Support Desk / Helpdesk for Magento 2
Setup a basic Helpdesk/Support Desk for Magento store.
User can raise and manage tickets from Dashboard.
Admin can manage them from admin panel.
Supported Magento Versions: Magento 2.2.x, 2.3.x, 2.4.x including Magento 2.4.4, 2.4.5 & 2.4.6
Free Technical Support: 6 Months
User Guide: Download.
Email: [email protected]
Password: [email protected]
username: demo_admin
password: demoadmin123
User Guide: Download.
The extension provides following functionality
- The customer can create ticket easily on front-end or email support team's address.
- User can add replies to ticket.
- User and admin can get notification on email in case of a reply.
- Admin can manage department
- Admin can manage status values
- Admin can set status for tickets.
Initial Configuration and Enabling the Extension
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Go to Helpdesk > Configuration.
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In “General Configuration”, Set “Module Enable” to Yes.
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Now Enter License key you get with this extension in License key field. (required field)
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E-mail – Email id of admin for communicating with any customer. (required field)
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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
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E-mail Notification to Customer – Send email to customer for each reply by admin, set it to Yes or No
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Important: After changing options make sure you refresh your Magento cache.
Managing Departments
Add/Edit/Delete departments which can be assigned to any ticket.
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Add any new department just by clicking Add new Department on top right.
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To edit or delete the department from the list, Select action for the same.
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Advance Filter can be used if the department list is long.
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You can export list of Departments in CSV or XML Format.
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Set Status to Yes for department to use it on tickets.
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Set sort order of the department
Managing Statuses
Add/Edit/Delete Status which can be assigned to any ticket.
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Add any new status just by clicking Add new Status on top right.
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To edit or delete the status from the list, Select action for the same.
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Advance Filter can be used if the statuses list is long.
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You can export list of Statuses in CSV or XML Format.
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Set Active to Yes for any Status to use it on tickets.
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Set sort order of the status.
Admin Tickets View
An Admin can manage tickets generated by customers.
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View list of tickets generated by customers.
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To view or delete the ticket from the list, Select action for the same.
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AdvanceFilter can be used forlonglist of tickets.
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You can exportlistofTickets inCSV or XML Format.

View/Reply to Ticket by Admin
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There will be unique ticket number generated on ticket request by customer.
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All the communication chat between customer and admin will be visible here.
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If Customer attached any file or screenshot, same can be downloaded by admin.
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Ticket information is shown on right sidebar.
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Admin can reply from the text area.
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Admin can also attach any file with reply. File types allowed are pdf, doc, docx, xls, xlsx, csv, txt, jpg, jpeg, png, gif
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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
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To generate Ticket customer must be logged in.
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On Customer Dashboard new menu will be added in the last as “Helpdesk”.
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Customer can view list of tickets generated by them.
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Customer can view the ticket details by clicking on View button along with each ticket.
Ticket Creation by User
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To generate new ticket, click on “Create Support ticket”.
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Enter Subject.
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Full Description of your problem.
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Priority – urgency for the support.
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Department – select from list.
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Order No – if support is required for any particular order number, enter order no, else leave it blank.
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Add attachment to your support ticket.
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File types allowed are pdf, doc, docx, xls, xlsx, csv, txt, jpg, jpeg, png, gif
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Submit your ticket.
View/Reply Ticket by User
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There will be unique ticket number generated on ticket request by customer.
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All the communication chat between customer and admin will be visible here.
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If Customer attached any file or screenshot, same can be downloaded by admin.
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Ticket information is shown on right sidebar.
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Customer can reply from the text area.
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Customer can also attach any file with reply.
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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
Our Support, guide & Policies
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.
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