Help Desk Ultimate

Help Desk Ultimate

Compatible With: Community 2.1, 2.2 Enterprise 2.1, 2.2

Tech Specifications

Current Version:
Stable Build
13 September, 2018
Extensions, Featured Partner Extensions, Customer Support


Comperhensive ticketing management system for Magento 2

Other Extensions by Aheadworks

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This extension streamlines the process of managing customer inquiries by introducing a user-friendly system that utilizes store resources. Help Desk utilizes ticket system, customers may submit tickets via native Magento contact form, from the customer account section, or by directly emailing Help Desk gateway. The tickets are managed at the ticket grid in the store backend, and can be assigned to a particular help desk agent – store administrator user eligible to answer questions via help desk. Help desk agents can reply to the tickets, set ticket priority, tie tickets to orders and more. Finally, the ticket management process can be partially automated with the help of 'Automations' a set of special events that allows sending notifications, changing priority, and many more, depending on the conditions set.

Business value

Help Desk Ultimate extension for Magento 2 is a powerful one-off payment tool for creating an in-store help desk system:

  • Built-in customizable automations to take care of the ticket routine;
  • Informative ticket screen with customer and order related links;
  • Carbon Copy recipients and external ticket links.

What is it for?

Whenever customers have any problem with the store they need a way to communicate this problem to store administration to have it solved. They may choose to send an email, or use a contact form, make a call, or maybe even use a messenger. This creates a bit of a chaos since messages may get misplaced, miscommunicated, lost, and so forth. Help Desk Ultimate solves this problem by being an organizer for all incoming client communication, by logging all issues as tickets, making sure nothing gets lost and everything is addressed in a timely fashion.

How it works

Both customers and store administrators may create and submit new tickets. Once the ticket is submitted, it enters a ticket pool in backend. Here agents pick up corresponding tickets, solve issues, and communicate with clients. Agents may use ticket statuses, priority settings, attachments, internal notes and other tools when processing a ticket. Additionally, Aheadworks provides an option to delegate simple routine tasks to the extension via ticket automation settings.


A customer has been sent a package but there is one item missing. He uses a contact form to inform the store and request this item to be delivered.

Without Help Desk Ultimate

The request is delivered to a customer service department inbox. It sits there for a while before someone checks an email. Someone has to read it and to decide which specialist to delegate it. Then specialist has to be notified. He then has to notify the customer that issue will be dealt with. Then follows communication with other people in the company, another delegation, asking customer for proof, receiving and forwarding files and so on. Now to get the complete picture of this issue one would have to talk to a number of different people and ask them for a number of files and email copies. It’s a mess.

With Help Desk Ultimate

The request is logged into a ticket pool, it is automatically assigned to an agent, both agent and customer are notified. All of this happened within seconds instead of couple hours. And everything that follows, be it files, messages, or reassignments, is logged within a ticket tab - nothing gets lost, forgotten, or miscommunicated.

Feature highlights

Creating a ticket

Tickets can be created either by customer using a native contact form or from a customer area or by sending an email to an email gateway address. Administrator can create a ticket from backend.

Ticket pool

Submitted tickets enter a ticket pool – backend ticket grid, where agents may view, filter, and process tickets.

Ticket page at backend

Individual ticket page is organized to provide all the necessary information, to communicate with customers, and to edit a ticket – all in one page.

Communication options

Agent may use ticket chat to either send messages to a customer or leave internal notes for himself. Customer may send messages either from a help desk tab in customer area or by email.


Processing a ticket requires multiple steps and some of those steps are quite routine. We have created a way to delegate such tasks to the extension, to be performed without agent involvement. Using automations you can perform anything from simple tasks, like assigning an agent to a new ticket, to something more complicated, like sending a follow up message to a customer that hasn’t replied for a while.

Out-of-the-box automations

The extension comes with eight predefined automations following the most common processing steps. Additionally you can create as many automations as necessary.

Email gateway

Extension allows setting up an email gateway. All incoming emails at this address will be automatically converted to tickets.

Customer area

Help desk tab is added to the customer area. From there customer may create a new ticket, monitor the progress on existing tickets, send attachments, and communicate with an agent.


To experience the extension firsthand follow the links below:

Release Notes

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  • Compatible with CE: 2.1 2.2
  • Compatible with EE: 2.1 2.2
  • Stability: Stable Build
  • Description:

    * Magento 2.2 compatibility adjustments
    * Installation issues
    * File cannot be attached in case it contains spaces in its name


  • Compatible with CE: 2.1
  • Compatible with EE: 2.1
  • Stability: Stable Build
  • Description:

    Released 05.09.2017
    * Resizable "Customer group" area
    * Agent can't reply to customer via email notification
    * "All roles" permissions adjustments
    * Email parsing stops if email contains illegal chars or email without headers
    * Automations issue
    * Ticket can be assigned to unselected agent
    * Ticket can be created with Enter button
    * HDU migration tool issue
    * Incorrect attachments location
    * Static tests issue


  • Compatible with CE: 2.1
  • Compatible with EE: 2.1
  • Stability: Stable Build
  • Description:

    + Department permissions
    + Migration script (import of tickets from M1 extension)
    * Resizable reply area
    * Email subject should contain ticket subject
    * Re-design ticket thread
    * Guest ticket isn't opened in Customer Area when guest creates account at Storefront
    * Fatal error if sending email is not possible


  • Compatible with CE: 2.1
  • Compatible with EE: 2.1
  • Stability: Stable Build
  • Description:

    + Departments added
    + Multiple email gateways added. Each department may have its own email gateway.
    * Security issue fixed


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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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