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Help Desk Ultimate for Magento 2

4.7 of 5 stars

Magento Editions Compatibility:

  • Community: 2.1.0 - 2.1.6
  • Enterprise: 2.1.0 - 2.1.6

Help Desk Ultimate for Magento 2

Current extension version: 1.2.0

A comprehensive Magento 2 system for managing customer tickets

  • Agent workflow organized to minimize time waste
  • Ticket automations perform routine tasks without admin
  • Customer-friendly: easy to create, track, and manage tickets
  • Built-in content includes a number of automation rules and email templates
  • No third party storage used for saving and processing tickets
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$299
  • 45-Day Money Back
  • Free Installation
  • 90 -Day Free Support
  • Free Lifetime Updates

How did this extension beat the competition?

  1. Optimized workflow

    Built around most common use cases, backend interface closely matches actual admin workflow

  2. Extensive testing

    Our quality assurance guarantees extensions that are compatible, customizable, and scalable

  3. Quality code

    We write clean code complete with full technical documentation - just waiting to be altered

Experience the extension first hand!

Pick a quick tutorial to learn about various aspects of this extension.

How it works

With Help Desk extension it all starts with a ticket. Ticket may be created by customer via contact form, from a customer area, or by sending an email to an email gateway address. It may also be created by admin from backend. Either way, once the ticket is submitted it is logged to a backend ticket grid. From there agents pick tickets up and get to work.

Magento 2 Help Desk solution by Aheadworks is compatible with all Magento 2 themes. Each ticket is conveniently organized with all relevant information and an agent-to-client message thread available in 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 to use processing automations - delegating routine steps (like changing a status or assigning an agent) to the extension to be performed automatically.

 

Case Study

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 to delegate 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:

How to use automations?

 

Case Study

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 in the order? When was it made? Who was dealing with this client in the past? And the list goes on.

Every time an agent has to look something up it’s another tab, another click, and another minute of wasted time. So we though it paramount to include all relevant information right into the ticket processing area:

Information column contains info tabs about the ticket, client, past tickets, and past orders. Message thread column on the right allows to send messages and displays entire ticket history, including system messages and internal notes. This way all key elements of ticket processing are side by side and no time is wasted going back and forth, or anywhere at all.

  • New ticket by customer
  • Contact us form
  • New ticket by admin
  • Ticket grid
  • Ticket page
  • Automation grid
  • New automation
  • Extension settings
  • Help desk tab
  • Ticket page
  • Department grid
  • Create a department

Screenshots

New ticket by customer

is created from a customer area, via a contact form or by email

New ticket by customer | is created from a customer area, via a contact form or by email

Contact us form

may be also used to submit a ticket from the store

Contact us form | may be also used to submit a ticket from the store

New ticket by admin

may be created from backend

New ticket by admin | may be created from backend

Ticket grid

holds all tickets and has a variety of viewing filters

Ticket grid | holds all tickets and has a variety of viewing filters

Ticket page

organized to display all relevant info in one page

Ticket page | organized to display all relevant info in one page

Automation grid

holds both out-of-the-box and any further automations created by admin

Automation grid | holds both out-of-the-box and any further automations created by admin

New automation

may be created using a variety of conditions

New automation | may be created using a variety of conditions

Extension settings

Create an agent list to be used across the extension

Extension settings | Create an agent list to be used across the extension

Help desk tab

allows customers to view and track their tickets

Help desk tab | allows customers to view and track their tickets

Ticket page

allows customers to exchange messages with admin and send attachments

Ticket page | allows customers to exchange messages with admin and send attachments

Department grid

All the departments created within the extension are stored here

Department grid | All the departments created within the extension are stored here

Create a department

Configure basic details and an email gateway

Create a department | Configure basic details and an email gateway
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Feature Highlights

Check out selected features below or view documentation for a full feature list

Ticket creation


  • Customer account

    A help desk tab is added to customer account and may be used by customer to create a new ticket.

  • Contact form

    While native ‘contact us’ form remains unchanged, the extension intercepts all messages from this form and turns them into tickets automatically.

  • Departments

    Upon creation tickets may be delivered to proper departments to improve ticket resolution time.

  • Backend

    Store administrator can create a ticket from backend by using a ‘create new ticket’ button within the extension.

  • Email gateway

    Any email sent to an address used as an email gateway for the extension will be automatically converted into a ticket.

  • Multiple email gateways

    Multiple email gateways may be created, for example to accomodate different departments.



Ticket processing


  • Comprehensive ticket page

    A ticket page includes information about the ticket (status, priority, agent, etc.), a message thread area, and auxiliary information about client, his past orders, and past tickets.

  • Department permissions NEW!

    Limit access to the Help Desk departments and ticket management per administrator role.

  • Communication options

    Apart from containing agent-to-client communication, ticket replies allow for attachments, system messages, internal notes invisible to clients, and adding CC recipients.



Automations


  • Processing automation

    Automations allow to take various steps of ticket processing and have them performed automatically by extension without admin input.

  • Out-of-the-box options

    We have created a number of predefined automations that correspond to the most common processing cases.

  • Create new automations

    Set up your own automations by specifying a combination of trigger events, event conditions, and extension actions.

  • Ticket migration from Magento 1 NEW!

    Migrate to Magento 2 with ticket history intact. Migration script introduced in version 1.2.0 allows for seamless ticket migration.



Extension settings


  • Agent selection

    Select which of your admins will be responsible for ticket processing, so that a shorter, more convenient agent list is used throughout the extension.

  • 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


  • Help desk tab

    Each customer will have its own help desk tab in a customer area containing existing tickets and a ticket creation form.

  • Ticket history

    Help desk tab contains all tickets ever created by the customer and allows to track the progress on current tickets.

  • Ticket page

    Ticket page contains ticket status, message history, and a message thread area for sending replies and attachments.

  • Communication

    Clients may participate in the ticket-related thread both from their customer area and by sending an email reply directly from their inbox.

  • Integration with
    Coupon Code Generator

    Generate coupons right from ticket page and include them into your reply

Vitaly Verbitsky | VP Partnership and Sales

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Vitali Verbitsky
  • Reviews (3)
  • Customer Questions & Answers (4)

Common rating

4.7 of 5 stars

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Aheadworks Co. does NOT edit the reviews and posts them as written by the reviewer.

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Dan

Sep 28, 2016

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.

Christopher

Aug 30, 2016

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.

Pablo

Aug 29, 2016

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!
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 use coupon M1M2 to get 50% Off discount on purchase of any extensions by aW for M2
Hi, I want to purchase this extention for our magento 2 website. However during the purchase I have to enter our url. Does this extention 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.
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.
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.

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