Help Desk MX for Magento 2

Provide your online store customers with an outstanding support, using Help Desk MX Extension. Collect and process all inquiries, emails and offline chat messages in one place! None piece of information will be lost, every message will be assigned to the right department and appointed manager. Carry out all support with Help Desk MX and make your customers feel indispensable and unique!

$169.00
Compatible with:   Community: 2.0-2.1.*
Enterprise: 2.0-2.1.*

Powerful and Flexible solution for Store Support!

Help Desk MX is a must-have extension for your store!

Support service is, probably, like one of the three pillars your online shop leans on. The better support you provide, the more returning customers you get.

Our extension is the most powerful and flexible solution for your store! It allows you to organize your support team work the most efficient and convenient way ever.

Help Desk MX lets you get closer and more friendly with your customers, using the following features:

  • create and use quick replies (save some customer’s time!);
  • use WYSIWYG editor to create personalized replies (be different, think of your client!);
  • resolve issues ASAP, using multi-department feature and assigning tickets to the right manager at once (be fast, your customers needs you now!);
  • use smart workflow rules, to manage auto-resolving tickets and optimize your support team time;
  • make post support surveys for your customers to help you service standing out;
  • view advanced reports to evaluate your team achievements.

Help Desk MX allows you not only help your customers with their current issues, but also make their customer experience better. Win more returning customers with our powerful solution!

10 advantages you get with Help Desk MX

  • Easy-to-use, intuitive customer and administrator interface.
  • Give your customers a freedom to create tickets via Contact tab, native contact form or offline chat, email - none message will be lost!
  • Let your customers tell your support team more with ability to attach files to their inquiries.
  • Create as many support departments, as your business model need (Sales, Billing, Technical, etc.)
  • Use quick replies feature to save your team time and the store customers time.
  • Assign tickets to the most appropriate support team member to resolve issues efficiently.
  • Create Follow Up emails to remind customers about ticket status changes or new reply.
  • Use post support surveys to learn your customers opinion and improve your store help service.
  • Create advanced Workflow rules to manage your support business processes.
  • Evaluate your support team results easily, analyzing built-in Help Desk reports.

Feature Highlights

Support for Guest Users

Let all users and customers be heard in your online store!

Every user is able to contact your support team, even if he/she is not registered/authorized store customer.

There are 4 easy ways to get help for any shopper:

  • Use Contact Us Tab on the left.
  • Go to Contact Us menu item and fill out the form.
  • Login or register and create ticket in Help Desk tab in the user account interface.
  • Email to support team address.

Stay connected with your customers using Help Desk solution!

Easy-to-Use User Interface

Provide your customers with easy-to-reach support using Help Desk MX extension!

Clear and intuitive user interface of our solution allows your customers to save their time by filling out only necessary fields in just a minute.

Customer can choose Priority and Department for the new ticket, if you turn these options on, while setting up the extension.

There is a possibility of adding attachments to tickets. It is extremely useful feature, if a customer wants to show your support team the issue on a screenshot, for instance.

Save your customers time with Help Desk MX!

Simple Tickets Management for Customers

Using Help Desk MX lets your customers manage all tickets fast and easy!

Quick reply or closing a ticket, if it’s resolved, - just a second of their time!

It is also very convenient to watch all ticket history on the same screen at a glance.

Your customers will appreciate your concern about them!

Connect your Mailboxes

Connect your support team email boxes to Help Desk and convert emails of your customers into tickets automatically!

Help Desk MX extension is so smart, that regularly checks all connected mailboxes, fetches emails and converts them into Tickets! All further answers will be added to those tickets.

For example, you’ve got several support departments in your online store: Sales, Billing, Returns, Technical Department. And each has its own email box for inbound inquiries. Using gateways connection feature of Help Desk MX extension, you may automatically redirect all requests flow of the specific department and convert them into support tickets for this department.

Now you and your customer do not have to login to the store account to reply the ticket! Just reply via email client and Help Desk MX will redirect your message to the defined ticket!

