• Multi-domain capability.
• Multi-Email account connections.
• AI-driven suggestions for quick answers and ticket responses based on the query.
• Clear presentation so that different people can work with it.
• Clear status information.
• Configure spam filters to focus on relevant tickets only.
• Browse the full history of a ticket.
• Create custom fields.
• Manage access permissions.
• Evaluate customer satisfaction using support with star rating.
• View the operational efficiency in helpdesk reports dashboard.
• Create Unlimited Departments, Agents, and Categories.
• Able to Create & Reply to Ticket directly to Email.
• File Attachment to the ticket.
• Set Priority, Status, and Category section for each ticket.
• Quick Reply or Close a ticket.
• Easy to Check ticket history with threaded conversation view.
• Ticket auto-expiration & auto-reminder.
• Send replies not only to a ticket author, but also to all users that should be notified.
• Organize your helpdesk team into departments, set default agents for each and solve customer problems quickly

• Ticket Management System: Efficiently handle customer inquiries, track their progress, assign them to the right agents or departments, and provide a comprehensive view for better context and quicker resolutions.

• Customer Interface: Seamlessly integrated into customer accounts, this interface simplifies ticket submission and offers real-time updates, ensuring a hassle-free experience for users managing their inquiries. 

• Agent Dashboard: Empower agents with data-driven insights into ticket volumes, resolution rates, and customer satisfaction metrics, enabling informed decisions and continual improvement in service delivery.

• Reporting and Analytics: Empower agents with data-driven insights into ticket volumes, resolution rates, and customer satisfaction metrics, enabling informed decisions and continual improvement in service delivery. 

• Security and Privacy: Ensures the utmost safety and confidentiality of customer information and ticket data, implementing robust measures to safeguard sensitive data within the system. 

• AI Integration: Incorporates advanced AI capabilities enabling administrators to generate quick-answer templates and ticket replies. AI-driven features enhance efficiency, streamlining customer inquiries and elevating the overall support experience.

The Groups are listed below

• General Settings – Controls general parameters of the extensions.
• Email Settings – Controls configurations for email-related features like notifications and communication preferences.
• Automation – Governs automated processes and workflows, enhancing operational efficiency within the extension.
• Content Generation (AI)– Manages the generation of content through AIdriven processes. 

The General Settings encompass the following fields

• Module Enable – Enable / Disable module.
• Additional Info Note – Space for extra instructions or clarifications.
• Show Spam Status in Frontend – Display spam status prominently on the user interface.
• Customer Can Edit Rating – Customers can edit rating if the field is enabled.
• Customer Can Edit Like – Customers can edit like if the field is enabled.
• Show Working Hours – Exhibit designated operational hours on the user interface.
• Add Working Hours Note Before – Include instructions preceding the displayed working hours.
• Working Hours – Field to enter the working hours
• Add Working Hours Note After – Include instructions following the displayed working hours. 

The Email Settings encompass the following fields

• Send Notification Email Copy To – Specifies email addresses for receiving notifications, supporting multiple email addresses.
• Enable Test Mode – Allows toggling email sending functionality. When Test Mode is activated, emails will not be dispatched.
• Email Sender – Options to choose the identity from which emails are sent.
• Template of New Ticket Email – Selects the template for new ticket emails.
• Template of New Message Email – Selects the template for new message notification emails.
• Template of Status Ticket Email – Selects the template for status update emails.
• Template of Reminder Email – Selects the template for reminder notification emails.
• Template of Assign Ticket – Selects the template for assigned ticket notification emails.

The Automation encompass the following fields.

• Enabled – Allows toggling automation functionality
• Auto Close Ticket For, days – Set the duration in days for automatic closure of tickets.
• Completed Ticket Statuses – Tickets with the selected statuses will be changed to closed.
• Auto Reminder Ticket For, days – Specify the time frame in days for automated reminder notifications to be sent.

The Content Generation (AI) encompass the following fields

• Enable Auto Content Generation – Toggles the system's automatic content generation feature.
• API URL – Field for entering the URL for accessing a specific API's functionalities.
• API Secret – Field for entering the Unique secret key used for API authentication.

The helpdesk extension seamlessly integrates into the user's account page, offering a centralized hub for managing support queries. To access helpdesk tickets, Navigate to Header Panel > Help Desk.

