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. It allows every customer to submit support requests in the most suitable manner.

Compatible with:

Community - 1.9.3
Enterprise -
Help Desk MX is rated 5 out of 5 based on 58 user reviews
58 reviews

Features for Customers

Create a ticket via a Contact Us Tab

This feature allows to create tickets using a Contact Us tab, which is shown in the left or right side of each store page. When a customer clicks on the tab, the 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 the form (text, dropdown list, calendar, etc).
  • You can enable integration with the Mirasvit Knowledge Base extension.

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

Create a ticket via a Contact form

This feature allows you to create tickets using the Magento Contact form.

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

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

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

Widget with a form for the ticket creation

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

Customer Account

Customer account contains a section named Help Desk. By visiting this section, a customer can do the following things:

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

Features for Support Agents

List of Tickets

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

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

    Efficient search algorithm. Search within 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 are 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 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.

Working with Tickets

  • Agent can link a ticket with a customer and his order. This feature works for registered and non-registered customers.
  • Agent can use quick responses (predefined templates of answers)
  • Agent can use CC, BCC for ticket emails New
  • 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.
  • Agent is able to see whether another agent is responding to a current ticket. New
  • Every agent can setup own their signature for emails. Signature can include html tags and images. New

Conversation with Third Parties Must Have

Agent can send emails to third parties and receive the answers from them on the ticket page. These messages can contain a conversation with the suppliers, shipping company, etc. Conversations can be public or private. Customers 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 their customer.

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

Satisfaction Surveys Must Have

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

The agent will receive an email containing the customer feedback. He will be able to improve the quality of his work based on this feedback.

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

Features for Administrator

Mailboxes Must Have

You can connect your mailboxes to the help desk (e.g.,, Help Desk will regularly check them and fetch the emails. Emails will be converted to new tickets or 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 different mailboxes can be automatically assigned to the different departments and store views.
  • 2-way email parsing

    A customer or agent can answer the ticket without needing to visit the store, because providing a response to the 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


Every ticket can be assigned to a department. The customer can select a department for the new ticket.

  • Ability to add/edit/remove departments.
  • Every department has 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).


  • 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.

Signatures for Email

You can setup a signature for each agent and help desk will automatically add the signature to the outgoing emails. Signatures can include HTML tags (e.g. you can add a photo of your agent).

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.

  • Different types of custom fields (text, dropdown list, checkbox, calendar).
  • Fields 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 in the field.
  • Multilingual support

Access Permissions

The 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 a unique way. You create the rule which will be executed once a certain event is initiated. When the rule is executed, it will check out whether certain conditions are fulfilled, and then it will run the execution of specified actions granting a positive outcome of such an operation.

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

    • New ticket has been created.
    • New reply from a customer has come in.
    • New reply from staff has come in.
    • New reply from a third party has come in.
    • Ticket has been assigned to the agent.
    • Ticket has been changed.
    • Every hour checked by cron.
  2. Workflow rules can check the fulfillment of the ticket fields with regard to the completion of certain conditions.
  3. If conditions are fulfilled, then workflow rules will run the execution of specified actions such as:
    • Status change of a ticket
    • Priority change of a ticket
    • Department change of a 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

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


This feature allows you to analyze the following data:

  • Number of New Tickets.
  • Number of Changed Tickets.
  • Number of Replies.
  • Number of Solved Tickets.
  • Time of the 1st Reply.
  • Full Resolution Time.
  • Number of Received Votes (Great/OK/Bad).
  • Number of Responses.
  • Satisfaction Score.
  • Response Rate.

All reports will enable full analysis of the information. In particular, you will be able to process and sort information by every store department or every member of the 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 you to convert the tickets into RMA requests. Let us assume that a customer sends an email to the address: Help Desk receives this email and converts it into a ticket. The 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
  • Effective spam protection
  • Protection from a hanging helpdesk due to recursive email fetching New

Comparison with 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 a 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 at 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 on your server. You do not pass your private information to third parties. Information about your customers or emails is passed to third parties.
Customization Ability You receive an extension along with an 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 Other Providers

Feature Help Desk MX Other help desk extension
Workflow rules + -
Satisfaction surveys + -
Conversation with third parties + -
Ability to create a ticket using a contact us tab + -
Archive of tickets + -
Widget with a ticket 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. 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.




