Help Desk Ultimate by aheadWorks
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Help Desk Ultimate by aheadWorks
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The Help Desk Ultimate Magento module is rich feature set and proven record at helping website owners enhance their customer satisfaction levels a few notches make it an undisputed leader in the help desk software market.
Extension Features
Managing your customer help desk is a seamless experience with the Help Desk Ultimate Magento module. Check out its powerful features and benefits:
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). A ticket response emailed by a staff user will be processed by the email parser, recorded in the help desk and forwarded to the ticket creator.
(Note that for the POP3 fetching feature, the php_imap PHP extension must be running on your server)
Manage workflow better: Assign work quickly through unlimited departments
You can create unlimited departments and hide any of them for the frontend for better workflow management. Each department has a title, an email address, a set of email templates, and a unique access. You can choose to direct different support tickets to different departments. When visitors to the site submit a support ticket, the requests can be automatically assigned to the relevant department. This ensures speedy resolution of the customer's issue. (You can choose to show or hide the department selector from visitors to your site)
New macro fields available in email templates allow you to craft the templates perfectly – include dynamic ticket information once and have it parsed in all outgoing messages.
Moreover, get complete visibility on help desk activity with reports showing the department-wise number of tickets and status of the tickets. Use this important information to further optimise your customer support function.
Advanced multistore support mechanisms
You can specify department visibility for a certain store. Assign primary department for stores and establish automatic store-department email parsing. Optimise tickets processing by having customers and departments organized on by-store basis.
Manage tickets in a flexible way
The Help Desk Ultimate extension offers easy-to-use system of tickets managing. You can create unlimited number of tickets and edit them from admin panel, link tickets with orders, reassign ticket to other department or lock it so no other department could edit it. The ability of creating custom statuses for tickets gives you more flexibility while working with them.
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 in every moment.
If too many tickets have been created and it takes a lot of time to search the required one, use the Global Search field in the admin area – the Help Desk Ultimate extension allows you to find tickets in no time using this native Magento option.
Keep track of the entire thread: Convert e-mail messages into new tickets easily
The Help Desk Ultimate module includes an optional feature to convert initial email messages sent to the parser 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 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.
Ease work with tickets for customers
Gladden your customers with new improved selection interface when creating and editing a ticket. Moreover, it has become possible to do it without being logged in. Your consumers will definitely appreciate it!
Let the desk focus on active support requests with auto-closure of tickets
The software will close all tickets that have no activity on it by an end user for the number of days specified by you
Manage help desk more efficiently with powerful and 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
* Auto-assign to departments upon email reply
* IMAP support
* TLS Support
* Predefined reply templates for admin that allow you to choose and edit/submit a ready answer
* Multi email gateways support
* Incoming mail attachments support
* Email attachment validation
* New log format (database instead of files)
* Default status for tickets created by admin
* CC (carbon copy) of all HDU emails
* WYSIWYG editor for admin replies
* Rule-based spam protection for incoming emails
* Edit or delete department replies from the backend
* PE compatibility
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.
To compare the Help Desk Ultimate extension by aheadWorks with other help desk solutions, refer to the Help Desk Ultimate comparison guide.
Visit Extension Page: http://ecommerce.aheadworks.com/magento-extensions/help-desk-ultimate.html
Live Demo:
Backend Demo
Account Page DemoUser Guide: http://ecommerce.aheadworks.com/magento-extensions/help-desk-ultimate.html
Please, check Magento versions compatibility on the product page!
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- Release Notes
Changelog v.2.9.4
2012-06-04 09:54:56 - + Magento 1.7 compatibility
- + Department selector is added to contact form
- + Ability to sort tickets by department in grid
- * Rejecting email patterns issue
- * Some errors with attachments
- * Creating ticket from order problems
- * Notification related issues
Changelog v.2.9.3
2012-04-18 09:13:58 - + Confirmation dialog on gateway deleting in backend
- + 'Visible On' field at New Department page
- * Parsing errors
- * Translation issues
- * Ticket title shortening
- * Incorrect work of date filter in Departments Statistics
- * Problems with module settings saving at custom ticket status entering
- * Cron ignores store_id while closing tickets
Changelog v.2.9.2
2012-02-22 09:21:37 - * Emails were not deleted from gateway
- * Multiple attachments list displayed incorrectly
- * Incorrect image inserting via WYSIWYG
- * External URL led to login
- * Incorrect attachment titles after downloading
Changelog v.2.9.1
2012-02-17 08:35:01 * Messages from email gateway displayed as emptyChangelog v.2.9
2012-02-16 07:23:22 - + Parser improved
- + Code refactoring
- + Selecting order from backend
- + Lock ticket functionality
- + Backend grids displaying
- + Extension log displaying
- + Extension integration
- + Grid filters saved to session in backend
- * Performance issues
- * Attachments issues
- * Page titles are not specified in backend
- * "Paste Template" does not work with WYSIWYG editor
- * Some labels missing in CSV file
- Reviews
About the Developer
This extension was developed by and is supported by aheadWorks
Help Desk Ultimate by aheadWorks 12 12We 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, 2010That'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- Q&A
- (1 Question : 1 Answer)
Product Q&A
Ask your questions. Share your answers.
Avatar Image Url:: http://www.magentocommerce.com/images/avatars/uploads/avatar_26782711i have installed this extension. is work good but not work my default magento contant form....
it's doesn't send email.bygaurang20-2 months, 3 weeks agoAnswers
Avatar Image Url:: http://www.magentocommerce.com/images/avatars/uploads/avatar_66717Answer: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.byaheadWorks-2 months, 1 week ago1 of 11 of 1 - Get Help
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