The Formidable Forms integration aims to reduce support tickets by requiring users to search the knowledge base before submitting a request.

Installation

1. Ensure the latest version of the Heroic Knowledge Base plugin is installed and the license is activated.
2. Ensure the Formidable Forms plugin is installed and activated.

Usage

1. Activate the Integration:
   • Once the Heroic Knowledge Base plugin is installed and the license is activated, a new field called “KB Suggest” will appear in the Formidable Form editor.
2. Implementing the KB Suggest Field:
   • Add the KB Suggest field to your “Submit a Ticket” form to gather information for support requests.
   • Use conditional logic to hide the support request fields until the user has searched the knowledge base.
   • Users will either find an answer (avoiding a support ticket) or confirm they couldn’t find a solution.

How It Works

Integrating the KB Suggest Field of the Heroic Knowledge Base plugin with your Formidable Form is a straightforward process. Here’s how it works:

1. Add our special “KB Suggest” form field to your form:

2. Include any additional necessary fields in your Formidable Forms support form that are essential for providing support:

Use Formidable Forms’ Conditional Logic feature on a checkbox field so that it only appears when the KB Suggest field isn’t empty. Then, use the Conditional Logic feature again on the rest of the fields in your support form to display those only if the checkbox is checked.

3. Here’s what the form will look like:

4. When a user enters a keyword to search, they will be presented with suggested knowledge base articles:

5. If none of the suggested articles are helpful, the user can check the box and continue to open a support ticket:

By following these steps, you can seamlessly integrate the KB Suggest Field of the Heroic Knowledge Base plugin with your Formidable Forms support forms, providing users with helpful suggestions and the option to submit a support ticket if needed.

FAQs

Do I need a paid version of the Formidable Forms plugin to use this integration?

No, you can use the free version of the Formidable Forms plugin as well. However, keep in mind that the Conditional Logic functionality is not available in the free version, meaning all the form fields will always be visible instead of conditionally.

The post Formidable Forms Integration first appeared on HeroThemes.

The WPForms integration aims to reduce support tickets by requiring users to search the knowledge base before submitting a request.

Installation

1. Prerequisites:
   • Ensure the latest version of the Heroic KB plugin is installed and activated.
   • Ensure the WPForms plugin is installed and activated.
   • Activate your Heroic KB Pro license.
2. Installing the Integration:
   • Once your Heroic KB Pro license is active, you will be prompted to install the Heroic Knowledge Base Integrations plugin from the WordPress dashboard.

Usage

1. Activate the Integration:
   • With the Heroic Knowledge Base Integrations plugin active, a new field called “KB Suggest” will appear in the WPForms form editor.
2. Implementing the KB Suggest Field:
   • Add the KB Suggest field to your “Submit a Ticket” form to gather information for support requests.
   • Use conditional logic to hide the support request fields until the user has searched the knowledge base.
   • Users will either find an answer (avoiding a support ticket) or confirm they couldn’t find a solution.

How It Works

Integrating Heroic KB with your WPForms support forms is a straightforward process. Here’s how it works:

1. Add our special “KB Suggest” form field to your form:

Use WPForms’ Smart Logic feature on a checkbox field so that it only appears when the KB Suggest field isn’t empty. Then, use the Smart Logic feature again to display the rest of the form only if the checkbox is checked.

2. Here’s what the form will look like:

3. When a user enters a keyword to search, they will be presented with suggested knowledge base articles:

4. If none of the suggested articles are helpful, the user can check the box and continue to open a support ticket:

By following these steps, you can seamlessly integrate Heroic KB with your WPForms support forms, providing users with helpful suggestions and the option to submit a support ticket if needed.

FAQs

The post WPForms Integration Documentation first appeared on HeroThemes.

If your site does not use a configuration that uses .htaccess, such as nginx, or you see a message warning you to verify that attachments should not be directly accessible, this should be reviewed.

It is vital you regularly test direct access to attachments, to ensure these are suitably protected.

NGINX Configuration (Deny all direct access)

location ^~ /wp-content/uploads/desk {
  deny all;
  return 404;
}

You may need to configure the NGINX rules differently if you wish to add conditional viewing of the attachments via the WordPress admin / media screens.

The post Heroic Inbox – Protecting the Attachments Directory first appeared on HeroThemes.

