Help Desk for Magento 2
- Equip admins with a handy tickets grid
- Let users track all their tickets in customer accounts
- Log ticket activity
- Notify users about ticket updates via email
- Gather and analyze statistics of the support process
→ Please, note that this plugin is not in development right now, and we are just testing the demand before building it. So if you want us to release it, leave your email in the form to the right of the page.
Benefits of a support ticket system
According to the HubSpot survey, 80% of customers will stop doing business with a company that has a poor customer experience. Statistically, it is easier and cheaper to retain a customer and convert them into loyal shoppers than attract new ones. And a strong omnichannel customer engagement strategy can help you retain up to 89% of customers. That’s why companies spend thousands of dollars on creating a high-class support department.
So here are the main advantages of our future helpdesk system:
Reduce time for processing a request
When a customer contacts your support theme, they want to get an answer and solution as soon as possible. Having a well-organized workflow will reduce the time your team needs to process a ticket.
Avoid data losses
Usually, online stores have multiple opportunities to contact the support team like live chat, emails, phones, social networks, etc. And if you don’t have a centralized system that helps you gather info from all these channels, you may lose a part of information.
Analyze your team’s efficiency
The help desk system collects all the ticket information in one place. So you can see how your team or individual employee work. Also, the help desk system allows you to measure customer satisfaction level and see where you need to bring more effort.
→ Boost users’ experience by displaying your website in their mother tongue. Enable the GeoIP Redirect extension to show a correct store view automatically.
Features of Magento 2 Help Desk extension
Manage all the tickets in one place
The future extension will have a separate grid for all ongoing tickets. There you will see their current status, priority, the name of the responsible manager, and the latest update date. By clicking on the ticket number, you will get access to the full history of this ticket:
- when it was created;
- who made changes to it;
- all the messages between the customer and your employee.
→ Reduce the number of requests to your support team by publishing answers to frequently asked questions. Implement a special help section into your Magento website with the FAQ and Product Questions extension.
Let users track all their tickets in the customer account
This extension will add a tab to customer accounts where users can see the status of their tickets. Also, they will be able to add comments to already existing tickets or create a new request.
Convert emails to support tickets
We plan to add to the Magento 2 Help Desk extension an option to automatically connect email inbox and create a new ticket for every email your team receives. Moreover, you can set up the rule to mark these tickets with a specific label. For example, if you have several departments that use the ticket system and have different email addresses, you can use this feature to split tickets between teams.
Customize ticket form
As an admin user, you will be able to add custom fields to the ticket form. For example, if you need to ask for the topic of the problem, or you want to allow users to send attachments together with the request.
Set up events and triggers to automate the workflow
We plan to add to the Magento 2 Help Desk module plenty of opportunities for automation. You will be able to set up events or triggers for this extension. For example, you can configure that all the tickets with the topic “shipping issues” will be assigned to a specific manager and get high priority. Or this extension can automatically increase the priority of tickets that are waiting for a response longer than 48 hours.
Send email notifications to customers
Every time your manager updates a ticket, a customer will get an email notification. So even if they don’t check their customer account every day, they still will know on what stage their ticket is and won’t miss any important information.
Gather feedback on your support
After the problem is solved and the ticket is closed, the extension can ask your customers to write a review for the service and rate it. So you can see the average ticket rate and award employees that have the best reviews.
Analyze the support team efficiency
Besides the rates, we plan to add an advanced report with more detailed information like the average number of days needed to resolve a problem, what products and departments bring the most tickets, what are the most popular questions, etc.
Please leave your email in the form to the right of the page if you want us to develop this module.
- 100% Open Source — Easy To Customize
- Follows Magento Code Architecture
- Separated HTML/CSS/JS
- Simple installation via Composer