→  Help Desk MX

Help Desk MX

Help Desk MX - is an essential and must have extension for every Magento store, that allows you to provide a complete customer care service and excellent support attendance. Allows every customer to submit support request in the most suitable manner.

Compatible with: Community 1.4.1.1 - 1.9.1
Enterprise   1.10.1.0 - 1.14.0.1
Help Desk MX is rated 5 out of 5 based on 14 user reviews
514
Magento Edition*
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Overview Help Desk MX

Features for Customers

Create a ticket via Contact form

This feature allows to create tickets using Magento Contact form.

  • You can allow a customer to select department and priority of a ticket.
  • Customer can attach files.
  • You can add your own custom fields to form (text, dropdown list, calendar, etc).

Create a ticket via Contact Us Tab

This feature allows to create tickets using Contact Us tab, which is shown in the left or right side of each store page. When customer clicks on the tab, help desk shows a popup window containing the Contact Us form.

  • You can allow a customer to select a department and priority of a ticket in the form.
  • Customer can attach files.
  • You can add your own custom fields to form (text, dropdown list, calendar, etc).
  • You can enable integration with Mirasvit Knowledge Base extension.

    If integration is enabled, customer will perform search in the knowledge base before opening a ticket. Otherwise customer will open a new ticket.

Create a ticket from chat (Zopim, Olark, Livezilla, etc)

If chat is in an offline mode, Help Desk MX can create tickets from the offline messages. Thus, you will not lose such messages. Your team will reply to every message.

Widget with a form for the ticket creation

This feature allows to add the ticket creation form into any CMS page or block. You can add different types of the custom fields into the form.

Customer Account

Customer account contains section named Help Desk. Visiting such section, customer can do the following things:

  • To create a ticket or reply to a ticket;
  • To see the list of tickets;
  • To check out his/her message history for any ticket;
  • To check out the highlighted tickets with new messages in the list.

Features for Support Agents

List of Tickets

  • You are able to configure list of the columns, which are displayed in the tickets table.
  • You can perform mass actions with the tickets as follows:

    • To perform a change of Status, Priority, Owner;
    • To move tickets to the Archive;
    • To move tickets to the Spam;
    • To delete the tickets.
  • You can perform global search by the tickets.

    Efficient search algorithm. Search in all the fields of the tickets. Results are sorted by relevance.

Archive of Tickets

Tickets, which do not require any actions from the agents (such as waiting for an answer from a customer or closed), can be easily moved to the archive. Hence, you'll be only left with the tickets, which are located in the main list of the tickets and require the answers from agents.

You can adjust extension settings in order to specify status under which your ticket will be automatically moved into the archive. Also you can set up the workflow rules in order to enable automatic redirection of a ticket to or from the archive.

Work with Ticket

  • Agent can link a ticket with customer and his order. This feature works for registered and non-registered customers.
  • Agent can use quick responses (predefined templates of answers)
  • Agent can see a source of ticket.
  • Agent is able to add tags to ticket.
  • Agent can add an internal comment (customer won’t be able to see it).
  • Agent can see/edit values of the custom fields.
  • Agent can setup the Follow Up feature. This feature enables automatic sending of an email notification to Agent as well as a change of status, priority, owner of the ticket after some specified period of time.
  • Agent is able to check the list of other tickets for this customer.

Conversation with Third Parties Must Have

Agent can send emails to third parties and receive the answers from them at the ticket page. Such messages can contain a conversation with the suppliers, shipping company, etc. Conversations can be public and private. Customer will see public conversations in the ticket history. Private conversations will be visible only for agents.

List of tickets in the customer/order edit page

Agent can open the customer page in the backend and check all the tickets available for this customer.

He can also open the order page in the backend and check out all the tickets, which are connected with this order.

Satisfaction Surveys Must Have

Help Desk MX allows to insert a block with the satisfaction survey into email with the agent reply. Customer will be able to evaluate the reply quality by clicking the smiley upon receipt of such an email. He will also be able to add a comment in addition to chosen smiley.

Agent will receive an email containing the customer feedback. He will be able to improve the quality of his work based on such a feedback.

There will be collective list of all customer feedbacks in the backend. Therefore, you will be able to draft the customer satisfaction report.

Features for Administrator

Mailboxes Must Have

You can connect your mailboxes to the help desk (e.g. sales@store.com, return@store.com, support@store.com). Help Desk will regularly check them and fetch the emails. Emails will be converted to the new tickets or the answers will be added to the existing tickets.

