Helpmate extension with built-in Knowledge Base is aiming to simplify the support process. Comes with a modern and intuitive ticket interface.
OverviewBack to top
This extension requires the following FREE special service extension be installed in order to function properly: TM Core. Please be sure to install TM Core BEFORE installing the main package of this extension. Please read the TM Core documentation.
Helpmate module is a professional solution for issues and support request management for any ecommerce business based on Magento ecommerce platform. Our help desk module for Magento consists of 2 integrated modules: Helpdesk and Knowledge Base. Your support team most likely creates the new knowledge articles and solve clients problems on a daily basis. Stop wasting this valuable resource. We recommend to start using a built-in knowledge system. Our Helpmate module will help your customers to reuse this data in order to help themselves without bothering your store support team.
Previously. you accepted tickets via email, contact form or customer account page 24 hours per day and 7 day per week. With Helpdesk module you can easily link the tickets with the corresponding orders in order to make support process more efficient. Try it out to help your dedicated support team to provide prompt support to store users. In order to save time of your support stuff, you can create multiple support departments and distribute various types of requests between them.
Helpmate will help you to:
- Simplify the workflow both for admin and users.
- Build informative knowledge base for most common questions.
- Help your clients solve their issues.
- Decrease number of support request.
- Improve the comminication with your customers.
- Build your website credibility.
Intuitive ticket interface
Our extension is provided with clear ticket interface. Easy and quick respond to a ticket is guaranteed. Now your customers are allowed to specify the priority of issue, attach multiple files to the ticket and assign it to the appropiate department. The customers can create tickets from their account pages, the order page, contact or custom Helpmate form.
Tickets interface allows you to create tickets directly from the admin interface; answer the tickets via email; track and check the issues resolution process via tickets history interface. The Helpmate module takes care of inactive ticket and allows your support team focus on really important issues.
Built-in knowledge base management tool
Helpmate module includes Knowledge Base that provides you with a categorised directory for frequently asked questions and answers. This approach will make every day support much easier. In our experience, it can dramatically reduce a number of support request. The Knowledge base includes the Article and Category interfaces.
Email Gateways interface
The Helpmate module allows you to set two way communication channel between your customer and support staff. The module reads the user's messages from an email gateway. Then it will assign them to the appropriate tickets or create new one. Moreover, you are allowed to create new email gateways and assign them to appropriate departments or stores.
Full features list:
- Allows to submit tickets via web interface or via email.
- Tightly integrated Knowledge Base.
- Multi-store support.
- Links the products to knowledge base.
- Multiple departments support.
- Email notification.
- Tickets support notes.
- Quick answers option.
- Easy intuitive interface.
- Links the orders and tickets together.
- Support tickets priorities.
- Closes inactive tickets.
- Tickets history tracking.
- Supports multiple email gateways (TLS and SSL support).
- Suggests the articles to user before posting submitting support ticket.
- Multi-language support.
Release NotesBack to top
- Compatible with CE: 1.7 1.8 1.8.1 1.9 1.9.1 1.9.2 1.9.3 1.9.4
- Stability: Stable Build
Fix $$(‘#global_search’).present() is undefined, also fix require_once HTMLPurifier nad xss.
Fix ‘User get empty email when private message is posted’ close #65. Added Materialize design to tickets view. Update translates. Fix getTimeAgo and fix encoding bug.
- Compatible with CE: 1.6 1.6.1 184.108.40.206 1.7 1.8 1.8.1 1.9 1.9.1 1.9.2 1.9.3
- Stability: Stable Build
-Fixed lost guest email bug
-Improved attachments rendering