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Magento 2 Help Desk Ultimate New Features Release: Improved Quick Responses and Some More

Magento 2 Help Desk Ultimate New Features Release: Improved Quick Responses and Some More

Efficient and reliable customer support is essential for any business. It is very important to have a help desk to make your store work easier. After making a sale, your brand's interactions with customers don't stop there. By implementing a help desk, you can show your customers that you're a reliable and responsive company that cares about their satisfaction. Companies that respond quickly to their customers' are more likely to be recommended. Quickly responding to customer inquiries is one of the best ways to create positive word-of-mouth marketing for your business.

Help desks are important for any business, but they can be especially helpful for eCommerce businesses. This extension is designed to help store owners manage customer support requests and tickets more effectively. It provides a central place for customers to submit support requests, and allows store owners to view and respond to them in a streamlined manner. The Help Desk extension provides several features that are designed to make managing customer support requests more efficient and effective. For example, it allows store owners to view all support requests in a single place, and to filter and search them by various criteria. It also provides a customer request form that can be used to submit new support tickets, and a customer response form that can be used to respond to support requests.


What is Help Desk Ultimate?


Help Desk Ultimate streamlines the process of managing customer inquiries by introducing a user-friendly system that utilizes store resources. Help Desk utilizes a ticket system, customers may submit tickets via native Magento contact form, from the customer account section, or by directly emailing Help Desk gateway.

The tickets are managed at the ticket grid in the store backend and can be assigned to a particular help desk agent – store administrator user eligible to answer questions via the help desk. Help desk agents can reply to the tickets, set ticket priority, tie tickets to orders, and more. Finally, the ticket management process can be partially automated with the help of 'Automations' , a set of special events that allow sending notifications, changing priorities, and many more, depending on the conditions set.

One of the best Magento 2 help desk extensions on the market is Help Desk Ultimate by Aheadworks. It provides users with the following features:

  • Canned Responses
  • Reopening Tickets
  • Rejecting Patterns
  • Creating A Ticket
  • Ticket Pool
  • Ticket Page At Backend
  • Message Threads
  • Departments
  • Agent’s Card
  • Automation
  • Email Gateway
  • Customer Area

Help Desk Ultimate is designed to convert support issues and requests into tickets. Help desk agents can track the progress of these tickets, prioritize urgent issues, and respond to them on time.


Magento 2 Help Desk Ultimate 2.5


1. Quick Responses option for newly created tickets


Now with Help Desk Ultimate you can select the quick response for the ticket while creating it from the backend.  All canned responses created on the Quick Responses Page will appear on the list herein. On picking up a response, its text will appear in the text field above.

quick responses for support tickets

2. Option ‘Send from email’


If you don't want customers to contact team members directly, you can use this option to specify one particular email for customer responses and handling their problems. It's a great way to communicate and helps you get everything you need in one place. Another benefit is that you can keep your team members' email addresses private.

specify one particular email for customer responses

3. Change status of tickets in bulk via mass-action


Now you can change the statuses of the tickets in bulk via mass-action, so you do not have to change and save tickets one by one. You can save a lot of time with this feature update.

change ticket status in bulk

To sum up


The help desk is the go-to spot for customers and employees alike when they need answers or assistance. In today's business world, a help desk system can be a valuable asset for your company. Having a help desk system has many benefits, including enabling your customers to receive support, improving communication within your company, and increasing efficiency.

Install Help Desk Ultimate extension to provide clients with timely updates and convert users into loyal customers.