Help Desk Ultimate by aheadWorks

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Help desk solution for ticket management with elaborate statistics, case tracking & resolution system.
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Help Desk Ultimate by aheadWorks

The Help Desk Ultimate Magento module rich feature set helps website owners to enhance their customer satisfaction levels a few notches. It’s a turnkey customer care and support extension which provides flexible ticket management system for your Magento website.

Live Demo:
Account Page Demo
Contact Form Demo

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Streamline your communications into a single channel!

The extension is capable of collecting the correspondence from multiple sources. No matter how a customer posts their request, the extension will fetch it to the proper destination. Leave the message delivery to the module, and let your Support team focus on serving the clients!

Multiple submission options:
* From Customer Account
* Via native Contact Form
* Via Email
* From backend

Spam protection:
* Bot-protected web-forms
* Email rejecting patterns

Accept tickets via Email
Just set up an email gateway - and the extension will parse all the email messages going through it to backend, preserving the assignation and other ticket attributes.

Flexible email gateway settings
Use any mailing service you want: the email gateways support POP3 and IMAP protocols, with or without SSL/TSL encryption.

Rationalize your workflow!

The extension is designed to put your customer service in good order, and it offers all the crucial means for achieving this goal. With the extension, you can make sure that every single inquiry is taken care of timely, and no aspect is omitted or lost.

Flexible ticket assignation system
Distribute tickets between unlimited Departments and Agents and let the proper person answer each query.

Ensure authorized access
Use the Admin user-based ticket viewing restrictions and Ticket Lock functionality to make certain that sensitive information is kept private.

Effective Ticket Management
Queue your tickets according to their Statuses and Priorities.

Powerful Notifications system
From a simple request acknowledgement email for customer to reporting every step of the case processing to a supervising agent - all automated.

Flexible Notifications system
From a simple request acknowledgement email for customer to reporting every step of the case processing to a supervising agent - all automated.

Complete communications history
Whenever there's a need to recover any detail of a customer's query, you'll have no problem with that, as the module carefully saves every bit of information.

Detailed Ticket Grid
Get all the important ticket information on the grid page, including department, subject, order number (NEW!), store view (NEW!), rate (NEW!), creation date, etc.

Fast Ticket Creation from Backend (NEW!)
A new Help Desk Tickets tab is added to the Order View and Customer Information page to simplify ticket creation and management. For a quick tickets track, their quantity is right on the tab name.

On-the-fly Ticket Management (NEW!)
Manage tickets on the fly from the grid page in the popup window. Click the Manage link for a correspondent ticket and easily change the agent, department, ticket status or its priority. Moreover, add a message to the agent you assign the ticket to.

Monitor the effectiveness of your customer service!

It is crucial to stay constantly aware of the situation is your customer service department. With its built-in reporting system, the extension presents you with everything you need to monitor, measure and control the work of your support team.

Work out the best practices for ticket replies (NEW!)
Now your clients can provide feedback on support received by rating tickets from 1 Poor to 5 Excellent. Rating is optional and can be changed on a customer side any time. All correspondent information is available in the Ticket grid and on the Ticket Information page. As your agents are not allowed to change tickets’ rating, this data is a perfect base both to evaluate your team perfomance and to establish the best strategies & tactics for outstanding customer support service.

Workload Report
Get the instant overview of your support staff's current load levels - per-agent and per-department ticket totals grouped by Statuses and Priorities.

Agent Statistics
The effectiveness of each of your agents measured by the average response and ticket closing times.

Ticket Statuses Statistics
This reporting option is a means to analyze your client's behavior - when they submit new tickets, when they respond the most, etc.

Receive Carbon Copy of each message
You can have a copy of every message that goes through the Help Desk sent to a specified mailbox (-es).

Customer satisfaction guaranteed!

Customer service is about solving problems, not multiplying them. The Help Desk Ultimate extension guarantees the accessibility and transparency of your support procedure. Your customers are supplied with all the means they need to comfortably raise, track and close their tickets.

Simplify customer communications with a comprehensive and intuitive ticket management section introduced to Customer Account dashboard.

Optional Department / Priority selectors
Enable your customers to lodge their inquiries to the desired destination.

Guest ticket access
Make it equally easy for your guest users to apply for support. Along with Email Parsing, the External View link gives your guests all the advantages of the Ticket View webform without the necessity to create an account.

Let your customers be heard!
If a customer has a complaint or comment regarding a ticket, they can apply directly to a supervisor via "Escalate Ticket" option.

Break free from expensive external services!

An affordable industry-class Help Desk / Case Tracking solution that works inside your Magento, with no subscriptions to external services and/or additional connector modules? That's exactly what we are offering!

