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Xtension Galaxy

Help Desk

aheadWorks Help Desk Ultimate

The Help Desk Ultimate extension is a turnkey solution for Magento-based websites. It’s a perfect customer care and support Magento module with an efficient case tracking and resolution system indispensable for a successful e-commerce business.

About Developer

aheadWorks is a dynamic market leading provider of Magento extensions, Magento templates and themes, and custom development services with a comprehensive portfolio of best-in-class solutions for eCommerce businesses.

We have launched numerous powerful extensions to the world’s fastest growing eCommerce platform Magento which serve to address gaps and exploit every opportunity in the entire eCommerce process. Whether it is user interface or marketing or operations management, you will find an extension that fulfills your needs.

aheadWorks Help Desk Ultimate

Streamline your communications into a single channel!

The extension is capable of collecting the correspondence from multiple sources. No matter how a customer posts their request, the extension will fetch it to the proper destination. Leave the message delivery to the module, and let your Support team focus on serving the clients!

  • Multiple submission options:- From Customer Account
  • Via native Contact Form
  • Via Email
  • From backend
  • Spam protection:- Bot-protected web-forms
  • Email rejecting patterns
  • Accept tickets via Email
    Just set up an email gateway - and the extension will parse all the email messages going through it to backend, preserving the assignation and other ticket attributes.
  • Flexible email gateway settings
    Use any mailing service you want: the email gateways support POP3 and IMAP protocols, with or without SSL/TSL encryption.

Rationalize your workflow!

The extension is designed to put your customer service in good order, and it offers all the crucial means for achieving this goal. With the extension, you can make sure that every single inquiry is taken care of timely, and no aspect is omitted or lost.

  • Flexible ticket assignation system
    Distribute tickets between unlimited Departments and Agents and let the proper person answer each query.
  • Effective Ticket Management
    Queue your tickets according to their Statuses and Priorities.
  • Ensure authorized access
    Use the Admin user-based ticket viewing restrictions and Ticket Lock functionality to make certain that sensitive information is kept private.
  • Powerful Notifications system
    From a simple request acknowledgement email for customer to reporting every step of the case processing to a supervising agent - all automated.
  • Complete communications history
    Whenever there's a need to recover any detail of a customer's query, you'll have no problem with that, as the module carefully saves every bit of information.
  • Detailed Ticket Grid
    Get all the important ticket information on the grid page, including department, subject, order number (NEW!), store view (NEW!), rate (NEW!), creation date, etc.
  • Fast Ticket Creation from Backend (NEW!)
    A new Help Desk Tickets tab is added to the Order View and Customer Information page to simplify ticket creation and management. For a quick tickets track, their quantity is right on the tab name.
  • On-the-fly Ticket Management (NEW!)
    Manage tickets on the fly from the grid page in the popup window. Click the Manage link for a correspondent ticket and easily change the agent, department, ticket status or its priority. Moreover, add a message to the agent you assign the ticket to.

Monitor the effectiveness of your customer service!

It is crucial to stay constantly aware of the situation is your customer service department. With its built-in reporting system, the extension presents you with everything you need to monitor, measure and control the work of your support team.

  1. Work out the best practices for ticket replies (NEW!)
    Now your clients can provide feedback on support received by rating tickets from 1 Poor to 5 Excellent. Rating is optional and can be changed on a customer side any time. All correspondent information is available in the Ticket grid and on the Ticket Information page. As your agents are not allowed to change tickets’ rating, this data is a perfect base both to evaluate your team performance and to establish the best strategies & tactics for outstanding customer support service.
  2. Workload Report
    Get the instant overview of your support staff's current load levels - per-agent and per-department ticket totals grouped by Statuses and Priorities.
  3. Ticket Statuses Statistics
    This reporting option is a means to analyze your client's behavior - when they submit new tickets, when they respond the most, etc.
  4. Agent Statistics
    The effectiveness of each of your agents measured by the average response and ticket closing times.
  5. Receive Carbon Copy of each message
    You can have a copy of every message that goes through the Help Desk sent to a specified mailbox (-es).

    Customer satisfaction guaranteed!

Customer service is about solving problems, not multiplying them. The Help Desk Ultimate extension guarantees the accessibility and transparency of your support procedure. Your customers are supplied with all the means they need to comfortably raise, track and close their tickets.

  • Easy-to-use
    Simplify customer communications with a comprehensive and intuitive ticket management section introduced to Customer Account dashboard.
  • Guest ticket access
    Make it equally easy for your guest users to apply for support. Along with Email Parsing, the External View link gives your guests all the advantages of the Ticket View webform without the necessity to create an account.
  • Optional Department / Priority selectors
    Enable your customers to lodge their inquiries to the desired destination.
  • Let your customers be heard!
    If a customer has a complaint or comment regarding a ticket, they can apply directly to a supervisor via "Escalate Ticket" option

Break free from expensive external services!

An affordable industry-class Help Desk / Case Tracking solution that works inside your Magento, with no subscriptions to external services and/or additional connector modules? That's exactly what we are offering!

  • No usage fees
    You only pay for the extension upfront and get all the advertised functionality. What you don't get is any artificial limits on the number of tickets, departments or agents
  • Works inside your Magento
    The Help Desk Ultimate extension is fully integrated into Magento and does not require any external sources to operate.
  • Fully customizable
    You have full control over the module. Including the source code. Yes, we mean it: if the exact option you need is missing - you can add it.

Get better results with less effort!

Don't let your staff's time and effort be wasted on performing routine tasks: collecting customer information, typing answers to typical questions, signing the messages and so on. The extension presents an admin user with all the relevant info and options they may need to quickly respond to a ticket.

  • Advanced Ticket View screen
    A backend user has all the necessary information and options gathered in one place, including: - Customer details
  • Up to 5 customer's latest orders
  • Up to 5 customer's latest tickets
  • Tailored for Multistore installations
    Get your departments and associated options separated between your stores, so that your staff do not get lost in unrelated records.
  • Quick Responses
    The extension allows creating answer shortcuts, that can be inserted into the message in just one click.
  • Ticket auto-expiration
    Let the extension handle clearing your support queues by automatically closing tickets after a period of zero activity.
  • Entities linking
    Get the tickets cross-linked with the customer accounts and orders, and navigate seamlessly between them.
  • Admin-only notes
    Make sure the important bits of information are always highlighted via Ticket Comments and shared Customer Notes.
  • Smart tickets grid
    Get the extension fine-tuned to your workflow with pre-defined filters and customizable "View Tickets" grid.
  • Ticket Search
    Let massive data not be an obstacle - you can locate any ticket easily with the extension's built-in search functionality.

Versions History

Version : 2.10.11

There are no release notes for this version.

Version : 2.10.10

There are no release notes for this version.

Version : 2.10.9

There are no release notes for this version.

Version : 2.10.8

There are no release notes for this version.

Version : 2.10.1

There are no release notes for this version.

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