Please note that this extension is provided as is. It is recommended to always backup your installation prior to use.
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
Help Desk Pro is a customer support ticket system for companies wanting to revitalize their customer care and support. This module provides a powerful combination of mail delivery, ticket management and request & response storage to streamline and improve your customer support functions.
With Help Desk Pro you can create unlimited departments, together with role decentralization and different managing operators. Help Desk Pro even satisfies a large company’s needs for a more complicated ticket system.
Features
Easy to Submit a Ticket
Submit a ticket via Magento contact form
Submit a ticket in customer's account (My Account / Help Desk / Submit a Ticket)
Submit a ticket via email (Send an email to help desk email gateway. Eg. support@yourdomain.com)
Submit a ticket via offline message of live chat. Eg. Zopim, LiveZilla... (Third-party live chat supported)
Easy to Track and Respond
Email notification of new ticket and staff response
Track ticket status in customer account (My Account / Help Desk / My Tickets)
Respond to a ticket quickly by reply email
Respond to a ticket quickly via web form (Direct link without logged in)
Respond to a ticket in customer's account (My Account / Help Desk / View Ticket)
Advanced Features
Allow to attach multiple files (Support both web form and email response)
Rich text format supported (Auto-parse HTML content from email messages)
Allow to set priority (Normal / High / Urgent)
Allow to select predefined department
Easy to assign an order number
View support time information with online / offline status, days off with detail message
View detail contact information (Using static block)
Ticket Management
Easy to create new ticket on the backend (Create ticket from Help Desk menu or directly on Customer / Order page)
Track all tickets on the backend
Easy to view all active tickets (New/Open status)
Easy to view tickets on Customer / Order page
Email notification for new / updated tickets
View entire thread of a ticket (Email messages are imported into the ticket automatically)
Respond to a ticket on the backend (HTML editor and response template are supported)
Respond to a ticket quickly via web form (Direct link without logged in, HTML editor and response template are supported)
Respond to a ticket quickly by replying email (Rich text format supported, auto-parse HTML content from email messages)
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)
Allow to respond to a ticket without changing ticket status (Ticket status keep Open)
Easy to assign ticket to a department / a staff member
Easy to assign ticket an order number
Easy to update ticket status manually (Open / Pending Customer Response / Closed)
Easy to update ticket priority (Normal / High / Urgent)
Easy to add internal tags to a ticket
Easy to add internal note (Staff member can view note details quickly on the ticket list)
Easy to manage share information that belongs to a customer
View ticket history (Staff member can view all other tickets from the same customer)
Department Management
Easy to create / manage departments (Multiple departments supported)
Assign department to multiple stores
Set department code that is used in ticket ID and appeared on email subject
Set department as log in required (Customers are required to login to submit ticket to this department)
Assign default email gateway (Use to send email notification)
Assign moderator email that will be notified of new / update tickets
Set auto-notify moderator of new / update tickets or not
Enter description that appears on the ticket submission form as customer guideline
Choose email notification template (Use default configuration template if not defined)
Assign staff members to department
Advanced Management
Easy to manage staff members, assign a staff member to multiple departments
Easy to manage email gateways, multiple email gateways supported
Set default department for an email gateway (Default department is auto-assigned to a new ticket that is created from the email gateway)
Support POP3 / IMAP protocol, support SSL/TLS
Choose to delete email from the host after loading or not (For IMAP protocol only)
Easy to manage response templates (Rich text format and ticket variables supported)
Easy to manage spam emails
Rules Management
Allow the administrator to create rules to manage tickets
The rules will be processed automatically when ticket is created, updated to save time
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
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
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
View statistics by staff members
View statistics by departments
View statistics by ticket tags
Other Configuration
Enable/Disable Help Desk
Set Gateway Update Interval (In minutes)
Notify Staff of missed ticket (In hours, leave 0 if do not notify staff members)
Time To Auto-Close Ticket (In hours, leave 0 if ticket will not be auto-closed)
Enable Delete Expired Ticket (Closed ticket will be deleted automatically after predefine period)
Support Time Setting (Allow to define support time, working days and days off with detail message)
Allow to overwrite default contact Form
Show detail contact information on the submission form (Using static block)
Allow Client To Select Department
Allow Client To Select Priority
Allow Client To Assign Order Number
Set Default Department
Set Default Email Sender
Email Configuration
Email Template Configuration
Other Features
Extension optimized for large scale businesses
HTML/CSS validation
Easy to install, easy to upgrade, just copy and use
Friendly and flexible configuration
Supports multiple stores and multiple languages
Easy to customize front-end via HTML/CSS
100% open-source
Magento Compatibility
+ Community 1.4.x - 1.7.x
+ Enterprise 1.9.x - 1.12.x
* 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
* 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
- support email in html form
- add html editor in customer's ticket input
- allow to block email messeage as spam
- add button Delete in ticket editing form
- support audo-delete old ticket
- add feature "Time to process" to ticket
- add section "Ticket History"
- add section "Order Detail"
- fixed some bugs- fixed multi language
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
Excellent extension, The installation was smooth. All features works fine. You submit a ticket and within 30 minutes you get a feedback. I will buy more extensions from them.
September 3, 2012
A must have extension. I think this is one of the best extension i used, it help us a lot in improving customer service. The extension is easy to install, i had it running in 15 minutes. Highly recommended.
September 2, 2012
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