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Help Desk Ultimate from aheadWorks Co. is a turnkey solution for Magento-based e-commerce sites. It’s rich feature set and proven record at helping website owners enhance their customer satisfaction levels a few notches make it an undisputed leader in the help desk software market. To compare Help Desk Ultimate with other help desk solutions, refer to the Help Desk Ultimate comparison guide.

Features

Managing your customer help desk is a seamless experience with Help Desk Ultimate. Check out its powerful features and benefits:

• Ensure speedy resolution and response through 2-way email parsing

  Our email parser auto-converts email messages into tickets or ticket responses. You just need to configure this extension to collect emails from the POP3 or IMAP box at regular intervals (Magento cron jobs file is utilized for this purpose and no additional cron setup is needed). A ticket response emailed by a staff user will be processed by the email parser, recorded in the help desk and forwarded to the ticket creator.

  (Note that for the POP3 fetching feature, the php_imap PHP extension must be running on your server)

• Manage workflow better: Assign work quickly through unlimited departments

  You can create unlimited departments for better workflow management. Each department has a title, an email address and a set of email templates. You can choose to direct different support tickets to different departments. When visitors to the site submit a support ticket, the requests can be automatically assigned to the relevant department. This ensures speedy resolution of the customer's issue. (You can choose to show or hide the department selector from visitors to your site)

  New macro fields available in email templates allow you to craft the templates perfectly – include dynamic ticket information once and have it parsed in all outgoing messages.

  Moreover, get complete visibility on help desk activity with reports showing the department-wise number of tickets and status of the tickets. Use this important information to further optimise your customer support function.

• Advanced multistore support mechanisms

  Assign primary department for stores and establish automatic store-department email parsing. Optimise tickets processing by having customers and departments organized on by-store basis.

• Manage tickets in a flexible way

  Help Desk Ultimate offers easy-to-use system of tickets managing. You can create unlimited number of tickets and edit them from admin panel, link tickets with orders, reassign ticket to other department or lock it so no other department could edit it.

  Ticket priority option allows you to specify the level of ticket urgency when you for example, reassign ticket to other department. Your customers can express the importance of their messages in such a way. Ticket priority can be set while ticket creating as well as its editing and can be changed in every moment.

  If too many tickets have been created and it takes a lot of time to search the required one, use the Global Search field in the admin area – Help Desk Ultimate allows you to find tickets in no time using this native Magento option.

• Keep track of the entire thread: Convert e-mail messages into new tickets easily

  Help Desk Ultimate includes an optional feature to convert initial email messages sent to the parser mail box into new tickets. This is extremely useful for support requests submitted via a Magento contact form.

  Help Desk Ultimate offers a 1-click contact form integration as well as a 1-click Product Questions extension integration. Simple anti-bot and email spam protection can secure help desk departments from losing time on unwanted messages processing.

• Trace the history of all communications

  Ticket threads and status change history are thoroughly kept by Help Desk Ultimate, so you can always study case history.

• Ease work with tickets for customers

  Gladden your customers with new improved selection interface when creating and editing a ticket. Moreover, it has become possible to do it without being logged in. Your consumers will definitely appreciate it!

• Let the desk focus on active support requests with auto-closure of tickets

  The software will close all tickets that have no activity on it by an end user for the number of days specified by you

• Manage help desk more efficiently with powerful & user-friendly admin features
• Full integration into Magento admin and customer areas
• Customizable email notifications for administrator and customer
• Quotation option in customer and admin areas
• Auto-assign to departments upon email reply
• IMAP support
• TLS Support
• Predefined reply templates for admin that allow you to choose and edit/submit a ready answer
• Multi email gateways support
• Incoming mail attachments support
• New log format (database instead of files)
• Enjoy easy set up, trusted aheadWorks product quality and support
• Easy 2-minute installation
• 100% open source
• 30 day money back – satisfaction guaranteed
• Lifetime bug free guarantee
• Meets Magento programming practices for most versions and customizations compatibility
• Free upgrades at least in current version branch
• Our excellent support team is waiting to hear from you each business day from 9:00 am to 5:00 pm GMT

Having efficient tools to manage customer issues can spell the difference between losing or retaining a customer. Help Desk Ultimate helps translate your efforts into customer delight, enhancing your brand value. With the feature-packed latest version, Help Desk Ultimate is the smart choice to make.

