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!
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:
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!
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:
Stay connected with your customers using Help Desk solution!
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!
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 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!
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:
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:
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!
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!
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:
Our solution can help you in evaluating your support team performance!
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:
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 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:
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.
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!
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.
Help Desk MX extension allows you to convert the tickets into the RMA requests.
Let’s pretend, that a customer emails to firstname.lastname@example.org. 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.
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.
"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!"
We are still in the process of setting up our M2E site, but the price was right on this extension, and the feature set was a great fit for what we were looking for.
Good extension and excellent services !
Very good and useful extension. It saves us about $800 a year compared to an online customer support service.
Really nice extension. This is a must Have extension if you want to track every mail with your customers.
Mirasvit team is a real professional and support is fantastic. One of the best Magento extensions!
I recommend this module installs him in the shop 5 am very happy with it.
This Help Desk if another great extension, we are happy with the way it works and find this easy for staff to respond to clients questions easily
Nice extension with good support.
Hello visitors, give up searching for Supplier Help Desk module, this module Mirasvit is the best available for Magento. After we tried several others, we stopped at Mirasvit no doubt this is the best and most complete module for this purpose available for Magento. We are Customer Mirasvit from 2 years ago. Congratulations, Mirasvit is excellent.
Very good and easy to use.
This is vital for inhouse own support ticketing system. Easily manageable and lots of options.
Our old system of just replying to customer emails was a mess. It was always a pain to go back and find our contact history with any one customer. Now it is all centralized in one place - and the search function works great. Also, eliminates the problem of missing emails if they get accidentally routed as spam. Customers are happy and we can track issues and solve problems. We use it with the RMA extension also so we can easily initiate returns if necessary. Also a great alternative to the cloud contact guys out there, where you have to pay per user.
Makes support much more manageable and declutters things. Also allows to be on top of issues and relevant people aware of them.
Having used this extension for over a year it has been irreplaceable for communicating with customers.Being able to manage customers into different departments and keeping tack of conversations over days/ weeks and longer makes this one of top used extensions that we wouldn't want to be without. we are now planning the move over to Magento 2 and this will certainly be on the list. In addition the customer support is outstanding, I rate them very highly.
The extension is good if you wanted to allow customers to post tickets linked to their account. No need to have a separate login for posting tickets.
In bad need of help organizing and categorizing our messaging torrent, we carefully evaluated several Help Desk solutions, both external apps/services and Magento extensions.
With three completely independent online stores, plus eBay and Amazon presences, each with several associated email mailboxes, the chances for errors when managing customers inquiries/comments/requests are enormous. Remembering which customer asked what and when, and who responded how and when, always making sure that "Store A" doesn't reply to questions from "Store B" customers using the "Store C" email template, takes a lot of effort.
So we reviewed our choices carefully. The usual evaluation criteria: cost, value, feature set, ease of use, vendor reputation, etc. And, frankly, we're so glad we chose Mirasvit's Help Desk MX!
Whoever has installed Magento extension knows that not everything that shines is gold. All of them look great "on paper," but sometimes they either break something else or don't work as expected. Not this one: It does what it promises, it just works as expected.
In a nutshell:
- easy to install (it's a breeze)
- intuitive to use
- saves work and prevents errors
- makes your small business look like a multi-million corporation
- flexible and customizable
- can't beat the price/value ratio
- haven't come across any bugs so far
And then comes their technical support, which deserves a special mention. Right after installing the extension, I noticed a problem with a couple of screens in one of our sites (which, by the way, uses an attractive but quite finicky theme). These problems were not the extension's fault, as it works just fine on our other two stores with different themes. But I contacted Mirasvit support and they fixed the issues in no time. I also had overlooked an additional issue during testing (also the extension not being the culprit) and they fixed it right away as well. I was very impressed by their immediate understanding of what the issues were. No ruber-stamped answers, no IFs, BUTs, or "We'll get back to you one of these days". They just got to work and fixed it. Like in the good old days of customer service. All politely communicated in excellent English, a rare commodity these days. In short: Outstanding technical support.
