Support Desk / Helpdesk for Magento 2

Support Desk / Helpdesk for Magento 2

A complete ticket-based customer support system designed to improve communication, streamline issue resolution, and enhance overall customer experience.

Support Desk / Helpdesk for Magento 2 allows customers to create support tickets directly from the frontend dashboard or via email. Admins can efficiently manage, track, reply, and organize tickets from the backend panel.

The extension ensures structured communication, better workflow management, and full administrative control over departments, statuses, and notifications.

Magento 2 Support Desk / Helpdesk Extension

Quick Highlights (Most Important Features)

✔  Easy Ticket Creation  – Customers can raise tickets from frontend or via email.

✔  Full Admin Control  – Manage departments, statuses, and tickets from backend.

✔  Email Notifications  – Automatic alerts for every new ticket and reply.

✔  File Attachments Supported  – PDF, DOC, XLS, JPG, PNG and more.

Description of Magento 2 Support Desk / Helpdesk

The extension provides the following functionality:

• Customer can create ticket easily on front-end or email support team's address.
• User can add replies to ticket.
• User and admin receive email notifications in case of a reply.
• Admin can manage departments.
• Admin can manage status values.
• Admin can set status for tickets.

Initial Configuration and Enabling the Extension

• Go to Helpdesk > Configuration.
• In “General Configuration”, set “Module Enable” to Yes.
• Enter License key in License key field (required field).
• E-mail – Email ID of admin for communication (required field).
• E-mail Notification to admin – Enable/Disable email for ticket generation and customer replies.
• E-mail Notification to Customer – Enable/Disable email for admin replies.
• Important:  After changing options, refresh Magento cache.

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Managing Departments

• Add/Edit/Delete departments assigned to tickets.
• Click “Add New Department” to create a department.
• Edit/Delete departments from list using actions.
• Use advanced filter for long lists.
• Export Departments in CSV or XML format.
• Set Status to Yes to activate department.
• Set sort order.

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Managing Statuses

• Add/Edit/Delete ticket statuses.
• Click “Add New Status” to create.
• Edit/Delete from list using actions.
• Use advanced filter for long lists.
• Export Statuses in CSV or XML format.
• Set Active to Yes to use status on tickets.
• Set sort order.

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Admin Tickets View

• View list of tickets generated by customers.
• View/Delete tickets using actions.
• Use advanced filter for long ticket lists.
• Export Tickets in CSV or XML format.

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View / Reply to Ticket by Admin

• Unique ticket number generated for each request.
• Complete communication history visible.
• Download customer attachments.
• Ticket information shown on right sidebar.
• Admin can reply from text area.
• Allowed file types: pdf, doc, docx, xls, xlsx, csv, txt, jpg, jpeg, png, gif.
• Change Status, Department and Priority from dropdown and click Save.

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User Ticket Dashboard on Frontend

Customer View – Ticket List

• Customer must be logged in to generate ticket.
• New “Helpdesk” menu added in Customer Dashboard.
• Customer can view list of tickets.
• Customer can view details using View button.

Ticket Creation by User

• Click “Create Support Ticket”.
• Enter Subject.
• Enter full problem description.
• Select Priority.
• Select Department.
• Enter Order No (optional).
• Add attachment (if required).
• Allowed file types: pdf, doc, docx, xls, xlsx, csv, txt, jpg, jpeg, png, gif.
• Submit ticket.

View / Reply Ticket by User

• Unique ticket number generated.
• Full communication history visible.
• Download attachments.
• Ticket details visible on sidebar.
• Reply using text area.
• Attach files with reply (supported formats listed above).

Note: A valid license is required for the extension to function. Please contact support@purpletreesoftware.com if you have not received license after purchase.

User Guide: Download.