Troubleshooting

1. E-mail functionality doesn't work properly!
   Navigate to "System->Configuration->aheadWorks Extensions->Help Desk" and check your e-mail settings.
2. The extension doesn't parse emails into tickets.
   Setup cron job according to the configuration section. In case you did it correctly there should be extension logs available in the following directory:
   <path-to-your-installation>/var/log/helpdesk
   Check the latest log file to see the error, there could be a misconfiguration, incorrect login or any other problem.
3. In the logs I see "Connection refused..." message however I'm sure all email settings are correct. Something is blocking the connection from your server, most likely it's a firewall. Consult your system administrator.
4. In the logs I see error: "Call to undefined function: imap_open()" Install "php-imap" or "php5-imap" package on your server
5. After installing the extension the store gives an error, or a blank page, or suggests to start Magento installaton procedure.
   Change the owner of the extracted extension files to the web server user and set 775 permissions on them. Clear the store cache and try again.
6. There is no "aheadWorks extensions" under my configuration section, or after clicking "Feature products" I get a blank page, or "Access Denied" error.
   Clear the store cache, browser cookies, logout and login again.
7. My configuration changes do not appear on the store.
   Clear the store cache, clear you browser cache and domain cookies and refresh the page.
8. When I reply to support ticket from admin area, I see message, that reply saved, but there was an email error.
   Please be sure you have set-up correct e-mail address in "Configuration" section.

Legend:
+ New feature
* Bug fix

2.6
+ Advanced multistore support
+ Multiple email gateways support
+ Advanced Product Questions extension integration
+ Improved auto-submitters protection
+ Incoming mail attachments support
+ Tickets priority
+ Offensive ticket ID filtering
+ Variables parsing in departments templates
+ Status changes history
+ Tickets grid view speedup
+ SQL queries optimization
+ "Total" field in departments statistics
+ Multistore support for departments statistics
+ New log format - database instead of files, with ability to see the logs in admin grid
+ Log auto-clearing
+ New data storage algorithm
+ External ticket view is now single-column
+ Cron processes start control system, helps to avoid server overloads
* Memory limit bug
* 100% php load in some cases while receiving messages from gateway
* Bot protection sometimes treats human as a bot
* "Headers already sent" error
* Some template files are not compatible with disabled PHP short tags
* Tickets are not auto-assigned to departments in some cases
* seed.phtml is not IE8 compatible
* Wrong email for tickets parsed from Product Questions
* Wrong date appears if ticket status was changed from the list view
* Simple filters are very slow
* Minor security fix with attachments
* Creation of new tickets from email can't be turned off

2.5
+ IMAP support
+ TLS Support
+ New contact form integration system
+ Anti-bot protection in contact form
+ Admin can link tickets with orders
+ New improved customer selection interface when creating/editing a ticket
+ Ability to create tickets from orders/customers page
+ Predefined reply templates for admin which allow choosing and editing/submitting a ready answer
+ URLs are parsed to <a> HTML tags
+ Simple email spam protection system
+ Search tickets via Global Search field from the admin area
+ Ticket view/reply for not logged in customers
* Some templates were not rendered correctly under windows platform
* Filtering by replies brought SQL error fixed
* MIME decoding sender name in non-latin charsets fixed
* The first message assignation when creating a ticket from admin fixed
* "Total records" fixed

2.4.4
* Fixed back button not working in ticket reply area when security url key is used
* Fixed assignation to first user when editing ticket with virtual customer
+ Auto-setting status to "open" when undetected address is used

2.4.3
* Fixed errors when filtering by date
* Improved filtering by date
* 'Total 1 records found' fix(Varien_Data_Collection_Db bug for grouped collections) 2.4.2
+ AW All 2.0 extension integrated

2.4.1
+ New e-mail template sent when ticket is reassigned
* Fixed error when filtering tickets by created time
* Interface improvements
* Minor bugfixes

2.4
+ Departments stats on a separate page
+ Link tickets to orders
+ Tickets tab on customer edit page
+ Include name and email of customer in ticket reply email template
+ Number of ticket replies in admin interface
+ "Assign to customer" with search autosuggest

2.3.1
* Auto-expiration of empty tickets
* Status not set to "waiting for customer" when auto-assigning ticket according to other department email
* Status not set to "open" when customer replies by email

2.3
+ Auto-assign to departments on e-mail reply
+ Ability to hide departmnents selector from customers
+ One-click Contact Form integration
+ One-click Product Questions integration
+ Improved parsing mechanism for html emails
+ Per-store default department
+ Ticket lock
+ Ability to hide departments selector from customers
* catalogrule_apply_all cron job conflicting rule
* No back link when viewing closed ticket
* Parsing of text emails

2.2
* New e-mail parsing mechanism
* Correct MS Outlook 2007 support
* Double-escaped characters in quotes
* Signatures parsed from emails format

2.1.1
+ E-mail Headers storage

2.1
+ SSL support for POP3 service
+ UTF-8 characters support
* E-mail binary attachments fixed
* Non-text attachments now are sent
* HTML tags in customer's area
* Minor security bugs

2.0
+ new kernel/engine
+ Separate CSS Files
+ quotation option in customer and admin areas
+ email attachments
+ upload files limit configuration option
+ tickets can be created from admin
+ replies order changed, new ones first
+ status can be set w/o posting reply to ticket
+ UI changes