For Magento 1, aheadWorks have already created an awesome help desk module which received 65 five start reviews to date and counting. Using the expertise gathered over the years, they have developed the brand-new Help Desk Ultimate for Magento 2 extension which has just seen the lights of day.
This module allows you to manage customer tickets fast and efficiently by offering a high quality customer service 24/7 at the same time. Help Desk Ultimate for Magento 2 (HDU) features a flexible and extendable workflow. Ticket automations allow you to automate quite a lot of steps – starting from ticket confirmation to changing of ticket status to “solved”. Thus support agents can spend more time on more important tasks.
- Launch an efficient help desk
- Ticket creation via customer account, contact form, backend & email gateway with automatic ticket creation
- Ticket processing
- Dedicated ticket page with
- Ticket details (status, priority, agent, etc.)
- Chat area
- Auxiliary details about client such as past orders & tickets
- Communication options
- Agent-to-client communication
- Chat section supports attachments, CC recipients, system messages & internal notes not visible for clients
- Ticket processing automation without the need of any admin actions
- Option to create new automations with custom trigger events, event conditions & extension actions
- Use of pre-defined automation rules & email templates
- Select agents who are responsible for ticket processing
- Customer features
- Help desk tab in customer account with existing tickets & creation form for new tickets
- Ticket page: Ticket status, message history & chat area for sending new messages & attachments
- Ticket history with old & ongoing tickets
- Customer can either respond via their account or email reply
Great featues for supercharging your online store in terms of support, right? Plus there are no alternative solutions on the market to date.
Even though the M2 version is not as feature-rich as the M1 version yet, it is a must-have extension for simplifying and supercharging your customer support. More cool features will come in later editions, so stay tuned!
Pricing, Support & Updates
Help Desk Ultimate for Magento 2 can be purchased for just $299 for the Community edition and $1,499 for the Enterprise version. Upon purchase you will receive free updates for life. Free support will be provided for 90 days (CE) and 360 days (EE). You will also receive a free installation and a Personal Account Manager.
Existing customers of the Help Desk Ultimate for Magento 1 extension can migrate to Magento 2 at half price.
aheadWorks are providing an installation guide, user manual and a knowledge base as well as a 45 day money-back guarantee.