Help Desk Ultimate

Help Desk Ultimate
M1

TOTAL:
$199.00
Compatible With: Community 1.4.1.1, 1.4.2, 1.5, 1.6, 1.6.1, 1.6.2.0, 1.7, 1.8, 1.8.1, 1.9, 1.9.1, 1.9.2, 1.9.3 Enterprise 1.4.1.1, 1.4.2, 1.5, 1.6, 1.6.1, 1.6.2.0, 1.7, 1.8, 1.8.1, 1.9, 1.9.1, 1.9.2, 1.9.3

Tech Specifications

Seller:
Current Version:
3.3.10
Type:
Stable Build
Updated:
10 August, 2017
Categories:
Extensions, Customer Support

Overview

Help desk solution for ticket management with elaborate statistics, case tracking & resolution system.

Other Extensions by Aheadworks

RMA
M2
$1,499.00
Gift Card
M2
$1,199.00

Overview

Back to top

The extension requires the following FREE special service extensions be installed in order to function properly: AW_AllAW_Lib. Please make sure to install them BEFORE the main package. Read documentation. 

Help Desk Ultimate extension introduces a store-based communication tool that helps store owners manage all incoming customer requests. The extension introduces an enhanced contact form to both the store frontand customer account section. The contact form allows customers to define type of the request, enter a message and attach files permitted by the store owner. Once the initial message sumitted a ticket is created. Customers can track ticket status, see store owner replies, and continue communication from their account. In addition, Help Desk Ultimate extension for Magento sends emails to customers. Customers can reply directly to such emails from their mailboxes, all the email replies are automatically parsed into tickets.

For the store backend, the extension offers convenient administrator interface. Depending on the type of the request the tickets are sorted under different Help Desk departments. The departments can be assigned to different Help Desk agents. When answering a ticket Help Desk agent has an access to customer details, order history, and other necessary information right from the ticket page.

All emails received by the Help Desk Ultimate gateway are automatically converted into the tickets, making the use of the contact email address an easy solution for managing all customer inquiries.

 

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!

Multiple submission options:
* From Customer Account
* Via native Contact Form
* Via Email
* From backend

Spam protection:
* Bot-protected web-forms
* Email rejecting patterns

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.

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.

Ensure authorized access
Use the Admin user-based ticket viewing restrictions and Ticket Lock functionality to make certain that sensitive information is kept private.

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.

Flexible 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.

 

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 perfomance and to establish the best strategies & tactics for outstanding customer support service.

Workload Report
Get the instant overview of your support staff's current load levels - per-agent and per-department ticket totals grouped by Statuses and Priorities.

Agent Statistics
The effectiveness of each of your agents measured by the average response and ticket closing times.

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.

Receive Carbon Copy of each message
You can have a copy of every message that goes through the Help Desk sent to a specified mailbox (-es).

 

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.

Easy-to-use
Simplify customer communications with a comprehensive and intuitive ticket management section introduced to Customer Account dashboard.

Optional Department / Priority selectors
Enable your customers to lodge their inquiries to the desired destination.

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.

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.

Fully customizable
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.

Entities linking
Get the tickets cross-linked with the customer accounts and orders, and navigate seamlessly between them.

Smart tickets grid
Get the extension fine-tuned to your workflow with the pre-defined filters and customizable "View Tickets" grid.

Quick Responses
The extension allows creating answer shortcuts, that can be inserted into the message in just one click.

Ticket auto-expiration
Let the extension handle clearing your support queues by automatically closing tickets after a period of zero activity.

Admin-only notes
Make sure the important bits of information are always highlighted via Ticket Comments and shared Customer Notes.

Ticket Search
Let massive data not be an obstacle - you can locate any ticket easily with the extension's built-in search functionality.

 

Read documentation.

To experience the extension firsthand follow the links below:

 

Release Notes

Back to top

3.3.10:

  • Compatible with CE: 1.4.1.1 1.4.2 1.5 1.6 1.6.1 1.6.2.0 1.7 1.8 1.8.1 1.9 1.9.1 1.9.2 1.9.3
  • Compatible with EE: 1.12 1.13 1.13.1 1.14 1.14.1 1.14.2 1.14.3
  • Stability: Stable Build
  • Description:

    * Attachment with the same name cannot be parsed
    * HDU stops parsing emails if header contains incorrect character

3.3.8:

  • Compatible with CE: 1.4.1.1 1.4.2 1.5 1.6 1.6.1 1.6.2.0 1.7 1.8 1.8.1 1.9 1.9.1 1.9.2
  • Compatible with EE: 1.12 1.13 1.13.1 1.14 1.14.1 1.14.2
  • Stability: Stable Build
  • Description:

    * No subject email parsing issue

Support

Back to top
The best place to start if you need help with a specific extension is to contact the developer. All Magento developers have both a contact email and a support email listed.

Q & A

Back to top

Reviews

Back to top