Getting Started

How to install the extension How to install the extension using 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 the installation instructions fr...

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...

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 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 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 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 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 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 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 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 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 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...

General Information You can use API to attract customers and increase sales rate in your store. At this point, you can simultaneously use Help Desk MX from external tools that work on separate servers and use other programs, which includes the use of mobi...

GraphQL Objects Reference The full documentation on GraphQL is available on the Magento DevDocs page GraphQL Developer Guide Prerequisites Your store should have installed the module Help Desk MX. In order to begin using GraphQL in the Help Desk MX module...

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 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 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 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 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 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 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 Help Desk integration with chat How to customize...

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 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 requir...

Disabling the 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:di...

1.2.44 (2024-11-13) Fixed Column user_id in where clause is ambiguous in ticket activity in admin ticket grid 1.2.43 (2024-11-06) Improvements Ability to attach several attachments in a bulk Fixed Orders related to different websites are loaded in t...