. Most of our responses involve links to page on our site, so having html is required.

Thanks

[supportskins]

We just upgraded from V2 to V3. One feature we used to have was when a visitor is submitting a new ticket, it automatically showed relevant knowledgebase questions and answers before submitting the ticket. Is that still alive in V3

Yes although in v3 that feature is replaced with the modern IRS - Instant Response System wherein relevant questions are showed as the user types in his question.

Also where the the knowledgebase screen that show the questions and answers plus a searchbox for the visitors?

A direct link to your KB section would be - yourdomain.com

One last question. How can I turn on HTML in predefined responses and HTMl in ticket posts. Most of our responses involve links to page on our site, so having html is required.

By turning on HTML do you mean you enable WYSIWYG editor for Ticket reply or you wish to send the outgoing emails in HTML?

Regards,

Hiren Mehta

[kenjb]

Also where the the knowledgebase screen that show the questions and answers plus a searchbox for the visitors?

A direct link to your KB section would be - yourdomain.com


Ok in V2 when you brought up the esupport/index.php?a_=knowledgebase

it came up with the questions and anwsers, plus a search box on the screen to search the questions. When clicking on the default kowledgebase button within the esupport/index.php page, it just shows questions and answers but no search box. Is there a value missing in the url? Thanks

One last question. How can I turn on HTML in predefined responses and HTMl in ticket posts. Most of our responses involve links to page on our site, so having html is required.

By turning on HTML do you mean you enable WYSIWYG editor for Ticket reply or you wish to send the outgoing emails in HTML?

In V2 we were able to have html responses. I can generate the html myself, but the actual tickets in V2 showed the html coding and did not handle the html. Is V3 improved in that it will support showing and sending html responses? thanks

[kenjb]

QUOTE>Yes although in v3 that feature is replaced with the modern IRS - Instant Response System wherein relevant questions are showed as the user types in his question.<QUOTE

Ok without sounding like a newbie... .is that part of esupport? Where can I turn that on? Thanks

[craigbrass]

Admin CP -> Settings -> "Enable the Instant Response System (IRS)" under "Client Support Interface Settings".

[supportskins]

In V2 we were able to have html responses. I can generate the html myself, but the actual tickets in V2 showed the html coding and did not handle the html. Is V3 improved in that it will support showing and sending html responses? thanks

In v3 as well, HTML codes are dropped while it only displays the content when viewing a ticket. Only if the HTML code is broken it can show you half the content and not full. In such a case you can view the full content by clicking on the "View Email Headers" icon which appears next to the ticket post.

[WHB-Jef]

We are running supportsuite 3.11.01, I have nothing under settings about "client support interface" under settings. Is it labeled something different in supportsuite 3.11.01?

[supportskins]

Make sure you are checking under the Admin CP and not Staff CP and the full path would be:

Admin CP > Settings > Tickets > Client Support Interface Settings > Enable the Instant Response System (IRS)