Help Desk Professional (1.1) 13002 hits
Magento Help Desk extension is bundled with lot of features and is extremely useful for store owners. It has advance Magento ticket system that 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. Following are the key benefits of Help Desk Magento Customer Service Module.
Administration Features- Magento Help Desk Extension
Ticket Management - Magento Ticketing
Admin can manage Magento support tickets conveniently posted by customers. They can view thorough information such as the title, status, department, posted date, last client response, last staff response, priority and number of thread for a specific ticket in a grid view. Tickets from here can be drilled down so that the admin can see further details. Messages/replies are displayed in an accordion style where the most recent one is visible. Admin is able to reply from here and change the status of the ticket.
Pre-made templates can be used for replies. Department signatures are also supported. Ticket can be closed while replying to the message. Each and every step performed by admin is listed under ticket notes. Admin can add internal notes which are only visible to him. If he changes the priority or change the status or even change the department it will be listed under notes section.
Admin can also view the tickets by selecting particular store.
DEPARTMENTS MANAGEMENT - Magento Ticket System
Create and manage departments with this Magento Help Desk Extension. This helps each department handle client’s issues properly and avoids any mishap
Ticket Status Management:
A grid view of all Tickets’ Status is shown along with Add/edit/delete option. When user is on a specific status this Magento Ticket Extension allows admin to view all tickets related to that status.
Ticket Priorities Management:
Create your own priorities such as Low, High, Med or in numeric’s, tickets with relevant priorities are shown once admin click
This Magento Customer Service Extension allows you to create 5 custom email auto responders. Moreover, custom variables [user], [email] and [id] can be used 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 Reply Templates:
Premade Reply Templates are the most common replies used while replying to the user in Magento Support System. When replying to any message, Admin can select premade replies.
Ticket Statistics– Graph Support
This Magento Ticketing System gives thorough analyses report in graphical and numeric format. , Total tickets, statuses etc. is reflected in this information.
Frontend- Magento Help desk Extension
Help desk link in the header is automatically placed after this plugin is installed. Customers can access this support system from their accounts. They can view status of tickets, create and reply to them accordingly. This Magento Customer Support Extension is multi-store therefore customers are able to view tickets respective to the store.
Learn more about Help Desk Magento Extension on Demo , please visit product FAQs for any questions or talk to us now!
How it works – Help Desk Magento Addon
Before Moving on to the support section let us first make some important configurations. Login to backend and click on configuration panel, here is it how?
This section of Magento Ticket System allows you to configure general settings, alerts/notices and auto responders.
- Select which information you would like to display on frontend such as ticket priority and department
- Select default ticket status, department, email template and priority
- Allow file uploads and enter max size that you want to allow users
- Enter file types that user can upload
- Enable customers to post messages
Alerts and Notices
Enable new message and ticket alerts, enter email addresses for recipients.
This Magento Customer Service Extension supports auto responders for new tickets, messages or when any ticket is closed
Configure Email Templates
You can configure email templates for following events;
- When new ticket is generated
- For New message
- When ticket is closed
- New ticket response to staff
- New message response to staff
Email templates support variables [user], [email] and [id] which can be used to dynamically change the [user] by user name, [email] by email address of the user and [id] by the ticket id.
This section of Magento Help Desk module displays a grid view of all received tickets. Admin can add/edit and export all tickets from here as well. Admin can configure following properties from this section;
- Change ticket status, priority, department and store view. These changes will automatically be reflected on front end to user
- Select a premade reply or enter a new message support append mode.
- Ability to add internal notes. Whenever any change is made to ticket, internal notes are automatically generated and saved
Ticket Priority manager
This section allows you to define priorities that you will be using e.g. High, Med, and Low. Add a priority and assign related tickets to it. All those tickets will automatically be marked that priority.
Segment all tickets for each department with the help of this open source help desk software; add related departments with information such as name, active status, email and department signature. From the left column you can assign tickets to this department.
A graph view for each department’s stats is shown in this section. This chart shows thorough information about total number of tickets, pending, and closed etc.
On the front end, Help Desk Magento Extension adds a link in header named as “Helpdesk”, customer must be logged in to view this page. This page shows all tickets which have been created by that user with details such as status, priority, department and dates. Customers can reply to any ticket easily from here.
If you have any questions please visit product FAQ or talk to us right now!