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
This module is really going to help us Fantastic module, installed easily and works with very good installation and usage instructions. January 17, 2014
Slows down your site I have a few extensions from aheadworks and they are all great and this one seems just as good at first too. After a while I noticed my site was slowing down a TON! Around 5 second page loads. I checked the size of my database tables and the helpdesk related tables had gotten up to 2.4gb. I had to delete my saved tickets from the database and got it back down to 200mb, but within weeks it was back around 700mb. I would not recommend using this unless they offer an option to have a separate database for the helpdesk module. December 19, 2013
Great extension to provide managed support Overall a great extension if you want to provide your customer and yourself structured support. I'm not 100% happy because i hoped it would also give us the opportunity to make extra fields like Aheadworks has on it's own Helpdesk with login details. September 28, 2013
The best extension we have purchased! You will see yourself how great is the extension, but what you cannot see when you consider whether to buy an extension us who stands behind it and what will happen when/ if there are issues (which many times are related to changed you make on your store and not to the extension). Well... this is by far the best company to buy an extension from in terms of customer support, availability, etc. The extension itself is also excellent but as mentioned above you can tell that yourself. We are extremely pleased! Thank you, DocoArt.com www.docoart.com September 25, 2013
Powerful and Flexible Extension It is a "must have" extension, improve the efficency of the Help Desk Team and speed up the ticket management. The Email Gateway Parserer is a power option that allow you to track also tickets received by mail or allow customer replaying with email client. With this option the tickets are always correctly tracked. Raccomended! July 20, 2013
Very great support This module has been working for us very well--We've adjusted the templates and it is filtering multiple email boxes via cron, and really improves support efficiency. We've had some slight configuration problems and, even though we were past the official support period, aheadWorks helped fix something simple with a setting that could have been overlooked by us after hours of sifting through code. Have purchased many extensions of theirs, and they're the most consistent Magento developer we've seen yet. Thanks! June 28, 2013
Help Desk Ultimate by aheadWorks Help Desk Ultimate by aheadWorks gives you control of your e-mails from your clients. We needed some ajustments with are done in a professional way without conflicting other modules. We are more then satisfied about the modules, work, and support from aheadWorks, What about you? June 10, 2013
Today we release Help Desk Ultimate v.2.10 with an ability to limit the access to a department and 6 more amazing features. January 22, 2013
Help Desk Ultimate v.2.9.7 has been released. Now you have the ability to notify your customer if ticket was reassigned to other departments. You can also send notification to assigned department if ticket was created by admin. Moreover, there were some locale improvements. September 10, 2012
Today we are pleased to announce the release of Help Desk Ultimate v.2.9 February 16, 2012
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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 ago
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Avatar Image Url:: http://www.magentocommerce.com/images/avatars/uploads/avatar_66717
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 ago
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