MageWorld

Help Desk Pro by MageWorld

  • Popularity Score 39 Popularity Score

    Popularity ScoreReferrals to Site/Downloads

    0 0 1+ 1+ 250+ 250+ 1000+ 1000+ 10000+ 10000+

  • Magento Connect Bronze Industry Partner
Perfect customer support / ticket system. Web and email support. Efficient tracking. Multiple Departments.
Compatible with:
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Magento Connect

$189.00
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

With Help Desk Pro you can create unlimited departments, together with role decentralization and different managing operators with powerful combination of mail delivery, ticket management and request & response storage.
Optimized for large businesses.

Highlighed Features

  1. Easy to create / manage departments (Multiple departments supported)
  2. Allow customer/staff to set priority (Normal / High / Urgent)
  3. Easy to add internal note (Staff member can view note details quickly on the ticket list)
  4. Flexible, full featured, user-friendly extension

Resources

  1. Visit Extensions Page
  2. Live Demo
  3. User Guide

Quick View

Help Desk - Contact Form

Help Desk - Customer Account

Features

Easy to Submit a Ticket

  1. Submit a ticket via Magento contact form
  2. Submit a ticket in customer's account (My Account / Help Desk / Submit a Ticket)
  3. Submit a ticket via email (Send an email to help desk email gateway. Eg. support@yourdomain.com)
  4. Submit a ticket via offline message of live chat. Eg. Zopim, LiveZilla... (Third-party live chat supported)

Easy to Track and Respond

  1. Email notification of new ticket and staff response
  2. Track ticket status in customer account (My Account / Help Desk / My Tickets)
  3. Respond to a ticket quickly by reply email
  4. Respond to a ticket quickly via web form (Direct link without logged in)
  5. Respond to a ticket in customer's account (My Account / Help Desk / View Ticket)

Advanced Features

  1. Allow to attach multiple files (Support both web form and email response)
  2. Rich text format supported (Auto-parse HTML content from email messages)
  3. Allow to set priority (Normal / High / Urgent)
  4. Allow to select predefined department
  5. Easy to assign an order number
  6. View support time information with online / offline status, days off with detail message
  7. View detail contact information (Using static block)

Help Desk - Respond via Email

Ticket Management

  1. Easy to create new ticket on the backend (Create ticket from Help Desk menu or directly on Customer / Order page)
  2. Track all tickets on the backend
  3. Easy to view all active tickets (New/Open status)
  4. Easy to view tickets on Customer / Order page
  5. Email notification for new / updated tickets
  6. View entire thread of a ticket (Email messages are imported into the ticket automatically)
  7. Respond to a ticket on the backend (HTML editor and response template are supported)
  8. Respond to a ticket quickly via web form (Direct link without logged in, HTML editor and response template are supported)
  9. Respond to a ticket quickly by replying email (Rich text format supported, auto-parse HTML content from email messages)
  10. 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)
  11. Allow to respond to a ticket without changing ticket status (Ticket status keep Open)
  12. Easy to assign ticket to a department / a staff member
  13. Easy to assign ticket an order number
  14. Easy to update ticket status manually (Open / Pending Customer Response / Closed)
  15. Easy to update ticket priority (Normal / High / Urgent)
  16. Easy to add internal tags to a ticket
  17. Easy to add internal note (Staff member can view note details quickly on the ticket list)
  18. Easy to manage share information that belongs to a customer
  19. View ticket history (Staff member can view all other tickets from the same customer)

Department Management

  1. Easy to create / manage departments (Multiple departments supported)
  2. Assign department to multiple stores
  3. Set department code that is used in ticket ID and appeared on email subject
  4. Set department as log in required (Customers are required to login to submit ticket to this department)
  5. Assign default email gateway (Use to send email notification)
  6. Assign moderator email that will be notified of new / update tickets
  7. Set auto-notify moderator of new / update tickets or not
  8. Enter description that appears on the ticket submission form as customer guideline
  9. Choose email notification template (Use default configuration template if not defined)
  10. Assign staff members to department

Advanced Management

  1. Easy to manage staff members, assign a staff member to multiple departments
  2. Easy to manage email gateways, multiple email gateways supported
  3. Set default department for an email gateway (Default department is auto-assigned to a new ticket that is created from the email gateway)
  4. Support POP3 / IMAP protocol, support SSL/TLS
  5. Choose to delete email from the host after loading or not (For IMAP protocol only)
  6. Easy to manage response templates (Rich text format and ticket variables supported)
  7. Easy to manage spam emails

Rules Management

  1. Allow the administrator to create rules to manage tickets
  2. The rules will be processed automatically when ticket is created, updated to save time
  3. 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
  4. 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
  5. 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

  1. View statistics by staff members
  2. View statistics by departments
  3. View statistics by ticket tags

Other Configuration

  1. Enable/Disable Help Desk
  2. Set Gateway Update Interval (In minutes)
  3. Notify Staff of missed ticket (In hours, leave 0 if do not notify staff members)
  4. Time To Auto-Close Ticket (In hours, leave 0 if ticket will not be auto-closed)
  5. Enable Delete Expired Ticket (Closed ticket will be deleted automatically after predefine period)
  6. Support Time Setting (Allow to define support time, working days and days off with detail message)
  7. Allow to overwrite default contact Form
  8. Show detail contact information on the submission form (Using static block)
  9. Allow Client To Select Department
  10. Allow Client To Select Priority
  11. Allow Client To Assign Order Number
  12. Set Default Department
  13. Set Default Email Sender
  14. Email Configuration
  15. Email Template Configuration

