imagine 2016-2019 partner summit awards
Help Desk Ultimate for Magento 1
Magento ticket management module with case tracking, statistics, and resolution systems
- Communication channels merged into one
- Ticket assigned to agent/department automatically
- Efficiency tracking to evaluate agent performance
- 66 Reviews
- Docs & FAQ
Streamline your communications into a single channel!
The extension is capable of collecting the correspondence from multiple sources. No matter how a customer posts their request, the extension will fetch it to the proper destination. Leave the message delivery to the module, and let your Support team focus on serving the clients!
Accept tickets via Email
Just set up an email gateway - and the extension will parse all the email messages going through it to backend, preserving the assignation and other ticket attributes.
- Bot-protected web-forms
- Email rejecting patterns
Flexible email gateway settings
Use any mailing service you want: the email gateways support POP3 and IMAP protocols, with or without SSL/TSL encryption.
Rationalize your workflow!
The extension is designed to put your customer service in good order, and it offers all the crucial means for achieving this goal. With the extension, you can make sure that every single inquiry is taken care of timely, and no aspect is omitted or lost.
Flexible ticket assignation system
Distribute tickets between unlimited Departments and Agents and let the proper person answer each query.
Effective Ticket Management
Queue your tickets according to their Statuses and Priorities.
Powerful Notifications system
From a simple request acknowledgement email for customer to reporting every step of the case processing to a supervising agent - all automated.
Complete communications history
Whenever there's a need to recover any detail of a customer's query, you'll have no problem with that, as the module carefully saves every bit of information.
Detailed Ticket Grid
Get all the important ticket information on the grid page, including department, subject, order number (NEW!), store view (NEW!), rate (NEW!), creation date, etc.
Fast Ticket Creation from Backend (NEW!)
A new Help Desk Tickets tab is added to the Order View and Customer Information page to simplify ticket creation and management. For a quick tickets track, their quantity is right on the tab name.
On-the-fly Ticket Management (NEW!)
Manage tickets on the fly from the grid page in the popup window. Click the Manage link for a correspondent ticket and easily change the agent, department, ticket status or its priority. Moreover, add a message to the agent you assign the ticket to.
Built-in coupon code generation*
In case you feel a customer is entitled to a little extra for his inconvenience, you may use an option to generate and deliver a coupon code right from within the ticket. Select a predefined coupon type and it will be delivered to a customer with corresponding coupon email.
*Additional options can be accessed through our Coupon Code Generator
Monitor the effectiveness of your customer service!
It is crucial to stay constantly aware of the situation is your customer service department. With its built-in reporting system, the extension presents you with everything you need to monitor, measure and control the work of your support team.
Work out the best practices for ticket replies (NEW!)
Now your clients can provide feedback on support received by rating tickets from 1 Poor to 5 Excellent. Rating is optional and can be changed on a customer side any time. All correspondent information is available in the Ticket grid and on the Ticket Information page. As your agents are not allowed to change tickets’ rating, this data is a perfect base both to evaluate your team performance and to establish the best strategies & tactics for outstanding customer support service.
Get the instant overview of your support staff's current load levels - per-agent and per-department ticket totals grouped by Statuses and Priorities.
Ticket Statuses Statistics
This reporting option is a means to analyze your client's behavior - when they submit new tickets, when they respond the most, etc.
The effectiveness of each of your agents measured by the average response and ticket closing times.
Customer satisfaction guaranteed!
Customer service is about solving problems, not multiplying them. The Help Desk Ultimate extension guarantees the accessibility and transparency of your support procedure. Your customers are supplied with all the means they need to comfortably raise, track and close their tickets.
Simplify customer communications with a comprehensive and intuitive ticket management section introduced to Customer Account dashboard.
Guest ticket access
Make it equally easy for your guest users to apply for support. Along with Email Parsing, the External View link gives your guests all the advantages of the Ticket View webform without the necessity to create an account.
Optional Department / Priority selectors
Enable your customers to lodge their inquiries to the desired destination.
Let your customers be heard!
If a customer has a complaint or comment regarding a ticket, they can apply directly to a supervisor via "Escalate Ticket" option
Break free from expensive external services!
An affordable industry-class Help Desk / Case Tracking solution that works inside your Magento, with no subscriptions to external services and/or additional connector modules? That's exactly what we are offering!
No usage fees
You only pay for the extension upfront and get all the advertised functionality. What you don't get is any artificial limits on the number of tickets, departments or agents
Works inside your Magento
The Help Desk Ultimate extension is fully integrated into Magento and does not require any external sources to operate.
You have full control over the module. Including the source code. Yes, we mean it: if the exact option you need is missing - you can add it.
Get better results with less effort!
Don't let your staff's time and effort be wasted on performing routine tasks: collecting customer information, typing answers to typical questions, signing the messages and so on. The extension presents an admin user with all the relevant info and options they may need to quickly respond to a ticket.
Advanced Ticket View screen
A backend user has all the necessary information and options gathered in one place, including:
- Customer details
- Up to 5 customer's latest orders
- Up to 5 customer's latest tickets
Tailored for Multistore installations
Get your departments and associated options separated between your stores, so that your staff do not get lost in unrelated records.
The extension allows creating answer shortcuts, that can be inserted into the message in just one click.
Let the extension handle clearing your support queues by automatically closing tickets after a period of zero activity.
Make sure the important bits of information are always highlighted via Ticket Comments and shared Customer Notes.
Smart tickets grid
Get the extension fine-tuned to your workflow with pre-defined filters and customizable "View Tickets" grid.
Let massive data not be an obstacle - you can locate any ticket easily with the extension's built-in search functionality.