  • Resolved issue with high CPU load due to Desktop Notifications
  • Fixed ticket saving issue when store and database have different timezones




  • Added ability to filter uploaded files


  • Solved XSS issue




  • HDMX-90 - Added comprehensive Known Issues and How-To sections to documentation (#91)
  • HDMX-88 - Added Tags filtering in Tickets Grid (#89)
  • HDMX-85 - Filtered satisfaction rates from Google IPs (#86)
  • HDMX-81 - Added to History changes of Status and Owner (#82)
  • HDMX-77 - Added [order_increment_id] and other order-based variables to Quick Responses (#78)


  • HDMX-83 - Fixed incorrect attachment to message binding, if email with the same ID existed before (#80)
  • HDMX-79 - Adding messages to Spam ticket is forbidden now (#80)
  • HDMX-75 - Fixed saving of custom fields with date format (#76)
  • HDMX-70 - Fixed permission bug for Third Party Email dictionary (#71)




  • HDMX-64 - Fixed event firing issue, made internal post generate proper event (#65)


  • HDMX-54 - Allow integration Contacts Form with KB (#55)
  • HDMX-56 - Allowed using of variables in User Signatures (#57)
  • HDMX-62 - Added three minute-based conditions to Help Desk Workflow Rules (#63)
  • HDMX-66 - Allowed Notification Indicator to show only for Help Desk staff (#67)
  • HDMX-59 - Added Frequently Asked Questions to documentation (#68)




  • New Message template preview crush at Transaction Emails
  • Incorrect department save when answering staff has no department
  • Customer Email column issue and Order Number condition check issue
  • Mirasvit_Helpdesk_Model_Observer_CheckSessionLifetime::execute method creates the early session issue in magento admin


  • Added new rules to email parser




  • Fixed incorrect display of statuses with extended colors in Frontend
  • Fixed active tickets calculation for ticket statistic
  • Fixed search by Last Message column
  • Fixed error log messages


  • Added possibility to display tags in admin grid
  • Added email variables for last customer and staff messages




  • Fixed an issue when user with the same email as gateway organized loop of answers (#32)




  • Fixed incorrect Hours since rule validation and notification corrected (#25)
  • Fixed an issue when incorrect email encoding makes fetch fail (#29)
  • Fixed an issue when wrong tickets url in "Customer -> Help Desk Tickets" tab (#27)


  • Added mass action Restore tickets (#23)




  • Fixed an issue when satisfaction form does not display on ticket external view (#20)




  • Fixed an issue when in some cases 'uid' parameter cut from $_REQUEST (#19)




  • Added to Validator missing tables for Third-Party Dict… (#12)
  • Fixed issue with Fetch Max counting also auto-submitted emails (#14)
  • Added check for gateways address on Fetch (Mandrill compatibility issue) (#8)
  • Fixed incorrect visibility for agent's respond as thirdparty (#10)
  • Fixed long URIs breaking outside message div (#6)
  • Added missed source options to the conditions of workflow rules




  • If session cookie lifetime is not set in config, extension may autologout user




  • Close merged ticket after tickets merge


  • Possible js conflict with 3rd party layred navigation




  • HDMX-276 - Added ability to rate support answers via frontend
  • Added loader to feedback tab




  • HDMX-285 - Added customer Cross-comments


  • HDMX-290 - Fixed order sorting in frontend ticket submission form




  • HDMX-278 - Added email preheader. Emails of helpdesk will be more nice in the mailbox.
  • HDMX-271 - Don't allow to send Cc and Bcc of emails to own gateways




  • HDMX-284 - Fixed an issue of Session Lifetime
  • HDMX-282 - Fixed incorrect Unread flag assigning for Internal messages




  • HDMX2-22 - Improved ticket answers' parser


  • HDMX-279 - Fixed ticket history
  • HDMX-281 - Fixed store-based filtering of Custom Fields at List page in Customer Account




  • HDMX-274 - Added dictionary for Third Party Emails




  • HDMX-272 - Added Tickets Autosave section to the Help Desk Settings and check period settings
  • HDMX-267 - Added separate permission for Reports refresh recent and lifetime
  • HDMX-270 - Added eBay identification reference number to emails




