Emipro Techno

Help Desk System

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Admin can easily provide best customer support using ticket system.
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Overview

Help Desk System

Magento is on top as open-source eCommerce framework. But some basic functionalities are missing to make any eStore perfect. One of missing basic functionality is Customer Support Ticket System. Store administrator always thinks to provide better customer support. To fulfill this requirement, we have developed Help Desk System Magento extension.

This extension provides facility to customers to create support ticket. When customer generates support ticket, admin will get notification via email. Admin can reply of that support ticket & at that time customer will get notification via email and when customer reply in ticket then admin will get notification via email. Admin can assign ticket to an other admin or support person. Admin can create new ticket for any customer. Admin and customer can set ticket status as Closed. Customer and admin can reopen any closed ticket.

Get it for Magento 2!

Features

Customer Oriented

  1. Customer can easily create support ticket.
  2. Customers can see tickets history for all the tickets created.
  3. Customers can upload attachment with support ticket.
  4. Customer can reopen any closed ticket.
  5. Every conversation will be notified by email to customer.
  6. Whenever customer create new ticket, customer himself will be notified by email.
  7. Customer can create ticket from "My Orders" page for any particular order. (V1.3.0)
  8. Customer can post reply into the ticket directly from the email without logging into their account. They have to click on "Reply" in specific email and that reply will be directly updated into the relevant ticket. (V1.3.0)
  9. Guest user can also create support ticket without getting registered. (V1.3.0)
  10. When customer send email on specific email (like support@domain.com), support ticket can be created automatically. (V1.3.0)

Admin Oriented

  1. Admin can manage tickets from Magento admin panel.
  2. Admin can manage ticket department.
  3. Admin can set default assignee for any department.
  4. Super admin can assign ticket to an other admin or support person.
  5. Every conversation will be notified by email to admin.
  6. Whenever customer create new ticket, admin will be notified by email.
  7. Super admin and assignee admin conversation is possible (that conversation cant be visible to customer).
  8. Admin can create new support ticket for any customer.
  9. Automatic close ticket after specified days when there is no reply from customer. (V1.1.0)
  10. Super admin can start internal official discussion with any other admin. That conversation will not be visible to customer. (V 1.4.0)
  11. Frequent Responses: Admin can create templates with predefined text which can be used to load common content while posting reply. It is helpful when admin have to write the same answers to the common questions asked in the ticket. (V 1.4.0)
  12. Admin can create ticket for any order from the Sales > Orders grid. Admin can also view existing tickets for any particular order. (V 1.4.0)

How extension will work

After installing this extension, the customer can create a support ticket from their account. Admin will be notified when the customer creates a new ticket.

Admin can reply into that ticket from admin panel and can also use 'Frequent Responses' to load the common text. Admin can assign the ticket to another admin or support person. This conversation can also include attachment if required.

The customer can select appropriate ticket department and priority for ticket (Low, Medium and High).based on his query. Admin can create multiple support ticket departments. Admin can set department's default assignee support person so that when the customer creates a ticket belonging to that department, ticket will be automatically assigned to the default assignee person.

Based on ticket conversation, the ticket will hold different statuses. Various ticket statuses are New, Waiting For Customer, Waiting For Support, Closed and Reopen.

Super admin and assignee both are just Magento admin. Super admin can have access to all support tickets and can also receive the emails for conversations of all tickets. But assignee can have access to only support tickets which are assigned to him by super admin and will get emails for those tickets only. Super admin can be selected under the configuration settings.

When the ticket is created, all super admin will be notified by an email. When any of them assigns it to other admin, that admin will be notified by an email that a ticket is assigned to him. After that, customer and admin will get constant email notifications whenever any of them posts reply in it.

Admin or assignee can have an internal official discussion in the support ticket itself. By this way, admin can keep track of other required information that could be useful in future as a reference. As it is an internal matter, it will not be visible to the customer. When super admin or assignee sends a message to any other admin, that ticket will be now visible to the other admin. That admin will be notified by email about the message sent to him.

Flexible Ticket Statuses

Allow customers to create and update tickets via email

When the assignee posts reply in the ticket, the customer will get an email for that. Now, the customer can click on the default 'reply' button on the email and write down the reply with attachments in the email itself. That reply will be automatically updated in the relevant ticket within a few minutes. So customer doesn't need to log in into his account everytime to solve his issue.

Note: That reply will be received on the email id specified in gateway settings (for ex. support@domain.com). The reply will be updated in the ticket only if that email is kept unread.

Similarly, the ticket can be automatically created when an email is received at the specific email address (for ex.support@domain.com).
You just need to setup an email gateway and the Magento cron to synchronize the tickets with email.

