HelpDesk - Ticketing Solution

by VimirLab Solutions

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Downloads: <10

This extension helps to create tickets related to their issue. You have options to create tickets and communicate with the customers in backend as well as frontend.

Monthly €29.00* /month Cancelable monthly

Compatible with:

6.4.0.0 - 6.6.6.0

Includes:

Free trial month

The subscription starts with a free trial month during which it can be canceled at any time.

All updates

During the subscription all released updates are included for free

Support from the Extension Partner

In case you have any questions or problems with your extension you can always ask the Extension Partner for help during the subscription.

Description

About the Extension

Helpdesk extension is all about solving customers' problems. Customers can raise the ticket related to their problems via the customer Account Dashboard, there is a tab named Your Ticket. Customers can also communicate with helpdesk admin to solve their ticket issues, complaints, queries, and problems.

Tickets may also be created by the admin from the backend. Also admin can add FAQs from the backend.

To create a ticket, customers must be logged in to the website after that they will create a ticket and submit it. After that Helpdesk admin assigned An Agent to that Ticket and got to work.

Customers can see each ticket with all the information like (subject, name, email, ticket type, priority, status, and created date) and also see the admin to the customer message thread.

This Extension allows the admin to change ticket status, assign agents, communicate with customers, and Add FAQs.

Support

For Support please Visit https://www.vimirlab.com

This extension enable/disable from Extension -> My Extension-> HelpDesk tab. Please contact your vimirlab representative for any queries.

Details

Available: English, German
Latest update: 12 September 2024
Publication date: 6 July 2022
Version: 1.0.4
Category: Customer account

Resources

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About the Extension Partner

VimirLab Solutions

See all extensions

Partner Status

Shopware
Extension Partner

Details

Ø-Rating: 5

Average rating of 5 out of 5 stars
Partner since: 2020
Extensions: 8

Support

Based in: India
Speaks: German, English
Response time: Very quickly

Installation Guide

Simply install and activate the plugin

Make configurations

Finished!

Configuration

Go to Extension -> My Extension and find the HelpDesk Tab and click on the Configuration tab

Enabled

Under settings, the admin has an option to enable or disable the Extension.

Enable FAQ in the account

Under setting, the admin has an option to enable or disable the FAQ in the account.

Enable FAQ in Navbar

Under Setting, Admin has an option to enable/disable the FAQ from Navbar.

Email Enable

Under settings, the admin has an option to enable or disable the sending ticket created confirmation mail

Sender Email

Admin can add/edit Email sender email address.

Sender Name

Admin can also add/edit the Email sender names.

Steps

There are multiple steps to creating a ticket. Some of these steps are always the same. For the admin to create a Ticket follow the below steps:

1. Create Ticket Status

2. Create Ticket Type (Category)

3. Create Ticket Priority

4. Create Agent Position

5. Create Ticket Agent

6. Create Ticket

7. Communicate with Customer

8. Create FAQ

1. Create Ticket Status

Ticket Status is added from the backend configuration. Now if you want to add new ticket status in Dashboard you can see Content->HelpDesk.

Go to HelpDesk->Add Ticket -> Status. On this page, Click on Add Status.

2. Create Ticket Type (Category)

Ticket Category is added from backend configuration. Now if you want to add a new ticket category in Dashboard you can see Content->HelpDesk.

Go to HelpDesk->Add Ticket -> Add Category. On this page, click on Add New Category.

3. Create Ticket Priority

Agent Position is added from backend configuration. Now if you want to add a new agent position in Dashboard you can see Content->HelpDesk.

Go to Helpdesk->Add Ticket->Add Position. On this page, click on Add New Position.

4. Create Agent Position

Ticket Priority is added from the backend configuration. Now if you want to add a new ticket priority in Dashboard you can see Content->HelpDesk.

Go to Helpdesk->Add Ticket-> Add Priority On this page, click on Add New Priority.

5. Create Ticket Agent

Ticket Agent is added from backend configuration. Now if you want to add a new agent in Dashboard you can see Content->HelpDesk.

Go to to HelpDesk->Add Ticket -> Add Agent. On this page, click on Add New Agent.

6. Create Ticket

Admin can create Tickets for customers as per customer request from backend configuration. Now if you want to add a new ticket in Dashboard you can see Content->HelpDesk

Go to HelpDesk->Add Ticket. Click on Add New Ticket button.

Admin can give ticket subject, customer name, customer email, ticket category, and ticket agent ticket status by the backend.

Also, the admin can give ticket priority, ticket description, attachments, and add Recipients' Email addresses.

Here the admin can assign an agent to the ticket, and change ticket status, and priority. For this, select a ticket and click on it and edit Ticket.

7. Communicate with Customer

Admin can communicate with customers to solve their issues as per customer request. Now if you want to communicate with customers on Dashboard you can see Content->HelpDesk.

Go to HelpDesk-> Message select ticket click on Name of ticket

Admin Click on Message and check customer message.

After that admin can communicate with the customer.

8. Create FAQ

Admin can create FAQ From backend. Can add number of FAQ from admin.

Admin can manage categories and edit them from backend.

Admin can group and filter FAQ by categories.

Admin can create faq for customers as per customer queries from backend configuration. Now if you want to add a new FAQ in Dashboard you can see Content->HelpDesk

Go to Helpdesk->Add Ticket-> FAQ On this page, click on Add New FAQ.

At Frontend

For customers to create tickets related to their problem. There are a few steps to create a ticket. Some of these steps are always the same.

To create a ticket, customers must be logged in website after that they can see in the customer Account Dashboard, that there is a tab named Help Desk. Click on and then create a ticket.

You can see in the above image that you can create a ticket as well as see your previously created ticket.

If you want to create a ticket then click on CREATE TICKET

If you want to communicate with the helpdesk admin to solve your ticket issue and also see your conversion, then click on View.

After that, you can communicate with the helpdesk admin and see your previous conversion.

User can check their queries related to questions from FAQ features.

FAQ is grouped by categories so users can easily find the question.

Users can see the FAQ tab in the navbar so from there users can easily access FAQ no need to search FAQ on the site.

Customer Benefits

By creating tickets. HelpDesk extension helps customers easily resolve their ticket issues. It saves the time of the customer which is normally wasted in solving their issue.

Uninstall Extension

Admin can easily uninstall the extension from the backend.

How does this extension work?

This extension enables/disabled from the backend. There are configuration options. There are systems that have to create tickets and communicate with customers and solve their issues.

Can customers reopen closed tickets?

No, only the admin reopened the closed ticket.

Can a customer set a priority for a ticket?

Yes, the customer can set a priority of the ticket while creating a ticket.

Can I run this on my development site, too?

Yes, HelpDesk extension works for development as well as the live site.

Can admin create a ticket?

Yes, admin also creates a ticket for the registered customer from the backend.