Help Desk MX
Help Desk MX - is an essential and must have extension for every Magento store, that allows you to provide a complete customer care service and excellent support attendance. Allows every customer to submit support request in the most suitable manner.
Community 22.214.171.124 - 1.9.1
Enterprise 126.96.36.199 - 188.8.131.52
Overview Help Desk MX
Help Desk MX allows every customer to submit support request in any suitable for him manner. Tickets can be created via email, contact form on the site, personal account, offline chat (Zopim, Livezilla, etc).
Help Desk MX collects incoming messages from the mailboxes and convert them into the tickets or into the response for a certain ticket. As only team member or customer will reply to the ticket via e-mail, his response will be tracked in the system and will be delivered to the recipient.
Store manager is always able to track and control tickets. He can track the all kinds of tickets: responded tickets; tickets to respond; the history of communication with a client; response time and the quality of the response to the customer's request.
Therefor, Help Desk MX provides you with all the necessary options in order to organize the most effective communication process with your customers to be executed on the highest level. Its a great way to keep in touch with your current loyal customers and with absolutely new ones.
Features for Customers
A customer can create and submit tickets in the following ways:
- By sending an email to the support service (eg. firstname.lastname@example.org)
- By using a contact form on site
- By offline chat (Zopim, Livezilla, etc)
- By using a personal account
A customer is able to reply on ticket:
- Replying on the email he has received from support service
- Replying via personal account
- Replying via contact form (direct link, without login)
A very convenient communication form is engaged on every single page of the web site
Any customer is able to leave a message at any time, absolutely simple.
A customer is able to create a new ticket or to reply on pending ones via personal account
He is also able to track the communication history.
Creating a ticket, customer is able to set up the priority of the ticket and to appoint the department
The ability to enclose files into the email.
Customer satisfaction surveys
Allows customers to rate your support team responses. Customer also can add a message, a note to his rate. This feature helps a client to deliver his personal opinion on service quality to store owner. This feature is vital, especially if you are aiming to establish a long term relationship with your potential customers and to increase a stream of new clients.
Hidden ticket ID
You can configure to display or hide a ticket number in the title of each email.
If the number of the ticket will be displayed, then it will be easier for a user to find it. If the number of the ticket will be hidden, then every email your customer will be receiving from your support team will be looking more friendly and personalised.
Features for Support team
Full integration with Magento
An ability to include the support team member into different departments in the same time.
The tickets can be automatically assigned to the department, if they were received via different channels or from different mailboxes
Custom ticket statuses. You can add any number of your own statuses.
Very convenient and powerful user interface:
- An ability to assign a ticket to a specific team member or department
- An ability to link the ticket with a customer and his order
- An ability to leave an internal messages, marks and notes that will be visible only to the team members
- An ability to enclose files to the message
- An easy system to filter tickets. For instance, there is an option to select pending tickets assigned to a specific team member
- Powerful search system
The history of correspondence on the ticket
The ability to reply on the email via email with tracking in the helpdesk
An email notification about new tickets
You are able to create templates for the typical email responses. This feature will significantly speed up your support team work. Inside templates you can use different variables (eg. customer name, order number etc.)
Custom Fields for tickets
You are able to create your own fields for the ticket. Those fields can have different types (text, dropdown list, checkbox, calendar). They can be public or only for the internal usage.
Ability to move ticket to the Archive manually or if ticket has received some status
Ability to setup reminders or change ticket's attributes by schedule.
Tickets report. Allows to analyse following data:
- New Tickets Number
- Solved Tickets Number
- Solved Tickets %
- Total Tickets Number
- 1st Reply Time
- 1st Resolution Time
- Full Resolution Time
Customer Satisfaction Report. Allows to analyse following data:
- Number of votes (Great/OK/Bad)
- Total Responses Number
- Satisfaction Score
- Response Rate
All reports allowing you to analyze the information as a whole; in particularly (by every store department: by every member of support team). Reports also include graphics which allows you to analyze the dynamic of changes in a very convenient way.
Integration with RMA extension
Integration with Knowledge Base extension
You are able to create your own business rules to automatically process tickets when ticket is created, updated or by cron. Rules can change tickets properties or send various notifications to the customer, ticket owner or all department members. Rules can have various conditions. E.g. Auto-set ticket status to 'In Progress' after first reply of support team, notify all department members when new ticket is created, send reminder to the ticket owner if there is no reply during 3 days, etc.
Third Party Collaboration
You can contact your suppliers in any ticket. The third party collaborator simply answers the email that he receives and Help Desk MX automatically adds the message to the ticket's thread. You can refer to the third party collaborators publicly and the customer will be able to see your conversation in the ticket or you can make the conversation private and only the managers of the support service will see it. All conversation regarding single question will be within single ticket thread.
- 2-way email parsing. Multiple mailboxes support. IMAP, TLS Support
- The communication form is flexible to configure through the admin interface
- The ability to customize email templates through the admin interface messages
- An effective spam protection
Compare with other systems
Compare to the other Help Desk systems (Zendesk, Kayako, Osticket, etc)
Help Desk MX has an expanded following advantages:
Fully integrated with Magento
All the information is stored in one place: a customer profile, the history of orders, previous treatment, his previously submitted requests. The previous request links the ticket to the order, etc.
