Magento 2
  • most innovative extension developer
    imagine 2016-2017 partner summit awards
  • Composer packs
  • Magento Silver Technology Partner

Help Desk Ultimate for Magento 2

7 Reviews

Help Desk Ultimate for Magento 2

Current extension version: 1.3.3

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
45-Day Money Back
Free Installation
90-Day Free Support
free lifetime updates
New ticket by customer | is created from a customer area, via a contact form or by email

New ticket by customer

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

Contact us form

New ticket by admin | may be created from backend

New ticket by admin

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

Ticket grid

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

Ticket page

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

Automation grid

New automation | may be created using a variety of conditions

New automation

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

Extension settings

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

Help desk tab

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

Ticket page

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

Department grid

Create a department | Configure basic details and an email gateway

Create a department


How Magento 2 Help Desk Ultimate works

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.


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 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:

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 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.

Feature Highlights

Ticket creation

  • Customer account Screen

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

  • Contact form Screen

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

  • Departments

    Upon creation, tickets may be delivered to the relevant departments in order to improve the ticket resolution time.

  • Backend Screen

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

  • Email gateway

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

  • Multiple email gateways

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

Ticket processing

  • Comprehensive ticket page Screen

    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.

  • Department permissions

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

  • 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.

  • Includes a set of automatic replies NEW!

    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.


  • Processing automation

    Automations allow taking various steps of ticket processing and having them performed automatically by extension, without admin input.

  • Out-of-the-box options Screen

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

  • Create new automations Screen

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

  • 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

  • Agent selection Screen

    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.

  • Email gateway Screen

    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 Screen

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

  • Ticket history

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

  • Ticket page Screen

    The ticket page contains the 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 in your reply

Need additional functionality
or futher customization of your products?

How Help Desk Magento 2 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

Tanya Poleshchuk | Head of Customer Care

Any questions?

I’ll be happy to tell you more
about our products!

Let's get in touch!

Tanya Poleshchuk
  • Reviews (7)
  • Customer Questions & Answers (9)

Overall rating

4.9 of 5 stars

When writing your review, please consider the following guidelines:

  • Review the product only if you've tried or bought the item;
  • Focus on the product and your individual experience using it;
  • Provide details about why you liked or disliked a product;
  • Be constructive and specific with your praise or criticism.

We reserve the right not to post your review if it contains any of the following types of content or violates other guidelines:

  • Obscenities, discriminatory language, or other language not suitable for a public forum;
  • Advertisements, “spam” content, or references to other products, offers, or websites;
  • Email addresses, URLs, phone numbers, physical addresses or other forms of contact information;
  • Critical or spiteful comments on other reviews posted on the page or their authors.

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

In addition, if you have any questions on the products – the compatibility, the functionality, or anything else – please do not submit them through a product review. We are glad to answer them in Aheadworks Forum.

Enjoy writing your review!

How do you rate this product?
1 star 2 stars 3 stars 4 stars 5 stars

All fields are required

Jai Molloy

Aug 16, 2018

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


Feb 26, 2018

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.


Feb 13, 2018

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.


Jan 25, 2018


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!


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.


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.


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!

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.

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.
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
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.
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.
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.

Please wait...

added to cart
Go to Checkout Continue Shopping
Continue shopping
View cart & checkout