  • HDMX-269 - Fixed bug, that allowed Internal Note to be send to the CC and BCC




  • HDMX-268 - Adjusted validator to current database structure




  • Notification about ticket opened by another manager


  • HDMX-266 - Fixed email variable check
  • HDMX-266 - Fixed incorrect display of assigned order and incorrect data saving if ticket was dropped
  • HDMX-265 - Fixed incorrect display of custom fields with drop-lists in Workflow Rule Conditions
  • HDMX-264 - Fixed incorrect display and download of files with extended characters
  • Fix possible problem when we receive a huge email




  • Incorrect validator check of department assigned to gateway
  • Add additional validator checks




  • HDMX-261 - Possible error when switch storeview in backend (affects only 1.2.0)




  • HDMX-228 - Show desktop notification about new tickets and new messages
  • HDMX-229 - Allow managers to edit/delete a message from the ticket history
  • HDMX-243 - Added Customer Email and Order columns to the Tickets Grid


  • HDMX-240 - Fixed misformed link in Satisfaction Grid
  • HDMX-238 - Added additional check for external tinyMCE to prevent Quick Responses always translated as HTML
  • HDMX-224 - Solve the problem with possible ticket loop




  • RMA-122 - Add RMA tab inside the ticket page of Help Desk
  • HDMX-100 - Added to Workflow Rules new conditions - customer email, cc email, bcc email, order number and channel
  • HDMX-210 - Added quick responses migration from MW to HDMX


  • HDMX-222 - Added button text change to have consistent dialog
  • HDMX-222 - Fixed issue with button Create Ticket change when WYSIWYG enabled
  • HDMX-211 - Possible error during fetch: "Notice: iconv(): Wrong charset, conversation from ..". Affects from


  • HDMX-216 - Field Sender Email in Departements must be required and validated by email pattern
  • HDMX-218 - improve docs and help message of gateways
  • HDMX-217 - Add help note in configuration
  • HDMX-161 - Gateway note message


  • HDMX-195 - Add to manual method to insert our Contact Form as block in CMS page
  • HDMX-100 - Added description of conditions
  • HDMX-215 - Added descriptions of email variables in workflow rules

  • HDMX-206 HDMX-209

  • HDMX-208

  • HDMX-198

  • HDMX-205

  • fix: HDMX-204: If enabled WYSIWYG, ticket history shows html tags
  • HDMX-201
  • HDMX-200
  • HDMX-199

  • Add additional changes for HDMX-170

  • HDMX-156
  • HDMX-155

  • HDMX-153
  • HDMX-153
  • HDMX-149
  • HDMX-151
  • HDMX-150

  • HDMX-148

  • HDMX-145
  • HDMX-91

  • HDMX-143

  • HDMX-102

  • HDMX-141

  • HDMX-94
  • HDMX-138

  • HDMX-135 -- If i do search in the main grid, search is applied to the ticket list in the Order Tickets Tab
  • HDMX-133 -- If order have only billing address, ticket creation from that order fails

  • HDMX-130 -- When notificator has to be delivered to multiple recipients, sending email fails

  • HDMX-125 -- When javascripts merged, adminhtml.js fails (affects releases from

  • HDMX-109 -- Automatically sets default value "Internal Note" for the "Message Type" at the Reply field

  • HDMX-101 -- Undefined index: customer_email in ../Helpdesk/Helper/Customer.php on line 43

  • HDMX-98 -- When in contact form credentials differs from account data, ticket created with credentials from account
  • HDMX-92 -- Allow automatic assigning order to a ticket from email subject

  • HDMX-90 -- When Mandrill is active, fatal error raises on sending CC

  • HDMX-89 -- In contact form all departments are displayed, including inactive
  • HDMX-88 -- Backend: When i open an edit customer page, Tickets tab, ticket sorting is not working correctly

  • HDMX-85 -- Option for enabling/disabling accepting tickets from other helpdesks
  • HDMX-84 -- When deleting a department, assigned to a gateway, reference in m_helpdesk_gateway persists

  • HDMX-81 -- Kill helpdesk process if it has been stuck

  • HDMX-77 -- Allow storing attachments in local file system

  • HDMX-70 -- Ability to merge tickets

  • HDMX-69 -- Signature for each agent
  • HDMX-68 -- Insert Quick response not working if WYSIWYG editor is enabled.
  • HDMX-61 -- Block send button to prevent sending twice
  • HDMX-67 -- When we open a ticket, filter of main tickets grid is applied to the "Other tickets" list
  • HDMX-62 -- Protect helpdesk from hanging with recursive fetching of emails
  • HDMX-66 -- Backend: After creating a new ticket, forward agent to the tickets list
  • HDMX-63 -- Allow to hide all agent names from the frontend

Sort by: Most helpful Newest
  1. Essential elements        Magento 1

    Used in conjunction with Sphinx Search Ultimate for integrated search.