This guidance assumes you have KnowAll installed with a single language and default settings, wishing to add a second language with Polylang.

Install and activate Polylang

Polylang can be added from Plugins > Add New.

Configure Polylang site languages

The Polylang setup will guide you through the initial installation steps.

• (Languages)
  • Note the first language added will be the default language
• (Media)
• (Content)
• (Ready)

Allow articles, article categories and article tags to be translated

Polylang needs to be configured to enable the knowledge base content to be translated.

This can be done from the settings in Languages > Settings > Custom post types and Taxonomies

Check URL settings

Depending on how your site is configured, check the URL settings from Languages > Settings > URL modifications.

This guide assumes the configuration in the screenshot below.

Add a language switcher to the menu

Create a menu item from Appearance > Menus

Add Menu to all language site header menus (an/or footer) and be sure to Save the menu.

If you have no content in alternative language only the main language will be displayed, let’s translate some content.

Create translations of the article categories (and article tags where required)

Open the Article Categories edit screen in Knowledge Base > Article Categories.

Click + icon next to an existing category add a translation for the language in that column. A new category will be created which will be linked to the original category. Enter the translation details and click Save.

Follow the same process for tags from Knowledge Base > Article Tags.

Create translations of the articles

View all the articles from Knowledge Base > All Articles.

Click on + icon to add translation for the article for that language in the column.

Check categories & tags, these should automatically be added if translated in the step above.

Translate theme strings

Static strings, not related to content can be translated with the Polylang string translation options.

These are managed from Languages > String Translations. Ensure sure all languages selected (or language you want to translate)

Translate widgets

Some widget text will be translated, if not, add a variation for each language from Appearance > Widgets. Create a duplicate of the widget and assign to a specific language.

Final result

The final result will be different variations of your site for each language.

Current Limitations

We are aware of the following limitations of the Polylang plugin and HeroThemes’ products:-

• Breadcrumbs only work for main language
• Search will return results from all languages

The post Working with Polylang first appeared on HeroThemes.

Overview

The Help Scout integration is designed to assist with customer support tickets in the Help Scout interface. It adds an additional panel that searches a connected knowledge base with the current conversation tags.

Installation

The Heroic Knowledge Base integrations plugin requires the latest Heroic Knowledge Base plugin to be installed and activated. Either as a standalone plugin, or the version packaged with the KnowAll theme.

The Help Scout integration requires an active Help Scout subscription on a Standard or Plus plan (API and integrations).

Ensure your KnowAll Pro license is active, you will then be prompted to install the Heroic Knowledge Base Integrations plugin from the WordPress dashboard.

Usage

1. Login to Help Scout and goto the Help Scout Custom App Integration.
2. Click on the Create App button.
3. In the next section, name your integration eg. A Knowledge Base  Integration, this will be displayed in the panel in Help Scout.
4. Select Dynamic Content as the content type.
5. Enter the callback url for the site where Heroic Knowledge Base Integrations is installed. eg. https://example.com/wp-admin/admin-ajax.php?action=ht_kb_help_scout_app
6. Enter a 40 character random App Key string (tip a site like random.org can be used to generate a unique key).
7. Select the mailboxes to use this integration and hit Save.
8. Next, generate a User App ID and Secret from your Help Scout profile. Your Profile > My Apps. Click Create My App.
9. Enter the name of your App from Step 3 and the callback URL from Step 5. Click Create and the User App ID and User App Secret will be displayed.
10. In your WordPress Knowledge Base Settings administration, select the Integrations tab.
11. Enter the User App ID and User App Secret shown in your User Profile section and hit Save.
12. When viewing a ticket in Help Scout the top three results for each of the current conversation tags will be returned, making it easier to reference content in your knowledge base. (tip: when adding a new tag, refresh the current conversation to get updated results)

Screenshots

The post Help Scout Integration Documentation first appeared on HeroThemes.

Overview

The Slack integration is designed to display notifications from your knowledge base into Slack.

Installation

The Heroic Knowledge Base integrations plugin requires the latest Heroic Knowledge Base plugin to be installed and activated. Either as a standalone plugin, or the version packaged with the KnowAll theme.

The Slack Integration requires an active Slack account, free plans may have limited app integrations.

