Overview
Back to topProvide all details of your extension’s features and functionality. Include any updates.
This extension streamlines the process of managing customer inquiries by introducing a user-friendly system that utilizes store resources. Help Desk utilizes a ticket system, customers may submit tickets via native Magento contact form, from the customer account section, or by directly emailing Help Desk gateway.
The tickets are managed at the ticket grid in the store backend and can be assigned to a particular help desk agent – store administrator user eligible to answer questions via the help desk. Help desk agents can reply to the tickets, set ticket priority, tie tickets to orders, and more. Finally, the ticket management process can be partially automated with the help of 'Automations' a set of special events that allow sending notifications, changing priorities, and many more, depending on the conditions set.
Features
- Canned Responses
With related tickets it’s easy to aggregate repetitive requests and reply to them all at once with canned responses saving time
- Reopening Tickets
Allow customers to save time on submitting tickets to the problem they have once submitted tickets to
- Rejecting Patterns
Filter out unwanted requests with a customizable spam shield
- Creating A Ticket
Tickets can be created either by customers using a native contact form or from a customer area or by sending an email to an email gateway address. The administrator can create a ticket from the backend.
- Ticket Pool
Submitted tickets enter a ticket pool – backend ticket grid, where agents may view, filter, and process tickets.
- Ticket Page At Backend
The individual ticket page is organized to provide all the necessary information, to communicate with customers, and to edit a ticket – all on one page.
- Message Threads
Monitor ticket conversation, internal notes and system messages in one place
- Departments
Organize your helpdesk team into departments to stream support requests to appropriate agents
- Agent’s Card
Personalize interaction between agents and customers by enabling agents’ details on Frontend and in emails
- Automation
Processing a ticket requires multiple steps and some of those steps are quite routine. We have created a way to delegate such tasks to the extension, to be performed without agent involvement. Using automation you can perform anything from simple tasks, like assigning an agent to a new ticket, to something more complicated, like sending a follow-up message to a customer that hasn’t replied for a while.
- Email Gateway
The extension allows setting up an email gateway. All incoming emails at this address will be automatically converted to tickets.
- Customer Area
The help desk tab is added to the customer area. From there, customers may create a new ticket, monitor the progress on existing tickets, send attachments, and communicate with an agent.
Business Value
Help Desk Ultimate extension for Magento 2 is a powerful one-off payment tool for creating an in-store help desk system:
- Built-in customizable automation to take care of the ticket routine;
- Informative ticket screen with customer and order related links;
- Carbon Copy recipients and external ticket links.
What Is The Purpose?
Whenever customers have any problem with the store they need a way to communicate this problem to store administration to have it solved. They may choose to send an email, or use a contact form, make a call, or maybe even use a messenger. This creates a bit of chaos since messages may get misplaced, miscommunicated, lost, and so forth. Help Desk Ultimate solves this problem by being an organizer for all incoming client communication, by logging all issues as tickets, making sure nothing gets lost and everything is addressed in a timely fashion.
How It Works
Both customers and store administrators may create and submit new tickets. Once the ticket is submitted, it enters a ticket pool in the backend. Here agents pick up corresponding tickets, solve issues, and communicate with clients. Agents may use ticket statuses, priority settings, attachments, internal notes, and other tools when processing a ticket. Additionally, Aheadworks provides an option to delegate simple routine tasks to the extension via ticket automation settings.
Example:
A customer has been sent a package but there is one item missing. He uses a contact form to inform the store and request this item to be delivered.
Without Help Desk Ultimate
The request is delivered to a customer service department inbox. It sits there for a while before someone checks an email. Someone has to read it and to decide which specialist to delegate it. Then the specialist has to be notified. He then has to notify the customer that issue will be dealt with. Then follows communication with other people in the company, another delegation, asking customers for proof, receiving and forwarding files, and so on. Now to get the complete picture of this issue one would have to talk to a number of different people and ask them for a number of files and email copies. It’s a mess.
