Magento Help Desk Extension Magento Help Desk Pro

Support Your Customers like a PRO
Streamline Your Support Ticket System

1Professional Ticket Management for You and Your Customers

See whole ticket thread
Auto response templates

2Easy to Submit Ticket

Via help desk, email, contact form or 3rd party live chat
Customers may attach files and assign order #

3Exceptional Back End Organization

Auto Update Ticket Status
Internal Notes Supported

4Create Multiple Departments

Manage Staff Members/Moderators
Customers can choose department
$189.00

Availability: In stock

$189.00

Magento Help Desk Extension

Magento Help Desk Extension

Highlighted Features

  • Set up Unlimited Departments/Moderators
  • Submit tickets many ways, via Magento, email, live chat etc.
  • Allow customer to select department/priority
  • View entire thread of a ticket
  • Attach tickets to order #
  • Auto-update ticket status
  • Add internal notes to ticket
  • Easy to manage response templates

For Your Customers

  • Submit a ticket via Magento contact form
  • Submit a ticket in customer's account (My Account / Help Desk / Submit a Ticket)
  • Submit a ticket via email (Send an email to help desk email gateway. Eg. support@yourdomain.com)
  • Submit a ticket via offline message of live chat. Eg. Zopim, LiveZilla... (Third-party live chat supported)

  • Email notification of new ticket and staff response
  • Track ticket status in customer account (My Account / Help Desk / My Tickets)
  • Respond to a ticket quickly by reply email
  • Respond to a ticket quickly via web form (Direct link without logged in)
  • Respond to a ticket in customer's account (My Account / Help Desk / View Ticket)

  • Allow to attach multiple files (Support both web form and email response)
  • Rich text format supported (Auto-parse HTML content from email messages)
  • Allow to set priority (Normal / High / Urgent)
  • Allow to select predefined department
  • Easy to assign an order number
  • View support time information with online / offline status, days off with detail message
  • View detail contact information (Using static block)

For The Administrator

  • Easy to create new ticket on the backend (Create ticket from Help Desk menu or directly on Customer / Order page)
  • Track all tickets on the backend
  • Easy to view all active tickets (New/Open status)
  • Easy to view tickets on Customer / Order page
  • Email notification for new / updated tickets
  • View entire thread of a ticket (Email messages are imported into the ticket automatically)
  • Respond to a ticket on the backend (HTML editor and response template are supported)
  • Respond to a ticket quickly via web form (Direct link without logged in, HTML editor and response template are supported)
  • Respond to a ticket quickly by replying email (Rich text format supported, auto-parse HTML content from email messages)
  • Better workflow supported, auto-update ticket status (Auto-set status to Pending Customer
  • Response when staff member replying, auto-set status to Closed if customer does not respond after predefined period)
  • Allow to respond to a ticket without changing ticket status (Ticket status keep Open)
  • Easy to assign ticket to a department / a staff member
  • Easy to assign ticket an order number
  • Easy to update ticket status manually (Open / Pending Customer Response / Closed)
  • Easy to update ticket priority (Normal / High / Urgent)
  • Easy to add internal tags to a ticket
  • Easy to add internal note (Staff member can view note details quickly on the ticket list)
  • Easy to manage share information that belongs to a customer
  • View ticket history (Staff member can view all other tickets from the same customer)

  • Easy to create / manage departments (Multiple departments supported)
  • Assign department to multiple stores
  • Set department code that is used in ticket ID and appeared on email subject
  • Set department as log in required (Customers are required to login to submit ticket to this department)
  • Assign default email gateway (Use to send email notification)
  • Assign moderator email that will be notified of new / update tickets
  • Set auto-notify moderator of new / update tickets or not
  • Enter description that appears on the ticket submission form as customer guideline
  • Choose email notification template (Use default configuration template if not defined)
  • Assign staff members to department