Your employees will be able to fully correspond with customers through the Help Desk, therefore they will be able to work in a more efficient way.

  • You can connect any number of mailboxes.
  • Emails from the different mailboxes can be automatically assigned to the different departments and store views.
  • 2-way email parsing

    Customer or agent can answer the ticket without a need to visit the store. Providing response to an email via the email client will suffice. Help desk will receive the email with an answer, attach it to the right ticket and forward it further on.

  • Support of IMAP/POP3, SSL

Departments

Every ticket can be assigned to department. Customer can select a department for new ticket.

  • Ability to add/edit/remove departments;
  • Every department has the assigned agents;
  • Ability to send an email notification about a new ticket to all the department agents;
  • Ability to translate the department's name into different languages (for multilingual stores).

Statuses/Priorities

  • Ability to add/edit/remove statuses/priorities;
  • Ability to assign unique color for any status/priority;
  • Ability to translate the name of status/priority into different languages (for multilingual stores).

Quick Responses

Quick Responses represent the templates of frequent answers, which can be used to reply a ticket.

  • It is possible to add/edit/remove quick responses.
  • They can be assigned to the store views.
  • It is possible to use different ticket's variables in the template.

Custom Fields Must Have

Custom Fields allow to customize the help desk as required. You can create any number of fields for storing all the ticket-related information.

  • Custom fields can be of different types (text, dropdown list, checkbox, calendar).
  • Field can be displayed in the following places:

    • Customer account;
    • Ticket creation form;
    • Contact us form;
    • Contact us popup.
  • Customer or agent may be required to fill the field.
  • Multilingual support

Access Permissions

Extension allows to configure the different access permissions for the agents from different departments.

Workflow Rules Must Have

Workflow rules allow you to configure the Help Desk algorithm in unique way. You create the rule, which will be executed once the certain event is initiated. When rule is executed, it will be checking out whether certain conditions are fulfilled, and then it will run the execution of specified actions granted positive outcome of such an operation.

  1. Workflow rules can be executed when one of the following events initiates:

    • New ticket has been created;
    • New reply from customer has come in;
    • New reply from staff has come in;
    • New reply from third party has come in;
    • Ticket has been assigned to the agent;
    • Ticket has been changed;
    • Every hour check by cron.
  2. Workflow rules can check the fullfilment of the ticket fields with regard to completion of the certain conditions.
  3. If conditions are fulfilled, then workflow rules will run execution of the specified actions such as:
    • change of a status of the ticket;
    • change of a priority of the ticket;
    • change of a department of the ticket;
    • change of an owner of the ticket;
    • change of the ticket tags;
    • move the ticket to the archive.
  4. Workflow rules can send notification emails to the owner of the ticket/all department's agents/customer.

Examples of Usage

  • Notify store owner if a ticket has not been answered for 3 days;
  • Set status to 'In Progress' upon receipt of the first reply from support team
  • Close ticket and send notification in case of not getting reply from a customer during 30 days.

Reports

Tickets report

This feature allows to analyze the following data:

  • Number of New Tickets;
  • Number of Solved Tickets;
  • Percentage of Solved Tickets;
  • Total Number of Tickets;
  • Time of the 1st Reply;
  • Time of the 1st Resolution;
  • Full Resolution Time.

Customer Satisfaction Report

This feature allows to analyze the following data:

  • Number of Received Votes (Great/OK/Bad);
  • Number of Total Responses;
  • Satisfaction Score;
  • Response Rate.

All reports will enable analysis of the information altogether. In particular, you will be able to process and sort information by every store department or every member of support team. Reports also include graphics, which can be used to analyze the dynamics of changes in a very convenient way.

Integration with Mirasvit RMA Extension

This feature allows to convert the tickets into the RMA requests. Let us assume that a customer sends an email to the next address: returns@store.com. Help Desk receives this email and converts it into a ticket. Agent can convert this ticket into the RMA request by clicking the button named Convert to RMA. After converting to RMA all further emails for this ticket will be automatically forwarded to the RMA extension and all communication will go there.

