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Help Desk Ultimate 2.10.11

Availability: In Stock

$199
Turnkey trouble ticket solution developed only for Magento. The best customer care and support CRM solution on the market.

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$199
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Help Desk Ultimate Magento Extension

  • Overview
  • 57 Reviews
  • Docs & Articles
  • Compatibility

The Help Desk Ultimate Magento module 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 the Help Desk Ultimate extension by aheadWorks with other help desk solutions, refer to the Help Desk Ultimate comparison guide.


Extension Features

Managing your customer help desk is a seamless experience with the Help Desk Ultimate Magento module. 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 Magento 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.
  • Manage workflow better: Assign work quickly through unlimited departments
    You can create unlimited departments and hide any of them for the frontend for better workflow management. Each department has a title, an email address, a set of email templates, and a unique access. 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
    You can specify department visibility for a certain store. 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
    The Help Desk Ultimate extension 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. The ability of creating custom statuses for tickets gives you more flexibility while working with them.

    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 – the Help Desk Ultimate extension 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
    The Help Desk Ultimate magento module 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 1.X Magento 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 the Help Desk Ultimate module, 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
    • Email attachment validation
    • New log format (database instead of files)
    • Default status for tickets created by admin
    • CC (carbon copy) of all HDU emails
    • WYSIWYG editor for admin replies
    • Rule-based spam protection for incoming emails
    • Edit or delete department replies from the backend

Having efficient tools to manage customer issues can spell the difference between losing or retaining a customer. The Help Desk Ultimate Magento module 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.

Watch Guide

Customer Reviews

must-have extension

Review by Ana | Apr 18, 2014

Help Desk Ultimate
Quality
Help Desk Ultimate is a must-have extension for any online Magento store, helps you provide the best quality customer service and keep your customers always happy.

Great Workflow

Review by Joe | Apr 16, 2014

Help Desk Ultimate
Quality
We have transitioned our customer service operation to rely heavily upon this module as a way of reducing call volume. We have been thrilled with the support and the way it can link to customer orders. Have used it for multiple sites.

good extension for question reply

Review by HANLIX INC | Apr 14, 2014

Help Desk Ultimate
Quality
good to use and with good tracking of customer message.
tks the app.

Really helpful

Review by Dave | Apr 2, 2014

Help Desk Ultimate
Quality
This module is great all around. Customer service was starting to be a real headache with our store gaining momentum ,and the Aw module proved to be the exact solution to this problem.
Managing clients' inquiries is now really easy, I recommend this ext to anyone!
- Regards, Dave

Great Tool for Managing Customer Interactions

Review by Matt | Mar 24, 2014

Help Desk Ultimate
Quality
After testing a few other so Help Desk tools, we decided to move forward with UHD. The price and ease of implementation were exactly what we needed. It is great for both our internal Customer Service team and our customers that have questions. We recommend it.

Advise to everyone who needs this functionality

Review by Joshua | Jan 29, 2014

Help Desk Ultimate
Quality
According to our pretty long-term studies it is the best Magento extension of that functionality. We have been using it for several months and now we have an apple-pie order in our multiple tickets. It took some time to handle the workflow, but now it is seamless. We definitely advise this extension for the companies, which have to work with multiple customers appeals.

Shah

Review by Amit | Jan 23, 2014

Help Desk Ultimate
Quality
Before ordering this solution we looked at a lot of trouble ticket modules for Magento customer care, but went with Help Desk Ultimate because it integrates very well into the store and you do not need to use any other external software. This is especially useful if you need to enhance the satisfaction level of your clients.
I believe that these guys really understand the online/retail workflow and it is shown in the design of their software. The extension covers all the bases with a wide range of user-friendly admin features.
We highly recommend this extension.

Highly Recommended Help Desk System

Review by David | Jan 22, 2014

Help Desk Ultimate
Quality
This module saved my client a lot of time dealing with customers over the phone. It was easy to install, and integrates seamlessly. This is an absolute MUST for any Magento system.

