Help Desk

Customer settings

From the customer settings, you can enable the confirmation emails as well as the notification emails. 

Confirmation emails

You have the possibility to enable the confirmation emails. If enabled, the customers will receive a confirmation email each time they send a message to the support team. If enabled, fill in: 

• Sender Email
  It is the email address of the sender.
  

  support@example.com

• Sender Name
  It is the name of the sender.
  

  Support Team

• Email subject
  It is the subject of the email.
  

  Confirmation - message received

• Email content
  Define the content you want for the message.
  

  Dear {{customer_firstname}},<br/><br/>
  Your message has been sent to the Support team.
  Here is the message content:<br/>
  "{{message}}" <br/><br/>
  Kind Regards,
  The Support Team.

Notification emails

You also have the possibility to enable the notification emails. If enabled, the customers will receive a notification email each time the support team send them a message. If enabled, fill in: 

• Sender Email
  It is the email address of the sender.
  

  support@example.com

• Sender Name
  It is the name of the sender.
  

  Support Team

• Email subject
  It is the subject of the email.
  

  New message from the Support team

• Email content
  Define the content you want for the message.
  

  Hello {{customer_firstname}},<br/><br/>
  Your ticket "{{ticket_object}}" (#{{prefixed_id}}) has been updated.
  Please login to your account via this link in order to see the new message: {{customer_account_link}}<br/><br/>
  Regards,
  The Support Team.

Available variables

Note that you have the possibility to use variables to build the content of the message:

• {{customer_firstname}}
  Customer's firstname
• {{customer_lastname}}
  Customer's lastname
• {{customer_email}}
  Customer's email
• {{customer_account_link}}
  Link to the customer account
  Available only for the Notification emails. 
• {{ticket_id}}
  Customer's ticket ID
• {{prefixed_id}}
  Customer's ticket prefixed ID
• {{ticket_object}}
  Customer's ticket objecy
• {{message}}
  Customer's ticket message

Support team settings

From the support settings, you can enable the notification emails. 

Notification emails

You have the possibility to enable the notification emails. If enabled, the support team will receive a notification email each time a message is sent by a customer. If enabled, fill in: 

• Sender Email
  It is the email address of the sender.
  

  management@example.com

• Sender Name
  It is the name of the sender.
  

  HelpDesk - New message

• Email subject
  It is the subject of the email.
  

  [Message received] {{ticket_object}} (#{{prefixed_id}})

• Email content
  Define the content you want for the message.
  

  You received a new message from a customer.

Available variables

Note that you have the possibility to use variables to build the content of the message:

• {{customer_firstname}}
  Customer's firstname
• {{customer_lastname}}
  Customer's lastname
• {{customer_email}}
  Customer's email
• {{ticket_id}}
  Customer's ticket ID
• {{prefixed_id}}
  Customer's ticket prefixed ID
• {{ticket_object}}
  Customer's ticket object
• {{message}}
  Customer's ticket message

Create a support team

The Help Desk extension allows you to create your own support team. For that go to: 
Help Desk › TEAM Management › tEAM

Click on Create a TEAM. 

Configuration of the team

Define the configuration of the support team. 

• Enabled
  You can enable or disable the team whenever you want. 
  Note that if the team is disabled, all the conversations that are assigned to them will automatically become unassigned.
• Label
  This label will be displayed in the tickets grid.
  

  Technical team

• Email
  It is the email associated with that team.
  

  management@technical-team.com

• Manager
  Define the manager linked to the support team. The manager has access to all the tickets and can assign them.
  
• Users 
  Define the users of the team. 
  Users available in the dropdown are the ones defined in your Magento back-end from:
  System › Permissions › All Users
  Note that if you remove users, the conversations that are assigned to them will automatically become unassigned.

Assign tickets to the support team

You can easily assign a ticket to a team from:
Help Desk › Tickets Management › Tickets

From the tickets grid

Select one or more tickets and choose Assign To from the Actions dropdown. Finally, select the team or the user to whom you want to assign the ticket(s).

Note that users who are not Super Admin, will see only the messages assigned to them and the messages of their team that are not assigned.

A message is displayed and notifies that some tickets have been assigned. 

From the ticket

When editing a ticket, you can assign the ticket to a team or a member from the Assigned to dropdown and click on Update.

A message is displayed and notifies that the ticket parameters have been updated.

Create a new status

Help Desk allows you to create your own statuses. For that go to: 
Help Desk › Tickets Management › Status

Click on Create a Status. 