No usage fees
You only pay for the extension upfront and get all the advertised functionality. What you don't get is any artificial limits on the number of tickets, departments or agents.

Works inside your Magento
The Help Desk Ultimate extension is fully integrated into Magento and does not require any external sources to operate.

Fully customizable
You have full control over the module. Including the source code. Yes, we mean it: if the exact option you need is missing - you can add it.

Get better results with less effort!

Don't let your staff's time and effort be wasted on performing routine tasks: collecting customer information, typing answers to typical questions, signing the messages and so on. The extension presents an admin user with all the relevant info and options they may need to quickly respond to a ticket.

Advanced Ticket View screen
A backend user has all the necessary information and options gathered in one place, including:
* Customer details
* Up to 5 customer's latest orders
* Up to 5 customer's latest tickets

Tailored for Multistore installations
Get your departments and associated options separated between your stores, so that your staff do not get lost in unrelated records.

Entities linking
Get the tickets cross-linked with the customer accounts and orders, and navigate seamlessly between them.

Smart tickets grid
Get the extension fine-tuned to your workflow with the pre-defined filters and customizable "View Tickets" grid.

Quick Responses
The extension allows creating answer shortcuts, that can be inserted into the message in just one click.

Ticket auto-expiration
Let the extension handle clearing your support queues by automatically closing tickets after a period of zero activity.

Admin-only notes
Make sure the important bits of information are always highlighted via Ticket Comments and shared Customer Notes.

Ticket Search
Let massive data not be an obstacle - you can locate any ticket easily with the extension's built-in search functionality.

Themes and extensions releases, updates & promotions — follow aheadWorks on Twitter and Facebook!

aheadWorks Magento modules:

magento store

Release Notes

Changelog v.3.3

2015-02-24 07:45:13
  • Version number: 3.3
  • Stability: Stable
  • Compatibility:, 1.4.2, 1.5, 1.6, 1.6.1,, 1.7, 1.8, 1.8.1, 1.9, 1.12, 1.13, 1.13.1, 1.14
+ Tickets rating
+ On-the-fly ticket management from the grid page in the popup window
+ The Help Desk Tickets tab on the Order View and Customer Information pages
+ Detailed Ticket Grid with order number, store view, rating and other customizable columns

Changelog v.3.2

2015-01-06 12:56:39
  • Version number: 3.2
  • Stability: Stable
  • Compatibility:, 1.4.2, 1.5, 1.6, 1.6.1,, 1.7, 1.8, 1.8.1, 1.9, 1.12, 1.13, 1.13.1, 1.14
+ Ability to delete tickets from the backend

Changelog v.3.1.2

2014-11-03 13:14:10
  • Version number: 3.1.2
  • Stability: Stable
  • Compatibility:, 1.4.2, 1.5, 1.6, 1.6.1,, 1.7, 1.8, 1.8.1, 1.9, 1.12, 1.13, 1.13.1, 1.14
* Inconsistency of the date/time in 'Last Message' column
* Problem with tickets assignation when special characters were used in emails
* Names of attached files were cut incorrectly
* Incorrect links to the product questions page in ticket thread
* Ticket title was displayed incorrectly on the ticket page in the backend

Changelog v.3.1.1

2014-09-30 07:59:49
  • Version number: 3.1.1
  • Stability: Stable
  • Compatibility:, 1.4.2, 1.5, 1.6, 1.6.1,, 1.7, 1.8, 1.8.1, 1.9, 1.12, 1.13, 1.13.1, 1.14
* A quick response wasn’t inserted into a ticket when WYSIWYG was disabled
* Tickets were created when product questions were liked or disliked
* Customer’s address wasn’t shown in the Customer Summary tab if it wasn’t selected as a default billing address"

Changelog v.3.1

2014-09-10 14:24:19
  • Version number: 3.1
  • Stability: Stable
  • Compatibility:, 1.4.2, 1.5, 1.6, 1.6.1,, 1.7, 1.8, 1.8.1, 1.9, 1.12, 1.13, 1.13.1, 1.14
+ Create tickets from the order page
+ View tickets assigned to specific customer
+ Bot-protected web-forms
+ Configurable tickets grid view
+ Fill in the Status/Priority fields to add a ticket from the backend
+ Insert a quick response into a ticket created by admin
+ Search tickets by customer email
+ Tickets grid is opened with preselected “New and Open” filter
+ Tickets sorting: last modified tickets are shown first
+ Ticket subject in the "Last Customer Tickets" block
+ Export agents/workload statistics into CSV/Excel XML
+ Mass action in the Rejected Emails grid
+ Admin notes counter in tickets
+ Attach files of any extension
* Disabled statuses were shown in statistics
* Problem with tickets filtering
* Customer couldn’t reply to the ticket when Admin answered from the department where gateway wasn’t specified
* No redirection to the tickets grid after replying to any ticket
* Problem with data in Agent Time Statistics report
* All backend users were shown in reports
* Tickets pagination didn’t work in customer account area
* Problem with customer name in the Tickets grid
* Amin permissions were not taken into account in Department Settings
* The “Last Customer Tickets” block was broken after a message with html code
* Problem with The Last Customer Orders section
* Previously submitted tickets were not visible when a customer changed the email address of his account
* Newly created ticket couldn’t be opened in the backend when a Customer sent a message without a subject
* Inability to create custom email templates
1 2 3 4 5 6

