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Help Desk Ultimate for Magento 2

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

Improve customer service with an automated ticket solving process.

  • Configure automatic actions for different types of events
  • Create canned responses
  • Manage tickets on user-friendly layout
  • OAuth open-standard authorization protocol support
  • Integration with Coupon Code Generator
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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
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
Write Your Own Review
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  • 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
Reasons to choose Aheadworks
Fostering wellness and allowing for the feeling of support and care, we help customers in no time.
Constantly seeking ways for improvement, we write clean code, subject to timely refactoring.
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