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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.
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. email@example.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 firstname.lastname@example.org).
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.
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.
For more information, please visit full documentation.
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.
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.
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