Scebo

Note: Scebo plugin is in first public beta testing phase. If you would like to leave a feedback you can do that here. If any or all of this documentation is not totally clear, please let us know so we can improve our documentation and help you with something when our assistance is required. Thanks so much!

Automatic Scebo plugin installation

To do an automatic install of Scebo plugin log in to your WordPress admin panel, navigate to the Plugins menu and click Add New. Click on the Upload Tab. Browse the scebo.zip and upload it. You will be taken to the Plugins page. Find the Scebo plugin, and click on Activate.

Manual Scebo plugin installation

The manual installation involves uploading the downloaded files to your webserver via your favorite FTP application. Find the scebo.zip on your computer and unzip it. Using an FTP program upload the unzipped plugin folder to your WordPress installation’s wp-content/plugins/ directory. Go to Plugins page within the WordPress admin, find the Scebo plugin, and click on Activate.

First steps after installation

After you install the plugin sample data will be imported. You will get imported ticket statuses, ticket priorities, ticket categories and two sample support tickets. What you need to do after:

1. Go to Scebo Options page within the WordPress admin, and select a statuses you will use for Open tickets and for Pending tickets, and click on Save Changes. After you do this, all tickets with the Panding status, after the customer new comment update, will automatically get Open status.

2. Go to Settings -> Discussion page within the WordPress admin, and under the E-mail me whenever uncheck the Anyone posts a comment and A comment is held for moderation. After you do this, all customers will get only one notification mail about the update.

3. Navigate to the Scebo Options and click on Notifications. Here you can change the notification emails as you wish.

Ticket categories

To add a new ticket category go to Ticket Categories page, fill the fields and click the Add New Ticket Category button.

Ticket priorities and statuses

To add a new ticket status or priority go to Ticket Priorities or Statuses page, fill the fields and click the Add New button. Ticket status have color option and you can set it while you adding or editing the statuses.

Adding the ticket submission page

Add shorcode [add-new-ticket] to any page or post and ticket submission form will be displayed. Please note that user need to be registered and logged in. If user is not registered yet he will get registration form instead of ticket submission form.

Working with the tickets

After the ticket is submitted it will be displayed on All Tickets page, with all informations about it.

On the single ticket admin page you can also change the ticket priority, status and category. Here also you can find detailed informtions about the ticket. After you change the ticket details click the blue Update button bellow ticket details area.

To add answer to the ticket, click on the ticket title and in the single ticket admin page, bellow the editing area find Comments section and click on Add comment. Fill the comment area and click to blue Add Comment button.