FMEExtensions

Help Desk Professional - Customer Support

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Complete customer service solution for your website, includes support tickets engine...
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$145.00
Overview

Help Desk Professional - Customer Support

Help Desk Professional Extension For Magento comes with a number of exceptionally useful features and is especially helpful for store owners. This Extension allows you to enhance the customer interaction and satisfaction level on your Magento Store because of the key features added to it. Also, it takes your Help Desk and customers support to a next level beyond a simple ticket system. Keep on reading for a full functionality preview of our Help Desk Professional.

Front End Display

Help Desk Professional
The Front End of the Help Desk Professional Extension displays the Tickets that are sent by customers facing problems in the products that have been purchased from you. The Front End shows the Ticket number, Title, the date when the ticket was posted, the date of the Last Staff Response, Department, Priority, Status and the number of Threads. After an issue has been solved the Admin can change the status of the ticket to 'closed'. The Front End is also adorned with the option of creating a ticket. Just fill in the Title, Department, Priority and Message and Attachment fields respectively. However, the required fields are the Title and Message only. When this extension is installed, an icon for it will automatically be displayed at the top. The website owners will have to log in to view their account information.

Manage Tickets

Tickets Manager
- Shows Tickets ID, Ticket Title, Posted, Last Client Response, Last Staff Response, Department, Priority, Status, Threads and a link to Edit the Tickets.
- Change Status or delete by selecting from the grid and selecting the Action.

Export to CSV
- You can Export the Tickets to a CSV or XML file
- Select the type of file you would like to Save As and Click on Export

Add Ticket
Ticket Information
- Ticket Status
- Ticket Department
- Ticket Priority
- Ticket Subject
- Ticket Message

Internal Notes
- Note Title:
- Note Content:

Manage Ticket Status

Ticket Status Manager
- Shows Ticket ID, Ticket Status Title, Archive and a link to Edit the Tickets.
- Change Status or delete by selecting from the grid and selecting the Action.

Export to CSV
- You can Export the Ticket Status to a CSV or XML file
- Select the type of file you would like to Save As and Click on Export

Add Ticket Status
Ticket Status Information
- Ticket Status Name
- Archive

Related Tickets
- Shows all tickets in the grid
- Select the related tickets

Manage Ticket Priorities

Ticket Priorities Manager
- Shows Ticket ID, Ticket Priority, Status and a link to Edit the Tickets.
- Change Status or delete by selecting from the grid and selecting the Action.

Export to CSV
- You can Export the Ticket Priority to a CSV or XML file
- Select the type of file you would like to Save As and Click on Export

Add Ticket Priority
Ticket Priority
- Ticket Priority
- Status

Related Tickets
- Shows all tickets in the grid
- Select the related tickets

Manage Email Templates

Email Templates Manager
- Shows Template ID, Template Title, Status and a link to Edit the Templates.
- Change Status or delete by selecting from the grid and selecting the Action.

Export to CSV
- You can Export the Email Templates to a CSV or XML file
- Select the type of file you would like to Save As and Click on Export

Add Email Template
Email Template Information
- Template Info
- Template Title
- Status

New Ticket Auto-response to User
- Subject
- Message Body

New Message Auto-response to User
- Subject
- Message Body

Close Ticket Auto-response to User
- Subject
- Message Body

New Message Auto-response to User
- Subject
- Message Body

Manage Email Templates

Premade Reply Manager
- Shows Premade Reply ID, Title, Status and a link to Edit the Premade Replies.
- Change Status or delete by selecting from the grid and selecting the Action.

Export to CSV
- You can Export the Premade Replies to a CSV or XML file
- Select the type of file you would like to Save As and Click on Export

Add Premade Reply
Premade Reply
- Title
- Status
- Answer

Manage Departments

Departments Manager
- Shows Department ID, Department, Email, Status and a link to Edit the Departments.
- Change Status or delete by selecting from the grid and selecting the Action.

Export to CSV
- You can Export the Departments to a CSV or XML file
- Select the type of file you would like to Save As and Click on Export

Add Department
Department Information
- Dept Name
- Dept Status
- Dept Email
- Dept Signature

Related Tickets
- Shows all tickets in the grid
- Select the related tickets

Department's Stats

Department’s Statistics
- Shows the number of tickets in every department individually on a pie chart.
- Different colours are assigned to new, closed and pending tickets making it easy to differentiate between them.

Configurations

General Settings
- Show Priorities on Front End by editing the text field
- Show Departments on Front End by editing the text field
- Set the Default Department by editing the text field
- Set the Default Ticket Priority by editing the text field
- Set the Default Ticket Status by editing the text field
- Set the Default Email Template by editing the text field
- Allow file uploads by editing the text field
- Set the Max File Size (Mb) by editing the text field
- Set the Accepted File Types by editing the text field
- Allow Customers to post message by editing the text field

Home Settings
- Set the New Ticket Alert by editing the text field
- Set the New Message Alert by editing the text field
- Set the Email Copy To tab by editing the text field
- Define the Default Alert Email by editing the text field
- Set the Default Alert Name by editing the text field

Auto-responders
- Set the Auto-responder to a New Ticket by editing the text field
- Set the Auto-responder to a New Message by editing the text field
- Close Ticket Notice by editing the text field

Support

If you have any questions feel free to contact us anytime! FME Extensions.

Demo

To view online demo and other details - HelpDesk Professional Extension By Fme
Release Notes

Help Desk Professional Magento Extension - A Ticket Support system

2011-07-28 17:19:03
  • Version number: 1.0
  • Stability: Stable
  • Compatibility: 1.3, 1.4, 1.4.1.1, 1.4.2, 1.5, 1.6

Help Desk Professional Magento Extension - A Ticket Support system

Reviews

About the Developer

This extension was developed by and is supported by FMEExtensions

Help Desk Professional 0 5 1 1
Purchased this a month ago, just getting around to installing it. Been a pain since I started but FME has replied to my first support ticket and now I am just awaiting their response to my response. I think I have figured out the problem I was having with getting errors, My database is setup with a prefix 'mag_' infront of each table & some files are not coded to inquiry for a prefix (if exists) & I think that is why I am getting errors, so I am adjusting the code to see if it fixes my issues. November 19, 2012
1-1 of 1
Q&A
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