If you’re looking for a complete help desk solution, you’ve got it. No more lost emails and forgotten answers. Helpmate extension is a next-level support request manager. It comes with completely clear and accessible interfaces which guarantee the quick response to a ticket. The module simplifies the workflow both for admin and for your customers. Now your customers can specify the priority of the issue, attach multiple files to the ticket and assign it to the specific department. The module comes with built-in Knowledgebase that will help your customers find an answer without sending a ticket.
Our help desk Magento extension development was focused on saving both yours and customers time through involving into quick and clear support service. Say No to the support through the e-mailing. Allow users to submit the tickets via the web interface, an email or a customer account. Provide them with helpful knowledge base articles based on already solved issues. Help your customers get quick help and keep in mind the positive user experience only. This way you will considerably reduce the number of support requests.
The Helpmate will also help your service staff to improve an assistance by closing the inactive tickets. Give your admins an additional time to make the support more outstanding for users who really need the support.
Extension approved on Magento Marketplace
- Free installation
- Activate up to 10 times
- All extensions $79
- Approved on Magento Marketplace
Installation instructions and manuals
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.
Helpmate 1.7.18
9th June 2021/strong>- Add light status,proirity etc. changes
- If the file does not exist, it will be created
Helpmate 1.7.12
25th May 2019/strong>- Fixed missing page title at contacts page (overriden) when layout cache is enabled
- Add patch for issue #68 (Problem with Referrer-Policy strict-origin header)
- Get configured email template by store id
Helpmate 1.7.10
26th December 2018- Fixed issue with global_search
- Fixed require_once HTMLPurifier
Helpmate 1.7.9
23th October 2018Fixes
- Fixed ‘User get empty email when private message is posted’ close #65
- Improved JavaScript code stability for admin interface
- Workaround to show SELECT elements hidden with materialized
- Fixed frontend rating functionality
- Reverted ‘show/hide editor button’
- Fixed cron task methods locations
Improvments
- Renamed helpmate_send_ticket_answer => helpmate_notify_customer_ticket_change
- Splited big class Observer.php
Helpmate 1.7.7
22th August 2018- Added Materialize design to tickets view
- Fix line breaks bug on the frontend
Helpmate 1.7.6
22th May 2018- Fixed getTimeAgo
- Fixed getFileUrl without default store id
Helpmate 1.7.5
28th February 2018- Updated translates
- Moved archive email to bbc header
- Fixed double event call bug (helpmate_notify_customer_ticket_create)
Helpmate 1.7.4
30th of January 2018- Set default priority value for usePriorityOnFrontend == false case
- Disabled unsupported dashboard tickets grid functionality
- Fixed encoding bug
Helpmate 1.7.3
16th of January 2018Improvements:
- Fixed incorrect ticket identification by In-Reply-To header
- Multiply updates
Helpmate 1.7.2
27th of October 2017Improvements:
- Removed code dublication
- Fixed xss vulnerability
- Fixed empty letter bug (change status)
- Improved MEQP
Helpmate 1.7.1
25th of September 2017Improvements:
- Fixed MEQP
- Blacklist email logic was improved
Helpmate 1.7.0
25th of May 2017Improvements:
- Fixed lost guest email bug
- Improved attachments rendering
Helpmate 1.6.9
15th of May 2017Improvements:
- Fixed problems with missing attachments bug
- Improved backend files attachments interface
Helpmate 1.6.8
24th of April 2017Improvements:
- Add opened tickets count in admin header
- Check if user is logged in when showing file
- Fixed error when break time is empty
- Add check before dapartment remove
- Add decorate name for ticket grid
- Don’t send email for blacklist emails
- fetch_enable conf option was added
- Last replier column was ‘added’
- Improve __addNewTheard logic
- Fix bug double send email when ticket create from backend
- Trim email
- Add ticket from backend call helpmate_notify_customer_ticket_create
- Code cleanup
- Unix encoding improved
Helpmate 1.6.7
9th of February 2017Improvements:
- Knowledge base module was updated to 1.6.7 version.
- New style changes, mobile styles, modified markup according to HTML5
- Recent block was added
Fixes:
- afterLoad total count was fixed
- Unix encoding
- Improve auto-generated url identifier
Helpmate 1.6.6
23th of December 2016Fixes & Improvements:
- add departmentId param checking
- Email extension updated
- SQL query error with dot was fixed
Helpmate 1.6.5
23th of August 2016Fixes & Improvements:
- Expand-quote feature was added
- Product grid action was added
- Escaped native mail html code bug was fixed
- Helpdesk helper calls was fixed
- Notice Undefined variable: year was fixed
- Fixed problem with escape dom structure warnings
- Don't show create ticket button in order interface when helpmate is disabled
Helpmate 1.6.4
19th of May 2016Improvements:
- New frontend blocks structure
- Add table knowledgebase_faq_product instead of product attribute
- Improved logic for controlling duplicate answers
Fixes:
- Mail logo image bug was fixed
- Wrong title and meta description bug was fixed
- Text escaping for better secure
- Fulltext index was fixed
- Captcha reload logic fixed
- Knowledge base db installer fixed
- Deprecated index customer_concat_data removed
- Added style for long tickets list in right column
- Added partical support for outlook quotes
- Added expand button for e-mail blockquotes
- Removed hard-coded http protocol in Gravatar image link
- Minor improvements
Helpmate 1.6.3
17th of November 2015- Mage 1.9.2.2 compatibility was added {{block
- Statistic logic was fixed
- Installer was improved
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