  • Easy to manage staff members, assign a staff member to multiple departments
  • Easy to manage email gateways, multiple email gateways supported
  • Set default department for an email gateway (Default department is auto-assigned to a new ticket that is created from the email gateway)
  • Support POP3 / IMAP protocol, support SSL/TLS
  • Choose to delete email from the host after loading or not (For IMAP protocol only)
  • Easy to manage response templates (Rich text format and ticket variables supported)
  • Easy to manage spam emails

  • Allow the administrator to create rules to manage tickets
  • The rules will be processed automatically when ticket is created, updated to save time
  • Rule conditions apply on customer’s email, staff’s email, gateway email, subject, ticket message, created time, updated time, order number, ticket priority, ticket status
  • Auto-complete these actions if the conditions are matched: Set Status To, Set Priority To, Assign To Department, Assign to Staff, Add Tags, Remove Tags, Reply With Template
  • Eg. Auto-set ticket to Urgent if ticket message content “Urgent” word, auto-assign ticket to Accountant Department if ticket message content “Refund” word...

  • View statistics by staff members
  • View statistics by departments
  • View statistics by ticket tags

  • Enable/Disable Help Desk
  • Set Gateway Update Interval (In minutes)
  • Notify Staff of missed ticket (In hours, leave 0 if do not notify staff members)
  • Time To Auto-Close Ticket (In hours, leave 0 if ticket will not be auto-closed)
  • Enable Delete Expired Ticket (Closed ticket will be deleted automatically after predefine period)
  • Support Time Setting (Allow to define support time, working days and days off with detail message)
  • Allow to overwrite default contact Form
  • Show detail contact information on the submission form (Using static block)
  • Allow Client To Select Department
  • Allow Client To Select Priority
  • Allow Client To Assign Order Number
  • Set Default Department
  • Set Default Email Sender
  • Email Configuration
  • Email Template Configuration

Other Features

  • Extension optimized for large scale businesses
  • HTML/CSS validation
  • Easy to install, easy to upgrade, just copy and use
  • Friendly and flexible configuration
  • Supports multiple stores and multiple languages
  • Easy to customize front-end via HTML/CSS
  • 100% open-source

Magento Help Desk Extension

Community: 1.4.x - 1.8.x
Enterprise: 1.10.x - 1.12.x

Magento Help Desk Extension

Magento Help Desk Extension

The support here is great!
 
We have used the HelpDesk version 2. As we got some problems the Mage World team made a free upgrade and helped us to find our wrong misconfiguration.

I have really never seen such support anywhere. I hope you go on with such service!

Regarding the example image 7 I have maybe a hint for you. The standard template looks a bit boring. Maybe you could deliver some HelpDesk default templates with more colors. The example in image 7 looks a bit too simple. This is only my personal opinion.

Anton - Rechemco.net

I buy all magento extensions from here
 
Very good support as well as this extension. This extension solved my problem with dealing with customers. It was very hard to manage and support through emails only. Thanks Mage-World.

Sondeep - Xanatan.com

recommend
 
Before buy this extensions I tested very carefully on sandbox and I'm happy to using this. It works perfectly, no bugs so far. Easy to use and Install. I recommend. Very good job.

Schon

Great extension
 
I looked at many of Held Desk extension before choosing this one. This is a great extension, Support staff is quick and very helpful. Easy to setup and works like a charm.

Gerundo

Great value for money
 
This is my first review on here, but I wanted to thank MageWorld and the guys for a fantastic product and top support. The help desk is easy to install and has a great feature set which is constantly increasing.
I have asked lots of questions (before and after buy it) and they have been extremely patient and speedy with their responses and helped me with integrating it with my template.

I will be looking at getting some of their other modules in the future.

LeadDingo

A great and very flexible support portal system
 
I've been using Help Desk Pro for the last 3 weeks and was able to create our start-up's Support Portal in only a couple of hours. The system runs smoothly and with the great support from MageWorld. It was very easy to customize to meet all our requirements.
In conclusion, I fully recommend this system and especially the help and support from MageWorld.

Fmyszne

Best extension
 
Works well, fast support. I want to rate 10 stars for Mageworld :)

Adriano77

:-) very nice extension!
 
I am very satisfied with that extensions. Will use Mage World products defently again!

