Magento Help Desk Pro

Extension for Magento by Anowave

  • In Stock
  • Price:
  • €49 90
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  • Premium product
  • Premium product

Leverage your customer care with Magento Help Desk Pro by Anowave. Ticket based Help Desk system optimized for any business.


Magento Help Desk Pro allows you to leverage your customer support by introducing intuitive, user-friendly ticket support system. It will allow you to reduce call volume by introducing a web based interface for your customers to submit tickets and get help.

Key features

  • Ticket based Help Desk
  • Departments support
  • Ticket escalation support
  • Role decentralization
  • Prioritization
  • Ability to assign order to ticket.
  • AJAX based ticket filter.
  • Ticket tracking & statistics
  • Web and email support
  • Email gateway support
  • Ticket types (NEW)
  • Does not rewrite existing code, blocks, controllers and modules.
  • Suitable for custom themes.
  • No monthly fees.
  • Ability to Turn on/off the entire Help Desk on demand directly from admin panel.

Ticket flow

  1. Customers can submit tickets directly from their account in the store.
  2. Help Desk agents can submit tickets from Magento's admin panel.
  3. Help Desk agents can reply to tickets directly from their email client.
  4. Customers can reply to Help Desk replies directly from their email client.

Intuitive interface

The Help Desk interface is simplified to provide faster access and maintanence. See Fig. 1. Ticket creation includes the minimum amount of required fields. Unlike other similar solutions, the Help Desk introduces ticket types to allow more flexibility and effective ticket tracking and reporting.

Fig. 1

Magento Help Desk Ticket options


By default Magento Help Desk Pro supports 3 ticket statuses.

  1. 1) Open
  2. 2) Closed
  3. 3) Waiting for customer response

NOTE: It is possible to have more statuses if needed.

Intuitive Unique Ticket ID generation

The Help Desk is using a simple, yet effective and meaningful ticket ID generation. The following pattern is used:

E.g: XKI-2014-6-20-1 where

XKI - 3 Random Uppercase letters
2014 - Year of ticket submission
6 - Month of ticket submission
20 - Day of ticket submission
1 - Unique number


Magento Help Desk Pro supports 3 priority levels marked with separate icons.

  1. 1) Low
  2. 2) Medium
  3. 3) High

NOTE: It is possible to have more priorities if needed.

Email notifications

The Help Desk system is sending email notification for every action that takes place in the system. The following notifications are supported:

  1. 1) Upon ticket submission by customer, a notificaiton email is send back to customer to confirm ticket acceptance.
  2. 2) Upon ticket submission by customer, the corresponding department is notified by email that a new ticket has been created.
  3. 3) Upon Help Desk reply, customer is notified by email.
  4. 4) Upon customer reply, Help Desk is notified by email.
  5. 5) Upon priority change, Help Desk is notified by email
  6. 6) Upon status change, Help Desk is notified by email
  7. 7) Upon ticket escalation, new Help Desk department is notified by email

Fig. 2

Magento Help Desk Email notification

Extension version
Magento platform version
User experience,Administration,Manager enhancements

This extension can be evaluated online on our staging servers. If you have any further questions, please do not hesitate to contact us. We'll be happy to clarify things for you prior to making a purchase.




P/W: demo/demo
Passkey v.1: demo




Our products come with a premium support. To report a bug, use our Premium Help Desk available in your account at Anowave.

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User Guide & Documentation


This extension can be installed in a few minutes, by going through the following steps:

  • Download/purchase the extension
  • Unzip the file in a temporary directory
  • Copy folder "app" and paste it in your Magento installation root directory. This extension will NOT replace existing code.
  • Go to your admin panel and clear cache. Hit refresh on any of your Magento pages and you're done.

Enabling Help Desk

To enable Help Desk go to System -> Configuration -> Anowave Extension -> Help Desk configuration and set Enable Help Desk.

Enabling Email Gateway

To enable your Help Desk agents and store customers to communicate over email, you need to create and activate email gateway. The gateway is a separate email account used by the Help Desk extension to retrieve and intercept Help Desk to customer communication.

It must be separate email account NOT used by any person or system.

Enabling gateway requires 2 important steps

  • a) Configuring extension settings
  • b) Creating automated cron task on your server

Configuring email gateway extension settings

  1. 1) Create new email account in your hosting provider.
  2. 2) Go to System -> Configuration -> Anowave Extensions -> Help Desk configuration
  3. 3) Expand the Gateway settings panel
  4. 4) Set "Use email gateway" to Yes
  5. 5) Choose protocol. IMAP or POP3. Recommended: IMAP
  6. 6) Set email gateway to the newly created account in your hosting e.g
  7. 7) Insert host e.g
  8. 8) Insert port. Usually 25 for POP3 and 143 for IMAP
  9. 9) Insert login user
  10. 10) Insert login password

Configuring automated cron task

In order to make the extension work automatically, the cron.php file located in the Magento root will need to be run periodically, for example every 2 minutes.

Ex.1 Typical command line for CPanel

*/5 * * * * php -q /home/htpdocs/cron.php

Ex.2 Typical command line for CPanel with CGI

*/5 * * * * /usr/local/bin/php /home/cron.php

* Note that path to php and cron.php can be different on your server.


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Who are we

Anowave is in business since year 2007. Since then we've been developing web sites for customers in UK. We are focused primarily on providing web based solutions build on top of open source technologies such as PHP, MySQL etc. The company is powered by highly skilled professionals including top level software developers, talented graphic designers and broadminded managers.

Unlike other development companies, we are focused on providing a solid, high performance and 100% bespoke software for our clients and partners. We've been developing an in-house content management system called Anowave.