Additional Features

  • The ability to customize the email templates through the admin interface messages
  • The effective spam protection

Comparison with the Cloud Services

Feature Help Desk MX Cloud service (Zendesk, Kayako, Help Scout, etc).
Terms of Use You pay for an extension only once. No monthly or annually fees. Unlimited amount of the tickets or agents. You have to pay every month. Your functionality is limited by chosen subscription plan. Your expenses will increase as the size of your company grows.
Integration with Magento Extension is fully integrated with Magento. Customers and orders are linked to the tickets. All the information is at your disposal in the backend of your store. You need to constantly switch between Magento backend and the cloud service interface. There is no convenient link between customers, orders and tickets.
Data Protection All information is stored in your server. You do not pass your private information to the third parties. Information about your customers or emails is passed to the third parties.
Customization Ability You receive an extension along with open source code. You can change extension logic in accordance with your requirements, or add new features. There is no access to the source code. It's not possible to change anything.

Comparison with Extensions of the Other Providers

Feature Help Desk MX Other help desk extension
Workflow rules + -
Satisfaction surveys + -
Conversation with third parties + -
Ability to create a ticket using contact us tab + -
Archive of rickets + -
Widget with ticket's creation form + -
Custom fields + -
Integration with RMA extension + -
Integration with Knowledge base extension + -

For Customers

  • Create ticket via contact form

    When customer posts a message via magento contact page, helpdesk creates a ticket

  • Create ticket via feedback tab

    Customer can use feedback tab to contact your sales team

  • Create ticket via email

    Customer can email to email address of your team (e.g. sales@store.com). Helpdesk will fetch email and convert it to ticket.

  • Satisfaction survays

    Customer can rate the answer of support team member. By this way, we can impove the quality of our customer care service.

For Support Agents

  • Full integration with Magento

    You do all tasks from one system. Tickets linked with customers and orders. Very convenient interface.

  • Customise priorities, statuses, departments

    You can easily add any number of own priorities, statuses, departments. No limits.

  • Quick responses

    You can create templates for the typical responses and by this way significantly speed up work of your team.

  • Custom fields

    You can easily add own fields for ticket. Fields can have different types. By this way, you can customise help desk for your business without help of developers.

  • Integration with Knowledge Base extension

    You can easily add own fields for ticket. Fields can have different types. By this way, you can customise help desk for your business without help of developers.

  • Workflow Rules

    Feature allows to create own custom business rules to control your tickets, notify customers or support agents. You will not need a help of programmer to setup your business processes.

  • Third Party Collaboration

    You can ask your suppliers right from tickets. You can send visible for customer and private questions. Answers of your suppliers will be added to the ticket.

Customer reviews for Help Desk MX

Most helpful Date
THOSE GUYS ARE GREAT
By NS COM on February 4, 2015      Verified Purchase

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

THANKS GUYS

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Great Extension
By Niclamarino on February 18, 2015

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.

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Great extension
By Beatriz on January 22, 2015

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!

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Solid, Well-Written Extension
By Mike on January 12, 2015      Verified Purchase

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

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Perfect extension !!
By Jean-Hugues on June 23, 2014      Verified Purchase

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!

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This is the best helpdesk Magento Extension.
By Kasmin on June 6, 2014

Great! Mirasvit created this extension.

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Very Very Pleased
By MancerCorp on May 22, 2014

a very clean, nice extension that loads and works seamlessly. Nice chart reporting features etc. Email polling is perfect. Support is excellent as well.

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Great extension and support
By Gideon on May 7, 2014

Great magento extentions with usefull and flexible/adjustable functionality, and the much more important thing - outstanding, or i should say, awesome customer support.

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Great extension and Support
By Sergio on May 7, 2014

Very fast reply directly with the requested solution.

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The value of help desk
By Andrea on April 25, 2014

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).

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Great extension superb support
By David on March 27, 2014      Verified Purchase

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.

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Must have extension
By Steve on March 7, 2014

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!

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Brilliant extension!
By Patrick on March 2, 2014

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!

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Great Magento extension!
By Jack on February 26, 2014

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.

Thanks.

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Write Your Own Review
Overall Satisfaction
Post a comment

1.1.0.1285 Feb 26, 2015

  • Signature for each agent

1.1.0.1282 Feb 24, 2015

  • Backend: Ability to use CC, BCC

1.0.9.1228 Feb 13, 2015

  • Insert Quick response not working if WYSIWYG editor is enabled.

