Extension for Magento by Anowave
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.
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.
By default Magento Help Desk Pro supports 3 ticket statuses.
NOTE: It is possible to have more statuses if needed.
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.
NOTE: It is possible to have more priorities if needed.
The Help Desk system is sending email notification for every action that takes place in the system. The following notifications are supported:
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.
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.
This extension can be installed in a few minutes, by going through the following steps:
To enable Help Desk go to System -> Configuration -> Anowave Extension -> Help Desk configuration and set Enable Help Desk.
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
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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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.