About the Developer

This extension was developed by and is supported by aheadWorks

Help Desk Ultimate by aheadWorks 4.5 5 22 22
Awesome Mod - Great Support I first used this help desk and and a few other mods from aheadworks about 3 years ago and the mods always work great and the few times I had to resolve conflicts with other mods or request a minor change they always accommodated me the best they can. Very happy with aheadworks. The great support is exactly what I need. December 17, 2014
This module really takes Magento stores to the next level in supporting their customers! We've found this module to be incredibly useful for our clients, and allows them to provide exceptional support to their customers and set their store apart from the rest. Better set of features then comparable modules and very helpful support staff at aheadworks. October 20, 2014
Great module! Everything just worked out of the box! Not only the extension is great, but also there is a great support behind it! ++++ October 15, 2014
Superb Extension and support One of my third party extensions created an issue when installing this. I sent an email over to ahead works support and they diagnosed the problem and fixed it within 24 hours. Very happy with the extension and the support. Thanks for them showing me the problem and describing it to me I also learned a little at the same time. September 23, 2014
Complete and thoughtful extension Worked out of the box. Only one little problem I detected, for my website. That problem was not standard. But the communication with aHaedWorks tecnicals was really good. The thought with me a solution to fix my problem. So, I must say, the product is complete and the support is quick, creative and helpfull! Thanx! September 10, 2014
This module is really going to help us Fantastic module, installed easily and works with very good installation and usage instructions. January 17, 2014
Slows down your site I have a few extensions from aheadworks and they are all great and this one seems just as good at first too. After a while I noticed my site was slowing down a TON! Around 5 second page loads. I checked the size of my database tables and the helpdesk related tables had gotten up to 2.4gb. I had to delete my saved tickets from the database and got it back down to 200mb, but within weeks it was back around 700mb. I would not recommend using this unless they offer an option to have a separate database for the helpdesk module. December 19, 2013
Great extension to provide managed support Overall a great extension if you want to provide your customer and yourself structured support. I'm not 100% happy because i hoped it would also give us the opportunity to make extra fields like Aheadworks has on it's own Helpdesk with login details. September 28, 2013
The best extension we have purchased! You will see yourself how great is the extension, but what you cannot see when you consider whether to buy an extension us who stands behind it and what will happen when/ if there are issues (which many times are related to changed you make on your store and not to the extension). Well... this is by far the best company to buy an extension from in terms of customer support, availability, etc. The extension itself is also excellent but as mentioned above you can tell that yourself. We are extremely pleased! Thank you, DocoArt.com www.docoart.com September 25, 2013
Powerful and Flexible Extension It is a "must have" extension, improve the efficency of the Help Desk Team and speed up the ticket management. The Email Gateway Parserer is a power option that allow you to track also tickets received by mail or allow customer replaying with email client. With this option the tickets are always correctly tracked. Raccomended! July 20, 2013
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Avatar Image Url:: http://www.magentocommerce.com/images/avatars/uploads/avatar_26782711
Customer avatar
i have installed this extension. is work good but not work my default magento contant form....

it's doesn't send email.
2 years ago
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Avatar Image Url:: http://www.magentocommerce.com/images/avatars/uploads/avatar_66717
Customer avatar
Please make sure that "Disable standard contact form emails" option (located in System->Configuration->aheadWorks extensions->Helpdesk->Modules Integration) is set to "No". In case the problem persists, please get in touch with our technical support via the contact form on our website.
2 years ago
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Customer avatar
Is there a trial version of Ultimate Helpdesk for Magento Enterprise?
1 year, 1 month ago
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Avatar Image Url:: http://www.magentocommerce.com/images/avatars/uploads/avatar_66717
Customer avatar

Unfortunately, we do not have any free trial option available at the moment.
However, we offer a refund period of 45 days, in most cases, it is sufficient to check if a given module covers your very needs.
You are welcome to contact our support service in case you need any additional details on the matter.
Thank you.
1 year, 1 month ago
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