Help Desk Ultimate 2.6.1

Help Desk Ultimate is 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.

Video Guide - Part 1

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)

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.