uvdesk-helpdesk.png

UVdesk Helpdesk
M2

TOTAL:
$0.00
Compatible With: Community 2.1, 2.2

Tech Specifications

Current Version:
2.0.5
Type:
Stable Build
Updated:
27 February, 2019
Categories:
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 Safari Linux: 7, 7.1, 8, 9 Mac: 7, 7.1, 8, 9 Windows: 7, 7.1, 8, 9 Edge Windows: 42 IE Windows: 10, 11, 8, 9
License Type:
Policy:

Overview

UVdesk Helpdesk Ticket System is an amazing module which allows registered users to create tickets regarding their queries for the store owner.

Other Extensions by WebKul SoftWare Private Limited

Overview

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UVdesk is a cloud-based customer helpdesk ticketing system. It is specially designed for e-commerce websites. UVdesk is easy, customizable, and has a lot of amazing features such as order & customer synchronization, ticket workflows, email piping, etc.

UVdesk Helpdesk extension allows the store owner to integrate UVdesk ticket system with Magento store. With the help of this extension, the customer can create tickets from the storefront. The admin or an agent can reply to customer tickets either from the UVdesk dashboard or from the Magento admin panel.

 

Account & Pricing:

  • In order to use this extension, you need an UVdesk account. To create a free account, please click here.
  • Also, for integrating UVdesk with your store, you need to create access token key from UVdesk dashboard.
  • Please click here to view UVdesk pricing and plans
  • Paid plans start at $11/month.

 

Use Case:

Every company needs customer support system where all the queries can be efficiently managed and answered. Since there are different types of queries, it becomes difficult for the store owner to keep a track of all the questions and responses. UVdesk helpdesk manages all the tickets using ticket number, labels, status, and priority.

 

Features:

  • Customers can create tickets from 'My Account' section.
  • All the tickets are automatically synchronized from Magento to UVdesk.
  • Send and receive file attachments with the tickets.
  • The admin can assign tickets to different agents.
  • Email notifications are sent for the tickets.
  • Tickets can be managed either from Magento or UVdesk dashboard.
  • The filter option can be used to search any specific ticket using various properties.
  • All the tickets are automatically divided according to labels and status.

 

What's new:

1. With the latest upgrade to PWA, now you can use UVdesk seamlessly on your smartphone like a native mobile app with features like offline syncing, mobile view UI, faster page load and addition to the home screen.

2. YouTube app integration is now available along with SLA and E-mail delivery status.

3. Upload File Size of any limit from Google Drive, OneDrive, Box, and Dropbox.

 

Work-Flow:

Once the module is successfully installed, the admin will configure the HelpDesk Settings fields such as Ticket System Name and Email-Id, Enter Upload File Size, Login Required for Ticket Creation, Allowed File Extensions, Allow Editor on Front, Allowed File Extensions, Customer can Delete Ticket, Customer can Close Ticket, Customer can Add Acc etc. 

The admin will have to configure the fields for Ticket Status such as Ticket Open, Ticket New, Ticket Pending, Ticket Solved, Ticket Closed, and Ticket Spam. 

Once the configurations for the Ticket Status is set, the admin needs to configure the Ticket Default Settings. The fields which are configured under Ticket Default Settings are Default Status, Default Ticket Type, Default Group and Default Priority. 

After configuring the Ticket Default Settings, the admin will configure the fields for Ticket View. the fields configured are Ticket Thread Limit, Draft saving Time, Lock View Time, Lock Expire Time. 

In the end, in order to configure the Activity settings for HelpDesk. Under the Activity Settings, the admin will have to set the number for Activity Limit Dashboard, choose options under General Activity, configure Activity Priority on delete, Activity Priority on add and Activity Priority on Edit. 

The customers will have to log in to the frontend. The support center option is visible to the logged in customer. Here, the customers can generate a ticket and raise a query. To create a ticket the customer will have to add the details for the field like Ticket Type, Ticket Priority, Ticket Group, etc. The query will be added in the Your Query tab. 

Once the query is created, a success message shall display and the customer can view the ticket. If need be, the customer can even delete the threads, if allowed by the admin.

Even Guest Users can generate a ticket and raise a a query. The guest user will have to add details such as Full Name, Email address, Ticket type, Ticket Priority, Ticket Group etc. As the ticket is created and saved, as success message shall display. The guest user will have to enter the Email Address and Ticket ID to check the ticket status.

 

Benefits:

With UVdesk helpdesk extension, the customers will get a platform where they can share queries and get quick responses. All the customer tickets are automatically divided and sorted using different status and label. This allows simpler management of the tickets.

 

Demo:

You can check the live demo here.

Release Notes

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2.0.5:

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

    ----------------- Version 2.0.5 ------------------
    -Fixed minor issues.

2.0.4:

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

    -------------------------------- Version 2.0.4 ---------------------------------------
    +Implemnet the UvDesk credential validation in the configuration at the time of saving it.
    -Remove the column "Priority" and "Reply" from frontend ticket table as it is of no use.
    -Fixed issues.

2.0.3:

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

    -------------------------------- Version 2.0.3 --------------------------------------
    +Compatible with Magento version 2.2.x.
    +Customer can assign collaborator to its ticket.
    +Added logger to log the errors.

2.0.2:

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

    -------------------------------- Version 2.0.2 --------------------------------------
    +Bugs Fixed
    +Updated according to latest UVdesk features

2.0.1:

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

    -------------------------------- Version 2.0.1 --------------------------------------
    +Admin can enable or disable the module from backend
    +Admin can change the assigned agent from a ticket
    +Admin can delete the ticket from backend
    +Customer can attach a file during creation of ticket

2.0.0:

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

    +Integrate Uvdesk Helpdesk System with magento
    +Admin can manage tickets from magento backend.
    +Admin can reply on tickets.
    +Admin can delete any ticket.
    +Customers can reply to tickets from their magento store account on front-end.
    +Real time synchronization between Uvdesk Helpdesk System and magento Store tickets.

Support

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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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Reviews

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