The aheadworks team is the best one!

Review by WEI | Dec 4, 2013

Help Desk Ultimate
Quality
Such a good extension ! We must must must have it!!!

Easy installation and quick handling

Review by Guillaume | Dec 4, 2013

Help Desk Ultimate
Quality
Simple to install and configure, work at the first try, perfect extension !

Absolutely satisfies our needs

Review by Andy | Nov 18, 2013

Help Desk Ultimate
Quality
Help Desk by aheadWorks works for us very well. We needed some customization and AW team did it without conflicting other modules. We have already purchased several extension from them and are fully satisfied with the quality of code and support. Great work!

Most Fav module

Review by John | Sep 11, 2013

Help Desk Ultimate
Quality
This one works great and has been a HUGE help to our customer service dept.

Does exactly what you need

Review by Max | Sep 10, 2013

Help Desk Ultimate
Quality
Good product, makes it much easier to manage support emails, tickets etc...
The price is on the high side imo - and it would be great if a cool frontend page was provided too. That kinda disappointed me a little bit...

The Best!

Review by Dylan | Aug 28, 2013

Help Desk Ultimate
Quality
I love this extension. I was able to drop my $60 a month Kayako subscription after getting this. It makes customer service so much easier.

Must Have

Review by Anthony | Aug 8, 2013

Help Desk Ultimate
Quality
This review is easy. You have to have a customer support function on your website, and Help Desk Ultimate is the one to install. Many ticketing modules are awkward for both customers and admin, buy HDU is easy on both. Fundamentally it does all the right things, and in addition, email parsing is an great feature saving time and duplication of work, and/or eliminating missing emailed support requests.

Central coordination of all tickets - MUST HAVE

Review by Atul | Jun 19, 2013

Help Desk Ultimate
Quality
I have purchased 4 extensions from AheadWorks, I had some issues with cron which the AW went out of their way to sort it out. Now all my Sales & support is co-ordinated from one central place with standard canned responses as it was difficult to do this with individual emails. MUST HAVE for any Magento system serious about selling!

Works Great

Review by victor | Jun 17, 2013

Help Desk Ultimate
Quality
This is an amazing extension and works great on magento 1.7.0.2. Easy install, great support.

Great

Review by Adam S. | Mar 17, 2013

Help Desk Ultimate
Quality
We purchased this over the others just because of how well it integrates into Magento. Great work AW.

great extension

Review by Peter | Mar 14, 2013

Help Desk Ultimate
Quality
Product didn't work perfectly after installation. Aheadworks was great in helping us fix that problem. Afterwards, the extension is a must have if you deal with more than a couple of customer service emails.

Simple and effective

Review by Jean | Mar 12, 2013

Help Desk Ultimate
Quality
This extension has allowed us to provide a better support to our customers while saving a lot of time.

Great extension

Review by Lucas | Mar 5, 2013

Help Desk Ultimate
Quality
Great helpdesk system!
Indispensable for any serious ecommerce.

Really helps clean up customers email management

Review by Mitch | Feb 20, 2013

Help Desk Ultimate
Quality
Great package and great support
Product delivers as does AHW's promice of service
I am a new loyal fan

Great extension

Review by Michèl | Feb 16, 2013

Help Desk Ultimate
Quality
If you want to save yourself a lot of time (read: money), don't doubt to buy this one. Aheadworks gave me great support to get this working in a complicated theme and we are 100% satisfied!

Support Client haut de gamme

Review by Thierry | Feb 7, 2013

Help Desk Ultimate
Quality
Un module incontournable et certainement le meilleur dans sa catégorie.
Tout est pensé et prévu pour simplifier le quotidien.

We love Help Desk Ultimate

Review by Christoph | Oct 7, 2012

Help Desk Ultimate
Quality
The extension saves hours with customer service and is in our opinion better than a third party on demand service. You've everything in your backend, no integration issues whatsoever, nothing. It works like a charm and is worth every single penny.