Using this extension you pay only ones, when using SAAS you are obligated to pay monthly fee. Therefore, our extension is very cost effective
Help Desk MX has a high level of data protection
All the data stored at your e-store database and you do not share the information about your customers with a third party.
The module is delivered in source code. You can easily customize it to fit all your requirements
Very simple to install and to setup. First time I buy at Mirasvit but I am completely satisfied !! Quick support for information, extension working great and 0 bug within today. Helpdesk is powerful and completely customizable. Nice job!
Great! Mirasvit created this extension.
a very clean, nice extension that loads and works seamlessly. Nice chart reporting features etc. Email polling is perfect. Support is excellent as well.
Great magento extentions with usefull and flexible/adjustable functionality, and the much more important thing - outstanding, or i should say, awesome customer support.
Very fast reply directly with the requested solution.
Usually everybody is concentrated on sales, but the real road to success is the customer satisfaction and service offered. With Mirasvit Help Desk MX you have a powerful instrument to manage all your customers' requests in a clear and effective way. Easier than a chat, less expensive in human resources, more effective in problem solving.
Technically this is a great piec of code: I installed it with any problem on my modded magento 1.8. The only suggestion I feel to give is to make the pop up responsive as it does not display properly on small screens as smartphones. I just added a line to make the button on the left disappear under 990px resolution (thanks to my theme).
We are using five extensions developed by Mirasvit. This is our newest addition. After testing Zendesk we decided to use Help Desk MX. It does everything that zen does, but better. I would high recommend it. Support is the best in the business.
We're very happy with the quality of Help Desk MX. Features are well-designed and work perfectly. Allows our support team to tackle a high volume of tickets. It is also includes excellent reporting so we can track how effective each agent is and identify problems. An excellent extension and must have one!
I have it for about 2 weeks. It was the best decision to buy help desk from Mirasvit. I have heard about your company, and this time decided to purchase an extension in your store. Brilliant and i would say that such responsible developers its not that easy to find. Cheers!
This is simply a great Magento extension.
Is easy to install, and integrates seamlessly. So far only positive feedback. I have decided to choose this extension in your store coz i bought your FPC (does miracles in my store) and i was absolutely amazed by your support team. Saw the demo and understood that this module is exactly what i was needed. The combination of price and functionality is great.
184.108.40.2066 Dec 17, 2014
- When we create a ticket for guest customer, customer name is empty
220.127.116.114 Dec 17, 2014
- Autosave draft of reply in backend
- Notify if two users has opened the same ticket
- Improve parse body from emails
- Add limit by timeout for fetch cron job
- Allow to fetch tickets by using shell/helpdesk.php
- Exception in cron Mirasvit_Helpdesk_Helper_Mail->sendNotificationReminder
- Fix ticket attachment backend URL
- Magento block in the email breaks message output
- Helpdesk hides xml/html code in messages
- In some cases, we have observer error during installation, because tables are not created yet
- In some cases we have error during installation "Mage registry key "_singleton/Mirasvit_Helpdesk_Model_Observer" already exists"
- In some cases, the tickets grid we have SQLSTATE: Integrity constraint violation: 1052 Column 'department_id' in where clause is ambiguous
- Ability to translate labels in dictionaries
- Add support of extension BL_CustomGrid
- Allow to show View link in main tickets grid
- Some incoming emails do not have 'Message ID'. Helpdesk can't fetch them in some cases.
- In some rare cases we have SQL error during installation (duplicate key name 'mstcore_urlrewrite_index1')
- Wrong messages date in the frontend ticket view
- The ability to see customer past tickets when viewing current ticket.
- Encoding problem with russian chars
- In some cases links in messages are incorrectly parsed and don't contain full url
- Attachments are downloaded without extension in FF (affected RMA extension)
- Allow attach files in magento contact form
- Some attachments are not parsed
- Helpdesk trims links after '?'
- We need to make 'internal note' messages more visible in the backend
- When click "Run validation tests" for particular extension, core test not running
- Bug with new feature archive flag in the workflow rules
- Attachments are downloaded without file's extension in FF
- In some cases helpdesk doesn't see inline images
- Wrong extension code in the extension validator
- Attachment problem with Mandrill extension
- Ability to validate existence and CRC sum for extension files (depending on version of extension)
- Problem with check of extension status
- Incorrect reports if tickets table has user_id=NULL
- Add checks for possible PHP cache
- Add checks of permissions to validator
- "Fetch Only X Last Emails" is not working
If you have discovered that some very important and necessary feature is missed in this extension, please, let us know via email@example.com or via online chat.
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Module is easy to install and easy to upgrade, just follow step by step our user guide.
Support multiple stores, multiple languages and multiple domains.
No core modifications. Just copy extension files to store root directory.
30-days money back guarantee. If you are not satisfied with work of our extension for any reason we provide a full refund.
You can customize extensions according to your needs and requirements.
It is our main goal. A big part of our new clients come from referrals from our existing clients. Our professional team of developers, marketers and support invest the best knowledge and experience, so you could come back to us again and again.
30-days free and high quality support. We make an effort to satisfy you with work of every module you have purchased in our store. Helping you with installation, configuration, answering your every question, we do all our best to eliminate any possible problems.
We provide an expanded user guide for every our extension, so you can find answers for all your burning questions.
We provide you 1 year of free updates. We constantly add new features to all our modules. We are absolutely interested to hear your opinion and to implement your suggested features in our future developments.