How to

This section provides a collection of practical guides and tutorials on how to use different features of the Help Desk MX extension.

📄️ Create departments

Organizing your support team into Departments ensures that customer inquiries are handled by the most relevant team members,

📄️ Create gateways

Setting up Email gateways is crucial for integrating your customer support system with your email service,

📄️ Create priorities

Priorities are essential in managing ticket resolution by categorizing issues based on their urgency. By setting up

📄️ Create statuses

Statuses play a key role in tracking the progress of support tickets, providing clear visibility on where each request

📄️ Create quick responses

Quick responses enable your support team to reply to common customer inquiries swiftly and consistently.

📄️ Create custom fields

Custom fields offer a powerful way to collect additional information relevant to your support process, tailored to

📄️ Create spam patterns

Spam patterns allow you to automatically filter out unwanted or malicious submissions in your helpdesk,

📄️ Create permissions

Permissions allow you to control which users or roles can access specific areas of the helpdesk, ensuring that sensitive

📄️ Create workflow rules

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

📄️ Create working hours

The Working Hours feature allows you to set up and manage the operating hours of your support team. By defining these

📄️ Create new tickets from backend and reply to the tickets

This section provides a comprehensive guide for support staff on how to efficiently create and manage tickets from the backend.

📄️ Generate reports

The Reports section of the Help Desk module offers comprehensive insights into your support team's performance by visualizing

📄️ Set a reminder for ticket

An agent can set an email reminder for him or herself (or other agents) and customers - if a ticket is not answered for a long time, the action will be executed along with the reminder.

📄️ Sign messages with a custom signature

Our extension allows agents to have their signatures automatically added at the end of each response to the ticket. To add a signature, perform the following steps:

📄️ Customize the email template

To change the email template of the Helpdesk, you need to do the following steps:

📄️ Add variables to custom notification emails

Help Desk notifications also support standard Magento email template variables, such as {{var logo_alt}}, and supports function calling, like {{var store.getFrontendName()}}, and adds a set of its own variables.

📄️ Add Help Desk widget to specific pages

To insert Help Desk widgets to page, please take the following steps:

📄️ Migrate from Magento 1 to Magento 2

Below are examples of scripts that can be used in transferring data from Mirasvit Help Desk MX for Magento 1 to

📄️ Upgrade the extension

To upgrade the extension, follow these steps:

📄️ Disable the extension

Using these steps you can disable or remove extension.