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Current extension version: 1.3.3
A comprehensive Magento 2 system for managing customer tickets
With the Help Desk extension, it all starts with a ticket. Tickets may be created by customers via the contact form, from a customer area, or by sending an email to an email gateway address. They may also be created by admins from the backend. Either way, once a ticket is submitted it is logged to a backend ticket grid. From there, agents pick them up and get to work.
The Magento 2 Help Desk solution by Aheadworks is compatible with all Magento 2 themes. Each ticket is conveniently organized with all the relevant information and an agent-to-client message thread is available on one page. There is also a selection of tools to mark progress, like status, priority, notes, and notifications. On top of these, the extension allows the use of processing automations such as delegating routine steps (like changing a status or assigning an agent) to the extension to be performed automatically.
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. Let’s take a look at available options:
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:
New ticket by customer
Customer group ...
Change priority to high
Assign ticket to ...
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:
Ticket status is open
Last reply 24 hours ago
Last reply is by customer
Change priority to high
Email to agent
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. We have covered following cases out of the box:
|New ticket by customer||→||Agent assigned, notifications sent|
|New reply by customer||→||Status changed, notification sent|
|New reply by admin||→||Notification sent|
|Ticket is reassigned||→||Notification sent|
|No reply from agent for 24 hrs||→||Priority changed to high|
|3 customer messages in a row||→||Priority changed to high|
|Issue has been resolved||→||Follow up email sent|
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.
A help desk tab is added to the customer account and may be used by the customer to create a new ticket.
While the native ‘Contact Us’ form remains unchanged, the extension intercepts all messages from this form and automatically turns them into tickets.
Upon creation, tickets may be delivered to the relevant departments in order to improve the ticket resolution time.
The store administrator can create a ticket from the backend by using the ‘create new ticket’ button within the extension.
Any email sent to an address used as the email gateway for the extension will be automatically converted into a ticket.
Multiple email gateways may be created, for example, to accommodate different departments.
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.
Limit the access to the Help Desk departments and ticket management for each administrator role.
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.
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.
Automations allow taking various steps of ticket processing and having them performed automatically by extension, without admin input.
We have created a number of predefined automations that correspond to the most common processing cases.
Set up your own automations by specifying a combination of trigger events, event conditions, and extension actions.
Migrate to Magento 2 keeping your ticket history intact. The migration script introduced in version 1.2.0 allows for seamless ticket migration.
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.
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.
Each customer will have its own help desk tab in the customer area containing existing tickets and a ticket creation form.
The help desk tab contains all tickets ever created by the customer and allows to track the progress on current tickets.
The ticket page contains the ticket status, message history, and a message thread area for sending replies and attachments.
Clients may participate in the ticket-related thread both from their customer area and by sending an email reply directly from their inbox.
Generate coupons right from ticket page and include them in your reply
Built around most common use cases, backend interface closely matches actual admin workflow
Our quality assurance guarantees extensions that are compatible, customizable, and scalable
We write clean code complete with full technical documentation - just waiting to be altered
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