Anton

Works great! Awesome support!
 
This is a truly great extension, easy to setup and it works like a charm.
The additional questions about css styling are handled and answered very quickly.
Thanks for the work guys.

Y.Eano

Great extenion
 
It works fine for my shop. Simple to install. Recommended.

Wilhoite

Great Support and the best Ticketing System out there for Magento
 
I looked at a lot of Ticket System module before choosing this one. It installs and configures easily. I did have a conflict with another module so need to contact support. They were very fast and responsive and had me up and running in no time at all.

Anrico

Works exactly as advertised
 
The extension works exactly as advertised. There is only small problem with email setting but MageWorld fixed this immediately for me. Thank you for good job.

Richars

Fantastic extension & Support
 
I think this is MUST HAVE extension. Support was prompt, quick and professional.

Juan

Quality Product - Prompt Support and Response
 
I recently evaluated a number of ticketing system and decided that Mage-World's Help Desk Module offered the best solution at the most attractive price. The installation was easy and the system was up in running in minutes.

We did find the functionality required some slight modification to work more efficiently for our use, therefore, we'd reached out to Mage-World's Support team and they were able to make the modifications for us for as a consulting project. The investment in the consulting services were well worth the investment. The system now operates how we want it to and Mage-World's staff was more than accommodating. I highly recommend using their product and look forward to seeing more modules by Mage-World in the future.

www.SumpPumpsUSA.com

www.SumpPumpsUSA.com

Great Helpdesk, One Feature Request
 
This plugin works great, however there is one feature i wish it had. The ability to create a ticket right from the manage customer section. Having to goto the seperate ticket area and know your customers email and order number is a little work. I would like to be able to do it right from the customer management, that way there can be a drop down with the customers orders.. and maybe a log of communication on the manage customer section for that customer. Other then this one feature request... This plugin is awesome!

Tom

Great extension, Excellent support
 
After trying many Help desk systems, I decided to use Help Desk Pro for my own website. I paid for this extension not only because it is cheaper as compared to several other, but also because I like its user-friendly interface. I like the way the admin dashboard is designed, which make administrating tickets simpler and effective.

In my opinion, this is the best help-desk extension and there's no reason why does not deserve 5 stars.

Patricia

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Magento Help Desk Extension

Magento Help Desk Extension

Magento Help Desk Extension

Legend
+ New feature
* Fix bug

v3.3.4 (Dec 4, 2013)
* Fixed bug "some specical characters are lost in subject" like ä,ü,ö

v3.3.3 (Oct 31, 2013)

* Fixed bug "reopen ticket issue"

*Fixed bug "staff selection when create/edit department issue"

v3.3.0 (Oct 14, 2013)

* Fixed bug "some specical characters are lost in subject"

* Optimize css
* Update file attachmetn storage by year/moth/file_name

v3.2.9 (Aug 28, 2013)
* Fixed error when navigate links on multi-domains
* Notify customer of not leaving body blank when summit ticket

v3.2.7 (Jul 3, 2013)
+ Interface Improvement

v3.2.6 (Jun 13, 2013)
+ Add FTP form

v3.2.5 (May 29,2013)
+ Sort order department
+ Autocomplete department's moderator
+ Add category template response
* Fix blank lines when view ticket (My Tickets)

v3.2.4 (May 02, 2013)

* Fixed error save staff

v3.2.1 (April 06, 2013)
+ Update text
+ Update Translate File
* Fixed showing datetime by store

v3.1.7 (March 14, 2013)
+ Add sender name in email gateway
+ Add tickets log and the new option Auto-Delete Tickets Log after (# of days)
* Fix attachment duplicate file name when sumitting ticket

v3.1.6 (March 11, 2013)

* Fixed bug "show order price when submiting ticket from frontend"

v3.1.5(March 04, 2013)

