Help Desk Ultimate by aheadWorks

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Email parser auto-converts messages into tickets or ticket responses. Keep track of the entire message thread.
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Help Desk Ultimate by aheadWorks

The Help Desk Ultimate Magento module is rich feature set and proven record at helping website owners enhance their customer satisfaction levels a few notches make it an undisputed leader in the help desk software market. To compare the Help Desk Ultimate extension by aheadWorks with other help desk solutions, refer to the Help Desk Ultimate comparison guide.

Live Demo:
Account Page Demo
Contact Form Demo

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Extension Features

Managing your customer help desk is a seamless experience with the Help Desk Ultimate Magento module. Check out its powerful features and benefits:

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). A ticket response emailed by a staff user will be processed by the email parser, recorded in the help desk and forwarded to the ticket creator.

Manage workflow better: Assign work quickly through unlimited departments
You can create unlimited departments and hide any of them for the frontend for better workflow management. Each department has a title, an email address, a set of email templates, and a unique access. You can choose to direct different support tickets to different departments. When visitors to the site submit a support ticket, the requests can be automatically assigned to the relevant department. This ensures speedy resolution of the customer's issue. (You can choose to show or hide the department selector from visitors to your site)

New macro fields available in email templates allow you to craft the templates perfectly – include dynamic ticket information once and have it parsed in all outgoing messages.

Moreover, get complete visibility on help desk activity with reports showing the department-wise number of tickets and status of the tickets. Use this important information to further optimise your customer support function.

Advanced multistore support mechanisms
You can specify department visibility for a certain store. Assign primary department for stores and establish automatic store-department email parsing. Optimise tickets processing by having customers and departments organized on by-store basis.

Manage tickets in a flexible way
The Help Desk Ultimate extension offers easy-to-use system of tickets managing. You can create unlimited number of tickets and edit them from admin panel, link tickets with orders, reassign ticket to other department or lock it so no other department could edit it. The ability of creating custom statuses for tickets gives you more flexibility while working with them.

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 in every moment.

If too many tickets have been created and it takes a lot of time to search the required one, use the Global Search field in the admin area – the Help Desk Ultimate extension allows you to find tickets in no time using this native Magento option.

Keep track of the entire thread: Convert e-mail messages into new tickets easily
The Help Desk Ultimate magento module includes an optional feature to convert initial email messages sent to the parser 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 1.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.

Ease work with tickets for customers
Gladden your customers with new improved selection interface when creating and editing a ticket. Moreover, it has become possible to do it without being logged in. Your consumers will definitely appreciate it!

Let the desk focus on active support requests with auto-closure of tickets
The software will close all tickets that have no activity on it by an end user for the number of days specified by you

Manage 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
* Auto-assign to departments upon email reply
* IMAP support
* TLS Support
* Predefined reply templates for admin that allow you to choose and edit/submit a ready answer
* Multi email gateways support
* Incoming mail attachments support
* Email attachment validation
* New log format (database instead of files)
* Default status for tickets created by admin
* CC (carbon copy) of all HDU emails
* WYSIWYG editor for admin replies
* Rule-based spam protection for incoming emails
* Edit or delete department replies from the backend

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.

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Release Notes

Changelog v.2.10.11

2014-03-07 08:20:15
  • Version number: 2.10.11
  • 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
+ Stability and speed improvements

Changelog v.2.10.10

2014-02-17 09:41:06
  • Version number: 2.10.10
  • 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
* External ticket view link could work incorrectly depending on a certain set of settings

Changelog v.2.10.9

2014-02-07 13:32:56
  • Version number: 2.10.9
  • 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
* Problem with attachments in tickets

Changelog v.2.10.8

2014-01-17 08:30:25
  • Version number: 2.10.8
  • 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
* Minor bugfixes

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
1 2 3 4

About the Developer

This extension was developed by and is supported by aheadWorks

Help Desk Ultimate by aheadWorks 4.3 5 19 19
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
The first-class consumer support This solution helps us maintain the first-class consumer support at our store. It enriches and refines the process of resolving customers’ problems. Nobody would deny that keeping customers is much easier, cheaper and more efficient than obtaining and attracting new clientele. Consumers feel that we do everything possible to solve their doubts and troubles. We win clients’ loyalty and enhance their satisfaction level. July 2, 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
Great extension If you want to save yourself a lot of time (read: money), don't doubt to buy this one. Aheadworks gave me great support to get this working in a complicated theme and we are 100% satisfied! March 13, 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
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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, 1 month 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 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?
1 month, 2 weeks 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.
1 month, 2 weeks ago
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