Support, as always with AW, is absolutely great. You will be very happy if you buy.

Perfect

Review by Ruben | Oct 2, 2012

Help Desk Ultimate
Quality
It does exactly what I want and it works exactly as you told. No problems during installation.
A small config mistake from my own, but Aheadworks support in less that 24 hours solve my mistake!
Thank you again Aheadworks!

Aheadworks totally rocks in efficiency in Helpdesk Ultimate!

Review by Christopher Quek | Sep 4, 2012

Help Desk Ultimate
Quality
I am not a techie and I was scared to purchase an extension fearing it has issues and I may have bought a lemon. Moreover mine is Enterprise Edition and it costs a bomb. I paid for professional installation and Aheadworks was really quick to install it. Within 5 hours, everything was done.

I did a test run of the system and presto, it is working great...! My operations team have asked a lot of questions and Helpdesk was able to be configured to their needs.

To Aheadworks, thanks very much for your installation. It was great, painless and efficient! Our team has started using the Helpdesk Ultimate and I am going for the next extension soon! Worth every price!

Great module!

Review by Viktor | Jul 6, 2012

Help Desk Ultimate
Quality
We are going to integrate with all our stores!

Amazing Extension

Review by Lee | Jul 5, 2012

Help Desk Ultimate
Quality
This is by far my favourite extension to date, The time it saves me with the ticketing system is well worth the money, without this extension my customer service would still be in the stone age. The customer support is great as when it was initially installed we had a few problems but was quickly resolved. Once again a great extension and a must have for any high volume eCommerce store

Packed with features!

Review by Essam | Jun 28, 2012

Help Desk Ultimate
Quality
Wow this is a great extension. So many functions are included. It will help you manage your customer service 100 times better!

Improved our store custumer pos sales eficency

Review by Joao | Apr 29, 2012

Help Desk Ultimate
Quality
Best Extesion we could get, very simple to use, and easy to integrate!
Help us a lot on reducing time analysing and serching for e-mails from custumer, now we have everything on one place, organized, and with the possibilty of attaching the order that produced the ticket!

Very useful Module

Review by Martin | Apr 25, 2012

Help Desk Ultimate
Quality
This module has made our customer service loads better. Installed perfectly, and excellent support from AW as usual.

Indispensable

Review by Thierry | Feb 6, 2012

Help Desk Ultimate
Quality
Ce module est vite indispensable pour gérer la relation client. tout est centralisé, c'est clair et facile de suivre l'historique. Un vrai gain de temps et de qualité du service clients.

Great addition

Review by Steve | Jan 6, 2012

Help Desk Ultimate
Quality
We've been using this for a couple of months now and my staff absolutely love it. Such a great way to make sure that things are not falling through the cracks. Tickets can be assigned to different departments and customers will be informed of changes and can login any time and check the status of the ticket all the way through the process. We use it for complaints, misships, returns, suggestions, site problems, and many other things. In another couple of months, I doubt any of us will remember what life was like before HDU!

A Massive Time Saver

Review by Jeremy | Dec 1, 2011

Help Desk Ultimate
Quality
This module is a must-have for any successful magento business. The days of managing customers via email are gone. It's great to have tickets or contact forms our customers fill out automatically attach to their account and/or Order Number. It saves on average 1-2 minutes per customer when we have to deal with issues. That equates out to be a lot of saved time and money throughout the day for our Customer Support Team.

Aheadworks is quick to answer questions about their modules and quick to resolve issues. IF aheadworks doesn't make it, you typically don't need it :)

Jeremy
www.toadzrc.com

Great Customer Support Extension

Review by David | Nov 14, 2011

Help Desk Ultimate
Quality
This is so much easier than collecting contact us form emails and hoping you answered everyone's questions correctly and promptly. We've been using this for well over a year and love it!