Ensure your KnowAll Pro license is active, you will then be prompted to install the Heroic Knowledge Base Integrations plugin from the WordPress dashboard.

For users with Heroic KB Pro, you can download the standalone integrations plugin from Your HeroThemes Account, in the Downloads tab. This can then be installed as a separate plugin.

Usage

1. Create a Channel in Slack where the messages will go (or use an existing channel)
2. Click Settings (cog icon) then Add an app
3. Search for Incoming Webhooks
4. Click Add Configuration
5. Select the Channel from the dropdown and click Add Incoming Webhook Integration
6. Copy the Webhook URL into Knowledge Base > Settings > Integrations (tab) > Slack (section) > Webhook URL.
7. Additionally, select all the knowledge base notifications you wish to send to Slack.

Screenshots

The post Slack Integration Documentation first appeared on HeroThemes.

For most uses, you can use the visual Heroic Shortcodes button, available in the visual editor when editing content such as articles.

It’s possible to manually edit the shortcodes after they’ve been inserted or copy and paste shortcodes between content.

This guide covers each shortcode, the available options for manual editing. Please note the brackets and quotes as the shortcode will not be displayed correctly if these are not correctly placed.

The front end visual examples for each of these shortcodes can be found on the Shortcodes Page on the KnowAll demo.

Tabs

[ht_tabs tabs="3" tab_head_1="Discover the tab shortcode" tab_content_1="The Tab shortcode allows your customers to walk through steps of a tutorial" tab_head_2="Even more to learn" tab_content_2="It's flexible - to showcase your content in a way that is easy to read and manage" tab_head_3="Conclusions" tab_content_3="The best bit... it's included in KnowAll, and styled for you." id="" class="" style="" ]

Toggle

[ht_toggle title="A toggle.." id="" class="" style="" ] Let's you display teaser content and reveal in a click. This shortcode is packaged with KnowAll.[/ht_toggle]

Accordion

[ht_accordion sections="3" section_head_1="An Accordion" section_content_1="A variation on toggle, each section expands in turn to reveal another." section_head_2="Multiple steps" section_content_2="Can be split out content using an accordion shortcode." section_head_3="Make your content interactive" section_content_3="Let your customers discover your products for themselves." id="" class="" style="" ]

Messages

A success message with icon

[ht_message mstyle="success" title="Packaged with useful shortcodes" show_icon="true" id="" class="" style="" ]KnowAll comes packaged with all the tools you need to set up and run a successful support center including useful shortcodes and styling elements to make your content stand out.[/ht_message]

An alert message with icon

[ht_message mstyle="alert" title="KnowAll includes four message styles" show_icon="true" id="" class="" style="" ]Create asides, demonstrate points and alert your customers/visitors to key features and functionality.[/ht_message]

A danger message with icon

[ht_message mstyle="danger" title="Key Warnings" show_icon="true" id="" class="" style="" ]Can be displayed with this warning message.[/ht_message]

An infomation message with icon

[ht_message mstyle="info" title="Information message" show_icon="true" id="" class="" style="" ]Casual information that you want to highlight is best displayed with the Information message shortcode, packaged with KnowAll.[/ht_message]

A success message without icon

[ht_message mstyle="success" title="I am a success message (without an icon)" show_icon="" id="" class="" style="" ]You can choose the title, content and whether or not to display and icon. KnowAll handles the styling, so your content looks great, no matter what your message.[/ht_message]

Gutenberg Support

Gutenberg support is something we are working towards as it matures and is added to WordPress core.

In the meantime, Heroic Shortcodes work using the Classic block. Simply select the Heroic Shortcodes icon above the editor in the Classic block, or use the shortcodes directly as above.

The post Heroic Shortcodes reference for KnowAll first appeared on HeroThemes.

For those looking to go beyond the standard features and functionality of our products, to enhance or modify the default look and functionality of WordPress or the theme, this can be done with either plugins or customization.

Customization

Our themes include a pre-packaged child theme, which allows for completely bespoke development of the base (parent) theme. You may wish to read the Child Themes guidance on WordPress.org.

The key benefits of using a child theme is that it allows developers to override theme styles and functionality, while leaving the base theme unaltered. This makes development quicker and ensures customizations are unaffected by updates to the parent theme.

The HeroThemes code snippets library gives some examples of basic customizations that can be achieved using the built in hooks and filters of the products.

