Help Desk MX - an essential, Must Have extension for every Magento store, that allows to provide a complete customer care service and excellent support attendance. Allows every customer to submit support request in the most suitable manner.
Help Desk MX allows every customer to submit support request in any suitable for him manner. Tickets can be created via email, contact form on the site, personal account, offline chat (Zopim, Livezilla, etc).
Help Desk MX collects incoming messages from the mailboxes and convert them into the tickets or into the response for a certain ticket. As only team member or customer will reply to the ticket via e-mail, his response will be tracked in the system and will be delivered to the recipient.
E-store Manager is always able to track and control tickets. He can track the all kinds of tickets: responded tickets; tickets to respond; the history of communication with a client; response time and the quality of the response to the customer's request.
Therefor, Help Desk MX provides you with all the necessary options in order to organize the most effective communication process with your customers to be executed on the highest level. Its a great way to keep in touch with your current loyal customers and with absolutely new ones.
Features for Customers
A customer can create and submit tickets in the following ways:
By sending an email to the support service (This email address is being protected from spambots. You need JavaScript enabled to view it.)
By using a contact form on site
By offline chat (Zopim, Livezilla, etc)
By using a personal account.
A customer is able to reply on ticket:
Replying on the email he has received from support service.
Replying via personal account
Replying via contact form (direct link, without login)
A very convenient communication form is engaged on every single page of the web site. Any customer is able to leave a message at any time, absolutely simple.
A customer is able to create a new ticket or to reply on pending ones via personal account. He is also able to track the communication history.
Creating a ticket, customer is able to set up the priority of the ticket and to appoint the department.
The ability to enclose files into the email.
Features for Support team
Full integration with Magento and frontend admin panel.
Multi departments. An ability to include the support team member into different departments in the same time.
The tickets can be automatically assigned to the department, if they were received via different channels or from different mailboxes.
Various ticket statuses. The ability to set up statuses.
Very convenient working system:
An ability to assign a ticket to a specific team member or department.
An ability to link the ticket with a customer and his order.
An ability to leave an internal messages, marks and notes that will be visible only to the team members
An ability to enclose files to the message.
An easy system to filter tickets. For instance, there is an option to select pending tickets assigned to a specific team member.
The communication form is flexible to configure through the admin interface.
The ability to customize email templates through the admin interface messages.
An effective spam protection.
Compare with other systems
Compare to the other Help Desk systems (Zendesk, Kayako, Osticket, etc) Help Desk MX has an expanded following advantages:
Fully integrated with Magento. All the information is stored in one place: a customer profile, the history of orders, previous treatment, his previously submitted requests. The previous request links the ticket to the order, etc.
Using this extension you pay only ones, when using SAAS you are obligated to pay monthly fee. Therefore, our extension is very cost effective.
Help Desk MX has a high level of data protection. All the data stored at your e-store database and you do not share the information about your customers with a third party.
The module is delivered in source code. You can easily customize it to fit all your requirements.
Extra Features
Easy to install, easy to upgrade, just copy to use
1 <a href='http://demo.mirasvit.com/helpdesk/customer/account/login/referer/helpdesk/?demo=This email address is being protected from spambots. You need JavaScript enabled to view it.' target='blank'>Customer Account</a>