The Features Included in Frontend are:

• Comprehensive Ticket Management: Easily monitor, review, and update your support tickets from one central hub.
• User-Friendly Support Requests: Initiate support requests effortlessly with a clear and simple form.
• Responsive Design: Enjoy a consistent and responsive design across all devices.
• Quick Helpdesk Access: Access your support tickets with one click, whether logged in or guided through a hassle-free login process.
• Detailed Ticket View: Delve into specific support queries on a dedicated page, tracking progress and interactions.
• User Feedback Rating: Provide feedback through the rating system, actively contributing to service improvement.
• Spam Status Enhancement: Enabling the "Show Spam Status in Frontend" option in the general configuration provides users with a clear representation of spam status. During the submission of the ticket if it is identified as spam a message informing the same will be displayed in the frontend. Also, the ticket status will be “Spam”. When this option is disabled, the ticket status will be “Processing” in the frontend even though the actual status is “Spam”, which will be correctly displayed in the backend.

• Working Hours: The working hours view can be viewed in frontend if it is enabled in configurations 

The sub-menus included in the Help Desk extension

• All Tickets: Dedicated space ensuring efficient handling of customer inquiries or reported issues.
• Ticket Priorities: Handles the efficient creation and management of ticket priority options.
• Status: Handles the efficient creation and management of status options.
• Category: Handles with efficient creation and management of categories.
• Department: Handles with efficient creation and management of departments.
• Department User: Manages user access and permissions within specific support departments for controlled information access.
• Permission: Controls user access rights and privileges across various help desk sections.
• Agent Level: Handles the efficient creation and management of agent levels used to designate different levels of agents within the system.
• Spam: Automatically filters incoming emails to block spammers using specific patterns.
• Quick Answer: Repository for readily available solutions to common customer issues.
• Report: Generates comprehensive analytics for support performance and ticket resolution insights.
• Gateway: Automatically fetches and converts emails into tickets by connecting email accounts.
• Organization: Facilitates the addition and management of various organizations within the system, allowing agents to assign tickets to specific organizations for enhanced prioritization and streamlined handling.
• Configurations: Customizable parameters for tailoring help desk functionalities.
• Custom Fields: Creates and manages tailored data fields for specific business needs within support tickets.

The Ticket page is an interface designed for streamlined ticket management. It offers a range of functionalities for the efficient handling of ticket-related tasks.

To access the ticket, Navigate to Admin > Help Desk > All Tickets.

The Features included in the Ticket Menu are,

• Organizing and sorting tickets based on various parameters.
• Filtering by status, priority etc.
• Provides Mass Delete of tickets.
• Export Data in CSV or XML formats.
• The Messages tab in Ticket View Page provides threaded view for admin-user exchanges.
• The General tab in Ticket View Page displays vital customer details and user rating.
• The Additional tab on Ticket View Page includes ticket-handling agent information, ticket priority, and status for detailed context.
• The Other Tickets tab in the Ticket View Page displays the user's history, showing previous tickets from the same user.
• The Additional Data Field Tab in Ticket View Page includes the field values of the custom fields.
• Admins can prompt AI to generate replies for customer queries. If AI content generation is enabled in configurations.

• Click "Generate AI Content."
• Enter a prompt in the popup.
• Click "Generate" to create content.
• Review and edit the generated content if needed.
• Click "Apply" to transfer content to the message field.

The Ticket Priority page is designed for streamlined priority management.

The fields included in the Ticket Priorities

• Priority Code: The unique identifier for the entity within the system which cannot be editable.
• Active: Toggle the priority visibility.
• Priority Label: Default descriptive name or label of the priority.
• Store View Specific Label: Store specific descriptive name or label of the priority

• Navigate to Admin > Help Desk > Ticket Priorities.
• Click on 'Add New Priority' button.
• Fill in the details for the ticket priority.
• Save the form to create the ticket priority.

• Navigate to Admin > Help Desk > Ticket Priorities.
• Select the ticket priority you want to edit.
• Click "Edit" in the Action column.
• Edit and update the ticket priority details in this view. 

The Status is designed for streamlined status management.

The fields included in the Status

• Status Code: The unique identifier for the entity within the system which cannot be editable.
• Status: Toggle the status visibility.
• Status Label: Default descriptive name or label of the status.
• Store View Specific Label: Store specific descriptive name or label of the status.

• Navigate to Admin > Help Desk > Status.
• Click on 'Add New Status' button.
• Fill in the details for the status.
• Save the form to create the status. 

• Navigate to Admin > Help Desk > Status.
• Select the status you want to edit.
• Click "Edit" in the Action column.
• Edit and update the status details in this view.

The Category page is designed for streamlined category management.

The fields included in the Category

• Title: Descriptive name or label of the category.
• Store View: Option to choose stores in which the category is displayed.
• Status: Toggle the category visibility.
• Position: The placement of the category within its display sequence.