Configuration of the status

Define the configuration of the status. 

• Enabled
  You can enable or disable the status whenever you want. 
• Identifier
  This identifier will help you to identify this status in the configuration. 
  

  on hold

• Label
  This label will be displayed in the status tags. 
  

  On Hold

• Text color
  Define the color for the text of the tag. It can be the hexadecimal notation or a color name.
  

  white

• Background color
  Define the color for the background of the tag. It can be the hexadecimal notation or a color name.
  

  #007afc
  

To select the color of the text or the background, simply click on the field; a color picker will displayed.

Change the status of a ticket

You can easily change the status of a ticket from:
Help Desk › Tickets Management › Tickets

From the tickets grid

Select one or more tickets and choose Update Status from the Actions dropdown. Finally, select the new status of the ticket(s). 

A message is displayed and notifies that some tickets have been updated. The ticket you have selected is now showing an On Hold status. 

From the ticket

When editing a ticket, you can change the status from the Status dropdown and click on Update.

A message is displayed and notifies that the ticket parameters have been updated.

Create a new priority tag

You can create your own priority from: 
Help Desk › Tickets Management › Priority

Click on Create a priority. 

Configuration of the priority

Define the configuration of the priority. 

• Enabled
  You can enable or disable the priority whenever you want. 
• Identifier
  This will help you to identify this particular priority in the configuration. 
  

  follow

• Label
  This label will be displayed in the priority tags. 
  

  Follow

• Text color
  Define the color for the text of the tag. It can be the hexadecimal notation or a color name.
  

  white

• Background color
  Define the color for the background of the tag. It can be the hexadecimal notation or a color name.
  

  #16a4c7

• Weight
  Add a weight to your priority. The priority with the higher weight will be displayed on top of the tickets grid.
  

  100

To select the color of the text or the background, simply click on the field; a color picker will be displayed.

Edit the priority of a ticket

You can easily change the priority of a ticket from:
Help Desk › Tickets Management › Tickets

From the tickets grid

Select one or more tickets and choose Update Priority from the Actions dropdown. Finally, select the new priority of the ticket(s). 

A message is displayed and notifies that some tickets have been updated. The ticket you have selected is now showing a High priority tag. 

From the ticket

When editing a ticket, you can change the priority from the Priority dropdown and click on Update.

A message is displayed and notifies that the ticket parameters have been updated.

From the back-end

The Support team will be able to manage all the incoming messages from: 
Help Desk › Tickets Management › tickets

Answer a message

To answer a customer, the support team can click on Edit from:
Help Desk › Tickets Management › tickets

In the Messages section, they can write their answer and click on Send. 

Once the message is submitted, a notification displays: "Your message has been sent."

Add an internal note

To add an internal note, the support team members can write their note in the Messages section and choose Internal note as Type.

Note that internal notes will be visible by the admin users only.

After having clicked on Send, the note is submitted and a notification displays: "Your note has been saved." 

The note can be removed anytime when clicking on Delete. 

Customer Information

In the ticket, you also have access to the Customer Information section. This helps you to have all the information you need about the customers in one click. 

Conversation History

From the Conversation History part, you can check all previous tickets opened by the customer. 

Order History

In the ticket, you have an Order History section, where you can see a summary of the customer's orders.

Close a ticket

Users can close a ticket if they consider that the customer's issue is solved from: 
Help Desk › Tickets Management › tickets

From the tickets grid, they can select a ticket and choose Update Status from the Actions dropdown. Then, they'll be able to choose the Closed status. 

A message notifies that the ticket has been updated and the status is changed to Closed. 

From the back-end, customers will be able to see that the ticket status has been changed to Closed.

From the front-end

From the front-end, customers can have a look at all their tickets from their account in Support - My Tickets. 

Create a ticket

From their account in Support - My Tickets, customers can contact the Support team by clicking on New Ticket. They'll be able to add an object, a Cc email address, and submit their message. 

Once the ticket is submitted, a notification displays: "Your message has been sent."

Answer a ticket

From their account in Support - My Tickets, customers can click on View to see all the threads and submit a new message. 

Close a ticket

Customers can close a ticket if they consider that their issue is solved from their account in Support - My Tickets.

When they open the ticket, they can click on  Close the ticket. 

A message notifies that the ticket has been closed and the status is changed to Closed. 

From the back-end, users can also see that the ticket status has changed to Closed. A message notifies that the message has been closed from the front-end.