Configuration options

In this section, you will find detailed instructions on how to configure various aspects of the Help Desk MX extension.

📄️ Configuration settings

To configure the Help Desk MX extension, navigate to Stores -> Settings -> Configuration -> Mirasvit Extensions -> Helpdesk.

📄️ Tickets

The Tickets section empowers you to efficiently manage and organize customer inquiries through the intuitive Ticket grid.

📄️ Departments

Departments in Help Desk MX form the backbone of your support structure, allowing you to efficiently manage ticket assignments,

📄️ Email gateways

Help Desk MX can automatically fetch emails from your configured mailboxes and convert them into support tickets. This functionality enables seamless customer interactions by allowing direct email-to-ticket conversion. To enable this, you need to connect your email account to the Help Desk via the Gateway configuration and ensure that cron jobs are enabled.

📄️ Priorities

Priorities in Help Desk MX are a powerful tool to organize and streamline your support process by ranking tickets based

📄️ Statuses

Statuses play a critical role in defining the various stages of a ticket's lifecycle.

📄️ Quick responses

Quick responses in Help Desk MX are powerful message templates designed to streamline support operations and improve response

📄️ Custom fields

Help Desk MX empowers you with the ability to create Custom fields, enabling you to capture and store any additional information

📄️ Spam patterns

Help Desk MX includes a robust spam filtering system, allowing you to automatically filter incoming emails and block

📄️ Permissions

The Help Desk MX permissions feature allows backend agents to manage access to tickets based on their roles.

📄️ Workflow rules

Workflow rules in Help Desk MX empower you to automate repetitive tasks and streamline ticket management, freeing up time

📄️ Working Hours

The Working hours feature enables you to define and display a detailed timetable for your store, providing clear

📄️ Satisfaction survey results

The Satisfaction survey feature provides invaluable insights into how customers perceive your support team's performance.

📄️ GraphQL API

Leverage the power of GraphQL with Help Desk MX to seamlessly integrate your store’s support system with external tools,

📄️ Known issues

This section describes the most common problems that customers report and how they can be resolved:

📄️ CLI commands

Below are the available commands for the Help Desk MX module.