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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
User Manual
Rating:
98% of 100
As low as $399.00
In stock
SKU
ext.m2.hdu


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
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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
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