PrestaShop Marketplace Helpdesk {User Guide}

PrestaShop Marketplace Helpdesk module offers customers to start a conversation with the seller of the product.

The module will help customers in sending queries or issue messages to the sellers available on the marketplace.

The sellers can easily reply to the tickets created by customers & try to provide support or resolve customer queries at the earliest.

An active support messaging system helps shop owners & marketplace sellers to establish a sense of trust among the customers.

A shop owner or the admin also gets to create query types from the backend. So, that a customer can easily create a ticket under a particular query type.

This will also help sellers in bifurcating the tickets on the basis of query type & accordingly reply on each ticket.

• Let your customers submit their issues/queries on store.
• Manages the customers queries/issues.
• Resolve customers issues faster and efficiently.
• Guests as well as registered customers can raise tickets.
• Increase customer loyalty.
• Admin can create query types.
• Customers/sellers can see the list of previously raised tickets.
• Customers/sellers check his/her message history for any ticket.
• Based on the configuration agent can receive the mails on different events.
• Admin can select the type of attachment that a customer can attach with the tickets.
• An admin can enable/disable SEO friendly URL and can even provide suffix for URLs.
• Admin can filter tickets globally on the system based on ticket number, customer or query type.
• Customer can attach files.
• The module is multi-shop compatible.

In order to install the module, you need to install the PrestaShop Advanced Multi-Vendor Marketplace module first.

After installing the marketplace module, you can now proceed to install the PrestaShop Marketplace Helpdesk module.

• Firstly, go to the module manager in the back office and click on ‘upload a module’.
• After that, drag and drop the module file or select the file from the system.
• In this way, the module installation will be successful.

After the successful installation of the module, an admin can proceed to configure the module.

In this way, the admin can successfully configure the module.

Also, before proceeding further make sure you’ve unchecked the contact seller link in the display seller details settings in the Marketplace module.

After the successful installation of the module, a new tab “Help desk management” adds to the admin dashboard.

Under the Helpdesk Management tab, an admin can view all the tickets of the customers according to their status.

Also, an admin can create the Query Type for the customers from the other tab that is available here.

So, that a customer can choose a particular query type before creating a ticket.

Query Type Management

In this section, an admin can add multiple query types. So, that a customer can choose accordingly before creating a ticket.

On clicking the add new query type, the following page will open.

An admin can also choose to edit the name of the query afterwards.

The customers can raise tickets to the seller from the product page either by clicking on the contact seller link or by visiting the seller shop.

A button to contact the seller or create a ticket is also available on the seller shop page & profile page.

On clicking the contact seller either from the seller shop page or product page, a form will open to fill in the details in order to generate a ticket.

In the ticket generating form customer will also find an option to select a query type.

After the customer creates a ticket, he/she can see the ticket under the “My Tickets” tab in their account section.

A customer can view all his created tickets by clicking on the “My Tickets” tab.

After clicking on the show details button, the following page will open.

Seller’s end

Two new menu tabs i.e., “My Tickets” and “Assigned Tickets” will be available on the seller dashboard.

Since the ticket was created by the customer, it will be available to the seller under the “Assigned Tickets” tab.

After clicking on the assigned tickets tab, the following page will open.

A seller can click on the ticket to view the complete ticket details and reply to the customer.

Note: A seller will also get an option to select reply type i.e., reply or internal note.

If the seller selects a reply, then he/she will be simply replying to the customer.

And, in case if seller selects the internal note option, then it means that he does not want that message to appear at the customer’s end.

When the seller selects Reply from Reply Type

Now, a seller will create a suitable reply & send it to the customer.

After a seller sends a reply to the customer, the ticket status will change to answered from open for everyone.

Now, a customer again creates a reply to send it to the seller.

After a customer sends the above reply to the seller, the ticket status will again change from answered to open.

In case, if an admin wants then he/she can also reply to the ticket generated by a customer for the seller.

In the screenshot below, you can view the reply from the customer on the seller message.

When seller selects Internal Note from Reply Type

When a seller adds an internal note, it is not visible to the customer.

In this way, customers can easily communicate with the sellers and can resolve their queries.

So, this was all about the PrestaShop Marketplace Helpdesk module. I hope this document will help you in checking the functionality of the module in a better way.

Also, do let us know about your views in the comments.

For any kind of technical assistance or query, please raise a ticket at http://webkul.uvdesk.com or send us a mail at support@webkul.com

Also, please explore our PrestaShop development services & vast range of featureful PrestaShop Addons.