With Help Desk Ultimate
The request is logged into a ticket pool, it is automatically assigned to an agent, both agent and customer are notified. All of this happened within seconds instead of a couple of hours. And everything that follows, be it files, messages, or reassignments, is logged within a ticket tab - nothing gets lost, forgotten, or miscommunicated.
Demo
To experience the extension firsthand follow the links below:
- Agents Manage Tickets
- Agents Reply to Tickets
- Configure Departments
- Create Quick Responses
- Create Rejection Patterns
- Configure Gateways
- Arrange Automations
- Configuring the extension
- Customers Submit Ticket
Support Policy
- Lifetime access to the original codebase
- 1-year access to all updates
- 1-year support period
- Cancel your subscription anytime
- 25-day Marketplace Return Policy
Technical Specifications
Back to topSeller profile
Seller contact
Current Version
2.9.1
Adobe Commerce platform compatibility
Adobe Commerce (cloud): 2.4 (current)
Adobe Commerce (on-prem): 2.4 (current)
Magento Open Source: 2.4 (current)
Type
Stable Build
Updated
18 April, 2024
Categories
Extensions, Customer Support
Quality Report
Back to topAll tests were conducted on the latest versions of Adobe Commerce that existed for the compatible release lines at the moment of the extension submission. Latest versions of all other software were used, as applicable.
Release Notes
Back to top2.9.1:
- Compatible with Adobe Commerce (cloud) : 2.4
- Compatible with Adobe Commerce (on-prem) : 2.4
- Compatible with Magento Open Source : 2.4
- Stability: Stable Build
-
Description:
* Fixed issue with parsing one part emails
* Fixed issue with conditions in automations
2.9.0:
- Compatible with Adobe Commerce (cloud) : 2.4
- Compatible with Adobe Commerce (on-prem) : 2.4
- Compatible with Magento Open Source : 2.4
- Stability: Stable Build
-
Description:
+ Sort values in the Tag filter and add Search
+ Search within the tickets
* Fixed issue with creating tickets from the gateway
* Fixed issue with creating an empty ticket when sending a large text with links
* Fixed issue with Messages if Gateway Email gets changed
2.8.0:
- Compatible with Adobe Commerce (cloud) : 2.4
- Compatible with Adobe Commerce (on-prem) : 2.4
- Compatible with Magento Open Source : 2.4
- Stability: Stable Build
-
Description:
+ Alternative ticket gate for a real-time receipt of tickets (integration with Gmail)
* Fixed issue with Ticket Notes when coupon code is generated
* Fixed issue with parsing when an email only has an attachment
* Fixed issue with encoding after upgrading to Magento 2.4.6
* Fixed issue with the ticket link from an email
* Fixed issue with the escalation message
2.7.1:
- Compatible with Adobe Commerce (cloud) : 2.4
- Compatible with Adobe Commerce (on-prem) : 2.4
- Compatible with Magento Open Source : 2.4
- Stability: Stable Build
-
Description:
+ Fixed issue with loading XML files
+ Fixed design issues
+ Fixed issue with spelling mistake in the "Delete message" alert
+ Fixed issue with empty messages in ticket
+ Fixed issue with changing the status of tickets via mass-action in the customer edit page
+ Fixed issue with wrong emails content-type when using the text type template
+ Fixed issue with GraphQL mutation awHelpdesk2TicketCreate with attachment
+ Fixed issue with transferred words in their entirety in ticket
2.7.0:
- Compatible with Adobe Commerce (cloud) : 2.4
- Compatible with Adobe Commerce (on-prem) : 2.4
- Compatible with Magento Open Source : 2.4
- Stability: Stable Build
-
Description:
+ Merging tickets
+ Added a default tab in the ticket view
+ Displaying customer group in the tickets grid and ticket view
+ Integration with native Adobe Commerce Customer Attributes
2.6.1:
- Compatible with Adobe Commerce (cloud) : 2.4
- Compatible with Adobe Commerce (on-prem) : 2.4
- Compatible with Magento Open Source : 2.4
- Stability: Stable Build
-
Description:
+ Tags reporting improvement
+ Added 'Remove message' button
+ Export option to the HDU tag report
+ Added time zones hints
* Fixed issue with not added users to the department agents in the Tickets grid
* Fixed issue with displaying Admin User in the Agent dropdown on the ticket details screen
2.6.0:
- Compatible with Adobe Commerce (cloud) : 2.4
- Compatible with Adobe Commerce (on-prem) : 2.4
- Compatible with Magento Open Source : 2.4
- Stability: Stable Build
-
Description:
+ Compatibility with Magento 2.4.6
+ Migration from HDU M1
+ Displaying an automatic reply in a ticket thread
+ Data encryption
+ Displaying phone number in the ticket
2.5.1:
- Compatible with Adobe Commerce (cloud) : 2.4
- Compatible with Adobe Commerce (on-prem) : 2.4
- Compatible with Magento Open Source : 2.4
- Stability: Stable Build
-
Description:
* Fixed issue with custom plugins in the WYSIWYG editor HDU
* Fixed issue with the ticket opening or/and editing department
* Fixed issue with message content in the Helpdesk tickets
* Fixed issue when rating a ticket
* Fixed issue in console after creating a store with prefix
* Fixed issue with the French non-ascii characters decoding if the email is not in UTF-8 charset
2.5.0:
- Compatible with Adobe Commerce (cloud) : 2.4
- Compatible with Adobe Commerce (on-prem) : 2.4
- Compatible with Magento Open Source : 2.4
- Stability: Stable Build
-
Description:
+ Quick Responses option for newly created tickets
+ Changing status of tickets in bulk via mass-action
+ Option to configure From: email address in admin
+ Removed extra space to avoid scrolling
* Fixed issue with changing customer attributes on the ticket page
* Fixed issue with quick response
* Fixed issue with the customer view tab in admin on the Adobe Commerce
* Fixed issue with coupon code generation on the Ticket page
* Fixed issue when creating ticket from an email with an invalid address
* Fixed issue with displaying the "Show more" button in tickets
* Fixed issue with the Magento Blank theme design
2.4.0:
- Compatible with Adobe Commerce (cloud) : 2.4
- Compatible with Adobe Commerce (on-prem) : 2.4
- Compatible with Magento Open Source : 2.4
- Stability: Stable Build
-
Description:
+ Basic Authentication Deprecation
+ Refactor Oauth Adapter
* Fixed issue with GraphQL support
* Fixed issue for Magento Marketplace
* Fixed issue with deleting tables after disabling HDU reports extension
* Fixed issue with the ticket controls section if Department name is long
* Fixed issue with the subject of ticket in tooltip in the "Helpdesk Tickets" grid
* Fixed issue with text in emails when customers create tickets/reply from the frontend
* Fixed issue with URL in the ticket reply
* Fixed issue with unabling to process email queue when Agent is no longer part of the Department
* Fixed issue with filling Server TMP Folder with Phishing Attachments
* Fixed issue with the incorrect metadata modifier for the 'new_reply_from_customer_send_email_to_customer' automation event
* Fixed issue with parsing Emails with .html-attachment into tickets
* Fixed issue with Grid after clicking "Default View" in the action menu on the Tickets page
* Fixed issue with ticket when an order is deleted
* Fixed issue with showing the department name in the "My Tickets" grid on Storefront
* Fixed issue with the invalid CC recipients field
* Fixed issue with displaying email template elements from ticket replies
* Fixed issue with typing any extra spaces after the Quick Response template
* Fixed issue with the migrated tickets with customer_name = NULL when adding a new post
* Fixed issue with automatic filling Email and name on the ticket creation from admin
* Fixed issue with the tickets grid
Support
Back to topThe best place to start if you need help with a specific extension is to contact the developer. All Adobe Commerce developers have both a contact email and a support email listed.
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