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 allows you to provide 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 already created one. It will greatly help you to communicate with customers and provide them with speedy support.

Tickets can be later 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 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 composer Backup your store's database and web directory. Login to SSH console on your server and navigate to the root directory of the Magento 2 store. Copy installation instructions from th...

Quick Start

Quick Start Our Help Desk MX extension is a simple yet powerful extension for building and boosting up customers' support. Most of its functions work out-of-box, but for full productivity, there's a number of settings that can be tuned up. Start with e...

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

Email Gateways

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

Statuses

Statuses Statuses mark certain stages of a ticket's resolution. Our extension provides three default ones: Open - assigned on ticket creation stage and/or on initial message reply; In Progress - assigned after further replies. Closed - assigned, when the...

Priorities

Priorities Priorities used to rank tickets by their urgency (or by other metrics, that you're using). Our extension comes with three default priorities: Low Medium High If you wish, you can create your own priority set. If so, you also need to include t...

Quick Responses

Quick Responses Quick Responses are message templates, which are used for stereotypical answers to tickets. They are visible only for staff and used only for answers from the backend Ticket Edit Page. For detailed information, how to use Quick Responses, ...

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 up where you would like to show custom fields. And you can filter and search tickets by custom fields. Creating ...

Spam filters

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

Permissions

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

Workflow Rules

Workflow Rules The Workflow Rules allow you to automate your routine tasks. Each rule is bound to a certain event, contains a set of conditions - which ticket should meet - and an action that should be executed if conditions are valid. Here is a list of m...

Satisfaction Widgets

Satisfaction Widgets Starting from version 1.1.84 were added two widgets: Helpdesk Satisfaction Block - shows a current satisfaction rate. It allows you to set URL to another page with the last 100 satisfactions or other information. Helpdesk Satisfac...

Managing Tickets

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

Building Email Notifications Policy

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

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. On the Contact Us popup will be displayed only the current status message (open/closed - as defined in pa...

Reports

Reports Reports are used for monitoring statistics of tickets' flow and support quality. They break into two separate menu actions: Refresh Statistics, which is used for keeping statistics up to date, and concentrating data for displaying. Reports, which...

Workflow Rules Examples

Workflow Rules Examples Automatically assign any ticket to sales staff members depending on the subject, containing 'Order' Pick up a department and a staff, which will be responsible for basic Order questions - say, Jane Doe from the Sales department....

Known Issues

Known Issues This section describes the most common problems, that customers report, and how they can be resolved: Cant submit ticket. Error with Pelago\Emogrifier->addStyleElementToDocument Help Desk suddenly stopped fetching emails When I save a ga...

How-To

How-To This section describes the most frequently asked tasks with detailed description, 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 the ti...

Migration from Magento 1 to Magento 2

Migration from Magento 1 to Magento 2 Below are examples of scripts, which may be used for transferring data from Mirasvit Help Desk MX for Magento 1 to Mirasvit Help Desk MX for Magento 2. To use scripts, you need the help of a PHP developer. Scripts may...

How to upgrade the extension

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

Disabling Extension

Disabling Extension Temporarily Disable To temporarily disable the extension please follow these steps: Login to the SSH console on your server and navigate to the root directory of the Magento 2 store. Run the command php -f bin/magento module:disable M...

Change Log

Change Log 1.1.137 (2020-09-09) Improvements Added ability to rate ticket messages on the ticket view page Fixed Added maximum allowed size attachment for ticket edit form Validation of the custom fields required for admin 1.1.136 (2020-09-03) Improv...