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[M2] Help Desk Ultimate

Current extension version: 1.6.1 | Compatibility: CE 2.3.X EE 2.3.X

Configurable actions for automated processing of tickets
Ticket pages with detailed order info
Tickets can be sent to 'cc' recipients
Customizable quick responses
OAuth open-standard authorization protocol support
Integration with Coupon Code Generator

Help Desk for Magento 1 is also available.

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User Manual

Rating:

98% of 100

12 Reviews Add Your Review

As low as $299.00

In stock

SKU

ext.m2.hdu

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Description

Automated actions

Change ticket priority, status, responsible agents/departments, etc. automatically

‘All-in-one’ ticket page

View the main ticket/customer info and send messages to customers from a single page

Carbon copy emails

Send tickets to CC recipients to ensure the maximum privacy of ticket management

How Magento 2 Help Desk Ultimate Works

Effectively handle customer tickets with the Magento 2 Help Desk Ultimate extension! Manage tickets by assigning/re-assigning them to particular departments and agents. Reply with a prearranged response or type in your custom text, attach files to ticket threads and leave internal notes. Automate ticket processing, tweaking email alerts, status/priority editing, changing responsible agents/departments. Resend tickets to CC recipients.

Manage Customer Tickets Efficiently

Intuitive ticket processing

Ticket automation

Intuitive ticket processing

Our Magento 2 help desk extension introduces a convenient ticket details page with all the necessary tools at hand.

By-tab info

For convenience reasons, all the related ticket info is split into tabs. Clicking a tab Help Desk agents can view some corresponding information when drafting their reply to the ticket.

Message thread

With this Magento 2 support extension, your help desk agents can exchange messages with customers right from the same ticket details page and leave internal notes for admins.

Ticket coupon generation

Improve your Magento 2 ticket system by integrating the extension with the Coupon Code Generator module. Generate coupons from the same ticket details page!

Ticket automation

Thanks to this Magento 2 support extension, you can precisely set up automatic ticket actions.

Trigger events

You can configure automatic ticket actions by choosing among 6 predefined events.

Conditions & actions

Next, those are the conditions that will prompt the required action and the actions themselves (or a single condition set/a single action - depending on what your goals are).

Magento 2 Help Desk Ultimate Feature List

Help desk management

Agent user assigning
Department assigning
Ticket priority/status changing
Agent/department reassigning
Automatic action setting

Ticket processing

Detailed ticket info
Message threads
Canned responses
Internal notes
File attachments

User experience

Ticket submission via a contact form
Ticket submission from a customer account
Details per customer ticket

Other features

Integration with Coupon Code Generator
CC ticket recipients
OAuth Support

Reviews 12

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Demo

Back-end demos

Front-end demos

Product Questions

Change Log

1.6.1

Released 01.06.2020 * Error occurs after saving a ticket on the Ticket Edit Page
1.6.0

Released 14.05.2020 + OAuth support * Information about total orders/items is empty in Ticket * Error appears in logs while trying to open non-existent Department or Quick Response * Ticket is not created If email attachment contains hieroglyphs in name * Duplicated tickets created via Contact Form on double 'Submit' clicks * Tickets stopped being created from gateway emails * Email parsing is stopped If the username is similar to the email format * Fixed issue with files uploading
1.5.2

Released 12.02.2020 * Fix for Magento Marketplace
1.5.1

Released 31.01.2020 * Fixed issue when canned response of more than 1 line does not show up on Tickets page * Module main menu and Magento menu are not clickable on Ticket page
1.5.0

Released 08.01.2020 + Canned responses/macroses + Added loading indicator when customer adds attachment * Minor design improvements * Fix for Magento Marketplace
1.4.1

Released 30.10.2019 + Data Migration tool for Magento v. 2.2.X-2.3.X * Fixed issue with Mass actions on "Departments" page * Error occurs after 'Automation' or 'Tickets' grid is clicked * Fixed issue with duplicated email headers * Fixed issue wit files attachment * Magento EQP tests fix * Error occurs on an attempt to create a ticket in the backend (Magento 2.3.3) * Fixed issue when Tickets aren't created via Gateway * Tickets belonging to a department disappear after disabling the department * Error appears on a ticket page if an admin doesn't have permissions to update tickets * Fixed issue with disabling the department on its page * Fixed issue when Department permissions don't work correctly * Minor design improvements
1.4.0

Released 29.05.2019 + Email to ticket conversion improvement: "Type your reply above this line" + Agent is brought back to the list of tickets when the ticket was marked as "pending" or "solved" * Fixed issue with the migration script * Minor UI fixes
1.3.5

Released 14.02.2019 * Fixed issue when extension emails are not routed correctly
1.3.4

Released 01.02.2019 * Magento 2.3 compatibility
1.3.3

Released 14.12.2017 *Fixes for Magento Marketplace
1.3.2

Released 01.11.2017 * Magento 2.2 compatibility adjustments * Installation issues * File cannot be attached in case it contains spaces in its name
1.3.1

Released 05.09.2017 * Resizable "Customer group" area * Agent can't reply to customer via email notification * "All roles" permissions adjustments * Emails parsing stops if email contains illegal chars or email without headers * Automations issue * Ticket can be assigned to unselected agent * Ticket can be created with Enter button * HDU migration tool issue * Incorrect attachments location * Static tests issue
1.3.0

Released 10.07.2017 + Email templates improvements * Magento Marketplace issues * Link to a ticket in email notification for admin * HDU crashes dictionary generator * All backend users are displayed, including the disabled ones * Backend Ticket design adjustments
1.2.0

+ Department permissions + Migration script (import of tickets from M1 extension) * Resizable reply area * Email subject should contain ticket subject * Re-design ticket thread * Guest ticket isn't opened in Customer Area when guest creates account at Storefront * Fatal error if sending email is not possible
1.1.0

Released 18.11.2016 + Departments added + Multiple email gateways added. Each department may have its own email gateway. * Security issue fixed
1.0.2

Released 13.10.2016 * Magento 2.1 composer.json compatibility
1.0.1

Released 26.08.2016 * Admin with restricted permissions can't reply to ticket at Admin
1.0.0

Initial release 22.08.2016