Please note that this extension is provided as is. It is recommended to always backup your installation prior to use.
Overview
Help Desk Pro by MageWorld
"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
Overview
Help Desk Pro is a customer support ticket system for companies wanting to revitalize their customer care and support. This module provides a powerful combination of mail delivery, ticket management and request & response storage to streamline and improve your customer support functions.
With Help Desk Pro you can create unlimited departments, together with role decentralization and different managing operators. Help Desk Pro even satisfies a large company’s needs for a more complicated ticket system.
Features
Easy to Submit a Ticket
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)
Easy to Track and Respond
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)
Advanced Features
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)
Ticket Management
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)
Department Management
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
Advanced Management
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
Rules Management
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...
Ticket Statistic
View statistics by staff members
View statistics by departments
View statistics by ticket tags
Other Configuration
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 Compatibility
+ Community 1.4.x - 1.7.x
+ Enterprise 1.9.x - 1.12.x
* 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
* fixed error of loading login form when submit at contact form (non/required customer)
* fixed error of showing orders at the field 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
- 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- fixed multi language
I looked at many of Held Desk extensions before choosing this one. This is a great extension, Support staff is quick and very helpful. Easy to setup and works like a charm.
August 31, 2012
I like this extension. I had everythings works as advertised. The price is reasonable. I recommended this extension to many friends.
August 24, 2012
I have a bit problem with email notification but MageWorld fix this fast and amazing.Excellent.
August 23, 2012
We initially had one problem and MageWorld immediately fixed the issue Very responsive! Now it works perfectly for me. Thanks
August 21, 2012
The extension works great. I received hundreds email per day and lost of my control. But now the work is so easy with Help Desk Pro module. I have had a nice weekend.
Thanks you a lot!
August 16, 2012
I used a help desk from another provider, but I feel disappointed about this. I decided to purchase the extension of MageWorld. I have a small problem with email template but MageWorld fix it quickly. Now I'm very HAPPY about this. Thank MageWorld for such great extension.
August 10, 2012
I have just bought and installed the extension and it looks great and works great. I think here is must have extension for magento webshop.
Recommended.
August 6, 2012
Works great. We were using some pay per month services before. But this extension allowed us to combine some services, and it is cheaper in the long run.
Another great product from you guys.
July 7, 2012
Perfect extension and great support. After installing, it works like a charm. I get some mistake with email gateway configuration and MageWorld help to fix it immediately. Really thanks!
June 30, 2012
First I wanted to purchase this form another company. It was more expensive but well advertised. I looked around for alternative products and found thisn company. This module is cheaper and has more features so I purchased this one and I am satisfied!
May 15, 2012
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This extension is designed for Magento Go stores. Magento Go is Magento’s hosted online store service for small and emerging merchants. Learn more about Magento Go and try it free for 30 days.
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