Support Desk / Helpdesk for Magento 2

Initial Configuration and Enabling the Extension

• Go to Helpdesk > Configuration.

• In “General Configuration”, Set “Module Enable” to Yes.

• Now Enter License key you get with this extension in License key field. (required field)

• E-mail – Email id of admin for communicating with any customer. (required field)

• E-mail Notification to admin – Send email to admin on each ticket generation and on each reply by Customer, set it to Yes or No

• E-mail Notification to Customer – Send email to customer for each reply by admin, set it to Yes or No

• Important: After changing options make sure you refresh your Magento cache.

 

 

Managing Departments 

 

 

Add/Edit/Delete departments which can be assigned to any ticket.

• Add any new department just by clicking Add new Department on top right.

• To edit or delete the department from the list, Select action for the same.

• Advance Filter can be used if the department list is long.

• You can export list of Departments in CSV or XML Format.

• Set Status to Yes for department to use it on tickets.

• Set sort order of the department

 

 

Managing Statuses

Add/Edit/Delete Status which can be assigned to any ticket.

• Add any new status just by clicking Add new Status on top right.

• To edit or delete the status from the list, Select action for the same.

• Advance Filter can be used if the statuses  list is long.

• You can export list of Statuses  in CSV or XML Format.

• Set Active  to Yes for any Status to use it on tickets.

• Set sort order of the status.

 

Admin Tickets View

An Admin can manage tickets generated by customers.

• View list of tickets generated by customers.

• To view or delete the ticket from the list, Select action for the same.

• AdvanceFilter can be used forlonglist of tickets.

• You can exportlistofTickets  inCSV or XML Format.

View/Reply to Ticket by Admin

• There will be unique ticket number generated on ticket request by customer.

• All the communication chat between customer and admin will be visible here.

• If Customer attached any file or screenshot, same can be downloaded by admin.

• Ticket information is shown on right sidebar.

• Admin can reply from the text area.

• Admin can also attach any file with reply. File types allowed are pdf, doc, docx, xls, xlsx, csv, txt, jpg, jpeg, png, gif

• To change ticket information like Status, Department and Priority, change it from dropdown and click on Save button.

 

User Ticket Dashboard On Frontend

 

Customer View For List of Tickets

• To generate Ticket customer must be logged in.

• On Customer Dashboard new menu will be added in the last as “Helpdesk”.

• Customer can view list of tickets generated by them.

• Customer can view the ticket details by clicking on View button along with each ticket.

 

View/Reply Ticket by User

• There will be unique ticket number generated on ticket request by customer.

• All the communication chat between customer and admin will be visible here.

• If Customer attached any file or screenshot, same can be downloaded by admin.

• Ticket information is shown on right sidebar.

• Customer can reply from the text area.

• Customer can also attach any file with reply.

• File types allowed are pdf, doc, docx, xls, xlsx, csv, txt, jpg, jpeg, png, gif

Description of Support Desk / Helpdesk for Magento 2 

A support desk or helpdesk for Magento 2 is a customer support system designed to assist customers with their inquiries and issues related to Magento 2, an open-source e-commerce platform. It helps businesses manage and respond to customer support requests

Download the user guide.

In case of any issues, please open a ticket from our helpdesk.

Note: Our extensions have a licensing policy, click here to view the license policy.