aheadWorks

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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$199.00
Overview

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
Backend

Visit Extension Page:
http://ecommerce.aheadworks.com/magento-extensions/help-desk-ultimate.html


Streamline your communications into a single channel!

The extension is capable of collecting the correspondence from multiple sources. No matter how a customer posts their request, the extension will fetch it to the proper destination. Leave the message delivery to the module, and let your Support team focus on serving the clients!

Multiple submission options:
* From Customer Account
* Via native Contact Form
* Via Email
* From backend

Spam protection:
* Bot-protected web-forms
* Email rejecting patterns

Accept tickets via Email
Just set up an email gateway - and the extension will parse all the email messages going through it to backend, preserving the assignation and other ticket attributes.

Flexible email gateway settings
Use any mailing service you want: the email gateways support POP3 and IMAP protocols, with or without SSL/TSL encryption.

Rationalize your workflow!

The extension is designed to put your customer service in good order, and it offers all the crucial means for achieving this goal. With the extension, you can make sure that every single inquiry is taken care of timely, and no aspect is omitted or lost.

Flexible ticket assignation system
Distribute tickets between unlimited Departments and Agents and let the proper person answer each query.

Ensure authorized access
Use the Admin user-based ticket viewing restrictions and Ticket Lock functionality to make certain that sensitive information is kept private.

Effective Ticket Management
Queue your tickets according to their Statuses and Priorities.

Flexible Notifications system
From a simple request acknowledgement email for customer to reporting every step of the case processing to a supervising agent - all automated.

Complete communications history
Whenever there's a need to recover any detail of a customer's query, you'll have no problem with that, as the module carefully saves every bit of information.

Monitor the effectiveness of your customer service!

It is crucial to stay constantly aware of the situation is your customer service department. With its built-in reporting system, the extension presents you with everything you need to monitor, measure and control the work of your support team.

Workload Report
Get the instant overview of your support staff's current load levels - per-agent and per-department ticket totals grouped by Statuses and Priorities.

Agent Statistics
The effectiveness of each of your agents measured by the average response and ticket closing times.

Ticket Statuses Statistics
This reporting option is a means to analyze your client's behavior - when they submit new tickets, when they respond the most, etc.

Receive Carbon Copy of each message
You can have a copy of every message that goes through the Help Desk sent to a specified mailbox (-es).

Customer satisfaction guaranteed!

Customer service is about solving problems, not multiplying them. The Help Desk Ultimate extension guarantees the accessibility and transparency of your support procedure. Your customers are supplied with all the means they need to comfortably raise, track and close their tickets.

Easy-to-use
Simplify customer communications with a comprehensive and intuitive ticket management section introduced to Customer Account dashboard.

Optional Department / Priority selectors
Enable your customers to lodge their inquiries to the desired destination.

Guest ticket access
Make it equally easy for your guest users to apply for support. Along with Email Parsing, the External View link gives your guests all the advantages of the Ticket View webform without the necessity to create an account.

Let your customers be heard!
If a customer has a complaint or comment regarding a ticket, they can apply directly to a supervisor via "Escalate Ticket" option.

Break free from expensive external services!

An affordable industry-class Help Desk / Case Tracking solution that works inside your Magento, with no subscriptions to external services and/or additional connector modules? That's exactly what we are offering!

No usage fees
You only pay for the extension upfront and get all the advertised functionality. What you don't get is any artificial limits on the number of tickets, departments or agents.

Works inside your Magento
The Help Desk Ultimate extension is fully integrated into Magento and does not require any external sources to operate.

Fully customizable
You have full control over the module. Including the source code. Yes, we mean it: if the exact option you need is missing - you can add it.

Get better results with less effort!

Don't let your staff's time and effort be wasted on performing routine tasks: collecting customer information, typing answers to typical questions, signing the messages and so on. The extension presents an admin user with all the relevant info and options they may need to quickly respond to a ticket.

Advanced Ticket View screen
A backend user has all the necessary information and options gathered in one place, including:
* Customer details
* Up to 5 customer's latest orders
* Up to 5 customer's latest tickets

Tailored for Multistore installations
Get your departments and associated options separated between your stores, so that your staff do not get lost in unrelated records.

Entities linking
Get the tickets cross-linked with the customer accounts and orders, and navigate seamlessly between them.