Plugins

Plugins can extend WordPress to provide a variety of different functionality. Plugins can be added directly from Plugins > Add New. Use the search functionality to install directly from the WordPress plugin directory or select Upload Plugin at the top of the page to upload a premium plugin.

The post Customizing Your Theme first appeared on HeroThemes.

Overview

The Gravity Forms integration is intended to deflect support tickets by requiring users to search the knowledge base before a support request can be made.

Installation

The Heroic Knowledge Base integrations plugin requires the latest Heroic Knowledge Base plugin to be installed and activated. Either as a standalone plugin, or the version packaged with the KnowAll theme.

For the Gravity Forms integration, the Gravity Forms plugin must also be installed and activated (tested with 2.0+).

Ensure your KnowAll Pro license is active, you will then be prompted to install the Heroic Knowledge Base Integrations plugin from the WordPress dashboard.

Usage

With the integrations plugin active, a new standard field KB Suggest will be available in the Gravity Forms form editor.

The suggested usage is to implement the KB Suggest field on a Submit a Ticket form, used to capture information required to initiate a support request. Using conditional logic, these fields can be hidden until the user has searched the knowledge base, and either found an answer, saving a ticket, or confirmed they have been unable to find a solution.

Example

1. Create a new form within Gravity Forms, titled ‘Submit a Ticket’
2. From the Standard Fields list on the right, drag the KB Suggest field onto the form
3. Click on the new field and enter the Field Label of ‘Search for a solution’.
4. On the appearance tab of the Search for a solution field, you can enter an indicative placeholder, such as ‘Type a few keywords to search our knowledge base’.
5. Add a new Checkboxes field to the form, from the list of Standard Fields.
6. Rename the field label ‘No solution, let me contact support’
7. Delete all but one checkbox options.
8. Rename the last checkbox option ‘I confirm I have searched the knowledge base and am unable to find an answer to my query’.
9. Make this a required field, by selecting the option in the General tab.
10. Enable conditional logic in the Advanced tab for the field. Set it to show the field if Search for solution is not blank (leave the value entry empty to set it to blank).
11. Add an Email field to the form, from the Advanced Fields list. Label it ‘Your email address’ and add a placeholder of test@example.com or similar to indicate to the user what to enter and to make it consistent with the rest of the form.
12. Add a Paragraph Text field to the form from the Standard Fields List. Label it ‘Please describe the issue’ and add suitable placeholder text.
13. For the Email and Paragraph Text fields enable conditional logic option in the Advanced tab of both fields.
14. Set the conditional logic for these fields to show when ‘No solution, let me contact support’ is ‘I confirm I have searched the knowledge base and am unable to find an answer to my query’.
15. Click Update Form to save the form.

In the Form’s Settings > Notifications you can configure the notification action(s),  such as email to your ticketing system and the fields to include.

The new form can then be added to a Submit a Ticket page and integrated in the rest of your support flow.

Screenshots

The post Gravity Forms Integration Documentation first appeared on HeroThemes.

To go beyond this you can alter the behavior of the product using the inbuilt hooks, actions and filters from the WordPress plugin API.

We have a library of code snippets and examples available on the HeroThemes github page, in the HeroThemes code snippets repository.

How to use the code snippets library

There are two ways to use the code – either as a plugin, or by appending and modifying the example code to your (child) theme’s functions.php file.

Using the code snippets library as a plugin

This is  the simplest method, but also least flexible and efficient.

Goto the HeroThemes Code Snippets project homepage and click on the Clone or download button. Select Download ZIP. The latest stable release of the plugin will be downloaded.

You can then upload the .zip file from Plugins > Add New > Upload. Once installed and activated, you can choose the active modules from Code Snippet Settings and selecting the snippets you wish to activate.

Using the code snippets library in your theme

This is the recommended way to implement the code snippets, as you can choose and customize the code more effectively.

It is recommend if you are making any styling or coding modifications, this should be done with a child theme to ensure any modifications endure through theme update. You can read more about child themes in the WordPress codex.

Once you have created/uploaded your child theme, modify the theme’s functions.php file and append the chosen code snippet at the end. Modify the operation to suit your requirements.

The post Using code snippets to modify functionality first appeared on HeroThemes.