MageWorld

Help Desk Pro by MageWorld

  • Popularity Score 28 Popularity Score

    Popularity ScoreReferrals to Site/Downloads

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

Perfect customer support / ticket system. Web and email support. Efficient tracking. Multiple Departments.
Compatible with:
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$229.00
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
    Functions looks good but poorly coded/implemented Most of the functions such as the mail rules, spam filter, client name auto-complete doesn't works properly out of the box, have to get the developer to fix one by one. Poor multi-store support, I have 2 different websites and multiple store views running on single instance but all the tickets mixing up in the customer account even they are belongs to different websites. Helpdesk system always use admin store code (0) to send out notification emails, in this case the store variables in transactional emails doesn't reflect to the right store. When report to the developer they inform us they have no time to fix the issue. Surprisingly when communicate with one of the developer, we notice that they can't even understand how the mail rules should work as they told us the mail rules doesn't work properly because we have set the very first rule to 'do not process other rules' regardless the conditions matches with incoming emails or not. After I explained to them how it suppose to work, they finally agreed and resolve the issue. At one point, while the developer halfway fixing some bugs and left it over the weekend and causing all the ticket replies didn't send out to the customers. We found out this issue after few days when our customers start yelling at us as they think we are ignoring they tickets because they did not receive our response from help desk at all. Not recommended as all. November 12, 2013
    Amazing This extension is Amazingl. Its features are true to its name. I have looked for a long time and used many help desk tools before, MageWorld Hooks the customer order with the issue A+++++ November 4, 2013
    very great extension i recommend, easy installation, many helps, many thanks! December 29, 2012
    This extension is really helpful. Its features are true to its name. I have looked for a long time and used many help desk tools before, but now i stop looking for because i realize that Help Desk by MageWorld is the best for me. October 1, 2012
    Before buy this extensions I tested very carefully on sandbox and I'm happy to using this. It works perfectly, no bugs so far. Easy to use and Install. I recommend. Very good job. September 21, 2012
    Great extension, quick and helpful support. Thanks September 17, 2012
    My company have a big website,and we received many emails from customers and this extension help us to support our clients better. That is MUST HAVE extension. September 14, 2012
    I have tested this module carefully before buying this. I installed on my site and it works fine. I'm satisfied. 5 stars for this module. September 13, 2012
    I’m very pleased MageWorld. This product is very good and They also have the best customer service. I recommended MageWorld to every one. September 11, 2012
    I love this extension, It works fine without any problems. works Exactly what i was looking for! September 7, 2012
    2 3 next>>
    Q&A
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