Clear Back End Interface

Manage customer tickets fast and easy with Help Desk MX interface for administration!

Manage tickets within a minute!

Our extension allows your store administrator see all the important details at once.

Use internal filter for fast and easy organizing all tickets. Extension allows you to filter tickets by any field (for example, by date created, status, priority, store view, user, etc).

Also you may use internal search field for finding tickets by any keyword or key phrase.

Arrange your support team work process, using all features of Help Desk MX administration interface!

Help Desk MX back end interface is flexible and you may set the main table columns to meet your preferences.

The following settings of the grid are available:

  • Customer name
  • Department
  • Folder
  • Created
  • Action
  • ID
  • Last Replier
  • Status
  • Store View
  • Modified
  • Subject
  • User
  • Priority
  • Replies number
  • Last Reply at

Fully Featured Ticket Cards

Help Desk MX allows your store support team members manage every ticket hands-down!

General Tab indicates the most important information on every ticket and lets a manager take several immediate actions:

  • reply to a customer;
  • set ticket status and priority;
  • assign current inquiry to a proper department.

The default message recipient is, of course, the customer. But the support manager may choose the third party as recipient. For example, it is necessary to clarify the delivery options with the certain shipping company. Help Desk MX allows you to exchange messages with any third party in private or public mode.

Another example: you need to send a message to your colleague. Choose Internal Message and customer will not see your correspondence. This is useful, in case you have to exchange some technical details regarding the ticket subject.

If you need to observe all tickets from the customer, use the Other Tickets Tab. It indicates all tickets the current user ever created, regardless their statuses.

Resolve customers inquiries even more effectively with Help Desk MX!

Additional Tab shows the ticket history and other important details, like ticket channel. This might be useful, if you measure and analyze results of every channel for creating inquiries. For example, you may absolutely surprisingly find out, that the most amount of tickets in your shop was created via native contact form, while you thought customers use Contact us tab mostly. This conclusion might be the reason to revise your store processes.

Also an assigned manager can change the ticket subject and create several comma-separated tags to find this ticket fast next time.

Organize your support tickets the most convenient way to save your team time and efforts!

Satisfaction Surveys

Arrange post service satisfaction surveys and be on the same wavelength your customers!

Help Desk MX allows you to insert satisfaction surveys into email notifications footer.

This short poll lets your customers rate the quality of your support team members.

So, the extension allows you to evaluate each employee performance.

Over and above, our solution makes your store shoppers feel heard and valued. They will definitely return for the next purchase!

Advanced Reports

Get key tickets indicators within seconds and analyze Reports data to boost performance and improve the relationships with your customers!

Help Desk MX built-in reports allows you to explore the following data:

  • new and changed tickets number;
  • number of replies and solved tickets;
  • first reply time and the full resolution time;
  • satisfaction scores and responses rate.

Our solution can help you in evaluating your support team performance!

Custom fields

Add any custom field to your ticket form. If you want to get more details about your customer issue, ask him/her to fill in the additional fields.

For example, you may add Date field, or ask your client to choose one of the Reasons he/she contacts you.

This option available at:

  • native contact form;
  • contact tab;
  • Help Desk ticket creating interface;
  • popup contact form.

Help Desk MX extension gives your customers an option to fill in their inquiry easy and, therefore, provide you with the necessary issue related information!

Workflow rules

Workflow rules allow you to arrange your support team work processes in order to meet your needs and goals.

One of the most useful examples of workflow rules application is creating a rule, which automatically closes the ticket, if the customer, issued this ticket, have not replied for 30 days.

Other useful applications of workflow rules might be the following:

  • set status to 'In Progress' upon receipt of the first reply from support team;
  • notify ticket owner, if a ticket has not been answered for 3 days.

Access Permissions

Manage your support team permissions right into administration interface of Help Desk MX!

You may set different permissions to access and manage departments and tickets.

This feature is useful, if you need to separate the roles for your support divisions. For example, you have 3 support departments in your store: Sales, Billing and Technical. And each division needs to manage only tickets, related to their responsibilities and duties.

