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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.
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Ensure speedy resolution and response through 2-way email parsing
Our email parser auto-converts email messages into tickets or ticket responses. You just need to configure this Magento extension to collect emails from the POP3 or IMAP box at regular intervals (Magento cron jobs file is utilized for this purpose and no additional cron setup is needed). The extension will process administrator’s response by the email parser, record in the help desk and forward to the ticket creator.
Manage workflow better: Assign work quickly through unlimited departments and agents
You can create unlimited number of departments and let customers select any of them while adding a new ticket. The module allows you to hide any departments from visitors for better backend workflow. Each department has a title, a set of email templates, and a unique access. Since version 3.0, you have an ability to select agents and the head of each department. When visitors submit a support ticket, the request is automatically assigned to the relevant department. The primary user (head of the department) can direct support tickets to different departments and assign to required agent.
New macro fields available in the email templates allow you to craft the templates perfectly – include dynamic ticket information once and use it in all outgoing messages.
Advanced multistore support mechanisms
You can specify department visibility for a certain store. Optimize tickets processing by having customers and departments organized on by-store basis.
Streamline the communication channel: Let customers escalate a ticket
If clients are dissatisfied with the quality of support, they can send a complaint or leave a comment regarding any ticket directly to store supervisors (passing current department and agent). The escalation option allows you to look at a ticket narrowly when something doesn't get handled appropriately and ensure the high quality of support.
Manage tickets in a flexible way
The Help Desk Ultimate extension offers easy-to-use ticket management system. You can create unlimited number of tickets and edit them from admin panel, link tickets with orders, reassign ticket to other department/agent or lock it so no other department could edit it.
Ticket priority option allows you to specify the level of ticket urgency when you for example, reassign ticket to other department. Your customers can express the importance of their messages in such a way. Ticket priority can be set while ticket creating as well as its editing and can be changed at any moment. Configure custom statuses and priorities to add more flexibility into the ticket management system.
Use the Search for Ticket option when a huge amount of tickets has been created and it’s hard to find the required one.
Keep track of the entire thread: Convert e-mail messages into new tickets
The Help Desk Ultimate Magento module includes an optional feature to convert initial email messages sent to mail box into new tickets. This is extremely useful for support requests submitted via a Magento contact form.
Help Desk Ultimate offers a 1-click contact form integration as well as a 1-click Product Questions 2.X Magento extension integration. Simple anti-bot and email spam protection can secure help desk departments from losing time on unwanted messages processing.
Trace the history of all communications
Ticket threads and status change history are thoroughly kept by the Help Desk Ultimate module, so you can always study case history.
Check statistics to get complete visibility of help desk activity
The Help Desk Ultimate module provides you with the following helpful reports:
Ease work with tickets for customers
Gladden your customers with new improved frontend interface when creating and editing a ticket. Moreover, it is possible to do it without being logged in. Your clients will definitely appreciate it!
Let the desk focus on active support requests with tickets auto-closure
The software will close tickets automatically if they have no activity for a specified number of days.
Manage your help desk more efficiently with powerful & user-friendly admin features
* Full integration into Magento admin and customer areas
* Customizable email notifications for administrator and customer
* Quotation option in customer and admin areas
* IMAP support
* TLS Support
* Predefined reply templates for admin that allow you to choose and edit/submit a ready answer
* Quick replies per each store view
* Assign primary department to all stores
* Multiple file attachments support
* Email attachment validation
* New log format (database instead of files)
* CC (carbon copy) of all HDU emails
* WYSIWYG editor for admin replies
* Rule-based spam protection for incoming emails
* Hide order information from agents and/or primary user
* Disable department/priority on the ticket page
* Show system messages to administrator only
Having efficient tools to manage customer issues can spell the difference between losing or retaining a customer. The Help Desk Ultimate Magento module helps translate your efforts into customer delight, enhancing your brand value. With the feature-packed latest version, Help Desk Ultimate is the smart choice to make.
This extension was developed by and is supported by aheadWorks
The best place to start if you need help with a specific extension is to contact the developer. All Magento developers have both a contact email and a support email listed.
If you need support for a Magento platform, there are different options for support depending on which Magento platform you are using. Below are links for specific platforms.
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