Nice app
I can setup a separate email for each department gateway - perfect!
Magento 2
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Marketplace Innovator
imagine 2016-2019 partner summit awards -
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Help Desk Ultimate for Magento 2
Current extension version: 1.6.1
Comprehensive ticketing management for ultimate customer support.
- Configurable actions for automated processing of tickets
- Ticket pages with detailed order info
- Tickets can be sent to 'cc' recipients
- Customizable quick responses
- OAuth open-standard authorization protocol support
- Integration with Coupon Code Generator
Help Desk for Magento 1 is also available.
Version: 1.6.1
Compatibility:
CE 2.3.X
EE 2.3.X
$299
45-Day Money Back
Free Installation
90-Day Free Support
free lifetime updates
Extension settings
Tickets grid
Backend ticket creation
Ticket processing
Ticket thread
Integration with Coupon Code Generator
Departments grid
Creating a new department
Automations grid
Creating a new automatic action
Quick Responses Grid
Create Quick Response
Contact form
‘Help Desk’ tab in a customer account
Ticket details
Back-end demos
Front-end demos
How Magento 2 Help Desk Ultimate works
Automated actions
Change ticket priority, status, responsible agents/departments, etc. automatically
‘All-in-one’ ticket page
View the main ticket/customer info and send messages to customers from a single page
Carbon copy emails
Send tickets to CC recipients to ensure the maximum privacy of ticket management
How Magento 2 Help Desk Ultimate Works
Effectively handle customer tickets with the Magento 2 Help Desk Ultimate extension! Manage tickets by assigning/re-assigning them to particular departments and agents. Reply with a prearranged response or type in your custom text, attach files to ticket threads and leave internal notes. Automate ticket processing, tweaking email alerts, status/priority editing, changing responsible agents/departments. Resend tickets to CC recipients.
Manage Customer Tickets Efficiently
Intuitive ticket processing
Our Magento 2 help desk extension introduces a convenient ticket details page with all the necessary tools at hand.
features
By-tab info
For convenience reasons, all the related ticket info is split into tabs. Clicking a tab Help Desk agents can view some corresponding information when drafting their reply to the ticket.
Message thread
With this Magento 2 support extension, your help desk agents can exchange messages with customers right from the same ticket details page and leave internal notes for admins.
Ticket coupon generation
Improve your Magento 2 ticket system by integrating the extension with the Coupon Code Generator module. Generate coupons from the same ticket details page!
Ticket automation
Thanks to this Magento 2 support extension, you can precisely set up automatic ticket actions.
features
Trigger events
You can configure automatic ticket actions by choosing among 6 predefined events.
Conditions & actions
Next, those are the conditions that will prompt the required action and the actions themselves (or a single condition set/a single action - depending on what your goals are).
Magento 2 Help Desk Ultimate Feature List
Help desk management
- Agent user assigning
- Department assigning
- Ticket priority/status changing
- Agent/department reassigning
- Automatic action setting
Ticket processing
- Detailed ticket info
- Message threads
- Canned responses
- Internal notes
- File attachments
User experience
- Ticket submission via a contact form
- Ticket submission from a customer account
- Details per customer ticket
Other features
- Integration with Coupon Code Generator
- CC ticket recipients
- OAuth Support
How Magento 2 Help Desk beats competition:
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Optimized workflow
Built upon most common use cases, the backend interface of our extensions echoes clearly the actual administrative workflow.
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Quality code
Constantly seeking ways for improvement, we write clean code, subject to timely refactoring.
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Thorough testing
Effective quality assurance employed, our extensions are customizable, scalable and fully Magento 2 compatible
Feature Highlights
View documentation for a full feature list
Case Studies:
TICKET AUTOMATION
There are multiple steps from the moment the ticket is submitted until the moment it is resolved. Some of these steps are always the same, regardless of the content of the ticket. Automations allow delegating those steps to the extension, freeing up more admin time for tasks that matter.
Let’s take a look at a sample case of ticket processing to see how many steps may be automated:
You yourself may create any number of automations using very flexible settings. Combine trigger events with custom conditions with specific actions to create an automation that matches your particular business case.
Example 1 - Special treatment
Let’s say you have a few premium customers and you want them to get special attention whenever they need help. You may use automations to catch tickets from this specific customer group, assign them a higher priority, and even assign an agent responsible for premium customers.
Example 2 - Neglected ticket
A ticket has fallen through the cracks of admin work and is left without attention for an entire day. It happens. The immediate thing to do is to bring it to the attention of agent responsible by sending him a reminder and increasing ticket priority.
We have created 8 pre-defined automations for the most common use cases. It is up to you whether to apply them, delete them, or use them as a sample when creating you own automations.
AGENT WORKFLOW
When processing a ticket a support agent of Help Desk Ultimate might have to look up for a number of things. Is it an important client with a long purchase history? Is this a recurring issue with this client? What exactly was the order for? When was the order placed? Who was dealing with this client in the past? And the list goes on.
