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Help Desk Ultimate

TOTAL:
$399.00

Overview

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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 a 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 the 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 allow sending notifications, changing priorities, and many more, depending on the conditions set.

 

Features

  •  Canned Responses

With related tickets it’s easy to aggregate repetitive requests and reply to them all at once with canned responses saving time

  • Reopening Tickets

Allow customers to save time on submitting tickets to the problem they have once submitted tickets to

  • Rejecting Patterns

Filter out unwanted requests with a customizable spam shield

  • Creating A Ticket

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

  •  Ticket Pool

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

  •  Ticket Page At Backend

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

  • Message Threads

Monitor ticket conversation, internal notes and system messages in one place

  •  Departments

Organize your helpdesk team into departments to stream support requests to appropriate agents

  • Agent’s Card

Personalize interaction between agents and customers by enabling agents’ details on Frontend and in emails

  • Automation

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 automation 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.

  •  Email Gateway

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

  •  Customer Area

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

 

 

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 automation 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 The Purpose?

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 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 the 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.

 

Example:

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 the 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 customers 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 a couple of hours. And everything that follows, be it files, messages, or reassignments, is logged within a ticket tab - nothing gets lost, forgotten, or miscommunicated.

  

Demo

To experience the extension firsthand follow the links below:

 

Support Policy

Included technical support: 

  • Magento Open Source (CE) version - 3 months of free technical support
  • Magento Commerce using on prem (EE) version - 3 months of free technical support 
  • Magento Commerce on Cloud (ECE) version - 3 months of free technical support    

Technical Specifications

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Seller profile

Aheadworks

Seller contact

E-mail

Integrator

Current Version

2.2.0

Adobe Commerce platform compatibility

Open Source (CE): 2.3 (current), 2.4 (current), 2.1 (obsolete), 2.2 (obsolete)

Commerce on prem (EE): 2.3 (current), 2.4 (current), 2.1 (obsolete), 2.2 (obsolete)

Commerce on Cloud (ECE): 2.3 (current), 2.4 (current)

Type

Stable Build

Updated

17 September, 2021

Categories

Extensions, Customer Support

Quality Report

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Installation & Varnish Tests

Passed

Coding Standard

Passed

Plagiarism Check

Passed

Malware Check

Passed

Marketing Review

Passed

Manual Testing

Passed

All tests were conducted on the latest versions of Adobe Commerce that existed for the compatible release lines at the moment of the extension submission. Latest versions of all other software were used, as applicable.

Release Notes

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2.2.0:

  • Compatible with Open Source (CE) : 2.3 2.4
  • Compatible with Commerce on prem (EE) : 2.3 2.4
  • Compatible with Commerce on Cloud (ECE) : 2.3 2.4
  • Stability: Stable Build
  • Description:

    +Integration with RMA
    +New Automation - Ticket Status Change
    +New automation - Ticket Was Rated
    +Better filtering by tags
    +Display Ticket Rating in the grid
    *Fixed issue with the cropped text when hovering the cursor over the subject line

2.1.1:

  • Compatible with Open Source (CE) : 2.3 2.4
  • Compatible with Commerce on prem (EE) : 2.3 2.4
  • Compatible with Commerce on Cloud (ECE) : 2.3 2.4
  • Stability: Stable Build
  • Description:

    + Expanded Tags section in the backend
    + Automation when certain SKU is purchased
    * Fixed issue with html in the contact form and coming emails
    * Fixed issue with processing of messages when gateway is changed
    * Fixed issue for Magento Marketplace
    * Tickets miss part of content after special characters
    * Error occurs during migration when a ticket contains not default type of file
    * Incorrect external url is in emails from a different store view
    * Factory should be injected via class constructor
    * Error occurs when a ticket with attachment that misses extension is migrated
    * Fixed issue with the "Your manager" field
    * Quick response doesn't work for a different store view
    * Line breaks are missing in Quick Responses and customer responses from the external form
    * 'Updated On' date does not get updated when a quick response was edited
    * Fixed issues with HTML
    * Multipart html emails are displayed as plain text

2.0.6:

  • Compatible with Open Source (CE) : 2.3 2.4
  • Compatible with Commerce on prem (EE) : 2.3 2.4
  • Compatible with Commerce on Cloud (ECE) : 2.3 2.4
  • Stability: Stable Build
  • Description:

    * Fixed issue with html in the incoming emails

2.0.5:

  • Compatible with Open Source (CE) : 2.3 2.4
  • Compatible with Commerce on prem (EE) : 2.3 2.4
  • Compatible with Commerce on Cloud (ECE) : 2.3 2.4
  • Stability: Stable Build
  • Description:

    + GraphQL update
    *Fixed issues for Magento Marketplace

2.0.2:

  • Compatible with Open Source (CE) : 2.3 2.4
  • Compatible with Commerce on prem (EE) : 2.3 2.4
  • Compatible with Commerce on Cloud (ECE) : 2.3 2.4
  • Stability: Stable Build
  • Description:

    * Fixed issue with ChatBot compatibility

2.0.1:

  • Compatible with Open Source (CE) : 2.3 2.4
  • Compatible with Commerce on prem (EE) : 2.3 2.4
  • Compatible with Commerce on Cloud (ECE) : 2.3 2.4
  • Stability: Stable Build
  • Description:

    + Create Agent Information
    + "Help Desk Tickets" tab on Order backend page
    + Related-Orders functionality
    + Restrict entering a new email on Contact Us form for Logged-In Users
    + Store-views and web-stores support for HDU templates
    + Rejected Messages grid
    + Add order selection on Create Ticket form from backend
    + Improved gateway email processing
    + Send the copy of a ticket to another email when a request has been submitted from Create New Ticket form
    + Sort order for Departments and Agents
    + Sort quick responses
    + Display information about HDU agent on the frontend Ticket View page and in Email notifications
    + Restrict some request types for customer groups on frontend
    + Remove attached files from DB if a ticket has been deleted
    + Hide Customer Orders block on the Ticket View Page if a user doesn't have permissions to access Orders
    + Change sorting in Customer Orders
    + Preview ticket content in All Customer Tickets
    + Option to search projects from ticket is added
    + Ticket related blocks on the backend ticket page should upload data according to customer id or customer email
    + Improved restrictions for customer groups
    + Tickets can be searched by ID via Search field above Tickets grid
    + Tickets can be locked
    + Additional tabs for Ticket Thread
    + Some strings are added to CSV
    + Hints are updated
    + Internal Menu is improved
    + GraphQL & WebAPI support
    * Some content is absent in a tooltip in the Rejected Messages grid
    * Tickets aren't created via Gateway
    * An error appears after sorting "Rejected Messages" by "From" column
    * An error occurs when filter is applied
    * Injection from "Ticket Escalation" is applied
    * An error occurs when tab is opened by any user without permissions
    * "Rejected Messages" tab can't be opened
    * Assigned agent isn't displayed in emails
    * Fixed issues with emails sent to CC and BCC addresses
    * "Note is added" event is absent
    * Error occurs during migration if a ticket contains not default type of file

1.5.0:

  • Compatible with Open Source (CE) : 2.3
  • Compatible with Commerce on prem (EE) : 2.3
  • Compatible with Commerce on Cloud (ECE) : 2.3
  • Stability: Stable Build
  • Description:

    + Data Migration tool for Magento v. 2.2.X-2.3.X
    + Canned responses/macroses
    + Loading indicator when customer adds attachment
    * Fixed issue with Mass actions on "Departments" page
    * Magento EQP tests fix
    * Fixed issue with duplicated email headers
    * Fixed issue wit files attachment
    * Error occurs after 'Automations' or 'Tickets' page is clicked
    * Error appears on an attempt to create a ticket in the backend (Magento 2.3.3)
    * Fixed issue when Tickets aren't created via Gateway
    * Tickets belonging to a department disappear after disabling the department
    * Error appears on a ticket page if an admin doesn't have permissions to update tickets
    * Fixed issue with disabling the department on its page
    * Fixed issue when Department permissions don't work correctly
    * Minor design improvements
    * Fix for Magento Marketplace

1.3.5:

  • Compatible with Open Source (CE) : 2.1 2.2 2.3
  • Compatible with Commerce on prem (EE) : 2.1 2.2 2.3
  • Stability: Stable Build
  • Description:

    * Fixed issue when extension emails are not routed correctly

1.3.4:

  • Compatible with Open Source (CE) : 2.1 2.2 2.3
  • Compatible with Commerce on prem (EE) : 2.1 2.2 2.3
  • Stability: Stable Build
  • Description:

    + Magento 2.3 compatibility

1.3.3:

  • Compatible with Open Source (CE) : 2.1 2.2
  • Compatible with Commerce on prem (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

1.3.2:

  • Compatible with Open Source (CE) : 2.1 2.2
  • Compatible with Commerce on prem (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

1.3.1:

  • Compatible with Open Source (CE) : 2.1
  • Compatible with Commerce on prem (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

1.3.0:

  • Compatible with Open Source (CE) : 2.1
  • Compatible with Commerce on prem (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

1.2.0:

  • Compatible with Open Source (CE) : 2.1
  • Compatible with Commerce on prem (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

1.1.0:

  • Compatible with Open Source (CE) : 2.1
  • Compatible with Commerce on prem (EE) : 2.1
  • Stability: Stable Build
  • Description:

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

1.0.2:

  • Compatible with Open Source (CE) : 2.1
  • Compatible with Commerce on prem (EE) : 2.1
  • Stability: Stable Build
  • Description:

    * Composer updates

1.0.1:

  • Compatible with Open Source (CE) : 2.1
  • Compatible with Commerce on prem (EE) : 2.1
  • Stability: Stable Build
  • Description:

    * Admin with restricted permissions can't reply to ticket from the backend issue

Support

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

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