Excellent Addition

Review by Shawn M | Oct 5, 2011

Help Desk Ultimate
Quality
The Help Desk extension has been a great addition to our multiple store environment. Easy installation and set up. It has assisted with pooling all of our emails so that we dont find ourselves searching. Applying them to specific order is great as well.

Works great on our pretty larger scale store

Review by CJ | Sep 1, 2011

Help Desk Ultimate
Quality
We've been using the module for more than 6 months now. Our customer support team is relying on this module for daily operation. Installation and configuration is quite simple. We only had email template issue and resolved it eventually. We have our own dev team. Originally, we were going to create a ticket system by integrating bugzilla and Magento. But this Help Desk module is much easier. One of the best modules by AW. Thanks.

-CJ
Gadgets-N-Gizmos.com
Cool Gadgets at Right Prices.

Wow great extension

Review by Scott | Jul 16, 2011

Help Desk Ultimate
Quality
This really is the complete help desk solution.. Really does save us alot of time in dealing with our customer responses.

Installation of the extension was easy.. took me a little bit to figure out how to setup cron on my server so now it automatically creates tickets from the contact us form..

Just great..

Excellent ticket system

Review by Tom | Jul 12, 2011

Help Desk Ultimate
Quality
Great addition to Any magento store. Support is great. A few design formatting issues, easy fix since my template is customize.. Works well!

A must have to secure and organize your customer communication

Review by Thomas Maier | Jul 5, 2011

Help Desk Ultimate
Quality
We bought this from the very beginning to organize and secure our customer communication. Store owner and customers are happy with this, because it gives them all information and directions they need. No more lost emails, forgotten answers and inquiries. Great product!

Finally no more lost enquiries

Review by Jan | Jun 21, 2011

Help Desk Ultimate
Quality
Although we are a small company, messages from the customers used to fall between chairs. Not so anymore. We are very pleased with this stable product. It might look somewhat overkill with help-desk, issue number etc, but it is well worth it. Now we know for sure if we have replied a customer (and what the reply was!).
Also the different states you can put an issue in is very helpful.

What we are missing is that attachments from customers are lost.

In sum: We recommend this extension.

Customer service at it's best

Review by Jason | Jun 1, 2011

Help Desk Ultimate
Quality
Before It was getting hard to keep track of customers and their respective orders. With this it's a breeze. A must!

High Volume Store MUST HAVE SCRIPT

Review by Elliot | May 27, 2011

Help Desk Ultimate
Quality
I bought this, hoping it to work exactly like as advertised... AND IT DID! :) I can't count the number of times that I have ordered something from a magento module developer and it not work out as expected... I buy a lot of scripts, but this is by far the most helpful in managing my day-to-day customer care. Now, I have a clear concise record of all communications pertaining to particular orders. This script is priceless... I have found the standard of quality of scripts from AheadWorks to be quite satisfying...

Highly Recommended

Review by Scott | May 24, 2011

Help Desk Ultimate
Quality
Switched from an open-source non-integrated solution, and have to say this is well worth the money for integration and ease of use. Good support too.

Very Solid Product

Review by Scott | Mar 30, 2011

Help Desk Ultimate
Quality
Very pleased with this extension.

Was very pleased to find that tickets could be created from the orders area. Many other solid features contained within.

Email piping would be a nice additional option.

A Must for every site!!

Review by Fotis | Dec 7, 2010

Help Desk Ultimate
Quality
The Help Desk Ultimate is a must app for everyone running an e-commerce site. Aheadworks once again produced a marvellous, practical and very easy to install extension. Thumbs up!!

Great Extension

Review by Dan A. | Oct 5, 2010

Help Desk Ultimate
Quality
This extension is fantastic, it does exactly what the description promises and more. I needed guidance figuring it out, Aheadworks was extremely helpful in assisting me. 5-Stars!

Help Desk is Great

Review by Boba | Jun 22, 2010

Help Desk Ultimate
Quality
I have purchased 4 extensions from AheadWorks, and I am very satisfied with both the extensions and the support I have received.