    By Sh on September 8, 2017 Verified Purchase
  2. fantastic        Magento 1

    wonderful module definitely needs to be all magento

    By Turgay on September 6, 2017 Verified Purchase
  3. Best ticket system for Magento        Magento 1

    We tried more ticketing systems for Magento but this is currently best one. Need some improvements but not a lot :-)

    By Jakub on September 3, 2017 Verified Purchase
  4. Best Ticket System I ever had        Magento 1

    Guys this is the best ticket system for magento, I talk for real
    if you are looking for a good ticket system, this is the best one.

    By Mo'men Darwish on July 27, 2017 Verified Purchase
  5. very nice        Magento 1

    very nicevery nicevery nice

    By Tanawat on March 11, 2017 Verified Purchase
  6. Very useful        Magento 1

    Very good and useful extension. It saves us about $800 a year compared to an online customer support service.

    By Kacih on December 28, 2016 Verified Purchase
  7. Powerful and easy to use        Magento 1

    Really nice extension. This is a must Have extension if you want to track every mail with your customers.

    By Xavier on December 22, 2016 Verified Purchase
  8. Great magento extension and great support        Magento 1

    Mirasvit team is a real professional and support is fantastic. One of the best Magento extensions!

    By Harry on December 21, 2016 Verified Purchase
  9. Super help hesk module        Magento 1

    I recommend this module installs him in the shop 5 am very happy with it.

    By Mateusz on December 7, 2016 Verified Purchase
  10. Help Desk Good        Magento 1

    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

    Great stuff

    By Adam on November 30, 2016 Verified Purchase
  11. Great App and Support        Magento 1

    Very helpful

    By Leo on November 14, 2016 Verified Purchase
  12. Nice Extension        Magento 1

    Nice extension with good support.

    By Harpreet on November 3, 2016 Verified Purchase
  13. Excellent Help Desk MX!!!        Magento 1

    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.

    By Paulo on August 31, 2016 Verified Purchase
  14. Revolutionized our customer contacts        Magento 1

    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.

    By Tim on June 6, 2016 Verified Purchase
  15. Really good stuff        Magento 1

    Makes support much more manageable and declutters things. Also allows to be on top of issues and relevant people aware of them.

    By MA on May 7, 2016 Verified Purchase
  16. One of the best extensions we have        Magento 1

    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.

    By Daniel on April 23, 2016 Verified Purchase
  17. Perfect extension for Helpdesk within Magento        Magento 1

    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.

    By Mayank on April 19, 2016 Verified Purchase
  18. 1 people found this review helpful
    RUN, don't walk, to get this extension!!        Magento 1

    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
    - feature-rich
    - 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!

    By Alphonse on April 7, 2016 Verified Purchase
  19. Works great.        Magento 1

    This solution is a great alternative to paid online ticket system. Very easy to use and a lot of features. Work as expected :-)

    By Bert on March 31, 2016 Verified Purchase
  20. Good extension        Magento 1

    Extension works well.
    Not easy to convince customer to stop calling by phone but this extension is a good help

    By Valerio on March 24, 2016 Verified Purchase
  21. Excellent Product        Magento 1

    It's just exactly what you need in a customer support ticketing system. Well done guys.

    By Segun on March 18, 2016 Verified Purchase
  22. Great Solution For Growing Business        Magento 1

    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@!

    By Josh on February 26, 2016 Verified Purchase
  23. Ample of Scope and Feature        Magento 1

    Browsed through a large number of Helpdesk extensions and finally settled with this one and did'nt regret....!!

    By Krishnendu on February 11, 2016 Verified Purchase
  24. Works great.        Magento 1

    Very nice extension and great company to work with...

    By Alex on November 12, 2015 Verified Purchase
  25. Great extension for customer service        Magento 1

    Keeps everything in one place. No problem on install. Fantastic support from Mirasvit as always.