SPAM Protection

Create SPAM patterns in Help Desk MX administration interface and you will not receive any junk inquiries!

Our solution allows you to set any amount of SPAM filters. You may specify the scope for each pattern: header, subject or body.

Avoid spammy tickets thanks to spam patterns in Help Desk MX!

Email Notifications / Follow Up messages

Add Follow Up notifications for each ticket to remind a customer an important information.

Help Desk MX tickets managing interface allows a manager to add some notes related to customer’s issue. Therefore, your customers are always awared about their inquiry status.

Integration with RMA

Help Desk MX extension allows you to convert the tickets into the RMA requests.

Let’s pretend, that a customer emails to returns@store.com. Help Desk MX Extension receives this email and converts it into a ticket automatically.

Support manager now has an option to convert this ticket into the RMA request by clicking the Convert to RMA. After converting to RMA inquiry all further emails, related to the ticket will be automatically forwarded to the RMA extension and all correspondence will be carried there.

Integration with Knowledge Base

Help Desk MX extension can be successfully integrated with Mirasvit Knowledge Base extension.

In case you activate this feature, your store customers will search the answer for their question right in the feedback popup window using your store knowledge base before creating a ticket.

Then, if there is no relevant answer, they will be suggested to create a new ticket in the same popup.

If integration is disabled, all customers will open tickets at once, instead reading FAQ first.

Install Help Desk MX and win more satisfied and returning customers!

Here is what Help Desk MX solution customers say:

"The helpdesk solution is great and very easy to use..."

"... Extensions ZERO bugs , everything works perfectly ... "

"We're very happy with the quality of Help Desk MX. Features are well-designed and work perfectly. Allows our support team to tackle a high volume of tickets. It is also includes excellent reporting so we can track how effective each agent is and identify problems. An excellent extension and must have one!"

1.1.14

(2016-11-29)

Fixed

  • Debug messages for cron

1.1.12

(2016-10-31)

Fixed

Improvements

  • Added translation files

1.1.11

(2016-09-07)

Fixed

  • Fixed wrong ticket urls when option "Add Store Code to Urls" enabled

1.1.9

(2016-06-29)

Improvements

  • Support Magento 2.1.0

Fixed

  • Fixed translation generation

1.1.8

(2016-06-24)

Improvements

  • Support Magento 2.1.0

1.1.7

(2016-06-22)

Fixed

  • Issue with contact form widget

1.1.6

(2016-06-10)

Fixed

  • Issue with customer satisfaction block in emails
  • Exception "Missed phrase" on run i18n:collect-phrases

1.1.5

(2016-05-27)

Improvements

  • Added store column to admin grids
  • Increased default notification check period
  • HDMX2-22 - Improved ticket answers' parser

1.1.4

(2016-04-30)

Improvements

  • HDMX2-59 - Ticket Notifications: added ability to change the check period

Fixed

  • HDMX2-55 - Fixed cache issue on the contacts page

1.1.3

(2016-04-26)

Improvements

  • HDMX2-57 - Working schedule. Improved backend styles

1.1.2

(2016-04-21)

Features

  • Added working status block in the Customer account > My Tickets
  • Working schedule. Added additional columns to backend grid

Fixed

  • Working schedule status: incorrect time estimation in some cases

Improvements

  • Improved working schedule status rounding hours

1.1.1

(2016-04-20)

Improvements

  • HDMX2-50 - Improved css
  • HDMX2-49 - Added showing of schedule closed days
  • HDMX2-48 - Made schedule titles configurable
  • HDMX2-52 - vertical position of popup

Fixed

  • HDMX2-47 - Fixed timezones issue

1.1.0

(2016-04-11)

