Getting Started

Welcome to the Help Desk MX documentation.

Here you will find everything you need to set up your Help Desk service and create a flexible customer service, which will boost up your support.

Our extension provides you with a single point of handling all queries, emails, offline chat messages, and other contact sources. Each of them will be turned into either a separate thread or added to an already created one. It will greatly help you to communicate with customers and provide them with the speedy support they need.

Tickets can later be collected and analyzed via reports, which will also help you to build a better support strategy and improve your services and products.

Go ahead, dive in!

Firstly, please find our extension in the My Downloadable Products section of our store. Learn how to install extension, and proceed with Quick Start, which will guide you through setting up your Help Desk service.

How to install the extension

How to install the extension How to install the extension using a composer Back up your store's database and web directory. Log in to the SSH console on your server and navigate to the Magento 2 store's root directory. Copy installation instructions from...

Quick Start

Quick Start Our Help Desk MX extension is a simple yet powerful extension for building and boosting your customers' support. Most of its functions work out-of-box, but for full productivity, several settings can be tuned up. Start by establishing an or...

Configuration Settings

Configuration Settings Go to the Customers > Help Desk MX > Settings. There you will find all Help Desk MX setting, divided into the following sections: General Settings Feedback Tab Email Notification Settings Customer Satisfaction Survey Customer...

Departments

Departments To work correctly, the Help Desk MX requires you to have at least one department where all staff members are registered. Creating a New Department To create a new department, go to the Customers > Help Desk MX > Departments backend page...

Email Gateways

Email Gateways Help Desk MX can automatically fetch emails from your email account and convert them into tickets. To enable this feature, you have to connect your email account with Help Desk using Gateway, and enable cron. All Gateways have their Grid, a...

Statuses

Statuses Statuses mark the different stages of a ticket's resolution. Our extension provides three default variations: Open - assigned at the stage of creating a ticket or in its initial message reply; In Progress - assigned after further replies. Closed...

Priorities

Priorities Priorities are used to rank tickets by their urgency (or other metrics you are using). Our extension comes with three default priorities: Low Medium High If you think you can create your priority set, you also need to include them in your tic...

Quick Responses

Quick Responses Quick Responses are message templates which are used to give stereotypical answers to queries about tickets. They are visible only by staff and used only as answers to customers' questions, which are found at the backend Ticket Edit Page. ...

Custom Fields

Custom Fields Help Desk MX allows you to create custom fields. You can use them to store any additional information about tickets. You can set it up where you would like to show some custom fields, and can filter and search tickets by custom fields. Creat...

Spam filters

Spam filters The Help Desk MX allows you to filter incoming emails automatically and cuts off spammers. It is done via special patterns to which emails are compared, and if a match is found - the corresponding message moves to the Spam folder. How to Crea...

Permissions

Permissions The permission grid provides the backend agents with the ability to limit access to tickets. It promotes the separation of duties and can boost effectiveness. Go to Customers > Help Desk MX > Permissions. Here you can add restrictions fo...

Workflow Rules

Workflow Rules The Workflow Rules allow you to automate your task routines. Each rule is bound to a certain event, contains a set of conditions - which an average ticket needs to meet - and an action that should be executed if the conditions are met. Here...

Satisfaction Widgets

Satisfaction Widgets Beginning from version 1.1.84, we have added two widgets: Helpdesk Satisfaction Block - this shows the current satisfaction rate. It allows you to set the URL to another page with the last 100 satisfaction reviews or other informat...

Managing Tickets

Managing Tickets This section contains all you need to do to manage tickets from the backend (i.e. by acting as an Agent). There you will find the following topics addressed: Working with Tickets Grid How to Create New Ticket How to Reply to a Ticket How...

Building Email Notifications Policy

Building Email Notifications Policy This section describes how Email Notifications are being used and fitted to suit your needs. It consists of the following subsections: Help Desk Templates Customizing email notifications template Adding variables to cu...

Working Hours

Working Hours This feature allows you to set a timetable for your store. It is displayed on the Contact Us page in the form of a working hours table. The Contact Us popup will display only the current status message (open/closed - as defined in particular...

Reports

Reports Reports are used in monitoring the statistics of tickets' flow and support quality. They are divided into two separate menu actions: Refresh Statistics which is used to keep statistics up-to-date, and concentrate data for display. Reports which i...

Workflow Rules Examples

Workflow Rules Examples Automatically assigns a ticket to sales staff members only if the tickets have 'Order' as the subject Selects a department and a staff member, who will be responsible for the basic Order questions - say, Jane Doe from the Sales ...

Known Issues

Known Issues This section describes the most common problems that customers report and how they can be resolved: Can not submit ticket. Error with Pelago\Emogrifier->addStyleElementToDocument Help Desk suddenly stopped fetching emails When I save a g...

How-To

How-To This section describes the most frequently asked tasks with a detailed description, on how to do it: Adding Help Desk Widget to Custom Forms Disabling staff switching on staff response to the ticket Disabling staff switching on staff response to t...

Migration from Magento 1 to Magento 2

Migration from Magento 1 to Magento 2 Below are examples of scripts that can be used in transferring data from Mirasvit Help Desk MX for Magento 1 to Mirasvit Help Desk MX for Magento 2. To use these scripts, you need the help of a PHP developer. The scri...

How to upgrade the extension

How to upgrade the extension To upgrade the extension, follow the next steps: Back up your store's database and web directory. Log in to your server's SSH console and navigate to the root directory of the Magento 2 store. Run the command composer require...

Disabling Extension

Disabling Extension Temporarily Disable To temporarily disable the extension, please take the following steps: Log in to the SSH console on your server and navigate to the Magento 2 store's root directory. Run the command php -f bin/magento module:disabl...

Change Log

Change Log 1.1.154 (2021-11-23) Fixed Unable to add bmp & xlsx attachment to the tickets Added button 'Create New Ticket' to the ticket admin form 1.1.153 (2021-07-27) Fixed Duplicate entry ON DUPLICATE KEY UPDATE in report 1.1.151 (2021-07-19...