Help Desk MX - 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. |
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