Helpdesk

Mage2Expert Helpdesk is an extension for Magento 2 that adds a complete customer support ticketing system to your store, without sending shoppers to a third-party helpdesk tool. Customers open, track, and reply to support tickets directly from their account — optionally linked to a specific order and order item — while your support team manages every ticket through a dedicated admin workspace with departments, agent assignment, internal notes, canned responses, and a full audit history. Tickets can be routed to a department, assigned to a specific agent, and tracked through a five-stage status workflow with Low, Medium, or High priority. A configurable Super Admin list determines who can see every ticket across every department, while regular agents only see tickets in their own department or directly assigned to them — so support responsibilities stay cleanly separated as a team grows. Five fully editable email templates keep customers and agents notified at every step, and an optional daily cron job automatically closes tickets that have gone stale, with no manual cleanup required. 

Features

• Customer Self-Service Portal — a "My Support Tickets" page in the customer account lists every ticket with its current status, and an "Open a Ticket" form lets customers submit a new ticket with a subject, department, priority, message, and file attachments.
• Order-Linked Tickets — customers can optionally link a new ticket to one of their existing orders and a specific item on that order, giving agents immediate context without asking the customer to repeat order details.
• Departments & Agent Assignment — route tickets to departments, each with its own set of assigned admin users, and assign any individual ticket to a specific agent regardless of department.
• Role-Based Access Control — a configurable list of Super Admins can see and manage every ticket, reassign tickets, and change departments; all other agents only see tickets in their own department or directly assigned to them, and never see the Departments or Canned Responses admin menus.
• Threaded Conversations with Real Names — every reply shows the actual agent or customer name, with role labels such as "(Support Agent)" and "(Customer)", so the full conversation history reads clearly for every participant.
• Internal Agent Notes — agents can leave notes on a ticket that are hard-filtered from the customer-facing view at the database layer, not just hidden in the template, so internal discussion can never leak to a customer.
• File Attachments with Access Control — attachments can be added on ticket creation and on any reply, with configurable maximum file size and allowed extensions; every download is authorized against the requester's access to the parent ticket.
• Canned Responses — admins maintain a library of reusable reply templates that agents can insert into a ticket reply with one click, cutting response time on common questions.
• Priority & Status Workflow — Low, Medium, and High priority levels, and a five-stage status flow (Open, Answered, Customer Replied, Reopened, Closed) that updates automatically as the conversation progresses and can also be set manually.
• Full Audit History — every status, priority, department, and assignee change is logged per ticket with a timestamp, giving a complete record of how each ticket was handled.
• Five Configurable Email Templates — new ticket confirmation (customer), new ticket alert (agents/Super Admins), ticket assignment, conversation reply, and internal note notifications, all built on Magento's native transactional email template system.
• Auto-Close Automation — an optional daily cron job closes tickets that have had no customer activity for a configurable number of days, logging the closure in the ticket's history.
• Enable / Disable without Uninstalling — a master Enable Helpdesk switch in Stores → Configuration → Mage2Expert → Helpdesk turns off the frontend ticket area and admin menu while leaving every ticket, message, attachment, department, and canned response intact.

How It Works

After enabling the extension, go to Stores → Configuration → Mage2Expert → Helpdesk to set ticket options, choose your Super Admins, and select an email sender identity. Create at least one department under Helpdesk → Departments and assign the agents who should handle it — a default "General" department is created automatically so ticket creation always has somewhere to go. From that point, customers see a "My Support Tickets" link in their account, and every ticket they open appears instantly in the admin grid for the agents assigned to its department, or for any Super Admin. 

Admin Ticket Workspace

Opening a ticket in the admin gives agents everything they need on one screen: the full conversation thread, controls to change status, priority, department, and assignee, a reply form with a canned-response picker and attachment upload, an internal-notes toggle, and a chronological history log of every change made to the ticket. The admin tickets grid is automatically scoped — Super Admins see every ticket in every department, while agents only see the tickets they are authorized to work on. 

Role-Based Access: Super Admin vs. Agent

Mage2Expert Helpdesk layers a business-logic permission model on top of standard Magento admin accounts. Super Admin status is defined entirely in configuration, independent of Magento's built-in admin roles, so store owners can grant full cross-department visibility to specific people without restructuring their existing role setup. Everyone else is treated as an agent, scoped to their department and directly assigned tickets only — keeping support teams organized as ticket volume and headcount grow. 

Email Notifications

Every step of the ticket lifecycle is covered by an editable email template: customers receive a confirmation when they open a ticket and a notification on every agent reply; agents receive an alert when a new ticket comes in, when a ticket is assigned to them, and when an internal note is added by a colleague. Each of the five templates can be cloned and customized under Marketing → Email Templates and then selected in the Helpdesk configuration — no code changes required. 

Use Cases

• Growing support teams — route tickets by department and keep agents focused on only the tickets relevant to them, while Super Admins retain full oversight.
• Order-related support — let customers link a ticket directly to the order and item in question, cutting down back-and-forth on order details.
• High-volume stores — canned responses and auto-close automation reduce agent workload on repetitive questions and stale tickets.
• Multi-department operations — separate billing, shipping, and product support into their own departments with their own agent pools, all inside the same Magento admin.
• Stores replacing a third-party helpdesk — keep the entire support conversation, including attachments and history, inside Magento instead of a separate SaaS tool.