Help Desk MX


This section describes the most frequently asked tasks with a detailed description, on how to do it:

Adding Help Desk Widget to Custom Forms

You can insert the help desk contact form to the CMS page as a Magento widget.

To do this, please take the following steps:

  1. Open the CMS page at the backend.
  2. In the WYSIWYG editor, click on the Insert Widget icon.
  3. Select Help Desk Contact Form from the dropdown list.
  4. Press the Insert widget button.

Disabling staff switching on staff response to the ticket

It is our extension's default behavior, so we do not recommend changing it unless you need it to be changed.

If you have decided to go through with changing, nevertheless, do the following steps:

  • Open the module /vendor/mirasvit/module-helpdesk/src/Helpdesk/Model/Ticket.php and find the function addMessage.
  • Comment on all the expressions of $this->setUserId($user->getId()); type.
  • Clean the Magento cache and regenerate a static content to enable changes to apply.

Help Desk integration with chat

The module works with the different chats that send offline messages. You only need to send the offline messages to the email that is configured as a Gateway

How to customize the email template

To change the email template of the Helpdesk, you need to do the following steps:

  • Go to the Marketing > Email Templates.
  • Press the button Add New Template.
  • In the dropdown list, select the template that you would like to customize. The current extension templates are placed at the Mirasvit_Helpdesk header.
  • Press the button Load Template.
  • Enter the new Template Name (e.g. Email notification for Customer).
  • Change Template Subject and Template Content as you need, and save the template.
  • Go to the Sales > Helpdesk > Settings > Email Notification Settings. Select your new template in the dropdown list of necessary notifications. Save configuration.