Overview
Back to topThis Helpdesk extension will improve your Magento 2 website efficiency in different ways. First, it enables creating many departments within your ticket management system. This is a proven way to provide the relevant answer to the given question. It minimizes the support workload. Thus your support team will accomplish issue-resolving faster. The module supports adding unlimited FAQ categories and articles. That helps customers get a reply without submitting a support request. Users are still able to create tickets, customize them, and track the resolution process. The module, for its part, allows your support team to create and reply to tickets directly by email.
The module possibilities build a successful communication process within your help desk system. It will definitely help you to get higher ranks by customers.
Main Features
General Module Settings
- Ability to activate the cron task. It enables getting customer answers via email and helps to close inactive tickets.
- Ability to replace standard contact us form with a custom one.
- Ability to allow guests to create a support ticket.
- Ability to add up to 3 custom fields where you can specify more information for your issue.
- Ability to enable file attachment to any support request. Different file extensions are available.
- Ability to enable captcha on ticket submit form.
Convenient Customer Ticket Interface
- Ability to create tickets from customer account pages, Contact Us, or custom Helpdesk form.
- Ability to assign a ticket to a dedicated support department.
- Ability to set ticket priority.
- Easy way to track ticket status via stylish tickets interface.
- Ability to edit support tickets.
- Fast support ticket managing.
- Ability to create tickets from the orders page, customers information page, or from ticket listing interface.
- A separate interface for adding and tracking tickets with different statuses.
- Admins can set the name and sort order for reply status.
- Ability to track tickets in the well-designed grid interface. According to the ticket status, it’s highlighted with contrasting colors.
- Ability to set priority for tickets to resolve urgent ones first.
- The ability for admins to reply to the tickets via email.
Routing Tickets Through Departments
- Ability to distribute different types of requests between various departments.
- Ability to create many support departments.
- Admins can set the name for the department and assign it to a separate store.
- Ability to assign administrators responsible for answering tickets from a dedicated department.
- Ability to send email notification on every new ticket created or updated in this department.
Email Storage Feature
- It divides emails with access via either pop3 or IMAP protocol.
- Established 2-way communication from users to specific support departments.
- The automated reading customers messages from email storage.
- The automated assigning help requests to appropriate tickets.
- Ability to create many email storage for separate departments.
- Admins can set the name for the new storage, and enter the email address to receive emails from customers.
- The ability to customize settings for email servers. Possible values to modify are Host, Password, Port, Type of secure, POP3, or IMAP protocol.
Smart Email Notification System
- Ability to get alert by email for each ticket both to admin and user.
- Ability to create a blacklist for email spammers.
- Admins can create and reply to tickets directly by email.
- The Ticket interface includes an Email field to let users leave his email address.
- Ability to select the email user notification template about receiving his help request.
- Ability to select the template of the admin response to the message.
- Ability to select the email department notification template about receiving the new ticket.
Extension demo
Please check Highlight extension demo at our demo servers.
Documentation
Technical Specifications
Back to topSeller profile
Seller contact
Current Version
1.2.36
Adobe Commerce platform compatibility
Adobe Commerce (cloud): 2.4 (current), 2.3 (obsolete)
Adobe Commerce (on-prem): 2.4 (current), 2.3 (obsolete)
Magento Open Source: 2.4 (current), 2.3 (obsolete)
Type
Stable Build
Updated
28 May, 2023
Categories
Extensions, Customer Support
Quality Report
Back to topAll 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
Back to top1.2.36:
- Compatible with Adobe Commerce (cloud) : 2.3 2.4
- Compatible with Adobe Commerce (on-prem) : 2.3 2.4
- Compatible with Magento Open Source : 2.3 2.4
- Stability: Stable Build
-
Description:
- Refactor email expression in TicketMessage collection select query
- Fix (sync) ui-select component code
1.2.34:
- Compatible with Adobe Commerce (cloud) : 2.3 2.4
- Compatible with Adobe Commerce (on-prem) : 2.3 2.4
- Compatible with Magento Open Source : 2.3 2.4
- Stability: Stable Build
-
Description:
- Fix too late FLAG_NO_DISPATCH setting
- Fix: Deprecated Functionality: preg_match(): Passing null to parameter #2
1.2.33:
- Compatible with Adobe Commerce (cloud) : 2.3 2.4
- Compatible with Adobe Commerce (on-prem) : 2.3 2.4
- Compatible with Magento Open Source : 2.3 2.4
- Stability: Stable Build
-
Description:
- Replace \Zend_Mail (zf1) for 2.4.6 compatability
- Replace \Zend_Validate (zf1) for 2.4.6 compatability
- Fixed passing null to parameter 2 of preg_match
- Replace \Zend_Date => \DateTime
1.2.32:
- Compatible with Adobe Commerce (cloud) : 2.3 2.4
- Compatible with Adobe Commerce (on-prem) : 2.3 2.4
- Compatible with Magento Open Source : 2.3 2.4
- Stability: Stable Build
-
Description:
- Stability improvements.
1.2.31:
- Compatible with Adobe Commerce (cloud) : 2.3 2.4
- Compatible with Adobe Commerce (on-prem) : 2.3 2.4
- Compatible with Magento Open Source : 2.3 2.4
- Stability: Stable Build
-
Description:
- Fix email messages pickup logic
- Fix mime type detection in email message parser
- Fix getTicket logic for new tickets
1.2.30:
- Compatible with Adobe Commerce (cloud) : 2.3 2.4
- Compatible with Adobe Commerce (on-prem) : 2.3 2.4
- Compatible with Magento Open Source : 2.3 2.4
- Stability: Stable Build
-
Description:
- Fix email messages pickup logic(s)
- Fix mime type detection in email message parser
- Fix getTicket logic for new tickets
- Update composer requirements
1.2.28:
- Compatible with Adobe Commerce (cloud) : 2.3 2.4
- Compatible with Adobe Commerce (on-prem) : 2.3 2.4
- Compatible with Magento Open Source : 2.3 2.4
- Stability: Stable Build
-
Description:
- Fix ‘Deprecated Functionality: explode(): Passing null to parameter (close #37)
- Fix UCT ‘critical’ errors
- Prevent null to string converting errors
1.2.26:
- Compatible with Adobe Commerce (cloud) : 2.3 2.4
- Compatible with Adobe Commerce (on-prem) : 2.3 2.4
- Compatible with Magento Open Source : 2.3 2.4
- Stability: Stable Build
-
Description:
- Remove file extension part in url for some nginx conf
1.2.23:
- Compatible with Adobe Commerce (cloud) : 2.3 2.4
- Compatible with Adobe Commerce (on-prem) : 2.3 2.4
- Compatible with Magento Open Source : 2.3 2.4
- Stability: Stable Build
-
Description:
- Fix: array_combine(): Both parameters should have an equal number of elements
1.2.17:
- Compatible with Adobe Commerce (cloud) : 2.3 2.4
- Compatible with Adobe Commerce (on-prem) : 2.3 2.4
- Compatible with Magento Open Source : 2.3 2.4
- Stability: Stable Build
-
Description:
Remove old zend composer requirement
1.2.2:
- Compatible with Adobe Commerce (cloud) : 2.3 2.4
- Compatible with Adobe Commerce (on-prem) : 2.3 2.4
- Compatible with Magento Open Source : 2.3 2.4
- Stability: Stable Build
-
Description:
- Magento 2.4 compatibility
- Improved contact form styles
- Translations updated
Support
Back to topThe 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.
Contact Vendor