The only weak spot of the extension may be the online User Manual, which is somewhat skimpy and devoid of illustrations. But frankly, the extension is so easy and intuitive to use that... who needs a manual!!
Fantastic utility. I would give it 6 stars if I could!
This solution is a great alternative to paid online ticket system. Very easy to use and a lot of features. Work as expected :-)
Extension works well.
Not easy to convince customer to stop calling by phone but this extension is a good help
It's just exactly what you need in a customer support ticketing system. Well done guys.
What can be felt, not always can be expressed in words, but I will try my best!
1. I bought almost all existing extensions for M2, while offered a very generous discount from a Sales Rep. Then, as all of us know, all the miracles stop right there, but not with these guys.
2. Installed the extensions, and as it usually happens, problems did not wait so long to arise on my horizon.
3. No fear, help is near... that is my personal Slogan... and found out the same attitude from Mirasvit guys. I asked for help, and it was near. I reported PHP7 and other compatibility issues, and a fix was ready in a blink of an eye. I asked for features improvements and suggested new features, and these came in a matter of a few days.
4. Features pack on the extensions is very reach, and these guys are always open to any sound improvements on their extensions.
5. Extensions updates are done via composer, so no manual uploads and unzips on every update release. That makes all my updates as easy like a snap of a finger,.. 10 seconds and I am all set.
P.S. In the end of the day I feel happy to be a respected customer of Mirasvit. I am hooked on this valuable M2 Solutions Provider. My $$$ spent on the extensions are secure... I feel like a part of the Team. I highly recommend Mirasvit to anyone who is seeking peace of mind and stable future for his/her Online Business.
We used to use standard email and outlook for our support with clients. We needed an improvement and something integrated with the admin backend to save time from bouncing back and forth when assisting clients. We found this ext and were amazed by the features and time savings actions which hugely cuts down on our labor involved with assisting clients with issues. This is integrated with their RMA system which we also installed and overall a huge time saver when assisting clients with inquiries, rma's, etc. Also the quick responses are great for easy canned responses for common inquiries. We are actually about to also install their Knowledge Base ext as that is also integrated with the Help Desk and will further cut down on our inquires. Support is amazing here, long time client with many of their ext's installed. They are always there with quick fixes for any issues we have encountered@!
Browsed through a large number of Helpdesk extensions and finally settled with this one and did'nt regret....!!
Very nice extension and great company to work with...
Keeps everything in one place. No problem on install. Fantastic support from Mirasvit as always.
This extension was very well thought out, has a lot of different features, and is still easy to use. The help desk is a must-have, in my opinion, and you can't get better than this version from Mirasvit.
Rocksolid extension with a great flexibilitiy.
Communication is difficult, and coordination even more so.
Having the support/contact within Magento saves a lot of hassle and makes everything visible when reviewing a customer
Would be even more perfect with support for IMAP folders and the ability to only ask for feedback at the last email, not every email (that's a suggestion)
WOrked right out of the box as described. So easy to setup as well.
Easy to install. Quick support. Very efficient
This is an excellent product which is working very similar to help desk product like JIRA. What I liked most about is its flexibility to configure the workflow and receiving the tickets through email.
We have now decided to go with another extension from MIRASVIT.
Works perfect. You can have every setting you want and it is easy to modify. Had some issues because of my template and the support is great! Worth the money.
We've been through all Magento helpdesk kind extension with the goal of getting the best one and also taking in account the evolution of it. We wanted an extension evolving with time to always stay the best and giving all the functions a real support management system should offer in the long term. This extension does the job perfectly! It originaly come with everything anybodies needs and almost everything you can imagine! It's well organised, customizable etc...
Worked great right after install - no issues! Love IT
The Help Desk extension is one of the most useful extension for our business. Before we used the extension, we were doing support by just plain email and this lead to the situation, that sometimes emails were overseen. This can't happen now anymore which increases customer satisfaction. Additionally the extension has many good and well thought features which are very useful. We won't miss it anymore!
We have been looking for an extension that will help us to provide a better service and support to our external clients. After making evaluation of few add-ons, including extensions developed by Mage World and Aheadworks, the decision has been made to purchase Mirasvit product. Tool meets 90% of our requirements and have such degree of flexibility allowing many customizations we might have. Fantastic tool. Strongly recommend!
