Help Desk Ultimate

Help Desk Ultimate

Compatible With: Community, 1.4.2, 1.5, 1.6, 1.6.1,, 1.7, 1.8, 1.8.1, 1.9, 1.9.1, 1.9.2, 1.9.3 Enterprise 1.12, 1.13, 1.13.1, 1.14, 1.14.1, 1.14.2, 1.14.3

Tech Specifications

Current Version:
Stable Build
10 December, 2018
Extensions, Customer Support
Supported Browsers:
Chrome Linux: 42, 43, 44 Mac: 39, 44 Windows: 39, 40, 42, 43, 44 Firefox Linux: 31, 38, 39, 40, 41 Mac: 31, 38, 39, 40, 41 Windows: 31, 38, 39, 40, 41 Opera Linux: 7, 7.1, 8, 9 Mac: 7, 7.1, 8, 9 Windows: 7, 7.1, 8, 9 Safari Linux: 7, 7.1, 8, 9 Mac: 7, 7.1, 8, 9 Windows: 7, 7.1, 8, 9 IE Windows: 10, 11, 8, 9


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

Other Extensions by Aheadworks


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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 the documentation. 

The Help Desk extension for Magento 1 is designed for effective client request managing. Tickets can be submitted from the customer area and the store backend, or through an email. The enhanced contact form allows customers to specify the subject of the message and the department where the request goes. Moreover, they are able to attach some types of the files that were allowed by the admin. With our module, customers can send a reply to the support agents directly from their mailboxes. 

As far as the backend is concerned, the Help Desk extension for Magento 1 provides store owners with the intuitive ticket sorting system that automatically collects the customer information including the order history. Moreover, it's also available for Magento 2 stores with Help Desk Ultimate for Magento 2. 

With the well-structured and carefully built Ticket System for Magento 1 tracking open tickets is no longer a problem for both customers and merchants.  


Business Value 

The Ticketing System extension for Magento 1 is designed not only to save you a lot of time and work. 

  • Stand out from lots of ordinary stores, provide the best service and build a reputation as a true professional. The well-tailored helpdesk system may become one of the distinctive features of your very store that is not available at the rival shops.
  • Make clients stay longer with you while they enjoy the clear communication process. 
  • Add to customer level of comfort with the immediate customer service
  • Show that you value every customer. Allow guests to apply for support and get a wave of new ready-to-be-satisfied customers.   
  • Analyze your audience behavior and take actions according to the data collected.


Feature Highlights

One email gateway for multiple request sources 

The Help Desk extension for Magento 1 is not bound to an only one source of submitting tickets. Your customers have a choice to contact you through:

  • email; 
  • native contact form; 
  • or from their account page. 

Moreover, tickets can be submitted from the backend. Set up an email gateway and assemble all the correspondence in one place. 

Built-in spam filters prevent your email gateway from accumulating unwanted messages and save time for you and your agents.  

Advanced Ticket Managing

The module allows you to: 

  • assign tickets to unlimited departments and agents;
  • queue them according to their statuses and priorities; change directions any time later. 

In addition, the extension suggests the detailed ticket grid where you can find all the vital information concerning the ticket and see the customer details, like:

  • their order history, 
  • correspondence history etc. 

The settings include viewing restrictions and the admin-only notes that help to keep all the data safe and/or used in a right way. 

No need to worry about tickets piling inside the system. The extension closes inactive tickets after their expiration period automatically.

Monitoring the quality of the customer service provided

Using the extension you can:

  • receive all the needed reports on how your customer service works; 
  • overview the workload of each and every agent; 
  • measure their performance level according to their average response time and how quickly they close cases; 
  • let customers evaluate your service effectiveness by rating tickets:
  • allow your customers to address the manager directly through the “Escalate Ticket” option if they are not satisfied with your agent service;
  • collect results and consider your future customer-targeted strategies; 
  • save the copies of all the existing tickets to a certain email address not to miss anything that is happening in your store.

Customer Care 

Let your customers feel they are cared for:

  • provide them with a simple but efficient system of request submitting. 
  • let them have a choice where to submit, which priority their ticket is, what department is its destination. 
  • offer your customers the “Escalate Ticket” option is a good way of working with customer complaints and improving your customer service. 
  • notify clients about all the steps in their case closing using a set of email templates and notifications. 
  • reward your customers for patience during case solving with a coupon. You can select a coupon type and send it right from within the ticket. 



To explore the extension follow the links below:

 Read Documentation.


Enhance Help Desk Ultimate extension with the following Aheadworks extensions: 

  • Product Questions for converting product questions into tickets to inform support team about new requests;
  • *Coupon Code Generator for rewarding customers with coupon codes generated right from within a ticket.


Support policy

Included technical support:

  • Magento Open Source (CE) version - 3 months of free technical support
  • Magento Commerce (EE) version - 6 months of free technical support 

Release Notes

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  • Compatible with CE: 1.4.2 1.5 1.6 1.6.1 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:

    Stability and speed improvements.


  • Compatible with CE: 1.4.2 1.5 1.6 1.6.1 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:

    * Possible high-security ramifications
    * Incorrect email address in "New" ticket form
    * Mb > MB (Megabit to MegaByte)
    * Ticket assignment issue
    * 404 error page displays if page opened via Workload Report
    * Wrong search results in tickets grid
    * Tickets filtered by date throws exception
    * Scroll content in tickets
    * Update aw_lib for module
    * Strict Notice: Only variables should be passed by reference
    * Disabled departments/agents are visible in the tickets grid dropdown
    * HDU "Ticket created" notification for customer contains attached files, when customer send email with attachment directly to department mailbox
    * The quantity of notes in 'Notes' tab is not updated


  • Compatible with CE: 1.4.2 1.5 1.6 1.6.1 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


  • Compatible with CE: 1.4.2 1.5 1.6 1.6.1 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


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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

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