• Navigate to Admin > Help Desk > Categories.
• Click on 'Add New Category' button.
• Fill in the details for the category.
• Save the form to create the category.

• Navigate to Admin > Help Desk > Categories.
• Select the category you want to edit.
• Click "View" in the Action column.
• Edit and update the category details in this view. 

The Department page serves as a centralized hub for efficient departmental management within the system.

The fields included in the Department

• Title: Descriptive name or label of the department.
• Category: Organizes departments into specific groups for better classification and management.
• Members of Department: Assigns users to their corresponding departments, streamlining administrative oversight and coordination.
• Store View: Option to choose stores in which the department is displayed.
• Status: Toggle the department visibility.
• Position: The placement of the category within its display sequence.

• Navigate to Admin > Help Desk > Departments.
• Click on 'Add New Department’ button.
• Fill in the details for the department.
• Save the form to create the department.

Note: Categories selected in one department will not be visible in other departments.

• Navigate to Admin > Help Desk > Departments.
• Select the department you want to edit.
• Click "View" in the Action column.
• Edit and update the department details in this view.

The department user interface displays a comprehensive list of agents along with their respective departments. A department user is automatically generated upon the inclusion of an agent as a member of that department.

• Presents the average ratings received by each agent.
• Admins have the capability to edit the agent level within this interface.
• Supports consolidated report generation.

To see the list of department users, Navigate to Admin > Help Desk > Department Users.

The permission page is a hub for administrators to oversee and organize permissions within the system.

The fields included in the Permission

• Role: Determines system authority by specifying user roles within the helpdesk system.
• Access to tickets of departments: Streamlines ticket management by enabling the assignment of specific departments to selected roles.
• Can Delete Tickets: Empowers administrators to control ticket deletion privileges for the assigned role.

• Navigate to Admin > Help Desk > Permissions for accessing the page.
• Click on 'Add New Permission’ button.
• Fill in the details for the permission.
• Save the form to create the permission.

• Navigate to Admin > Help Desk > Permissions.
• Select the permission you want to edit.
• Click "View" in the Action column.
• Edit and update the permission details in this view.

• Go to Admin > System > User Roles

• Add a new role resource. Fill in the role information section.

• Select Help Desk role at Role Resources section.

• Set role users for admin accounts, thin click on Save Role to finish. 

The agent level menu in helpdesk system serves as a centralized hub for displaying all added agent levels.

The fields included in the Agent Level

• Agent Level: The name or label of the agent level.
• Status: Toggle the visibility of agent level.

• Navigate to Admin > Help Desk > Agent Level.
• Click on 'Add New Agent Level’ button.
• Fill in the details for the agent level.
• Save the form to create the agent level.

• Navigate to Admin > Help Desk > Agent Level.
• Select the agent level you want to edit.
• Click "View" in the Action column.
• Edit and update the agent level details in this view.

The spam page in the helpdesk system serves as a centralized hub displaying all added spams, streamlining the process of managing and organizing them.

The fields included in the Spam

• Name: Labels configurations for easy identification within the system.
• Pattern: Inputs specific indicators of spam with formatting guidance.
• Scope: Allows selection of email segments for focused spam scrutiny.
• Status: Toggle the spam visibility.

• Navigate to Admin > Help Desk > Spams.
• Click on 'Add New Spam’ button.
• Fill in the details for the spam.
• Save the form to create the spam. 

• Navigate to Admin > Help Desk > Spams.
• Select the spam you want to edit.
• Click "View" in the Action column.
• Edit and update the spam details in this view.

The Quick Answer feature streamlines communication management within the system by providing administrators with a comprehensive interface to oversee, organize, and modify a list of quick responses. This tool empowers efficient handling of inquiries by allowing the addition, editing, and activation of predefined responses, ensuring prompt and accurate support for users.

The fields included in the Quick Answer

• Title: Descriptive name or label of the Quick Answer.
• Content: Inputs specific content for Quick Answer.
• Status: Toggle the Quick Answer visibility.
• Generate AI Content: Generates AI content for Quick Answer. (Visible only with enabled Content Generation (AI) in configurations)

• Navigate to Admin > Help Desk > Quick Answers.
• Click on 'Add New Quick Answer’ button.
• Fill in the details for the quick answer.
• Save the form to create the quick answer.

• Navigate to Admin > Help Desk > Quick Answers.
• Select the quick answer you want to edit.
• Click "View" in the Action column.
• Edit and update the quick answer details in this view

• Click "Generate AI Content."
• Enter a prompt in the popup.
• Click "Generate" to create content.
• Review and edit if needed.
• Click "Apply" to transfer content to the message field.