1.0.9.1225 Feb 12, 2015

  • When we open a ticket, filter of main tickets grid is applied to the "Other tickets" list

1.0.9.1192 Jan 27, 2015

  • Wildcard exceptions: support regular expressions

1.0.9.1002 Jan 20, 2015

  • Add contact form widget
  • Add ability to select department and priority in the feedback popup
  • Allow customers to attach files in the feedback popup

1.0.8.988 Jan 20, 2015

  • Fix wrong naming of some classes

1.0.8.985 Jan 13, 2015

  • MstCore (common for all extensions): MstCore: Incorrectly identify Magento version (effects only Magento EE 1.14.1.0 with SEO extension)

1.0.8.981 Dec 29, 2014

  • When admin removes department, gateways which linked to this department stop working
  • Helpdesk incorrectly parses some links

1.0.8.976 Dec 29, 2014

  • When i create a new ticket, it's not possible to use Pre-defined Responses
  • When i create a new ticket from order page, i need to auto assign correct store view
  • If we add internal note, don't change owner of the ticket
  • We should show links to connected RMAs in the ticket page

1.0.8.966 Dec 17, 2014

  • When we create a ticket for guest customer, customer name is empty

1.0.8.964 Dec 17, 2014

  • Autosave draft of reply in backend
  • Notify if two users has opened the same ticket
  • Improve parse body from emails

1.0.7.932 Dec 04, 2014

  • Add limit by timeout for fetch cron job

1.0.7.931 Dec 02, 2014

  • Allow to fetch tickets by using shell/helpdesk.php
  • Fix ticket attachment backend URL
  • Magento block in the email breaks message output
  • Helpdesk hides xml/html code in messages

1.0.7.913 Dec 01, 2014

  • Exception in cron Mirasvit_Helpdesk_Helper_Mail->sendNotificationReminder

1.0.7.911 Nov 26, 2014

  • In some cases, we have observer error during installation, because tables are not created yet
  • In some cases we have error during installation "Mage registry key "_singleton/Mirasvit_Helpdesk_Model_Observer" already exists"

1.0.7.908 Nov 25, 2014

  • In some cases, the tickets grid we have SQLSTATE[23000]: Integrity constraint violation: 1052 Column 'department_id' in where clause is ambiguous

1.0.7.907 Nov 20, 2014

  • Ability to translate labels in dictionaries
  • Add support of extension BL_CustomGrid

1.0.6.899 Nov 18, 2014

  • Allow to show View link in main tickets grid
  • Some incoming emails do not have 'Message ID'. Helpdesk can't fetch them in some cases.
  • Wrong messages date in the frontend ticket view
  • The ability to see customer past tickets when viewing current ticket.

1.0.6.889 Nov 17, 2014

  • MstCore (common for all extensions): In some rare cases we have SQL error during installation (duplicate key name 'mstcore_urlrewrite_index1')

1.0.6.888 Nov 17, 2014

  • MstCore (common for all extensions): Encoding problem with russian chars
  • In some cases links in messages are incorrectly parsed and don't contain full url
  • MstCore (common for all extensions): Attachments are downloaded without extension in FF (affected RMA extension)
  • Allow attach files in magento contact form
  • Some attachments are not parsed
  • Helpdesk trims links after '?'
  • We need to make 'internal note' messages more visible in the backend
  • MstCore (common for all extensions): When click "Run validation tests" for particular extension, core test not running
  • Bug with new feature archive flag in the workflow rules
  • Attachments are downloaded without file's extension in FF
  • In some cases helpdesk doesn't see inline images
  • MstCore (common for all extensions): Wrong extension code in the extension validator
  • Attachment problem with Mandrill extension
  • MstCore (common for all extensions): Ability to validate existence and CRC sum for extension files (depending on version of extension)
  • MstCore (common for all extensions): Problem with check of extension status
  • Incorrect reports if tickets table has user_id=NULL
  • MstCore (common for all extensions): Add checks for possible PHP cache
  • Add checks of permissions to validator
  • "Fetch Only X Last Emails" is not working

If you have discovered that some very important and necessary feature is missed in this extension, please, let us know via support@mirasvit.com or via online chat.

Improve an extension by adding useful features and you are guaranteed to get a coupon with a valuable discount!!!

1
Usability and Performance
Module is easy to install and easy to upgrade, just follow step by step our user guide.
2
Multiple stores support
Support multiple stores, multiple languages and multiple domains.
3
Safe Magento updates
No core modifications. Just copy extension files to store root directory.
4
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.
5
Unencrypted source code of our products
You can customize extensions according to your needs and requirements.
6
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.
7
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.
8
Comprehensive Documentation
We provide an expanded user guide for every our extension, so you can find answers for all your burning questions.
9
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.
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Help Desk MX is rated 5 out of 5 based on 14 user reviews
Magento Edition*
Options
$169
Help Desk MX