Smart tickets grid
Get the extension fine-tuned to your workflow with the pre-defined filters and customizable "View Tickets" grid.

Quick Responses
The extension allows creating answer shortcuts, that can be inserted into the message in just one click.

Ticket auto-expiration
Let the extension handle clearing your support queues by automatically closing tickets after a period of zero activity.

Admin-only notes
Make sure the important bits of information are always highlighted via Ticket Comments and shared Customer Notes.

Ticket Search
Let massive data not be an obstacle - you can locate any ticket easily with the extension's built-in search functionality.

Themes and extensions releases, updates & promotions — follow aheadWorks on Twitter and Facebook!

aheadWorks Magento modules:

magento store

Release Notes

Changelog v.2.10.3

2013-06-21 08:40:23
  • Version number: 2.10.3
  • Stability: Stable
  • Compatibility: 1.4.1.1, 1.4.2, 1.5, 1.6, 1.6.1, 1.6.2.0, 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

Changelog v.2.10.2

2013-04-26 09:40:29
  • Version number: 2.10.2
  • Stability: Stable
  • Compatibility: 1.4.1.1, 1.4.2, 1.5, 1.6, 1.6.1, 1.6.2.0, 1.7, 1.12
* Minor bugfixes

Changelog v.2.10

2013-01-22 12:56:47
  • Version number: 2.10
  • Stability: Stable
  • Compatibility: 1.4.1.1, 1.4.2, 1.5, 1.6, 1.6.1, 1.6.2.0, 1.7, 1.12
  • + Department access can be restricted per "Admin Role Scope" in the Department settings
  • + Customer Name and Customer Email variables are allowed in the Quick Response templates

  • + "Add Comments To Order" option is available from backend ticket thread

  • + Link to the customer account in the Edit Ticket-> Ticket Options
  • + Department sorting on the frontend

  • + "Close Ticket" option for a customer
  • + Mass-action is allowed in the Manage Email Rejecting Patterns grid
  • * Issues after deleting email gateway
  • * Incorrect notification template was used when creating a ticket from the order in backend
  • * "Space" character is now ignored in "Default admin ticket status" field

  • * HTML parsing improvements ("<a href=...></a>" wasn't parsed correctly)

  • * Incorrect CSS for the header in customer area

  • * Translation file updated

Changelog v.2.9.7

2012-09-10 11:35:23
  • Version number: 2.9.7
  • Stability: Stable
  • Compatibility: 1.4.1.1, 1.4.2, 1.5, 1.6, 1.6.1, 1.6.2.0, 1.7, 1.12
  • + Ability to notify customer if ticket was reassigned to other departments
  • + Ability to send notification to assigned department if ticket was created by admin
  • * Locale improvements

Changelog v.2.9.6

2012-08-03 09:47:10
  • Version number: 2.9.6
  • Stability: Stable
  • Compatibility: 1.4.1.1, 1.4.2, 1.5, 1.6, 1.6.1, 1.6.2.0, 1.7, 1.12
  • + Dropdown in ‘Lock’ column in Tickets grid

  • + Multiple attachments to tickets from backend

  • * Incorrect customer notification template if ticket was created from customer email

  • * Incorrect email receiver if customer email was changed in ticket

  • * Minor bugfixes

Reviews

About the Developer

This extension was developed by and is supported by aheadWorks

Help Desk Ultimate by aheadWorks 4.3 5 18 18
Complete and thoughtful extension Worked out of the box. Only one little problem I detected, for my website. That problem was not standard. But the communication with aHaedWorks tecnicals was really good. The thought with me a solution to fix my problem. So, I must say, the product is complete and the support is quick, creative and helpfull! Thanx! September 10, 2014
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
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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.
by
gaurang20
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1 year, 6 months ago
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Avatar Image Url:: http://www.magentocommerce.com/images/avatars/uploads/avatar_66717
Customer avatar
Answer: 
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.
by
aheadWorks
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1 year, 6 months ago
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Is there a trial version of Ultimate Helpdesk for Magento Enterprise?
by
oricci
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6 months ago
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Avatar Image Url:: http://www.magentocommerce.com/images/avatars/uploads/avatar_66717
Customer avatar
Answer: 
Hello!

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.
by
aheadWorks
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6 months ago
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