Every time an agent has to look up something, it’s another tab, another click, and another wasted minute. So we thought it paramount to include all relevant information right into the ticket processing area.
The information column contains info tabs about the ticket, client, past tickets, and past orders. The message thread column on the right allows sending messages and displays the entire ticket history, including system messages and internal notes. This way, all key elements of the ticket processing are side by side and no time is wasted going back and forth, or anywhere at all.
Ticket creation
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Customer account
A help desk tab is added to the customer account and may be used by the customer to create a new ticket.
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Contact form
While the native ‘Contact Us’ form remains unchanged, the extension intercepts all messages from this form and automatically turns them into tickets.
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Departments
Upon creation, tickets may be delivered to the relevant departments in order to improve the ticket resolution time.
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Backend
The store administrator can create a ticket from the backend by using the ‘create new ticket’ button within the extension.
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Email gateway
Any email sent to an address used as the email gateway for the extension will be automatically converted into a ticket.
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Multiple email gateways
Multiple email gateways may be created, for example, to accommodate different departments.
Ticket processing
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Comprehensive ticket page
A ticket page includes information about the ticket (status, priority, agent, etc.), a message thread area, and auxiliary information about the client and his past orders and past tickets.
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Department permissions
Limit the access to the Help Desk departments and ticket management for each administrator role.
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Communication options
Apart from containing agent-to-client communication, ticket replies allow for attachments, system messages, internal notes that are not visible to clients, and adding CC recipients.
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A collection of automatic replies
The extension comes with a set of email templates that can be used by the store owner to reply to customer inquiries right after installation.
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Canned responses NEW!
Help desk agents are now able to create a base of responses to some most generic issues to be later used quickly when replying to a ticket message.
Automations
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Processing automation
Automations allow taking various steps of ticket processing and having them performed automatically by extension, without admin input.
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Out-of-the-box options
We have created a number of predefined automations that correspond to the most common processing cases.
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Create new automations
Set up your own automations by specifying a combination of trigger events, event conditions, and extension actions.
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Ticket migration from Magento 1
Migrate to Magento 2 keeping your ticket history intact. The migration script introduced in version 1.2.0 allows for seamless ticket migration.
Extension settings
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Agent selection
Select which of your admins will be responsible for processing the tickets, so that a shorter, more convenient agent list is used throughout the extension.
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Email gateway
All emails that are sent to an email gateway address will be converted to tickets - you may use it to provide additional ticket creation options.
Customer features
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Help desk tab
Each customer will have its own help desk tab in the customer area containing existing tickets and a ticket creation form.
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Ticket history
The help desk tab contains all tickets ever created by the customer and allows to track the progress on current tickets.
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Ticket page
The ticket page contains the ticket status, message history, and a message thread area for sending replies and attachments.
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Communication
Clients may participate in the ticket-related thread both from their customer area and by sending an email reply directly from their inbox.
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Integration with Coupon Code Generator
Generate coupons right from ticket page and include them in your reply
Documentation
Tanya Poleshchuk | Head of Customer Care
Any questions?
I’ll be happy to tell you more
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- Reviews (12)
- Customer Questions & Answers (11)
Great Extension, Great Support!
I have been very pleased with the extension and the support we have received from Aheadworks. They are extremely informative and have truly helped us better use and understand their extension. Help Desk Ultimate has really taken us to the next level of customer support which is vital to our success. Thank you Aheadworks team!
good extension to provide managed support
Overall a great extension if you want to provide your customer and yourself structured support. It can really help organize the support queries and distribute the workflow well. Also, this is by far the best company to buy an extension from in terms of customer support, availability, etc. We are extremely pleased!
great extension and support
I've been a customer for several years and both magento1 and magento2 HelpDesk Extension work like a charm. We had an issue while importing the tickets from magento1 to magento2 but the support fixed it and even completed the migration for us. I'm really really happy with both the extension and the support, I feel like 5 starts is not enough!
A nice feature to have in the future is - if possible - to have the link to the tickets right in the grid of the order, that would save so much time when you process the order and you have everything right at your disposal.
A nice feature to have in the future is - if possible - to have the link to the tickets right in the grid of the order, that would save so much time when you process the order and you have everything right at your disposal.
Long time happy customer
We've been using HelpDesk by Aheadworks for several years, first for our Magento 1 site and now for Magento 2.2. When we migrated to the new site we explored other alternatives to this extension and could not find anything that had as much functionality, especially at this price. We're glad we stuck with it because it is intuitive, works reliably and is regularly maintained and updated. We hired the dev team at Aheadworks to apply customizations to this extension to meet our unique needs and they did a fantastic job—solid communication and they delivered exactly what we asked. We're happy to recommend Aheadworks and HelpDesk for any Magento store.
