The Help Desk Ultimate Magento extension is considered to be the best case tracking and resolution system among customer service solutions and the most downloaded module for Enterprise Edition at Magento Connect. Help Desk Ultimate helps you raise your customers care and support level. No more lost emails, forgotten answers, and inquiries. Our module converts customer emails into tickets making your help desk to be a seamless experience. Today we are pleased to announce the release of Help Desk Ultimate v.2.8.1 compatible with the new Magento CE 1.6 version. Check out the minor bugs fixed in this update: Issue when answering a ticket as not logged in customer Contact form integration issue

Please find more information about this Magento module on the Help Desk Ultimate page.

The Help Desk Ultimate extension is a turnkey solution for Magento-based websites. It’s a perfect customer care and support Magento module with an efficient case tracking and resolution system indispensable for a successful e-commerce business.

Help Desk Ultimate v.2.8 is packed with new features that will help you make the work with tickets easier.

New features in this update include:

• Email rejecting patterns functionality implemented
  The Help Desk Ultimate Magento module is empowered with email rejecting option, which helps to configure the incoming emails and omit creating tickets from auto reply messages or spam messages.

Read more…

The Help Desk Ultimate Magento extension is a powerful auto-responder and customer relationship tool that helps to keep your site in the customer’s mind always. Use this automated email follow up Magento module and you’ll never lose track of your customers even if they have abandoned their shopping carts.

We have just released the 2.6.6 version with the following new features implemented:

• Improved interface of ticket and order integration
  A new View Order button has been added which allows you to get to the order page exactly from the Ticket Information page.
  
  You can view the list of all assigned tickets in the Order View page as well as create new tickets from the order.



• CC (carbon copy) of all HDU emails
  Now you can receive a carbon copy of all emails sent through the Help Desk Ultimate extension.



• Improved spam protection
  With the new extension version you get a higher level of spam protection for your tickets created in the frontend.

The following bugs have been fixed:

• Wrong notification in multistore mode
• Problems with ticket creation from admin area in a single store mode
• Popup notification on departments’ statistic page
• CSS compatibility
• Wrong redirect after clicking the Save and Continue button
• Multistore department problem
• Assign new ticket to order
• Attachments with special symbols in the file

To learn the complete feature list, please visit the Help Desk Ultimate page.

Professional relationship with your customers should be built as thoroughly as your personal relationship. Many online merchants lose their clients because of lack of communication and poor customer service.

Help Desk Ultimate is the very extension which will help you raise your customers care and support level up to the mark. It’s a perfect Magento module with an efficient case tracking and resolution system indispensable for a successful e-commerce business.

Today we release the 2.6.5 version of Help Desk Ultimate, which makes the work with this Magento extension easier, faster, and more efficient for your customer support team as the following new features have been implemented:

• Ability to hide departments for frontend
  You can create as many departments as you need and make visible for frontend only some of them.



• Default status for tickets created by admin
  In the extension settings, you can specify which status the ticket will get by default if the ticket is created from the backend.
• Custom statuses for tickets
  The new extension version allows creating additional statuses for tickets. Moreover, the information on these statuses is displayed in the Departments Statistics as well.



• Ability to work in “save and continue” mode
  We added the Save and Continue Edit button to make the work with tickets easier and faster for your support department.
• New improved order assignation interface
  Now you can start typing the order number and a list of all corresponding orders will appear in the field below.



• Email attachment validation
  When Help Desk Ultimate fetches emails from gateway, it checks the attached file size and if it is more that specified, the attachment is ignored.

The number of bugs has been fixed in Help Desk Ultimate v.2.6.5, including:

• Wrong store ID in tickets created from email
• Incorrect special chars converting in ticket body
• Wrong departments’ statistics
• Incorrect count of replies
• Wrong URLs in a ticket body
• Incorrect attached images with more than 64kb size
• Wrong “From” field in notifications sent to admin
• Incorrect guest name in ticket created from contact form
• Some other minor bugfixes

Help Desk Ultimate

$199

Help Desk Ultimate is a feature-rich module helping website owners to enhance their consumers’ satisfaction level. It is a perfect customer care and support solution with an efficient case tracking and resolution system.

Today this Magento extension has been updated up to 2.6.4 version. In this minor release, the following bugs have been fixed:

• Order incremental ID of the ticket can be missed
• Last customer/department reply incorrect logic
• All the store tickets are shown in the “Customer Tickets” tab when admin creates new customer

You can find more information about this aheadWorks add-on on the Help Desk Ultimate page.

To make work with tickets much easier and faster, the following new features have been implemented in Help Desk Ultimate 2.6.3:

• Mass tickets assignation
  Select all the tickets you need and assign all of them to required department at a time
• “Last department reply” column
  You can learn the date and time of the last department reply exactly from the Tickets page

 



 

• “Test connection” button for the Edit Email Gateway form
  You can check the connection of the created gateway
• Mask passwords for the Edit Email Gateway form
  For reasons of safety, we masked gateway password

 



 

• Custom ticket statuses
  Change the default ticket statuses (open, waiting for customer, closed) to your own values

 



 

• Customer’s Tickets List in the Ticket Information form
  The new tab allows you to check the whole ticket history

The following bugs have been fixed:

• Help Desk Ultimate can’t connect to IMAP gateways
• Problems when upgrading from 2.5 to 2.6
• Incorrect customer’s area interface in Magento 1.4*
• Quotes in Customer’s Email and Department fields in backend in Magento 1.4*
• Unregistered customers are not allowed to download files
• Help Desk Ultimate and Product Questions incorrect cooperation
• Email notifications are not sent if gateway was not set up
• Email attachments problems
• Some other minor bugfixes

Please, visit the Help Desk Ultimate page for more information about this extension.

