Magento Help Desk Pro
- In Stock
- Price:
- €49 90
- SKU:
- MAGE-HELPDESK
- Premium product
-
Leverage your customer care with Magento Help Desk Pro by Anowave. Ticket based Help Desk system optimized for any business.
Overview
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
- Customers can submit tickets directly from their account in the store.
- Help Desk agents can submit tickets from Magento's admin panel.
- Help Desk agents can reply to tickets directly from their email client.
- 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
Statuses
By default Magento Help Desk Pro supports 3 ticket statuses.
- 1) Open
- 2) Closed
- 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
Priorities
Magento Help Desk Pro supports 3 priority levels marked with separate icons.
- 1) Low
- 2) Medium
- 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) Upon ticket submission by customer, a notificaiton email is send back to customer to confirm ticket acceptance.
- 2) Upon ticket submission by customer, the corresponding department is notified by email that a new ticket has been created.
- 3) Upon Help Desk reply, customer is notified by email.
- 4) Upon customer reply, Help Desk is notified by email.
- 5) Upon priority change, Help Desk is notified by email
- 6) Upon status change, Help Desk is notified by email
- 7) Upon ticket escalation, new Help Desk department is notified by email
Fig. 2
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.
Backend
Address: 1.anowave.de/manager
P/W: demo/demo
Passkey v.1: demo
Frontend
Address: 1.anowave.de
All our products come with a 6 full months (180 days) of premium support. To report a bug, use our Premium Help Desk available in your account at Anowave.
User Guide & Documentation
Installation
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) Create new email account in your hosting provider.
- 2) Go to System -> Configuration -> Anowave Extensions -> Help Desk configuration
- 3) Expand the Gateway settings panel
- 4) Set "Use email gateway" to Yes
- 5) Choose protocol. IMAP or POP3. Recommended: IMAP
- 6) Set email gateway to the newly created account in your hosting e.g helpdesk@example.com
- 7) Insert host e.g mail@example.com
- 8) Insert port. Usually 25 for POP3 and 143 for IMAP
- 9) Insert login user
- 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.
Extensions for Magento
Anowave is an extension developer for Magento 1.x and Magento 2.x platforms. We provide a wide range of premium extensions for our in-house and public clients. The extensions we offer extend the capabilities of Magento and provide bespoke functionality. They also fill some gaps in the functionality provided by the base platform and help customers choose Magento as their preferred eCommerce platform.
The extensions we offer are part of our full-range Magento service, which also includes a Premium Helpdesk where customers can speak with actual software engineers and have their issues resolved without hassle. Premium-labeled modules also include free installation, configuration, testing, etc.