Reports provide a real-time graphical representation of the ticket-related data.

To see the report, Navigate to Admin > Help Desk > Report.

The report offers various features to enhance your understanding of ticket-related data.

• Allows tracking ticket fluctuations over days and months in real-time.
• Helps admins understand insights on seasonal trends and activity peaks.
• Facilitates proactive resource allocation for peak ticket periods.
• Optimizes team productivity across different operational cycles.
• Clearly delineates ticket statuses—open, closed, processing.
• Enables targeted interventions and issue prioritization.
• Empowers decision-makers to pinpoint bottlenecks in the resolution pipeline.
• Allows implementation of measures to speed up specific ticket categories.
• Equips support teams with concise yet comprehensive information.
• Enables continuous improvement of ticket resolution processes.

The fields included in the Gateway form.

• Name: Identifying label for the gateway configuration.
• Email: Email address associated with the gateway for communication.
• Login: Credentials used to access the gateway.
• Password: Secure key for gateway access.
• Status: Toggle to enable or disable the gateway.
• Host: Address indicating the location of the gateway.
• Port: Specific connection point for the gateway.
• Protocol: Communication method used by the gateway (e.g., POP3, IMAP).
• Encryption: Security protocol used for data transmission.
• Search Keyword: Term used to locate specific content within the gateway.
• Fetch Folder: Folder for email retrieval.
• Fetch Max: Maximum number of emails to retrieve per cycle.
• Department: Allocation of tickets to specific operational units.
• Store View: Selection of specific stores where the gateway interface is accessible for operational use.
• Notes: Additional information or remarks related to the gateway. 

• Navigate to Admin > Help Desk > Gateways.
• Click on 'Add New Gateway’ button.
• Fill in the details for the gateway.
• Save the form to create the gateway. 

• Navigate to Admin > Help Desk > Gateways.
• Select the gateway you want to edit.
• Click "View" in the Action column.
• Edit and update the gateway details in this view.

The organization menu in helpdesk system serves as a centralized hub displaying all added organizations.

The fields included in the Organization

• Organization Name: The unique identifier for the entity within the system.
• Email: Primary contact method for communication with the organization.
• Contact Number: The designated phone number for direct communication with the organization.
• Point of Contact: Individual responsible for interaction and management within the organization.

• Navigate to Admin > Help Desk > Organizations.
• Click on 'Add New Organization’ button.
• Fill in the details for the organization.
• Save the form to create the organization.

• Navigate to Admin > Help Desk > Organizations.
• Select the organization you want to edit.
• Click "View" in the Action column.
• Edit and update the organization details in this view.

Custom Fields displays a list of personalized data fields available in the system.

When creating a ticket, only the active custom fields are visible to the user.

The fields included in the Custom Fields

• Field Title: A name or label for the custom field.
• Field Code: A unique identifier for the custom field within the system.
• Field Type: Specifies the kind of data the field will contain (text, dropdown, etc.).
• Option List: Provides a set of predefined choices or options for the field.
• Description: A brief explanation or instructions for the custom field.
• Is Active: Indicates if the custom field is currently in use or not.
• Position: Determines the display order of the field within the form.
• Is Required: Specifies whether the field must be filled out before submission.
• Store View: Option to choose stores in which the custom fields are displayed.

• Navigate to Admin > Help Desk > Custom Fields.
• Click on 'Add New Custom Field’ button.
• Fill in the details for the custom field.
• Save the form to create the custom field.

• Navigate to Admin > Help Desk > Custom Fields.
• Select the custom field you want to edit.
• Click "View" in the Action column.
• Edit and update the custom field details in this view.

• This automated process relies on specific parameters configured in the system, "Auto Close Ticket For, days" and "Auto Reminder Ticket For, days."
• The "Auto Close Ticket For, days" field determines the time frame within which a ticket will automatically close if there is no resolution or response.
• The “Completed Ticket Statuses” field determines which all tickets with the selected statuses will be marked as closed. Following the closure, an email notifying the customer of the status change will be sent.
• The "Auto Reminder Ticket For, days" field triggers reminders at predefined intervals, ensuring that unresolved tickets receive prompt attention and action.
• Reminder emails will not be sent for tickets with the status selected in the "Completed Ticket Statuses" field.
• These customizable settings contribute to timely resolution and customer satisfaction.
• By systematically handling pending requests within the system, this automated functionality ensures that tickets stay on the radar until they are appropriately addressed.

• Magento Open Source v2.4.x

Version: 1.0.1: March, 2024

• Improvements & Magento v2.4.6-p4 compatibility changes

Version: 1.0.0: February, 2024

• Initial version