Other Features

  1. Extension optimized for large scale businesses
  2. HTML/CSS validation
  3. Easy to install, easy to upgrade, just copy and use
  4. Friendly and flexible configuration
  5. Supports multiple stores and multiple languages
  6. Easy to customize front-end via HTML/CSS
  7. 100% open-source
Magento Compatibility

+ Community 1.4.x - 1.8.x
+ Enterprise 1.9.x - 1.12.x

Find more information at Live Demo page:

http://demo.mage-world.com/live/index.php?id=126

Release Notes

Upgrade Features & Fixed Bugs

2013-08-08 09:51:51
  • Version number: 3.2.7
  • Stability: Stable
  • Compatibility: 1.5, 1.6, 1.6.1, 1.6.2.0, 1.7
  • v3.2.7 (Jul 3, 2013)
  • + Interface Improvement

  • v3.2.6 (Jun 13, 2013)
  • + Add FTP form

  • v3.2.5 (May 29,2013)
  • + Sort order department
  • + Autocomplete department's moderator
  • + Add category template response
  • * Fix blank lines when view ticket (My Tickets)

  • v3.2.4 (May 02, 2013)

  • * Fixed error save staff

  • v3.2.1 (April 06, 2013)
  • + Update text
  • + Update Translate File
  • * Fixed showing datetime by store

  • v3.1.7 (March 14, 2013)
  • + Add sender name in email gateway
  • + Add tickets log and the new option Auto-Delete Tickets Log after (# of days)
  • * Fix attachment duplicate file name when sumitting ticket

  • v3.1.6 (March 11, 2013)

  • * Fixed bug "show order price when submiting ticket from frontend"

  • v3.1.5(March 04, 2013)

  • + Add status On Hold

  • v3.1.4(February 25, 2013)
  • * Fix some print logs

  • v3.1.3 (February 21, 2013)
  • + Update JS library
  • + Update message
  • + Update Mcore
  • + Add "Use Response Template" when create ticket from backend
  • * Fixed error save department in single store mode
  • * Fixed missed ticket
  • * Fixed reply-to field
  • * Fixed sql

  • v3.0.8 (January 20, 2013)
  • + Support store code url for ticket
  • * Reorganize tab configuration
  • * Fixed bug "not reassign staff when applying rule"
  • * Fixed "load content file html, txt into ticket thread"
  • * Fixed "file attachment meets error in case of creating ticket from email"
  • * Fixed save default template

  • <strong>v3.0.3 (October 29, 2012)
  • + Add new status (New) in ticket
  • + Allow reassign order, reomove order or remove staff assigned for ticket
  • + Support quick note (show quick note tooltip when mouse hover on grid ticket)
  • + List tikets of order in backend
  • + List tickets of customer in backend
  • + Quick response support using some variables
  • + Manage rules allow user apply rules with tickets created or updated
  • + Add options for send mail to department
  • (Yes/No/Default to send) and options allow send mail in configuration (Yes/No)</li>
  • + Add tab share infomation in ticket
  • * Fix Tickets Statistics
  • * Fix send mail
  • * Fix download file in ticket
  • Fix Bug

    2012-07-12 08:35:12
    • Version number: 2.1
    • Stability: Stable
    • Compatibility: 1.4, 1.4.1.1, 1.4.2, 1.5, 1.6, 1.6.1, 1.6.2.0
    * fix button Refresh in page ManageTicket

    * fix bug when using the specified charset

    * fix some bugs

    Fix Bug

    2012-07-12 08:34:19
    • Version number: 2.0.3
    • Stability: Stable
    • Compatibility: 1.4, 1.4.1.1, 1.4.2, 1.5, 1.6, 1.6.1, 1.6.2.0
    - be compatible with Enterprise edition

    - be compatible with Profesional edition

    Fix Bug

    2012-07-12 08:33:06
    • Version number: 2.0.2
    • Stability: Stable
    • Compatibility: 1.4, 1.4.1.1, 1.4.2, 1.5, 1.6, 1.6.1, 1.6.2.0
    * 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

    Fix Bug

    2012-07-12 08:29:31
    • Version number: 2.0.1
    • Stability: Stable
    • Compatibility: 1.4, 1.4.1.1, 1.4.2, 1.5, 1.6, 1.6.1, 1.6.2.0
    * 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
    1 2 3
    Reviews

    About the Developer

    This extension was developed by and is supported by MageWorld

    Help Desk Pro by MageWorld 3 5 22 22
    Excellent extension, The installation was smooth. All features works fine. You submit a ticket and within 30 minutes you get a feedback. I will buy more extensions from them. September 3, 2012
    A must have extension. I think this is one of the best extension i used, it help us a lot in improving customer service. The extension is easy to install, i had it running in 15 minutes. Highly recommended. September 2, 2012
    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
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