Help Desk Professional for Magento 1

Ticket generation form in Magento customer service extension allows customers to easily enter their details in text fields and select drop downs.

Customers can add the title and description of the ticket in the text fields

Enable/Disable file upload feature for customers. You can limit file size and the file formats as well.

You can select department priority as High, Medium or Low

This section allows you to view tickets and their details from manage tickets section

Ticket info shows you all the details entered by the client such as issue date, status, departments, priority and message history

Message history is presented in the middle with dates in accordion style. You can view the messages and replies by clicking on dates.

You can set ticket priority from configuration options as High, Medium or Low. The ticket produced by the client is automatically be sent to the default section.

Ticket status is displayed first on the form. it confirms if the ticket is new, pending, waiting for client response or spam

You can send reply message to the customer by entering custom message or using premade reply for it.

Files uploaded by the customers through the ticket form such as images and documents can be downloaded from ticket manger section.

Creating departments allows you to channel the type of tickets to the correct staff members

Create as many departments as you want

Writing department signatures give good impression to clients

Assign email addresses to departments

View all the related tickets from the respective department

This feature gives you the ability to preemptively prepare email templates for auto response to clients and staff

You can create and save unlimited premade replies. This allows you to attach these replies directly when a customer posts a ticket from the ticket manager section

You can customize settings from configuration options such as ticket priority, default department, status, default email and auto response.

Select Yes/No to Show/ Hide ticket priority and department on frontend. Set ticket priority and status with default email templates. This section also allows you to enable file upload and set file size limit and formats. You can select option for customers to post messages as well.

Configure notification settings for new tickets and new messages. You can also enter the default title for alerts, email address for alerts and email address for carbon copy.

Edit auto response settings by enabling auto response for new ticket, new message and when ticket is closed.