Help Desk is a great investment for our store. Customers are already accustomed to "submitting a ticket" when they have a problem, so they will look for a similar function on your site. Previously we used a free ticket system, but it was not integrated with Magento and required customers to open a a different page.

We paid the money for AheadWorks's Help Desk, and now if a customer submits a ticket that says only "where is my order?", the Help Desk system will show us all orders associated with that customer, so we can help him more quickly.

We do not use it yet to manage all incoming emails that we receive, just because the volume of our emails is not great enough to require this, but we will certainly use this feature in the future to help us stay organized.

Help Desk is great overall!

Makes support EASIER!

Review by Scott | May 17, 2010

Help Desk Ultimate
Quality
Great extension, no problems setting up or configuring. Easy to administer without having to go through tons of code.

If your site has a high volume of support requests you simply MUST have this extension. Do yourself a favor and also purchase the knowledgebase extension too. While aheadWorks hasn't yet "hooked" them together, allowing customers to help themselves with the Knowledgebase then submit tickets and track them online is invaluable.

Feature Request for next version:
- Ability to hook the knowledge base into the helpdesk so knowledge base articles are scanned for keywords (and potential answers are displayed) BEFORE the ticket is actually submitted. I have that setup on my non-magento site and it's cut my support requests down by 65%

Great extension

Review by Peter | Apr 20, 2010

Help Desk Ultimate
Quality
This extension helps if you wish to professionalize your customer relationship. Works perfectly.

The Best From The Best

Review by Rich | Feb 3, 2010

Help Desk Ultimate
Quality
I did my homework and research. I wanted to make sure I got a support ticket system that not only did what I needed but would be around for future updates of Magento and future plugin improvements. Ahead Works is a company that knows its stuff when it comes to Magento and making quality plugins. This plugin not only provides support tickets but a messaging system that is vital for good customer relations. Ahead Works sends out updates of their plugins when additional features are added or Magento upgrades. They provide great support and installation directions that are easy to understand. Hands down the best from the best Magento add-on company.

Great extension!

Review by naturkost.com | Feb 2, 2010

Help Desk Ultimate
Quality
This is simply one of the best Magento extensions on the market, hands down.

Works great, does not touch any core files, is easy to install, and integrates seamlessly.

best extension

Review by Kay | Jan 24, 2010

Help Desk Ultimate
Quality
I am very glad that I found this extension. It works great. The support is really fast and the installation service I choosed too. Respect!!

great helpdesk system

Review by Jan | Oct 14, 2009

Help Desk Ultimate
Quality
"Help Desk Ultimate" is a great extension for Magento. It integrates seamlessly, and it can be configured to highly meet the merchants' needs. I highly recommend this wonderful extension to everybody using a Magento store. Furthermore, the cost/performance ratio is excellent.

Outstanding App for any Ecommerce Site

Review by Brian - www.Firewalls.com | Jul 29, 2009

Help Desk Ultimate
Quality
We were a bit skeptical about implementing this mod because we do not have a need for a "help desk" (customers do not need direct support from us since we simply sell and ship a product.)

However, after implementing the mod we were surprised to see the customer use the app for asking questions about their orders, getting upgrades and other sales functions.

As with all mods from Aheadworks the installation was quick and painless. No core files were changed, not HTML / PHP copy/paste code snippets.... just install and go.

For the price we would recommend this to anyone running an Magento site. Your customers will thank you because of the professionalism you will display and ease of answering customer concerns.

Superb Help Desk System

Review by Jared | Jul 18, 2009

Help Desk Ultimate
Quality
This is hands down the best investment my company has made in a Magento module. It saves us countless hours in customer phone calls and has now made our returns processing more efficient. This is an absolute MUST for any Magento system serious about selling!

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Magento Editions Compatibility:

Community:
1.4.1.1 - 1.8.1.0
Enterprise:
1.12.0.0 - 1.13.1.0