Toggle Nav
Menu
Account
  • Sign In
    • Search

    Powered by Adobe Commerce 2.4.7-p4

    pits-helpdesk.png

    Help Desk Extension with AI Support

    by PIT Solutions AG
    Adobe Bronze Solution Partner
    main product photo
    This is an Integration with a Third Party Service. Other charges and fees may be required to use this extension on your Store
    PRODUCT:
    0
    TOTAL:
    Contact Vendor

    Overview

    Back to top

    The Help Desk Extension for Magento 2 is a pivotal tool designed to optimize customer support processes, seamlessly integrated into the Magento platform. It is a foundational solution to efficiently manage customer inquiries, support tickets, and communication channels, ensuring a user-friendly experience for both customers and their clients.

    This extension facilitates efficient ticket management, enabling customers to create, track, and prioritize support tickets with ease. It allows the assignment of tickets to specific agents or departments, streamlining handling and resolution processes. Featuring a threaded conversation view, it provides contextual insights for agents, enhancing the quality and speed of responses. Customers benefit from a simple interface integrated into their accounts, facilitating convenient ticket submission and real-time updates on their inquiries.

    The extension's agent dashboard presents a comprehensive overview of ticket statuses, response times, and pending tasks. Agents can categorize and filter tickets and provide support for effective issue resolution. Customizable response templates expedite common query resolutions, and personalized email templates enhance customer engagement.

    In addition to the ticket management and customer support features, the Help Desk Extension for Magento 2 offers a streamlined working hours setup. This functionality allows administrators to define specific working hours for their customer support team, which are prominently displayed to customers, through the front-end interface. Clients can easily identify the operational hours during which they can expect prompt responses and assistance. This transparent approach not only manages customer expectations effectively but also ensures that inquiries submitted outside these hours are noted, setting the stage for timely resolutions once the support team is back online. This feature enhances transparency and customer satisfaction by providing clear visibility into the support team's availability.

    The Help Desk Extension for Magento 2 also seamlessly integrates advanced AI features. This powerful extension offers administrators the capability to swiftly generate precise responses to customer inquiries and tickets using AI support functionalities. By leveraging AI, admins can generate quick-answer templates and ticket replies, significantly reducing response times while maintaining consistency and accuracy across communications. This seamless AI integration significantly improves platform efficiency, facilitating smooth management of customer inquiries and enhancing the overall support experience.

    Moreover, reporting and analytics capabilities empower agents with insights into ticket volumes, resolution rates, and customer satisfaction metrics. These data-driven insights enable informed decisions to improve customer service continually. With seamless integration into Magento architecture, this extension stands as an indispensable tool for merchants seeking to elevate their customer support standards within the Magento 2 ecosystem.

    Features

    • Multi-domain capability.
    • Multi-Email account connections.
    • AI-driven suggestions for quick answers and ticket responses based on the query.
    • Clear presentation so that different people can work with it.
    • Clear status information.
    • Configure spam filters to focus on relevant tickets only.
    • Browse the full history of a ticket.
    • Create custom fields.
    • Manage access permissions.
    • Evaluate customer satisfaction using support with star rating.
    • View the operational efficiency in helpdesk reports dashboard.
    • Create Unlimited Departments, Agents, and Categories.
    • Able to Create & Reply to Ticket directly to Email.
    • File Attachment to the ticket.
    • Set Priority, Status, and Category section for each ticket.
    • Quick Reply or close a ticket.
    • Easy to Check ticket history with a threaded conversation view.
    • Ticket auto-expiration & auto-reminder.
    • Send replies not only to a ticket author but also to all users that should be notified.
    • Organize your helpdesk team into departments, set default agents for each, and solve customer problems quickly.

    Technical Specifications

    Back to top

    Seller profile

    PIT Solutions AG

    Seller contact

    E-mail

    Integrator

    ChatGPT

    Current Version

    1.0.4

    Adobe Commerce platform compatibility

    Magento Open Source: 2.4 (current)

    Type

    Stable Build

    Updated

    08 October, 2024

    Categories

    Extensions, Customer Support

    Supported Browsers

    Chrome, Firefox

    Documentation

    User Guides

    License Type

    Custom License

    Policy

    Privacy Policy

    Quality Report

    Back to top

    Installation & Varnish Tests

    Passed

    Coding Standard

    Passed

    Plagiarism Check

    Passed

    Malware Check

    Passed

    Marketing Review

    Passed

    Manual Testing

    Passed

    All 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 top

    1.0.4:

    • Compatible with Magento Open Source : 2.4
    • Stability: Stable Build
    • Description:

      Version: 1.0.4: August 2024
      • Bug Fix – Resolved unwanted tags in message while creating ticket from email.
      Version: 1.0.3: August 2024
      • Bug Fix – Resolved incorrect sender email address issue in admin replies.
      Version: 1.0.2: July 2024
      • Compatible with Magento 2.3.4 (CE) version and greater.
      • Compatible with Magento v2.4.7-p1 (CE)
      Version: 1.0.1: March 2024
      • Improvements & Magento v2.4.6-p4 (CE) compatibility changes
      Version: 1.0.0: February 2024
      • Initial version

    1.0.3:

    • Compatible with Magento Open Source : 2.4
    • Stability: Stable Build
    • Description:

      Version: 1.0.3: August 2024
      • Bug Fix – Resolved incorrect sender email address issue in admin replies.
      Version: 1.0.2: July 2024
      • Compatible with Magento 2.3.4 (CE) version and greater.
      • Compatible with Magento v2.4.7-p1 (CE)
      Version: 1.0.1: March 2024
      • Improvements & Magento v2.4.6-p4 (CE) compatibility changes
      Version: 1.0.0: February 2024
      • Initial version

    1.0.2:

    • Compatible with Magento Open Source : 2.4
    • Stability: Stable Build
    • Description:

      Version: 1.0.2: July 2024
      • Compatible with Magento 2.3.4 (CE) version and greater.
      • Compatible with Magento v2.4.7-p1 (CE)
      Version: 1.0.1: March 2024
      • Improvements & Magento v2.4.6-p4 (CE) compatibility changes
      Version: 1.0.0: February 2024
      • Initial version

    1.0.1:

    • Compatible with Magento Open Source : 2.4
    • Stability: Stable Build
    • Description:

      Version: 1.0.1: March, 2024
      • Improvements & Magento v2.4.6-p4 compatibility changes
      Version: 1.0.0: February, 2024
      • Initial version

    1.0.0:

    • Compatible with Magento Open Source : 2.4
    • Stability: Stable Build
    • Description:

      Version: 1.0.0: February, 2024
      • Initial version

    Support

    Back to top

    The 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.

    Contact Vendor

    Q & A

    Back to top

    Reviews

    Back to top