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.
|Community||126.96.36.199 - 188.8.131.52|
|Enterprise||184.108.40.206 - 220.127.116.11|
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.
This feature allows to create tickets using Magento Contact form.
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.
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 contains section named Help Desk. Visiting this section, customer can do the following things:
You can perform mass actions with the tickets as follows:
You can perform global search by the tickets.
Efficient search algorithm. Search in all the fields of the tickets. Results are sorted by relevance.
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.
Agent can send emails to third parties and receive the answers from them at the ticket page. These 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.
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.
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.
You can connect your mailboxes to the help desk (e.g. firstname.lastname@example.org, email@example.com, firstname.lastname@example.org). 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.
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.
Every ticket can be assigned to department. Customer can select a department for new ticket.
Quick Responses represent the templates of frequent answers, which can be used to reply a ticket.
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 allow to customize the help desk as required. You can create any number of fields for storing all the ticket-related information.
Field can be displayed in the following places:
Extension allows to configure the different access permissions for the agents from different departments.
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.
Workflow rules can be executed when one of the following events initiates:
This feature allows to analyze the following data:
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.
This feature allows to convert the tickets into the RMA requests. Let us assume that a customer sends an email to the next address: email@example.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.
|Feature||Help Desk MX||Cloud service (Zendesk, Kayako, Help Scout, etc).|
|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 on 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.|
|Feature||Help Desk MX||Other help desk extension|
|Conversation with third parties||+||-|
|Ability to create a ticket using contact us tab||+||-|
|Archive of rickets||+||-|
|Widget with ticket's creation form||+||-|
|Integration with RMA extension||+||-|
|Integration with Knowledge base extension||+||-|
When customer posts a message via magento contact page, helpdesk creates a ticket
Customer can use feedback tab to contact your sales team
Customer can email to email address of your team (e.g. firstname.lastname@example.org). Helpdesk will fetch email and convert it to ticket.
Customer can rate the answer of support team member. By this way, we can impove the quality of our customer care service.
You do all tasks from one system. Tickets linked with customers and orders. Very convenient interface.
You can easily add any number of own priorities, statuses, departments. No limits.
You can create templates for the typical responses and by this way significantly speed up work of your team.
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.
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.
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.
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.
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
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.
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
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!
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 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.
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¡¡¡
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!
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).
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.
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.
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!
this extension is very useful for customer satisfaction. here our customers mail to us and we can manse all query at one place.
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.
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.
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!
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.
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.
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.
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