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Details
Full control over the help desk services
Let's transform a boring support management in the absolutely simplified process with new Magento support software. In order to avoid unnecessary support, you can set up a time period for closing the inactive tickets. You can also allow your customer assign a ticket to the specific order. This definitely will help to clarify the issue. The Helpmate extension comes with Akismet module in the package. You can also use Captcha for protecting your website.Organized helpdesk ticketing system
The advanced ticket form was designed with a decrease of support requests in mind. The included Knowledge Base index page will output the possible answers right after the user starts entering an issue. Our module supports the multiple departments, so the issue will be solved faster without forwarding to another staff. After getting the email notification, your admins can respond to a ticket by using a quick answer based on the predefined template or via email. In order to provide clients with more clear and professional help, your support team can show the images, attach files to the tickets by adding comments and write the internal notes for better issue solving.Streamlined mailing service
The Helpmate extension supports multiple email gateways, therefore the tickets from different mailboxes will be automatically assigned to the specific departments. You can easily create new gateways for the appropriate departments in the module configuration. With our extension, you will be getting an email notification both about new and updated tickets. You are allowed to change the sender, set up the email templates for a user or admin notification and the templates for notification about an answer to the active/inactive ticket. Our module utilizes Magento cron job.Helpdesk department
Save more time through the request distribution between different support departments. Our extension comes with customizable department settings. You can assign the department to multiple stores as well to assign admins to the appropriate department that will be responsible for solving the support issues. This will help to streamline a workflow significantly. All admin users from the specific department will be notified about new ticket incoming or updated one. You can also assign the separate email gateway to the various departments.Help desk with built-in Knowledgebase
Try our module and forget about support requests. Help your customers learn how to find a quick answer that will solve the problem. Built-in Magento knowledge base is focused on the most common issues. You can use the module interface to create new articles and link them to the products in your store. You can suggest to users an advanced Contact us form with helpful custom fields before submitting a support ticket. The module also allows you to use the default Magento Contact us form. -
Additional Information
Magento Community edition CE 1.9.4.5, CE 1.9.4.4, CE 1.9.4.3, CE 1.9.4.2, CE 1.9.4.1, CE 1.9.4.0 Magento Enterprise edition EE 1.14.2.0, EE 1.14.1.0, EE 1.14.0.1, EE 1.13.1.0, EE 1.13.0.2, EE 1.13.0.0 Installation instructions and manuals Locales English - Reviews
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Customer Reviews
- World Class solution Review by Fayzi
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Next month when we launch our new system, we will replace our two-hundred per month Zendesk system with Helpmate. Imagine when a customer call you and ask an update about his particular order, by just looking at his order, any of your customer service staff can instantly track any tickets associated with the order. This coupling of order and ticket is what make this system great.
Quality Support
The service is also fantastic where this company add our feature request free of charge!
Maybe in the future, you guys should consider developing embedded chat system. The chat transcript then can easily be coupled with any ticket or order. We will ditch our chat system anytime for this one!
Thanks.
(Posted on 1/1/2014) - Great extension Review by Adam
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Used the knowledge base pages to house all my terms and conditions, about us and all other CMS pages. Extremely useful for FAQs and articles.
Quality Support
The help form makes it much easier to understand a customers needs.
Excellent idea and design. (Posted on 2/14/2013) - Amazing extension Review by Henry78
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We've been using that extension for last 4 week and our customers support got to really new level now. Perfect installation and ongoing support from Templates Master team as usual. (Posted on 8/22/2012)
Quality Support - best helpdesk extension Review by Daniela
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I was tested other extension of the competitors, the competitors have less features and are more expensive. If you ask to the competitors for help for the integration of the template, the only help if you pay a lot of money.
Quality Support
Here I was find a great extension that include the Knwoledge database, that the competitors sell in other extension for 200$, here are free included.
The knowledge works great, its show just at right of the contact menu and help for the customers to find the solution without send a ticket, and less work for us.
The extension works perfectly!, great integration and easy to use.
The support is fantastic. They solve a little issue very very fast.
I was buyed ask it extension too.. but for this I will write other review.
Sorry for my bad english. Both extensions working perfectly in www.dankek.com (Posted on 2/21/2012) - Great Support as always Review by Joey
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I really started to love these guys, the support is the greatest. All the products I bought here were all simply 5 stars, as well as the support. I give this extension 5 stars as well.. Thank you very much TM! (Posted on 11/24/2011)
Quality Support - Very good product and fantastic support Review by leni
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I bought this product some weeks ago mainly for the helpdesk ticketing tool. There were some features not as flexible to operate and I provided some feedback to the team of TM. They were really appreciating the feedback and just recently implemented some nice additional features/changes in a new version. Now this tool is almost perfect for me and I will use it to let customers request remote support via Teamviewer. As a bonus you will get a Knowledge base module which I implemented this week in my shop (www.ipcam-shop.nl) and already decreased my volume of emails and again some issue with the language settings was fixed in 2 days! This is extension # 12 I use from TM and probably not the last one I have purchased. For the team of TM I can only say, keep up the good work! And thanks for taking your customers serious. (Posted on 8/31/2011)
Quality Support - greatly recommended Review by Highlander
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It's second big extension we bought from templates master team. And it's even greater then previous one! We had some problems with email gateways configuration but we got great support as usual. The most exciting thing is tightly integrated knowledge base. We were able to reduce number of support request by almost 30% just in 1 month.
Quality Support
Best regards (Posted on 8/19/2011)