Magento extensions & Pay-as-you-go development

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User guide

Help Desk for Magento 2 is an extension that will make the interactions with your customers much easier and help you to create a relationship based on trust.

When facing any kind of issue, your customers will be able to create a ticket directly from their account to receive support from your team. They'll have the possibility to add CC email addresses as well as attachments to make their requests very clear.

Your support team will be able to assign the incoming tickets to any member. Each ticket includes the previous messages and the orders history. Depending on their permissions, team members can assign tags, priority and change the status of the messages.

Customers, as well as the support team, will receive an email notification each time a new message or answer will be sent.

Terminology

The following terms are important as you work with the Help Desk extension on Magento 2:

  • User
    Support team member, the user of the Magento backend.
  • Customer
    Final client, the user of the Magento front-end.
  • Ticket
    Query or support requests sent by the customers. It can be composed of several messages.

How to use the Help Desk extension for Magento 2

You can configure the general parameters of the Help Desk extension from:
Help DeskConfiguration

STEP 1: Configure the extension generally

General

In the General section, enable the Help Desk and configure the general behavior of the extension. 

  • Enable Help Desk
    The Help Desk can be enabled by store view.
  • Enable log
    You can enable the logs.
  • Default email
    It is the email from which the ticket messages are sent.
    contact@mydomain.com
  • Default ticket status
    It is the status defined when a new ticket is opened or when a message is sent from the front-end.
    ActiveNote that you can update the status list from:
    Help DeskTickets ManagementStatus
  • Pending ticket status
    It is the status defined when the support team has responded to a ticket.
    PendingNote that you can update the status list from:
    Help DeskTickets ManagementStatus
  • Status of closed tickets
    It is the status defined when a ticket is closed from the front-end. 
    ClosedNote that you can update the status list from:
    Help DeskTickets ManagementStatus
  • Ticket prefix
    It is the prefix set before the ticket ID. For example, if the prefix is set on 10000, then the first ticket ID will be:
    100001

Front-end

In that section, you can configure the behavior of the Help Desk from the front-end.

  • Frontend menu label
    It is the title of the tickets section from the front-end customer account.
    Support - My Tickets
  • Add a link in the customer top link menu
    This link will appear under the Welcome message. 
  • Allow file attachment
    You have the possibility to let your customers add attachments to their messages. 

If you allow file attachments, you can configure:

  • Allowed files extension
    If you have enabled the attachments in the messages, you can define the allowed file types. Your filename extensions must be separated by a comma.
    jpeg,gif,png,pdf
  • Attachment directory
    It is the folder where the attachments are saved from var/. By default, the path is:
    helpdesk/files
  • Attachment file max size
    The maximum size of an uploaded file in bytes. Allowed shortcuts for byte values, K (kilo), M (mega), and G (giga). By default 2M.
  • Attachment total max size
    Max size of post data allowed in bytes. Allowed shortcuts for byte values, K (kilo), M (mega), and G (giga). By default 2M.

STEP 2: Configure the emails

The Help Desk extension allows you to configure the confirmation and notification emails that are triggered each time a message is sent from the customers or from the support team.  

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

STEP 3: Manage the Support teams

Create a support team

The Help Desk extension allows you to create your own support team. For that go to: 
Help DeskTEAM ManagementtEAM

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:
    SystemPermissionsAll 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 DeskTickets ManagementTickets

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.

STEP 4: Manage the tickets statuses

Create a new status

Help Desk allows you to create your own statuses. For that go to: 
Help DeskTickets ManagementStatus

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 DeskTickets ManagementTickets

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.

STEP 5: Manage priority tags

Create a new priority tag

You can create your own priority from: 
Help DeskTickets ManagementPriority

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 DeskTickets ManagementTickets

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.

STEP 6: Manage tickets

From the back-end

The Support team will be able to manage all the incoming messages from: 
Help DeskTickets Managementtickets

Answer a message

To answer a customer, the support team can click on Edit from:
Help DeskTickets Managementtickets

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 DeskTickets Managementtickets

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."

Note that the Submit button won't be displayed if the size of the attachments is higher than the allowed one defined in the configuration

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.

Enjoy a complete support ticketing system with Help Desk for Magento® 2!

Easily interact with your customers directly from your Magento® 2 back-office

No need to connect and integrate your ticketing system to your online store: It's all in one place.

Deliver the best customer support!

Provide fast answers to your customers and enhance your brand image and performance.

Enjoy a fully customizable and adaptable tool

The Help Desk extension can be completely configured to match with how your store is organized.

Optimize the time of your support team

Choose a team manager who will assign tickets to the most appropriate support team members.