Today aheadWorks Co. has released the first part in a series of video guides about the Help Desk Ultimate extension for Magento platform. This module supplies you with both advanced methods of customer care, and the opportunity to lead the process of consumer support in a convenient and efficient way.

In the “Help Desk Ultimate” Video Guide, we ease the process of extension usage and setup. We touch on such points as creating and replying to tickets, auto-converting email messages into tickets, and ticket responses. You will also learn about Help Desk Ultimate configuration and its specifics.

Take a look at our new video manual on the Help Desk Ultimate page.

Proper customer service is the very thing that oils the wheels of your business. While maintaining first-class consumer support you are keeping customers – that is much easier, cheaper and more efficient than obtaining and attracting new clientele. Your customers should feel that you are doing everything possible to resolve their doubts and troubles. If it is so – you have won their loyalty.

aheadWorks development team provides you with a perfect opportunity to take your support service to the highest level with the help of a powerful set of three independent extensions – Help Desk Ultimate, Product Questions and Knowledge Base.

Help Desk Ultimate is a turnkey solution that enriches and refines the process of resolving your customers’ problems. It is easy-to-use system of tickets managing. You can create unlimited number of tickets and edit them from admin panel, link tickets with orders, reassign ticket to other department or lock it so no other department could edit it.

As for the already well-proven Product Questions extension that works with customers’ questions on your store items, it can be integrated with Help Desk Ultimate. The questions are automatically converted into Help Desk tickets and then administrator deals with a properly ranked and arranged list of issues. This greatly facilitates the process of customer care and support management and provides you with an ability to differentiate the hottest topics and afterwards, for example, clarify all the points in the form of a Frequently Asked Questions page.

The perfect assistant in creating FAQs is the Knowledge Base extension. It implicates the usage of the knowledge base to grasp all the information on most popular points, create articles, group them in categories and display on the Frequently Asked Questions page.

Customers should know that they are not left face to face with their problems. Provide first-rate customer service and you would be amazed how thankful satisfied customers are – they will surely prove their appreciation coming back to your store over and over again.

We are ready to announce the release of Advanced Reviews v.1.1. In the latest version we have implemented several new features and one of them is the opportunity to make reviews displayed on the Product page.

Now you can enrich your Product pages content with as many automatically displayed customer reviews as you want. The additional settings tab allows you to specify whether reviews with the highest rating, the latest or the most helpful ones will be shown.

Lack of the notifications when new reviews appear? The new version of Advanced Reviews implies the Help Desk Ultimate extension integration. Now every time a new review appears, the “Approve new review” ticket is created.

Moreover, with the ‘email notification of new reviews’ option you will receive notifications on your e-mail addresses. Thus you and your support team will be always in touch with the situation!

The following bugs have been fixed in Advanced Reviews v.1.1:

• “Show Ordering” option isn’t applied
• Incorrect total number of Pros and Cons in backend
• “See more/fever Pros/Cons” doesn’t work in IE6, IE7
• Incorrect Advanced Reviews disabling
• Advanced Reviews permissions missed in User Roles tree in backend
• Pros & Cons disappear from “Add a review” form when Rating disabled
• Underscore symbols in Social Share block in IE
• Invalid link to full review
• Deprecated Prototype notation
• Sorting doesn’t work for Pros and Cons on the Reviews form

Please visit the Advanced Reviews page to get more information about this aheadWorks extension.

The new version of the Help Desk Ultimate extension offers you advanced multistore support! Now with a new possibility to create multiple email gateways you can add as many gateways as you need. Moreover, you can assign these gateways to departments what gives you an ability to perfectly tune your support workflow and considerably reduce time on tickets managing.

One more feature which makes work with tickets more flexible is ticket priority. This new option allows you to specify the level of ticket urgency when you for example, reassign ticket to other department. With status changes history feature you will be able to trace the history of all communications!

Tired of spam emails? The improved anti-spam system of Help Desk Ultimate 2.6 can secure help desk departments from losing on unwanted messages processing. Stop the flow of unsolicited emails and receive the help desk tickets only!

Check out other features we’ve prepared for this release

New features implemented in Help Desk Ultimate 2.6:

• Advanced multistore support
• Multiple email gateways support
• Advanced Product Questions extension integration
• Improved auto-submitters protection
• Incoming mail attachments support
• Tickets priority
• Offensive ticket ID filtering
• Variables parsing in departments templates
• Status changes history
• Tickets grid view speedup
• SQL queries optimization
• “Total” field in departments statistics
• Multistore support for departments statistics
• New log format – database instead of files, with ability to see the logs in admin grid
• Log auto-clearing
• New data storage algorithm
• External ticket view is now single-column
• Cron processes start control system, helps to avoid server overloads

The following bugs have been fixed:

• Memory limit bug
• 100% php load in some cases while receiving messages from gateway
• Bot protection sometimes treats human as a bot
• “Headers already sent” error
• Some template files are not compatible with disabled PHP short tags
• Tickets are not auto-assigned to departments in some cases
• seed.phtml is not IE8 compatible
• Wrong email for tickets parsed from Product Questions
• Wrong date appears if ticket status was changed from the list view
• Simple filters are very slow
• Minor security fix with attachments
• Creation of new tickets from email can’t be turned off

As you can see Help Desk Ultimate has become even more flexible and a bulk of new possibilities has been added. That’s why we’ve developed Help Desk Ultimate User Guide which will help you to set up this aheadWorks extension maximally efficiently for you online store. In the Guide you will find out how to manage departments and tickets, learn how to integrate the Product Questions extension and standard Magento Contact Form, get the illustrated description of gateways and cron configuration, and much more.

To download free User Guide in PDF and find more information about Help Desk Ultimate, please visit the extension page.