Configuration Settings

Go to the Help Desk > Settings. You'll find the following settings:

General Settings

Option Description
Priority for new tickets Sets default priority for new tickets.
Status for new tickets Sets default status for new tickets.
Default store for tickets created via backend When agent creates a ticket from backend, this option set ticket's default store view. Agent can change store view before submitting the ticket.
Show Columns in Ticket Grid You can select what columns to display in the main tickets grid (Help Desk > Tickets). This option allows showing most important information for agents in the main tickets grid.
Sign staff replies This option allows to specify how agent's replies should be signed. Help Desk can sign them using agent's name or name of agent's department.
Move Ticket to Archive if it has one of following statuses Option allows to archive solved tickets automatically. E.g. you can automatically move to the archive tickets with the status Closed.
Create Tickets from Contact Us form If option is enabled, Help Desk will replace default Magento contact form (/contacts/) with Help Desk contact form. This form has additional fields and allows to create a new ticket when customer posts a message.
Send blind carbon copy (BCC) of all emails to You can enter here a comma-separated list of emails. Help Desk will send blind carbon copy (BCC) of all outgoing emails to this list of emails.
Use WYSIWYG Editor in backend If option is enabled, agents can use WYSIWYG Editor to reply on tickets.
Use default magento cron If option is enabled, default magento cron will be used. To set up cron job, follow this manual.
Accept foreign tickets If you have another Help Desk system on your Magento: AW Helpdesk or MW Helpdesk, this option allows to receive tickets from the selected Help Desk.
Store attachments in Sets storage place for the ticket attachments.

Feedback Tab

Option Description
Enable Feedback Tab If option is enabled, Help Desk will show a Feedback Tab on the side of each frontend page. Feedback Tab is a very convenient way to post a ticket for guests.
Assign to Department Sets default department for new tickets created via Feedback Tab.
Tab Color Sets color of Feedback Tab.
Tab Title Sets title of Feedback Tab.
Tab Position Sets position of Feedback Tab (left side or right side of your store).
Form Title Sets title of popup window.
Subject Title Sets title of field 'Subject'.
Subject Placeholder Sets placeholder of field 'Subject'.
Description Title Sets title of field 'Description'.
Description Placeholder Sets placeholder of field 'Description'.
Allow customer to attach files If option is enabled, customer can attach the files at the Feedback Tab.
Allow customer to select Priority If option is enabled, customer can set to the ticket 'Priority' at the Feedback Tab.
Allow customer to select Department If option is enabled, customer can select a 'Department' at the Feedback Tab.
Search Knowledge Base Topics first If option is enabled, then Help Desk will try to find an answer on customer's question in the Knowledge Base. If there is no answer, then Help Desk will show a contact form and customer can post a new ticket. Note that this option works only if you have installed Mirasvit Knowledge Base extension.

Email Notification Settings

Option Description
Show Ticket ID in the email title If option is enabled, email subject will contain a ticket ID (e.g. [#VEP-728-96190] Email subject here..)
Number of last replies to show in the ticket history When customer receives a reply from agent, email includes a history of conversation. You can limit the number of last reply in the history using this option. If you set it to 0, you'll hide the history.
Template of New Ticket Email for Customer When customer creates a new ticket, he recieves an email with confirmation. This option sets a template of this email.
Template of New Ticket Email for Staff When customer creates a new ticket, agent recieves an email with notification about new ticket. This option sets a template of this email.
Template of New Message Email for Customer When agent replies on a ticket, customer recieves an email with this reply. This option sets a template of this email.
Template of New Message Email for Staff When customer replies on a ticket, agent recieves an email with this reply. This option sets a template of this email.
Template of New Message Email for Third Party This option sets a template of an email, which agent sends to 3rd party users.
Template of Ticket Reminder This option sets a template of an email, which Help Desk reminder sends to agent.
Template of Rule Notification This option sets a template of an email, which can be sent using Help Desk Workflow Rules.
Template of Survey Satisfaction Result This option sets a template of an email, which allows customer to rate the quality of the agent's reply.

Customer Satisfaction Survey

Option Description
Send satisfaction survey with staff reply If option is enabled, customer can rate the support quality when he receives agent's reply.
Show survey results in the backend ticket history If option is enabled, satisfaction survey rates will be shown at the agent ticket history.
Send survey result to ticket owner If option is enabled, store agent will receive result of the customer's support rate for his reply.
Send survey result to emails Sets emails that will receive the result of the support survey. You can enter few emails separated by comma.

Customer Account

Option Description
Show Help Desk section in Customer Account If option is enabled, customer will see a Help Desk section in the customer account of store.
Allow customer to select Priority If option is enabled, customer can select a priority for new ticket.
Allow customer to select Department If option is enabled, customer can select a department for new ticket.
Allow customer to select Order If option is enabled, customer can select an order for new ticket.

Reports

Option Description
Solved Statuses Tickets with the selected Statuses will be shown as Solved at the Help Desk Report.

Developer Settings

Option Description
Activate Sandbox If option is enabled, Help Desk will not send any email to your customers. All emails will be sent to the sandbox email.
Send All Outgoing emails to Email Specifies a sandbox email (see previous option).

Notification Settings

Option Description
Enable Desktop Notification System If option is enabled, notification messages will be shown about tickets arriving.
At the backend right upper block will appear Tickets indicator with numbers, for example: Tickets 3/4, where:
3 - number of the new agent tickets,
4 - number of the customer messages from his active tickets.
Show notification about arriving of new tickets for Sets user groups for desktop notification messages.
Enable notification about arriving of new messages in tickets assigned for user If option is enabled, desktop notifications will be shown about new user messages in the tickets.
Enable notification about assigning a ticket to the user If option is enabled, desktop notifications will be shown about assigning a ticket to the user.
Help Desk MX