Features

  • Easy to use and to install
  • User-friendly interface
  • Enable/Disable the extension in one click
  • Mass actions, filters, and sorting available in the tickets grid
  • Creation of tickets from the frontend customer account
  • File attachment available
  • Rich text format supported in the messages
  • Orders and tickets history available in the ticket
  • Possibility to add Cc email addresses to the ticket
  • Internal notes
  • Ticket assignation
  • Message status management: Open / On hold / Pending / Closed / Resolved
  • Priorities management
  • Team management: assignation of a team manager, selection of users, management of the team members permissions
  • Status/priority/assignation update from the ticket
Freqently Asked Questions
License and domains

A license is valid for an unlimited period of time on one single Magento installation

  • If you're using more than one Magento installation, you will have to buy a separate license for each instance.
  • if you're running several domains on a same Magento installation, you will need only one license for all of them.
Although your license doesn’t have a limited period of validity, your support period does. By purchasing an extension, you’ll be granted a 6-month support period for free. Passed this period, you will have to pay for a new one (see FAQ: Extend your Support period)

You can pre-register your live domain to your license in advance.

Thanks to this option, you'll be able to get the extension ready to use on your domain before it goes live.

To pre-register your production domain: 

  1. Go to:
    mY accountLicenses & DOwnloads
  2. Click on  next to the extension you want your domain to pre-register on.
  3. Click on the link at the bottom of the page saying:
    Do you want to pre-register your domain in order to be ready to go live?
  4. Finally, enter your domain name and click on pre-register now .
Attention, this doesn't mean your license is activated. You'll still have to activate it on your new domain when the extension is installed. 

One license is valid for an unlimited period of time on one Magento installation only. However, it is possible to extend or transfer your license in 2 cases: 

  • If you would like to add your testing environments to your license. 
    In that case, it is possible to extend your license to an unlimited number of domains for free.
    For example: mywebsite-staging.com or mywebsite-dev.com
  • If you want to transfer your license to another live domain.
    In that case, the support period for your license must still be active.

To be able to use Help Desk on both your production and testing environments, follow the instructions below:

  1. Download Help Desk.
    (see FAQ: Extensions download)
  2. Install Help Desk on your environment.
    (see FAQ: Extensions installation)
  3. Activate the license.
    (see FAQ: Extensions activation from the backoffice or Extensions activation from the CLI)

Also, if you are managing a large amount of domains, please contact us so that we can automatically whitelist these domains.
Extension versioning and download

In order to download Help Desk, log into your Wyomind account:

    1. Go to:
      my accountLicenses & downloads 
    2. Click on the  icon next to Help Desk.

      A new window opens.

    3. Choose the version of Help Desk.
      You will be able to choose the most recent version of Help Desk (for both Magento 1 and Magento 2).
    4. Click on  .

Your download can start.

When purchasing an extension from wyomind.com, you benefit from a lifetime upgrade. You can at any time download the latest version of the extension directly from your account. 

To upgrade Help Desk, follow the steps below:

  1. Go to:
    my accountLicenses & Downloads
  2. Click on  next to Help Desk.
  3. Choose the latest version of Help Desk (for Magento 1 and Magento 2).
  4. Click on download .
  5. Install the new version of Help Desk to update your Magento admin. 

Extensions Installation/Uninstallation

You can install Help Desk manually.

  1. Download Help Desk (zip file) on:
    mY ACCOUNTLicenses & Downloads
     
    Refer to the FAQ: Extensions download
  2. Once Help Desk is downloaded, open the folder and unzip it.
  3. Copy the content of the unzipped folder and paste all files and directories in your Magento 2 root directory.
  4. In your Command Line Interface, execute:
    bin/magento setup:upgrade 

    If you are using a production mode, execute also:

    bin/magento setup:static-content:deploy  
    bin/magento setup:di:compile  

You can install Help Desk using Composer software in two cases:

  • if you purchased Help Desk on Magento Marketplace.
  • if you purchased Help Desk on Wyomind.com AND requested access to our repository:
    repo.wyomind.com
  1. Add to your composer configuration our repository:
    composer config repositories.wyomind composer https://repo.wyomind.com 

  2. Execute Composer command:
    composer require wyomind/helpdesk
  3. Then go in your Command Line Interface and execute:
    bin/magento setup:upgrade ​
  4. If you are using a production mode, also execute:
    bin/magento setup:static-content:deploy  ​
    bin/magento setup:di:compile​

To uninstall Help Desk, start with disabling the extension running the following command:

bin/magento module:disable Wyomind_HelpDesk

Then, you have 2 ways to uninstall the extension depending on how the extension has been previously installed: 

  • Manual installation

    Run the helpdesk-uninstall.sh file (you can find it in the extension zip folder) from your Magento root directory:

    sh helpdesk-uninstall.sh

     

  • Installation via Composer

    Run the below command line:

    composer remove wyomind/helpdesk

Once the uninstallation is over, refresh your cache and enable the compiler back again (if you use it). 

