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Product Description
General settings to manage the workflow
Helpdesk as Magento 2 support module comes with a robust feature set to help your support team accomplish issues resolution process easily and quickly. Through the module configuration, you can activate the cron task, set an email notification about ticket update both to admin and user, and even create a blacklist for email spammers. The extension provides the extended ticket forms where your customers could attach files of different extensions. Among other features, there is captcha on ticket submit form and permission to create a support ticket by guests.
Support ticket management system
The M2 Helpdesk extension enables automating issues resolution process with ticket management. The module includes a user-friendly interface to help you manage tickets and answer them from the admin interface. You can easily create tickets on the Order page, customer information page or from tickets listing interface. You can also reply to the tickets via email. The module allows your clients to create tickets from their account pages, Contact Us or custom Helpdesk form. The KnowledgeBase with quick answers based on predefined templates is coming soon.
A dedicated support service via departments
The option to assign a ticket the dedicated department helps to avoid forwarding a customer query again and again, and therefore save time in resolving the issue. The M2 Helpdesk extension enables the creating multiple departments and redirects the different types of requests between various groups of the support team. That way you manage customer support requests in the most efficient manner. The module comes with accurate email settings. All admins assigned to a department will receive email notification on every new ticket created or updated in this department.
Two-way email integration
M2 Helpdesk extension provides an easy way to set a two-way communication between customer and support team. The faster communication, the more efficient issue resolving process. The module includes email storage interface to help you create multiple storages and assign them to appropriate departments or stores. That way the customers' messages will be assigned to different tickets. The communicating will be continued through the ticket only. That allows keeping responses pulled in together in the same place. As well it makes it easier for admin to follow up with a customer.
Release notes
Helpdesk 1.1.6
17h February 2020Fixed
- Add i18n translates for statuses,priotity,department
- Improve translate on frontend
- Email backward compatability with 2.3
- Marketplace data added
Helpdesk 1.1.5
15h January 2020Fixed
- Add AuthorName in email templates
Helpdesk 1.1.4
15h November 2019Fixed
- Meqp improvements
- Fixed filename conflict for apache %2f+ AllowEncodedSlashes On
- Fixed typo in department::addStoreIdFilter
Helpdesk 1.1.3
25h October 2019Fixed
- MEQP2 Fix: md5 => sha1
- Possible fix for store silter
- Revert gravatar url
- Installation instructions for clients added
Helpdesk 1.1.2
12th September 2019Fixed
- Added param deparment for select by default in form
- Added store filter(s)
Helpdesk 1.1.1
31st July 2019Features
- Fixed ‘No captcha at default contacts form
- Fixed get relitive path logic for attachments
Helpdesk 1.1.0
8th June 2019Features
- Add author_name column
Fixes
- Fix ‘No contacts form when module disabled’
Helpdesk 1.0.5
2nd May 2019- Fix Call to undefined method CurrentCustomer::getEmail() in ResourceModel/Ticket.php:206
- Fix comma typos in email templates
Helpdesk 1.0.4
16th April 2019- Minor updates
- Add Mail/Message::setFromAddress for 2.3.1 compatibility
Helpdesk 1.0.3
18th March 2019- Added nl2br
- Fixed customer and order ui-select (s) js freezing
Helpdesk 1.0.2
14th March 2019- Fixed table prefix bug
- Fixed error for Model/Ticket/Source/Order.php
- Added footer link
- Added translation; make priority values translatable
Helpdesk 1.0.0
26th January 2019- Initial extension release.
Questions (1)
Posted by SG, Monday, December 16, 2019 on product M2 Helpdesk
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0voteA: Yes sure. That is how it works by default.Posted by Peter Damien on Tuesday, December 17, 2019
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