The helpdesk solution is great and very easy to use. The mirasvit team is also excellent and they implemented feature requests in approximately 2 weeks.
this extension is very useful for customer satisfaction. here our customers mail to us and we can manse all query at one place.
This has made managing support issues so much easier. The best thing is that it is all managed right inside of the Magento Admin so there's no need to have customer service logging into another management application to handle all customer related concerns. It also allows everyone to see historical customer interactions which has helped resolve a number of issues on the phones and reduce support times.
It is very well thought extension. Covers all the bases for Customer support. Can be awesome if it can add real time chat feature with Customer, that will make it complete HelpDesk
Really a must have extension for your Magento install. 100% control over all emails on has a very usefull buildt in reminder function. And as always flawless support from Mirasvit team.
Easy and fully customizable. I definitely recommend it.
Nice features set.
Latest version has CCed email which is good to have.
Best extensions, best custommer care and definitely the best support you can receive.
They are quiet fast solving problems and doubts, i just worked with lot of extension providers but this guys are the best by far¡¡¡
This is a great extension, very useful and easy to customize and manage. I definally recommend it!
Very kind and helpful user support as well.
I bought 6 extensions from those guys ,i am not an developer and i don't know much about extensions but they are providing a best support in the world.
Extensions ZERO bugs , everything works perfectly
This extension works really nice, we have tried other similar extensions before for customer services, but choosing this one was def. a good decision! To start with the extension was already really good, but the people behind it are truly helpful and always trying to fix small problems as fast as possible and they always provide very useful information!
I've installed thousands of dollars of Magento extensions over the last few months and almost all of them came with a slew of headaches. While this extension will take some time to wrap your head around (because it is so feature rich), it is worth twice what it costs. The quality of the Mirasvit code cannot be understated. I am a developer and I respect the pride they take in their work. The code is solid and it "just works." Great job guys! Mike
Very simple to install and to setup. First time I buy at Mirasvit but I am completely satisfied !! Quick support for information, extension working great and 0 bug within today. Helpdesk is powerful and completely customizable. Nice job!
Great! Mirasvit created this extension.
a very clean, nice extension that loads and works seamlessly. Nice chart reporting features etc. Email polling is perfect. Support is excellent as well.
Great magento extentions with usefull and flexible/adjustable functionality, and the much more important thing - outstanding, or i should say, awesome customer support.
Very fast reply directly with the requested solution.
Usually everybody is concentrated on sales, but the real road to success is the customer satisfaction and service offered. With Mirasvit Help Desk MX you have a powerful instrument to manage all your customers' requests in a clear and effective way. Easier than a chat, less expensive in human resources, more effective in problem solving.
Technically this is a great piec of code: I installed it with any problem on my modded magento 1.8. The only suggestion I feel to give is to make the pop up responsive as it does not display properly on small screens as smartphones. I just added a line to make the button on the left disappear under 990px resolution (thanks to my theme).
We are using five extensions developed by Mirasvit. This is our newest addition. After testing Zendesk we decided to use Help Desk MX. It does everything that zen does, but better. I would high recommend it. Support is the best in the business.
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!
I have it for about 2 weeks. It was the best decision to buy help desk from Mirasvit. I have heard about your company, and this time decided to purchase an extension in your store. Brilliant and i would say that such responsible developers its not that easy to find. Cheers!
This is simply a great Magento extension.
Is easy to install, and integrates seamlessly. So far only positive feedback. I have decided to choose this extension in your store coz i bought your FPC (does miracles in my store) and i was absolutely amazed by your support team. Saw the demo and understood that this module is exactly what i was needed. The combination of price and functionality is great.
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.
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.
30-days money back guarantee. If you are not satisfied with work of our extension for any reason we provide a full refund.
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.
We provide an expanded user guide for every our extension, so you can find answers for all your burning questions.
You can customize extensions according to your needs and requirements.
Module is easy to install and easy to upgrade, just follow step by step our user guide.
No core modifications. Just copy extension files to store root directory.