New Features

  • Ability to setup working schedule

Improvements

  • Improved styles for "Contact Us" form
  • Compatibility with 3rd party module Magecomp Recaptcha
  • Add validation of patterns before save in backend
  • Links in emails
  • Improve JQuery load for feedback tab
  • Improved styles for Contact Us form
  • Improved styles for "Contact Us" form
  • Compatibility with 3rd party module Magecomp Recaptcha
  • Compatibility with Proto theme
  • Add validation of patterns before save in backend
  • Links in emails
  • Improve JQuery load for feedback tab
  • Improved styles for Contact Us form

Fixed

  • Issue with menu
  • Fixed an issue with "Contact Us" button position
  • Styles compatibility with Porto theme
  • Incorrect sort order in some cases
  • Fixed an issue with contant button possiton (for some stores)
  • Fixed PHP7 compatibility issue
  • Fixed an issue with wrong relation between role tables

1.0.13

(2016-03-14)

Improvements

  • Compatibility with Proto theme
  • Add validation of patterns before save in backend

Fixed

  • Colors of labels in the frontend
  • Emails created by workflow rules dont use html tags correctly
  • Missing field in workflow rules

1.0.12

(2016-03-07)

Improvements

  • Links in emails
  • Improve JQuery load for feedback tab

Fixed

  • Styles compatibility with Porto theme
  • Fixed PHP7 compatibility issue
  • Fixed an issue with wrong relation between role tables

1.0.11

(2016-03-02)

Improvements

  • Improved styles for Contact Us form

Fixed

  • Incorrect sort order in some cases
  • Fixed an issue with contact button position (for some stores)

1.0.10

(2016-03-02)

Fixed

  • Fixed PHP7 compatibility issue

1.0.9

(2016-03-01)

Fixed

  • Fixed an issue with wrong relation between role tables

Improvements

  • Improved popup position on mobile devices

1.0.8

(2016-02-25)

Improvements

  • HDMX2-38 - Add email preview preheaders
  • HDMX2-32 - Improve history of ticket in backend
  • HDMX2-31 -- Ability to include attachments in mails

Fixed

  • HDMX2-37 - In some cases fatal error on all pages of store
  • Fixed an issue with wrong priority at ticket view page
  • HDMX2-39 - Remove attached files when we remove a ticket

1.0.7

(2016-02-15)

Improvements

  • HDMX2-32 - Improve history of ticket in backend
  • HDMX2-31 - Ability to include attachments in mails
  • Improved emails styles and layout

Fixed

  • HDMX2-37 - In some cases fatal error on all pages of store
  • Fixed an issue with wrong priority at ticket view page
  • Fixed an issue with loggin cron job errors (on fetch)
  • Fixed an issue with wrong location of lib folder
  • Fixed an issue with IMAP extension validation when save gateway
  • Fixed an issue with workflow rules
  • Fixed an issue with change Save
  • Removed field is_internal
  • HDMX2-24 - field order is not required in the customer account
  • HDMX2-26 - Fixed error Invalid template file: 'page/js/calendar.phtml'
  • Fixed an issue with switching label colors on priority/status edit/grid pages
  • Fixed style issue with gateway password field
  • Adjusted css styles

Reasons to choose Mirasvit

Client focusing and satisfaction

It is our main goal. A big part of our new clients come from referrals from our existing clients. Our professional team of developers, marketers and support invest the best knowledge and experience, so you could come back to us again and again.

Remarkable support

30-days free and high quality support. We make an effort to satisfy you with work of every module you have purchased in our store. Helping you with installation, configuration, answering your every question, we do all our best to eliminate any possible problems.

Risk-free Investment

30-days money back guarantee. If you are not satisfied with work of our extension for any reason we provide a full refund.

Constant improvements and upgrades

We provide you 1 year of free updates. We constantly add new features to all our modules. We are absolutely interested to hear your opinion and to implement your suggested features in our future developments.

Comprehensive Documentation

We provide an expanded user guide for every our extension, so you can find answers for all your burning questions.

Unencrypted source code of our products

You can customize extensions according to your needs and requirements.

Usability and Performance

Module is easy to install and easy to upgrade, just follow step by step our user guide.

Safe Magento updates

No core modifications. Just copy extension files to store root directory.