Extensions activation

Once Help Desk is installed, you have to activate the license. For previous versions, you can activate the license from your back-office:

    1. Go to your Magento admin panel. A message pops up at the top of the page.


      If the message doesn't appear then you must check that:

         1. The Adminhtml_Notifications and Wyomind_Core modules are well enabled.
         2. The HTML output of the Adminhtml_Notifications and Wyomind_Core modules are not disabled in:
      storesconfigurationadvanced advanced
         3. The encryption key well exists in app/etc/env.php:
      <?php
       return array(
       'backend' => array(
       'frontName' => 'admin'
       ),
       'crypt' => array(
       'key' => '1e8f3c6772b7a6a6689c3c8cefa4ccf0'
       ),
       /* ... */
       )
      ?>​
    2. Copy your activation key in:
      StoresConfigurationWyomind Your extension

      You can find your activation key in 2 different places:
      In the confirmation email that you received after purchasing Help Desk.
      In your Wyomind account:My account Licenses & downloads
      Select Help Desk and click on  .

      A new page opens where you'll find your activation key (see below).


    3. In your Magento admin go to:
      StoresConfigurationWyomind Your extension

      Paste the activation key in the Activation Key field and choose between the automatic (yes) or the manual (no) activation method:
      By choosing Yes, the connection to Wyomind license server will be automatic.
      By choosing No, you will have to log on to Wyomind license server yourself.

    4. Click on Save config .
    5. A message appears at the top of your admin panel. Click on that link: 
      Activate it now!
    6. Copy and paste the license code in the License code field from your admin or simply click on Activate now! 


    7. Finally, refresh your cache, log out and log in back straight after, to complete the installation.

When the extension includes other modules, repeat the steps described above for each one, using the corresponding activation keys (each module has its own activation key).

Add another domain to your license


To activate the license on another domain (test, staging...):

  1. Once the extension is installed on the new domain, copy your activation key in:
    StoresConfigurationWyomind Your extension
  2. After having saved the configuration, a notification appears. Click on Add this domain to my license.

  3. A transfer request will then be sent to our team within an hour.
    Once the request is taken care of, you will receive a confirmation email.
    If your transfer request is accepted, you can use Help Desk on both environments at the same time.

Note that the order in which you activate your license on your domains does not matter. You can start with your staging/dev/local environment or with your live domain, the process will be the same.

Also, if you have loads of staging domains, or if you are an agency managing load of domains for your customers, please contact us so that we can automatically whitelist these domains.

Once Help Desk is installed, you have to activate the license.

For this, you can use the below command line (change the Activation key with the corresponding value):

bin/magento wyomind:license:activate Wyomind_HelpDesk <YOUR_ACTIVATION_KEY>

To retrieve the list of all the available modules as well as the licenses status, please use:

bin/magento wyomind:license:status

 Among the different status, you can find: 

  • registered = your license is registered
  • pending = you need to run the activation command line
  • invalidated = the license has been invalidated due to a wrong activation key or a license infringement
 
Check how to add another domain to your license.
Magento® Compatibility

Magento® Open Source

(Magento® Community Edition)

  • 2.4.3
  • 2.4.2
  • 2.4.1
  • 2.4
  • 2.3.7
  • 2.3.6
  • 2.3.5
  • 2.3.4
  • 2.3.3
  • 2.3.2
  • 2.3.1
  • 2.3

Adobe® Commerce

(Magento® Enterprise Edition)

  • 2.4.3
  • 2.4.2
  • 2.4.1
  • 2.4
  • 2.3.7
  • 2.3.6
  • 2.3.5
  • 2.3.4
  • 2.3.3
  • 2.3.2
  • 2.3.1
  • 2.3
User's reviews
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Changelog
  • Fix for potential XSS injections: JS code injections in ticket messages

Enhancement

  • Scenario updated for the demo
  • CSS fix for Stores > Configuration

Enhancements

  • Frontend - check on the size of the file and JS upload
  • Backend - Possibility to define the maximum size allowed for a file and for attachments
  • Fix when updating the priority from the ticket
  • Modification of the success message when saving a note

Enhancements

  • Update the status/priority/assignation from the tickets edition
  • Choose to send message or internal note
  • Delete an internal note 
  • Fix in the grid filter from the ticket's Conversation tab

Enhancement

  • Possibility to define a team manager
  • Fix for the Object field from the frontend
  • Creation of sample data for the demo
Demo store
Front-end
Back-end
Login
HelpDesk
Password
HelpDesk123

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