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Help Desk (1.2) 6401 Hits

PrestaShop Help Desk module is a comprehensive e-ticketing solution. It allows merchants to efficiently handle customer complaints in a more systematic way. Customers can submit and manage tickets from their accounts. They can prioritize and attach files with tickets. Admin can then track all these queries. Help desk ticketing system offered by this module earns customers loyalty for you.

Compatible: 1.5.1 to 1.5.6

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€69

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Help Desk

PrestaShop Help Desk Module is a complete open source online ticketing system. It offers comprehensive features for resolving customers’ queries in a systematic and centralized way. You no longer need to track and manage emails, phone calls to handle customer complaints and suggestions. This online ticketing system allows you to define and manage ticket status, priorities, departments, email templates, premade replies, internal notes and much more. This module makes communication between customers and admin very smooth, customers can track every ticket they created and can follow up on it.
Following are the features discussed to provide you some insight. Click on DEMO to see all these features on live DEMO.

Post a New Ticket - Front Office

Customers can access to web based support helpdesk by logging into their account. They will find ‘My Tickets’ section in their accounts from where they can track and create new tickets. File attachments are also supported when creating new ticket.

Manage Tickets - PrestaShop Ticket System

A grid view displays all tickets that are received from customers with following information:

  • Ticket ID
  • Subject
  • Status
  • Priority
  • Customer
  • Last User Response date
  • Edit

Following additional information is available to admin when he clicks on any ticket:

  • Attachment
  • Email
  • Ticket creation date
  • Last client response date
  • Department
  • Last staff response

From this section, admin can change ticket options such as ticket status, department and priority. Ticket responses are shown with different color schemes for user and customer support agent messages. Agent or admin can reply to any ticket from here and also ticket can be closed on reply.

Internal Notes - PrestaShop Support Module

Internal notes are kept for customer service agents. PrestaShop Help Desk module supports these internal notes so that you can post notes to any agent or department.

Manage Ticket Status - PrestaShop Help Desk

Some customer queries are of critical response while some are of lesser. That’s why you need to define the priorities for customers’ complaints. This e-ticketing plugin allows you to create custom ticket priorities such as low, high or numeric like 1, 2, 3 etc. Each ticket can be prioritized accordingly by user and agent. Different color schemes can also be defined. See the snapshots or DEMO.

Manage Departments - PrestaShop Customer Service

Departments also play vital role in carrying out smoother customer support operations. You can define department title, email and signature.

Email Templates and Pre-Made replies

You can fully customize email templates for different occasions such as for new ticket creation, new message, when ticket is closed etc. You can also create pre-made replies which can be used later to communicate with customers.

Ticket Alerts

You can also configure alerts from backend. Enter alert name, default email id and ‘Send email copy’ settings.

Google Captcha

You can enable caption from the configuration to avoid spam.

Configuration Features

  • Custom page title for support helpdesk
  • Display ticket priorities, departments and status on front-office
  • Select default priority, default department and default status for newly created ticket.
  • Select desired email template
  • Allow file uploads
  • Enter maximum size for file upload.
  • Enter file types that users can attach.
  • Configure ticket and message alerts
  • Enable Google Captcha
  • Allow customers to close ticket
  • Enable ‘Default new ticket respond’, ‘Default new message respond’, and ‘Close ticket notice’.

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Reviews

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I am developer bought this module to save time and it works for me with minor coding to personalize as per my client’s need.

Mitxx
Coding is easy n straight

01/30/2014

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Help Desk

Help Desk

PrestaShop Help Desk module is a comprehensive e-ticketing solution. It allows merchants to efficiently handle customer complaints in a more systematic way. Customers can submit and manage tickets from their accounts. They can prioritize and attach files with tickets. Admin can then track all these queries. Help desk ticketing system offered by this module earns customers loyalty for you.

Add your review

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