Help Desk | v1.0.4

Magento 1
Receive support requests via email, customer account, contact form or a CMS page 24/7. Efficiently take care of customers' issues in one place.
Set macros for quick answers
Fetch several email accounts at once
Customize tickets grid view
Attach files to tickets
Built in email templates
30 Days moneyback
50% Off updates
120 Days free support

Simplify your support management by directing all communications with customers to a separate channel. Provide your support agents with a tool helping them to obtain detailed information on customers' issues.

Submit tickets from:

  • Contact us form

Find a link in the footer to a contact us form.

  • Backend

An easy way to create a ticket for admin users - there's a 'Create ticket' button on an order view page

  • 'Create a ticket' CMS page

This CMS page can be placed in any location of your store.

  • Customer account

Customers can submit a ticket from a helpdesk tab or from order view page

magento help desk ticket example

Create as many priorities as you like

Customize tickets priorities according to your needs. Select a color for each priority from a handy color pallete.

Macros for quick answering

Create macros for the most frequently used phrases or answers. While answering a ticket you can select the appropriate macro from a dropdown for a fast answer.

Each ticket has a clear subject

Ticket subject looks like "[XXX-YYY]: Ticket Subject", where the ticket ID is [XXX-YYY]. XXX are letters and YYY are figures.

Change ticket status

After answering the tickets agents are able to change their statuses, e.g. from 'open' to 'on hold'.

File attachments are allowed

Specify which file formats are allowed for attachments and set their max size. If you leave 'Allows File Extensions' field blank users can use any format.

See whole ticket history

See the detailed thread of a ticket not to miss anything important in customer messages. Also handy if a new agent works with an unfamiliar ticket.

Tickets grid

Informative tickets grid

Your tickets will be in a perfect order - you can see the most important info right on the clear tickets grid, e.g. priority, date or status.

Manage tickets grid columns

You can also specify which info you'd like to see on the grid and set columns priorities. Simply create a grid display template in 'Manage columns' section.

New tickets are visible on the grid

If a ticket is new and no one has opened it, it is highlighted with a bold font.

Time saving bulk actions

There's an option to apply such mass actions as deleting or archiving several tickets at once

Various store views support

'Sent from' column shows from which store view the ticket was submited.

magento customer support

Tickets expire automatically

Specify after how many days tickets go to archive. You can also archive tickets with a particular status at once or set an archivation frequecy. View archived tickets on the grid after switching the chart.

Automatically checks inbox

The module checks all accounts, which are specified in 'Manage Email Accounts' sections.

Email notifications

Ready to use email templates

We included in the module default settings templates for the following email types:

  • Ticket Reply
  • New Ticket Created by Customer to Customer
  • New Ticket created from Customer to Support
  • New Ticket Created from Admin Panel to Customer
  • New Ticket Created from Admin Panel to Admin
  • Status Update for Customer
  • Department Update for Customer
  • Autoclose in for Customer

Several email accounts support

The module delivers incoming requests from all the email accounts you specify. Save your staff time to spend it on taking care of your customers.

magento help desk emails

Proper message delivery

We assure that you receive all the requests from emails properly and in time. Thanks to the extension you can keep the conversation with customers through 1 channel

Manual email check

There's also an option to check emails in bulk manually, just tick the email accounts you want to check and apply mass actions. You can also delete, enable or disable email accounts in bulk.

Staff management

Users become agents

Transform your site users into customer support agents by giving them proper permissions in 'System > Permissions' section.

Devide your staff into departments

When customers create tickets, they can easily sort them by departments at once. It helps you to define which agents are in charge of certain tickets.

Reasons to choose

Other Features

  • 100% Open Source — Easy To Customize
  • Follows Magento Code Architecture
  • Separated HTML/CSS/JS
  • W3C Validated Code
* The name "Magento" and the logo are the trademarks of Magento, Inc.

General Questions

How can I pay for Amasty extensions?

You can pay for our extensions in any convenient for you way as a full range of payment methods are supported. The most common means are credit card or PayPal. Security and fraud protection are guaranteed.

What is the license policy? On how many websites can I use Amasty extensions?

Our license allows you to use a single extension license on one Magento installation.

Extension is not domain related, but installation related. If you run several domains on the same instance of Magento, you can use one extension license. However if you run each website on a new installation of Magento, you need separate license for each of them.

The full end-user license agreement is located here:

How to install Magento extension by Amasty?

Each Amasty extension pack includes module files, an installation guide, a user guide and license text. Depending on the extension you purchase, there also may be import files which can be used by you as examples.

Amasty extensions are easy to install. All you need is to have FTP/SSH access details, and follow 3 steps to complete.

  • Unpack a "zip" file you download.
  • Upload all files from the "Step 1" and then from the "Step 2" folders to the root folder of your Magento installation.
  • Clear the cache.

If you are using code compilation, before installing the extension it's necessary to disable it! After you install, click the "Run Compilation Process" button in Admin - System - Tools - Compilation to recompile.

Please also check the extensions installation video guide:

Still unsure? Have complicated configurations or a lot of modules? We can offer professional installation service as well!

Can I test an Amasty extension on a staging site before transferring it to a live one?

Yes, you can install any Amasty extension on a test site and configure all the settings there before doing it on your live store.

Can I get a refund if an extension doesn’t suit me?

Absolutely. Amasty provides a 30-day money back guarantee. No risks for you.

Will I get any other benefits?

Yes! The good news is that every Amasty customer becomes a member of our Loyalty Program and can get a discount of up to 15%. You can find more information about it on the Program page. This is our way to thank you for being our client.

Just what I needed
I run a clothes shop and there are lots of issues related to delivering products. It's obvious, that I want to provide my clients with the highest service possible, so I must be timely aware of their requests or any problems they face. I tried several methods like collecting info in my email or somewhere in a cloud, but they don't work for me. I came up to this module and I'm fully satisfied with it as now I see all the requests and feedback in one place, new tickets are highlighted on the grid and the most important, the requests are prioritized

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Version 1.0.4 - September 21, 2016
– Improved i18n
– Better compatibility with old versions of Magento
Version 1.0.3 - July 08, 2016
– Added notes about available file extensions (frontend/backend)
– Improved usability of chosen multi-select element on the create/edit department page if single store mode
– Improved error handling
– Minor fixes for attachments and translations
– Fixed displaying of order number in link on the ticket view page (backend) in case with non-numeric number
– Fixed the issue with displaying of disabled priorities
Version 1.0.2 - May 03, 2016
– Minor fix for label translation
Version 1.0.1 - December 18, 2015
– Fix for access control list for "settings" menu item