+ Add status On Hold

v3.1.4(February 25, 2013)
* Fix some print logs

v3.1.3 (February 21, 2013)
+ Update JS library
+ Update message
+ Update Mcore
+ Add "Use Response Template" when create ticket from backend
* Fixed error save department in single store mode
* Fixed missed ticket
* Fixed reply-to field
* Fixed sql

v3.0.8 (January 20, 2013)
+ Support store code url for ticket
* Reorganize tab configuration
* Fixed bug "not reassign staff when applying rule"
* Fixed "load content file html, txt into ticket thread"
* Fixed "file attachment meets error in case of creating ticket from email"
* Fixed save default template

v3.0.3 (October 29, 2012)
+ Add new status (New) in ticket
+ Allow reassign order, reomove order or remove staff assigned for ticket
+ Support quick note (show quick note tooltip when mouse hover on grid ticket)
+ List tikets of order in backend
+ List tickets of customer in backend
+ Quick response support using some variables
+ Manage rules allow user apply rules with tickets created or updated
+ Add options for send mail to department (Yes/No/Default to send) and options allow send mail in configuration (Yes/No)
+ Add tab share infomation in ticket
* Fix Tickets Statistics
* Fix send mail
* Fix download file in ticket


v2.1.2 (July 19, 2012)

* Fixed some errors on CE 1.7.0(reasign, quick response)

v2.1.1 (July 16, 2012)

* Fixed some errors on EE112 (search by tags, load quick response in back)

v2.1
* fix button Refresh in page ManageTicket
* fix bug when using the specified charset
* fix some bugs

v2.0.3
+ be compatible with Enterprise edition
+ be compatible with Profesional edition

v2.0.2
* fixed error of showing wrong type of loading icon when show departments.
* fixed error of unsupporting operand types when attach file at customer/operator view link

v2.0.1
* fixed error of loading login form when submit at contact form (non/required customer)
* fixed error of showing orders at the field <assign to order #> when submit ticket at HD panel.
* fixed error of uploading file (type .xls with space in file name)
* fixed error of order link at HD panel
* fixed error of loading quick response

v1.3.9
+ support email in html form
+ add html editor in customer's ticket input
+ allow to block email messeage as spam
+ add button Delete in ticket editing form
+ support audo-delete old ticket
+ add feature "Time to process" to ticket
+ add section "Ticket History"
+ add section "Order Detail"
* fixed some bugs, multi language

v1.3.8
+ change form contact us
+ add static block in contact form

v1.3.7
* fixed double text displaying in magento 1.6
+ change text type to password type in admin (gateway)
* fixed Load icon: error format (gateway) when test connect (gateway)
* fixed reassign to other operator

v1.3.6
* fixed autocomplete
+ create new ticket from customer
+ create new ticket from order

v1.3.5
* create new ticket improve
+ autocomplete faster for staff & client
+ autocomplete multiple tag
+ auto fill name client & staff

v1.3.4.4
+ Allow to use Reply-To instead of To as client email when create ticket from email
+ Allow to response customer without changing ticket status
+ Allow to update client email in backend
* Fix filter issue in open/all tickets
* Fix ticket direct link of staff issue

v1.3.4
+ Allow add tags to tickets and report ticket by tag
* Fix filter ticket grid

Magento Help Desk Extension

Magento Help Desk Extension

Magento Help Desk Extension

Magento Help Desk Extension

Magento Help Desk Extension

Magento Help Desk Extension
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Magento Help Desk Extension

Some of our customers

What People Say About MageWorld

“Great team, great extension, great company! Highly recommended”

Francois-Frlix Bisson Sales Manager www.ironbullstrength.com

“What I like the most is the service of your company. .. even beyond their duty”

Anton Kuratov Co-founder www.rechemco.com

“The techical support from MageWorld is definitely one of the best.”

Guy Alony CEO www.shoptoshape.com

“The support from technical staff of MageWorld is very great & quick. Many thanks!”

Andreas www.epc.st

“MageWorld is one of the most impressive Magento vendors and the support is TOP ... Very recommended.”

Heinrich Steier www.youkauf.com

“Overall very impressed with the extensions supplied by MageWorld!! We done guys.”

Anthony Mixides MD www.bondmedia.co.uk

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