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Help Desk Ultimate for Magento 2

4.9
10 Reviews

Help Desk Ultimate for Magento 2

Current extension version: 1.4.0

Cover each aspect of customer ticket management.

  • Configurable automatic ticket actions;
  • Ticket pages with detailed order info;
  • Tickets can be sent to carbon copy recipients.
$299
Triple the benefits! Buy 3 modules and save up to 15%
  • [M2] Help Desk Ultimate $299
    Edition
    Support period
  • [M2] Product Questions $299
    Edition
    Support period
  • [M2] Coupon Code Generator $199
    Edition
    Support period
  • -0%
    $299
× Organize impeccable customer service with the advanced help desk functionality. Generate special coupons for special customers right from the ticket page. Reduce the amount of work your support agents meet by creating a Q&A section in the store.
45-Day Money Back
Free Installation
90-Day Free Support
free lifetime updates
Extension settings | Select the agents that will be responsible for ticket processing and start managing customer tickets!

Extension settings

Tickets grid | View and manage all tickets from one place! View ticket main info, assign tickets to agents, change the status, priority, responsible departments of the selected tickets on the go.

Tickets grid

Backend ticket creation | Create tickets right from the admin area by specifying the main ticket info and assigning tickets to particular agents. Optionally, you can attach files to tickets.

Backend ticket creation

Ticket processing | Exchange messages with customers and flawlessly change the key ticket parameters (if required).

Ticket processing

Ticket thread | All messages in the thread are split by colors. Each color stands for a particular message type: green for admin messages, grey - for customer messages, and yellow - for internal notes (visible to admins only).

Ticket thread

Integration with Coupon Code Generator | Seamlessly generate coupons when processing tickets.

Integration with Coupon Code Generator

Departments grid | Manage support departments by enabling, disabling, or deleting them.

Departments grid

Creating a new department | To add a new department, you need to define visibility rules and set admin view, update, and ticket assigning permissions. Optionally, you can enable gateway for the department.

Creating a new department

Automations grid | Access all your automatic ticket actions from a single location.

Automations grid

Creating a new automatic action | Precisely configure automatic ticket actions, including the actions they will trigger. Those include email sending to a customer/agent, changing ticket status/priority, ticket re-assigning to another agent/department.

Creating a new automatic action

Contact form | Customers can submit tickets right from the native contact form.

Contact form

‘Help Desk’ tab in a customer account | The extension adds a new section to a customer account from where customers can view all their tickets and create the new ones.

‘Help Desk’ tab in a customer account

Ticket details | At the storefront, each ticket page contains the main info about order and its status along with a customer-agent message thread. From there, customers can send replies to agents.

Ticket details

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How Magento 2 Help Desk Ultimate works

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Automated actions
Change ticket priority, status, responsible agents/departments, etc. automatically
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‘All-in-one’ ticket page
View the main ticket/customer info and send messages to customers from a single page
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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. Attach files to ticket threads and leave internal notes. Automate ticket actions, including 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 the convenience of Magento 2 helpdesk agents, all the related ticket info is divided by tabs. They can view ticket/customer details along with ticket/purchase history by tabs.
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;
  • Internal notes;
  • File attachments.
User experience
  • Ticket submission via a contact form;
  • Ticket submission from a customer account;
  • Details per customer ticket.
Other features
Need additional functionality
or futher customization of your products?

How Magento 2 Help Desk beats competition:

  1. Optimized workflow

    Built upon most common use cases, the backend interface of our extensions echoes clearly the actual administrative workflow.

  2. Quality code

    Constantly seeking ways for improvement, we write clean code, subject to timely refactoring.

  3. 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

  • 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.

Automations

  • 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

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 (10)
  • Customer Questions & Answers (11)

Overall rating

4.9 of 5 stars

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Enjoy writing your review!

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Claudia

Sep 26, 2019

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!

lounik

May 9, 2019

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.

Martin

Apr 24, 2019

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.

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

David

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.

Manuj

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.

Karl

Jan 25, 2018

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!

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!

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.

Does it support multi-store?
Yes, it does. It is possible to configure the extension separately for different websites.
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.
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.
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.
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.
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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