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Support Desk / Helpdesk for Magento 2

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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: 2.0, 2.1, 2.2

User Guide: Download from here.

In stock
SKU
magento2-helpdesk
Now Only $49.00 Regular Price $99.00

High quality coding

Experienced eCommerce developers

Quick support

Upto 70% discount on extensions

Magento Helpdesk
Now Only $49.00 Regular Price $99.00

demo banner

Frontend: Click here

Customer Panel: Click here to login

Email: roni_cost@example.com
Password: roni_cost3@example.com

Admin Panel: Click here to login

username: demo_admin
password: demoadmin123

Download User Guide from here.

description banner

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

  • 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.

Configure

Managing Departments 


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


Departments

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.

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.

Ticket

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.


ticketview


User Ticket Dashboard On Frontend

Customer Ticket

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.


Ticket Creation by User

  • To generate new ticket, click on “Create Support ticket”.

  • Enter Subject.

  • Full Description of your problem.

  • Priority – urgency for the support.

  • Department – select from list.

  • Order No – if support is required for any particular order number, enter order no, else leave it blank.

  • Add attachment to your support ticket.

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

  • Submit your ticket.

Customer Generate


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

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

Customer Reply


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You must Download User Guide from here to solve any basic issues regarding installation and configuration.

We recommend using detailed user guide of the extension before trying to install it. In case of any issues, open a ticket with our helpdesk from here.


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