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

Visit Extension Page:

Extension Features

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.

Assign a Ticket

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.

Escalate a Ticket

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.

Manage Tickets

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:

  • Workload report – shows the number of tickets assigned to specific department/agent at the current moment
  • Agent statistics – displays the working efficiency of each agent (average time of first reply/closing ticket)
  • Ticket status statistics – the number of tickets with different statuses during specific time interval is shown
Use this important information to further optimization your customer support function.

Agent Statistics

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.

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

aheadWorks Magento modules:

magento store

Release Notes

Changelog v.2.10.7

2013-12-17 12:20:19
  • Version number: 2.10.7
  • Stability: Stable
  • Compatibility:, 1.4.2, 1.5, 1.6, 1.6.1,, 1.7, 1.8, 1.8.1, 1.12, 1.13, 1.13.1
* Quick replies didn't parse variables from 'Quick Response' templates

Changelog v.2.10.6

2013-12-04 12:47:44
  • Version number: 2.10.6
  • Stability: Stable
  • Compatibility:, 1.4.2, 1.5, 1.6, 1.6.1,, 1.7, 1.8, 1.12, 1.13, 1.13.1
+ Storage of attachments enhancement

Changelog v.2.10.5

2013-10-21 07:17:53
  • Version number: 2.10.5
  • Stability: Stable
  • Compatibility:, 1.4.2, 1.5, 1.6, 1.6.1,, 1.7, 1.8, 1.12, 1.13
+ Stability and speed improvements.

Changelog v.2.10.4

2013-08-23 13:09:47
  • Version number: 2.10.4
  • Stability: Stable
  • Compatibility:, 1.4.2, 1.5, 1.6, 1.6.1,, 1.7, 1.12, 1.13
+ Stability and speed improvements

Changelog v.2.10.3

2013-06-21 08:40:23
  • Version number: 2.10.3
  • Stability: Stable
  • Compatibility:, 1.4.2, 1.5, 1.6, 1.6.1,, 1.7, 1.12, 1.13
  • + Brazilian Portuguese (pt_BR) locale added
  • * Problem with compilation
  • * Disabling the extension output disabled extension logging as well
  • * Disabling the extension output caused 'Antispam protection failed' error on Contact Form

About the Developer

This extension was developed by and is supported by aheadWorks

Help Desk Ultimate by aheadWorks 4.1 5 17 17
Hi, I am a PHP Developer and working with magento. But now i have trouble regarding magento. 1] when i enter into ADMIN "Fatal error: Call to a member function getReadConnection() on a non-object in /home/costumes/public_html/store/app/code/core/Mage/Core/Model/Mysql4/Collection/Abstract.php on line 120" My project link is:: http://costumescouture.com/store/index.php/admin/ Can u please fixed this issue. Thanks & regards Paul December 22, 2011
Help Desk Ultimate has been updated to version 2.8.1 and is fully compatible with the new Magento CE 1.6. September 30, 2011
The updated 2.8 version of the Help Desk Ultimate extension is available for download. Some new features include: • WYSIWYG editor for admin replies • Rule-based spam protection for incoming emails • Edit or delete department replies from the backend Also minor bugs have been fixed. The new version is available for download at http://ecommerce.aheadworks.com/magento-extensions/help-desk-ultimate.html September 1, 2011
Very flexible extension and too great January 11, 2011
In the latest version , i will try to install Word Pay module extension, through magento connect manager, but not install and gives error not available for this package..so kindly help me..i want this in new version then what i do? reason i know its not support for new version..so give me adea or way November 2, 2010
We have just installed the CE version on our Magento Pro (Plum Tree Group, our original site developer had to do a few changes). So far it works great, especially thinking it is only $200. We origianlly asked a customization, before buying, to ahedWorks. We wanted to assign tickets not just sales order, but item #, so we could use it to manage warranties etc., but they will turn down any small customization. Bummer. Regardless, the extension is gret for the price. October 16, 2010
That's great and useful extension but unfortunately I had to request my money back because it has some serious disadvantages. It does not work with compilation, it is not quite suitable for multisite or multistore configuration, for whatever reason the entire magento stops to work and error messages leads you to helpdesk files. Hopefully everything will be fixed and properly tested in the nearest future so I can buy it again June 19, 2010
(2 Questions : 2 Answers)

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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.
1 year, 4 months 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.
1 year, 4 months ago
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Avatar Image Url:: http://www.magentocommerce.com/images/avatars/uploads/avatar_26991193
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Is there a trial version of Ultimate Helpdesk for Magento Enterprise?
5 months, 1 week ago
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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.
5 months, 1 week ago
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