Help Desk Professional Magento extension is bundled with lot of features and is extremely useful for store owners. It allows you to enhance customer interaction and satisfaction level on your Magento Store and takes your Help Desk and customers support to a next level beyond a simple ticket system. Keep on reading for a full functionality preview of our Help Desk Professional.

Admin Panel Features

Ticket Management

Admin can manage tickets very easily posted by the site users. Admin can view the title, status, department, posted date, last client response, last staff response, priority and number of thread for a specific ticket at a glance in a grid view. Tickets from here can be drilled down so that the admin can see further ticket details. Starting from the initial ticket details down to each posting. Postings are displayed in an accordion where the most recent is visible. Admin is able to reply from here and change the status of the ticket. Replies can be from a template for reply or can type its own text. Admin has also an option to embed signature with the reply. Admin can also close the ticket while replying the message. Each and every step performed by the Admin for that specific ticket is listed under the ticket notes. Admin can add notes for only visible to admin. If admin changes the priority or change the status or even change the department it will be listed under notes section. Admin can put multiple notes there.

Admin can also view the tickets by store. If there are multiple stores and there are many tickets then admin can easily view the store related tickets by switching the stores.

Departments Management

A grid view of all Departments. Option to Add/edit/delete departments. When user is on a specific department admin can view all tickets related to that department.

Ticket Status Management:

A grid view of all Ticket Status. Option to Add/edit/delete status. When user is on a specific status admin can view all tickets related to that status.

Ticket Priorities Management:

A grid view of all Ticket Priorities. Option to Add/edit/delete status. When user is on a specific priority admin can view all tickets related to that priority.

Templates Management:

Email templates are all the emails used in the system. Each template has multiple emails in it. Each template has the subject and message that will be used when an email is to be sent. These are variables [user], [email] and [id] can be used in templates to dynamically change the [user] by user name, [email] by email address of the user and [id] by the ticket id. There may be multiple email templates but only one can be enabled at a time.

Premade Replies Templates:

Premade Replies Templates are the most common replies used while replying to the user. Admin can just select the premade reply from the list of premade replies in the ticket reply window and can reply to the user.

Statistics

Admin can see the statistics for departments, letting the admin see the number of tickets posted to that department and related to the status of those tickets.

FrontEnd Features

Post Tickets

Once the extension is installed there is a link helpdesk in the header. On click the user will be redirected to Tickets area under My Account Page. If user is not logged in, they will be taken to the login page and then they can post the ticket. User can view all the tickets posted by them in a grid view. User can see the status for that specific ticket and also see the last response by admin. If there are multiple stores and the user post the ticket for different stores then user can see only related tickets for that store and its ticket be posted under that store.

Overview:

FRONTEND DISPLAY

Help Desk Professional:

The Front End of the Help Desk Professional Extension displays the Tickets that are sent by customers facing problems in the products that have been purchased from you. The Front End shows the Ticket number, Title, the date when the ticket was posted, the date of the Last Staff Response, Department, Priority, Status and the number of Threads. After an issue has been solved the Admin can change the status of the ticket to 'closed'. The Front End is also adorned with the option of creating a ticket. Just fill in the Title, Department, Priority and Message and Attachment fields respectively. However, the required fields are the Title and Message only. When the Magento extension is installed, an icon for it will automatically be displayed at the top. The website owners will have to log in to view their account information.

MANAGE TICKETS

Tickets Manager:

• Shows Tickets ID, Ticket Title, Posted, Last Client Response, Last Staff Response, Department, Priority, Status, Threads and a link to Edit the Tickets
• Change Status or delete by selecting from the grid and selecting the Action

Export to CSV:

• You can Export the Tickets to a CSV or XML file
• Select the type of file you would like to Save As and Click on Export

Add Ticket:

Ticket Information:

• Ticket Status
• Ticket Department
• Ticket Priority
• Ticket Subject
• Ticket Message

Internal Notes:

• Note Title
• Note Content

MANAGE TICKET STATUS

Ticket Status Manager:

• Shows Ticket ID, Ticket Status Title, Archive and a link to Edit the Tickets
• Change Status or delete by selecting from the grid and selecting the Action

Export to CSV:

• You can Export the Ticket Status to a CSV or XML file
• Select the type of file you would like to Save As and Click on Export

Add Ticket Status:

Ticket Status Information:

• Ticket Status Name
• Archive

Related Tickets:

• Shows all tickets in the grid
• Select the related tickets

MANAGE TICKET PRIORITIES

Ticket Priorities Manager:

• Shows Ticket ID, Ticket Priority, Status and a link to Edit the Tickets
• Change Status or delete by selecting from the grid and selecting the Action

Export to CSV:

• You can Export the Ticket Priority to a CSV or XML file
• Select the type of file you would like to Save As and Click on Export

Add Ticket Priority:

Ticket Priority:

• Ticket Priority
• Status

Related Tickets:

• Shows all tickets in the grid
• Select the related tickets

MANAGE EMAIL TEMPLATES

Email Templates Manager:

• Shows Template ID, Template Title, Status and a link to Edit the Templates
• Change Status or delete by selecting from the grid and selecting the Action

Export to CSV:

• You can Export the Email Templates to a CSV or XML file
• Select the type of file you would like to Save As and Click on Export

Add Email Template:

Email Template Information:

• Template Info
• Template Title
• Status

New Ticket Autoresponse to User:

• Subject
• Message Body

New Message Autoresponse to User:

• Subject
• Message Body

Close Ticket Autoresponse to User:

• Subject
• Message Body

New Message Autoresponse to User:

• Subject
• Message Body

MANAGE EMAIL TEMPLATES

Premade Reply Manager:

• Shows Premade Reply ID, Title, Status and a link to Edit the Premade Replies
• Change Status or delete by selecting from the grid and selecting the Action

Export to CSV:

• You can Export the Premade Replies to a CSV or XML file
• Select the type of file you would like to Save As and Click on Export

Add Premade Reply:

Premade Reply:

• Title
• Status
• Answer

MANAGE DEPARTMENTS

Departments Manager:

• Shows Department ID, Department, Email, Status and a link to Edit the Departments
• Change Status or delete by selecting from the grid and selecting the Action

Export to CSV:

• You can Export the Departments to a CSV or XML file
• Select the type of file you would like to Save As and Click on Export

Add Department:

Department Information:

• Dept Name
• Dept Status
• Dept Email
• Dept Signature

Related Tickets:

• Shows all tickets in the grid
• Select the related tickets

DEPARTMENT'S STATS

Department’s Statistics:

• Shows the number of tickets in every department individually on a pie chart
• Different colors are assigned to new, closed and pending tickets making it easy to differentiate between them

CONFIGURATIONS

General Settings:

• Show Priorities on Front End by editing the text field
• Show Departments on Front End by editing the text field
• Set the Default Department by editing the text field
• Set the Default Ticket Priority by editing the text field
• Set the Default Ticket Status by editing the text field
• Set the Default Email Template by editing the text field
• Allow file uploads by editing the text field
• Set the Max File Size (Mb) by editing the text field
• Set the Accepted File Types by editing the text field
• Allow Customers to post message by editing the text field

Home Settings:

• Set the New Ticket Alert by editing the text field
• Set the New Message Alert by editing the text field
• Set the Email Copy To tab by editing the text field
• Define the Default Alert Email by editing the text field
• Set the Default Alert Name by editing the text field

Autoresponders:

• Set the Autoresponder to a New Ticket by editing the text field
• Set the Autoresponder to a New Message by editing the text field
• Close Ticket Notice by editing the text field

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