    By John on October 29, 2015 Verified Purchase
  26. Great & thorough extension        Magento 1

    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.

    By Mike on October 26, 2015 Verified Purchase
  27. Best Helpdesk Extension around        Magento 1

    Rocksolid extension with a great flexibilitiy.

    By Sven on October 13, 2015 Verified Purchase
  28. Saves a lot of time and hassle        Magento 1

    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)

    By Joelle on September 21, 2015 Verified Purchase
  29. Amazing        Magento 1

    WOrked right out of the box as described. So easy to setup as well.

    By Bee on August 11, 2015 Verified Purchase
  30. Very good        Magento 1

    Easy to install. Quick support. Very efficient

    By Maxime on June 27, 2015 Verified Purchase
  31. Excellent Product        Magento 1

    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.

    By Mallesh on June 26, 2015 Verified Purchase
  32. Perfect        Magento 1

    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.

    By Bjorn on June 25, 2015 Verified Purchase
  33. The best helpdesk extension you can find! Plus excellant support!        Magento 1

    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...

    By Nicolas on June 3, 2015 Verified Purchase
  34. Great Support and Easy to Use        Magento 1

    Worked great right after install - no issues! Love IT

    By Mark on May 20, 2015 Verified Purchase
  35. Customer support as it should be        Magento 1

    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!

    By Sven on May 5, 2015 Verified Purchase
  36. Robust and efficient extension, amazing customer support        Magento 1

    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!

    By Sergiy on April 29, 2015 Verified Purchase
  37. 2 people found this review helpful
    Great system and great support        Magento 1

    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.

    By Neal on April 2, 2015 Verified Purchase
  38. good extention from mirasvit team        Magento 1

    this extension is very useful for customer satisfaction. here our customers mail to us and we can manse all query at one place.

    By Amjath on April 1, 2015 Verified Purchase
  39. 1 people found this review helpful
    We use this Every Day        Magento 1

    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.

    By Brady on March 31, 2015 Verified Purchase
  40. Awesome Extension        Magento 1

    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

    By Anil on March 30, 2015 Verified Purchase
  41. Really a must have extension        Magento 1

    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.

    By Robert on March 28, 2015 Verified Purchase
  42. Very useful        Magento 1

    Easy and fully customizable. I definitely recommend it.

    By Nicola on March 17, 2015 Verified Purchase
  43. Good code quality        Magento 1

    Nice features set.
    Latest version has CCed email which is good to have.

    By Tien on March 17, 2015 Verified Purchase
  44. 1 people found this review helpful
    This guys are just awesome in all ways¡¡        Magento 1

    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¡¡¡

    By Felix on March 5, 2015 Verified Purchase
  45. Great Extension        Magento 1

    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.

    By Niclamarino on February 18, 2015
  46. 2 people found this review helpful
    THOSE GUYS ARE GREAT        Magento 1

    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


    By NS COM on February 4, 2015 Verified Purchase
  47. Great extension        Magento 1

    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!

    By Beatriz on January 22, 2015
  48. 6 people found this review helpful
    Solid, Well-Written Extension        Magento 1

    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

    By Mike on January 12, 2015 Verified Purchase
  49. 1 people found this review helpful
    Perfect extension !!        Magento 1

    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!

    By Jean-Hugues on June 23, 2014 Verified Purchase
  50. This is the best helpdesk Magento Extension.        Magento 1

    Great! Mirasvit created this extension.

    By Kasmin on June 6, 2014
  51. Very Very Pleased        Magento 1

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

    By MancerCorp on May 22, 2014
  52. Great extension and support        Magento 1

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

    By Gideon on May 7, 2014
  53. Great extension and Support        Magento 1

    Very fast reply directly with the requested solution.

    By Sergio on May 7, 2014
  54. 1 people found this review helpful
    The value of help desk        Magento 1

    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).

    By Andrea on April 25, 2014
  55. Great extension superb support        Magento 1

    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.

    By David on March 27, 2014 Verified Purchase
  56. 2 people found this review helpful
    Must have extension        Magento 1

    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!

    By Steve on March 7, 2014
  57. Brilliant extension!        Magento 1

    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!

    By Patrick on March 2, 2014
  58. Great Magento extension!        Magento 1

    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.


    By Jack on February 26, 2014

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.

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