Internal official discussion among multiple admins

Admin or assignee can have an internal official discussion in the support ticket itself. By this way, admin can keep track of other required information that could be useful in future as a reference. As it is internal matter, it will not be visible to customer.

When super admin or assignee sends message to any other admin, that ticket will be now visible to the other admin. That admin will be notified by email about the message sent to him.

Frequent Responses - Get rid of writing same replies again and again!

You can set the common text that you write frequently in ticket under 'Manage Frequent Responses' menu . After that, just select the response template from drop-down & click on the 'insert on cursor' button when posting reply. It will simply add the text at the current cursor position.

Department-wise allocation

Easily distribute support tickets among an unlimited number of departments and let the responsible person handle the queries. Admin can also set default assignee for each department.

Ticket accessibility for admin and assignee

Super admin and assignee both are just Magento admin. Super admin can have access to all support tickets and can also receive the emails for conversations of all tickets. But assignee can have access to only support tickets which are assigned to him by super admin and will get emails for those tickets only.
Super admin can be selected under the configuration settings.

Test the live demo now!

For more information, please visit full documentation.

If you want customization or more functionality in our module, feel free to contact us. We are eager to shape your system with our apps!!!

M1 Extension Versions

Added new features

2016-12-13 14:02:01
  • Version number: 1.4.0
  • Stability: Stable
  • Compatibility: 1.6, 1.6.1, 1.6.2.0, 1.7, 1.8, 1.8.1, 1.9, 1.9.1, 1.9.2
=> Internal official discussion(messaging) among admins

=> Use Frequent Responses to load common replies

=> Create and view ticket from Orders grid

Added new features

2016-03-23 13:40:48
  • Version number: 1.3.0
  • Stability: Stable
  • Compatibility: 1.6, 1.6.1, 1.6.2.0, 1.7, 1.8, 1.8.1, 1.9, 1.9.1, 1.9.2
=> Customer can create ticket from "My Orders" page for any particular order.

=> Customer can post reply into the ticket directly from the email without logging into their account. They have to click on "Reply" in specific email and that reply will be directly updated into the relevant ticket.

=> Guest user can also create support ticket without getting registered.

=> When customer send email on specific email (like support@domain.com), support ticket can be created automatically.

Add new feature - close ticket automatically

2015-09-09 13:26:13
  • Version number: 1.1.0
  • Stability: Stable
  • Compatibility: 1.6, 1.6.1, 1.6.2.0, 1.7, 1.8, 1.8.1, 1.9
Add new functionality: When there is no reply from customer for any ticket for last specific number of days, then close ticket automatically.

First release

2015-07-25 08:53:28
  • Version number: 1.0.0
  • Stability: Stable
  • Compatibility: 1.6, 1.6.1, 1.6.2.0, 1.7, 1.8, 1.8.1, 1.9
This is first release of the extension
Q&A
Get Help

Support for This Extension

The best place to start if you need help with a specific extension is to contact the developer. All Magento developers have both a contact email and a support email listed.

Magento Platform Support

If you need support for a Magento platform, there are different options for support depending on which Magento platform you are using. Below are links for specific platforms.

Reviews

About the Developer

This extension was developed by and is supported by Emipro Techno

Rated 5 out of 5 by 6 reviewers.
Rated 5 out of 5 by BON CHOIX Extension conforme à sa description. Quelques ajustements nécessaires effectués avec l'aide d'un support extrêmement réactif et disponible. October 6, 2016
Rated 5 out of 5 by Perfect Module, Perfect support ! What else ? Support, responsiveness, quality... This module did perfectly what we need... and email gateway too ! Easy to customize. Many Thanks to all the support team ! September 20, 2016
Rated 5 out of 5 by Perfect Module, Perfect support ! What else ? They replied in a short time to all our demands.... September 20, 2016
Rated 5 out of 5 by nice simplicity ticket system App with Modern latest every web browser supported we are preparing online store for apple related products sales . so we need ticket system with simple logic and easy to use from customer side ( frontend ) this plugin - everything works great and easy to install and was supported safari 8 & 9 and firefox and chrome and IE and so on .. i strongly recommend to buy this plugin ! magento 1.9.2.2 also supported ! December 5, 2015
Rated 5 out of 5 by Excellent Exention - Works very Well Great Extension - Installed very Fast and Free. Great support even on the weekend. September 3, 2015
Rated 5 out of 5 by Very useful extension to provide best customer support service This extension is really good to provide best customer support service via support ticket system. This is very easy to manage by administrator. Multiple ticket department can be managed by different support person. July 29, 2015
  • 2017-01-17 T09:30:12.041-06:00
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  • co_hasreviews, tv_6, tr_6
  • loc_en_US, sid_28952, prod, sort_default
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