Using the Help Desk Ultimate extension together with the below Aheadworks products, online merchants get more valuable insights.
The email gateway parser is a powerful feature that allows you to track messages received via email and lets customers to reply to a ticket from email directly.
This is a must have extension
Ahead Worsk support team is always helpefull and QUICK to solve issues. We needed some help sorting out conflicts with the old helpdesk and of corse they fixed it as always.
Always a pleasure purcasing extensions from Ahead Works and can truly recommend this to!
Great extension, unbeatable support!
The aheadWorks support team is one of the best support teams I've ever dealt with. They have been very patient with issues I was having (which ultimately had nothing to do with their extension but my hosting provider). They are very quick to respond to your issues, and do everything they can to get your system working the way you want it to.
I would highly recommend this extension, or any extension from aheadWorks for that matter.
I'm running this extension in Magento CE 126.96.36.199 without any issues.
Thanks aheadWorks, you folks are the best!
Super System, Super Support !
Great extension, good support
Advertisement with true promise
HDU v.2 was good but HDU v3 is really great. You have good overview about the customer, his orders in the past , his contact address and many more information so it is possible to evaluate the customer and to give a precise response to his inquiry.
I do not like to spend money on software but that one I do not regret to invest any penny I have spent for it.
Thanks aheadworks team.
Superb Management Operational System...!
good extension for question reply
tks the app.
Managing clients' inquiries is now really easy, I recommend this ext to anyone!
- Regards, Dave
Great Tool for Managing Customer Interactions
Advise to everyone who needs this functionality
I believe that these guys really understand the online/retail workflow and it is shown in the design of their software. The extension covers all the bases with a wide range of user-friendly admin features.
We highly recommend this extension.
Highly Recommended Help Desk System
The aheadworks team is the best one!
Easy installation and quick handling
Absolutely satisfies our needs
Most Fav module
Does exactly what you need
The price is on the high side imo - and it would be great if a cool frontend page was provided too. That kinda disappointed me a little bit...
Central coordination of all tickets - MUST HAVE
Simple and effective
Indispensable for any serious ecommerce.
Really helps clean up customers email management
Product delivers as does AHW's promice of service
I am a new loyal fan
Support Client haut de gamme
Tout est pensé et prévu pour simplifier le quotidien.
We love Help Desk Ultimate
Support, as always with AW, is absolutely great. You will be very happy if you buy.
A small config mistake from my own, but Aheadworks support in less that 24 hours solve my mistake!
Thank you again Aheadworks!
Aheadworks totally rocks in efficiency in Helpdesk Ultimate!
I did a test run of the system and presto, it is working great...! My operations team have asked a lot of questions and Helpdesk was able to be configured to their needs.
To Aheadworks, thanks very much for your installation. It was great, painless and efficient! Our team has started using the Helpdesk Ultimate and I am going for the next extension soon! Worth every price!
Packed with features!
Improved our store custumer pos sales eficency
Help us a lot on reducing time analysing and serching for e-mails from custumer, now we have everything on one place, organized, and with the possibilty of attaching the order that produced the ticket!
Very useful Module
A Massive Time Saver
Aheadworks is quick to answer questions about their modules and quick to resolve issues. IF aheadworks doesn't make it, you typically don't need it :)
Great Customer Support Extension
Works great on our pretty larger scale store
Cool Gadgets at Right Prices.
Wow great extension
Installation of the extension was easy.. took me a little bit to figure out how to setup cron on my server so now it automatically creates tickets from the contact us form..
Excellent ticket system
A must have to secure and organize your customer communication
Finally no more lost enquiries
Also the different states you can put an issue in is very helpful.
What we are missing is that attachments from customers are lost.
In sum: We recommend this extension.
Customer service at it's best
High Volume Store MUST HAVE SCRIPT
Very Solid Product
Was very pleased to find that tickets could be created from the orders area. Many other solid features contained within.
Email piping would be a nice additional option.
A Must for every site!!
Help Desk is Great
Help Desk is a great investment for our store. Customers are already accustomed to "submitting a ticket" when they have a problem, so they will look for a similar function on your site. Previously we used a free ticket system, but it was not integrated with Magento and required customers to open a a different page.
We paid the money for AheadWorks's Help Desk, and now if a customer submits a ticket that says only "where is my order?", the Help Desk system will show us all orders associated with that customer, so we can help him more quickly.
We do not use it yet to manage all incoming emails that we receive, just because the volume of our emails is not great enough to require this, but we will certainly use this feature in the future to help us stay organized.
Help Desk is great overall!
Makes support EASIER!
If your site has a high volume of support requests you simply MUST have this extension. Do yourself a favor and also purchase the knowledgebase extension too. While aheadWorks hasn't yet "hooked" them together, allowing customers to help themselves with the Knowledgebase then submit tickets and track them online is invaluable.
Feature Request for next version:
- Ability to hook the knowledge base into the helpdesk so knowledge base articles are scanned for keywords (and potential answers are displayed) BEFORE the ticket is actually submitted. I have that setup on my non-magento site and it's cut my support requests down by 65%
The Best From The Best
Works great, does not touch any core files, is easy to install, and integrates seamlessly.
great helpdesk system
Outstanding App for any Ecommerce Site
However, after implementing the mod we were surprised to see the customer use the app for asking questions about their orders, getting upgrades and other sales functions.
As with all mods from Aheadworks the installation was quick and painless. No core files were changed, not HTML / PHP copy/paste code snippets.... just install and go.
For the price we would recommend this to anyone running an Magento site. Your customers will thank you because of the professionalism you will display and ease of answering customer concerns.
Superb Help Desk System
Tanya Poleshchuk | Head of Customer Care
I will be happy to tell you more about this extension!