Essential Extension, Phenomenal Support
We have been using the Help Desk Ultimate 3 extension for several years on Magento 1.9.x.x, but now it was time to migrate to Magento 2.2.x and Aheadworks' support has been fantastic to help get my migration issues sorted.
Thank you guys
Thank you guys
Very professionally made
I am happy we can import data from M1 into the new M2 plugin, that's great. Have not found this option at other Help Desk providers.
Good extension
It's perfect that the gateway feature can work both ways. I mean: agents can reply to all messages without having to connect to Magento 2's backend. I do not want to give them access to the backend.
Nice
Great that an agent can respond to an email through the email gateway not by using the Magento 2 Admin but his own email client like Outlook. Thank you guys for your work!
A bit confusing at first.
It took some time to figure out automations as it is not apparent what one can achieve with all those conditions. Would be great if you guys would provide a wider selection of application cases. For now we are searching incoming mail for words "discount' and "coupon" and delegating them to a particular sales person. But I think we will make it more sophisticated in the future. Otherwise happy with this one.
Exactly what we needed
We got this on pre-order and have been waiting for it for two months. But it was worth it. All features as promised, should do its job just fine. We haven't tested it on the battlefield yet, but we have high hopes. I'm giving it 4 stars for now because it lacks performance stats and sorting tickets by departments. The guys from support are promising these features later and i'll review my rating when they deliver.
Improved and simplified
This version of helpdesk is not as advanced (read: "too complicated") as the one they've got for Magento 1.x, which is actually a good thing.
Automation feature is a huge improvement - which makes the module very flexible. Now you can create your own workflow instead of using a pre-defined one.
Many thanks for your products, aheadworks!
Automation feature is a huge improvement - which makes the module very flexible. Now you can create your own workflow instead of using a pre-defined one.
Many thanks for your products, aheadworks!
If a customer originally contacts us outside of their account (not logged in, via email, or a contact form) is there a way we can tie this ticket to their account or order after the fact?
If a customer sends a message using the address that matches the email linked to the account created at the store, Help Desk Ultimate will recognize a customer and associate the ticket with the customer's account automatically.
I do not get any email from the extension.
What can be wrong?
What can be wrong?
Since to send emails the extension uses cron, I would suggest that you check whether cron is configured properly at your store. Here is the instruction:
https://devdocs.magento.com/guides/v2.0/config-guide/cli/config-cli-subcommands-cron.html
https://devdocs.magento.com/guides/v2.0/config-guide/cli/config-cli-subcommands-cron.html
During the purchase I have to enter our url. Does this extension only work on 1 installation? Because we have a development environment and a production environment.
Our EULA allows using the extensions on a single production and as many dev or staging sites as you need without a need of purchasing an extra license.
Does it support multi-store?
Yes, it does. It is possible to configure the extension separately for different websites.
What is aheadworks policy on supporting its modules? Specifically if a security vulnerability is found will aheadworks create a patch?
Our extensions come with included support period and we are able to provide technical assistance when the support is active.
As for security vulnerabilities and bugs, we are trying our best to fix them free of charge regardless of the support period status.
As for security vulnerabilities and bugs, we are trying our best to fix them free of charge regardless of the support period status.
This extension for Magento 2 supports Saudi riyal currency and Arabic Language?
If your currency and language is natively supported by Magento 2, the extension will also support it.
However, to work with RTL most likely some style adjustments will be required and you will need to translate some options the same way as you did with your Magento.
However, to work with RTL most likely some style adjustments will be required and you will need to translate some options the same way as you did with your Magento.
Does the extension support full page caching?
Since full page cache is a native Magento 2 feature, all our extensions for this platform support it.
I run Magento 1.X. Will my currently installed extensions from aheadWorks work in Magento 2?
Due to a significant difference between Magento 1 and Magento 2 branches, the extensions for M1 will not work in M2.
However, the owners of the extensions by Aheadworks for Magento 1 can get 25% discount on purchase the same extensions by AW for M2
However, the owners of the extensions by Aheadworks for Magento 1 can get 25% discount on purchase the same extensions by AW for M2
Which URL do I specify on checkout if I've got only a development store at the moment?
You need to enter a final address of the site when it will go live.
If the domain name is still under consideration at the moment of purchase, you can enter an address of your dev environment. In this case, don't forget to contact us when the final domain name has been registered: our support team will change it by your request.
If the domain name is still under consideration at the moment of purchase, you can enter an address of your dev environment. In this case, don't forget to contact us when the final domain name has been registered: our support team will change it by your request.
About CC recipients: Can they add their replies to the ticket via email or they can only read the correspondence?
CC recipients can update tickets via email. They only need to make sure to keep the ticket ID (like [#ABC-12345]) in the email subject.
I run Magento 2 on AWS with ELB (Elastic Load Balancers) do I need a license per EC2 instance? They are all behind the same domain.
Such setup is considered to be a single Magento environment, so you need only one license.
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