{"id":131485,"date":"2018-07-07T10:08:50","date_gmt":"2018-07-07T10:08:50","guid":{"rendered":"https:\/\/webkul.com\/blog\/?p=131485"},"modified":"2025-11-21T09:08:34","modified_gmt":"2025-11-21T09:08:34","slug":"magento-2-helpdesk-extension","status":"publish","type":"post","link":"https:\/\/webkul.com\/blog\/magento-2-helpdesk-extension\/","title":{"rendered":"User Guide of Magento 2 Helpdesk Extension"},"content":{"rendered":"\n<p><a href=\"https:\/\/store.webkul.com\/magento2-helpdesk-extension.html\">Magento 2 HelpDesk&nbsp;Extension<\/a>&nbsp;is a ticketing system software that draws customer support requests and manages them in one location. <\/p>\n\n\n\n<p>You can assign tickets to the agent, making ticket management much easier for the agent to assist the customer and resolve their issue.<\/p>\n\n\n\n<p>Helpdesk builds on the definition to serve their customers by creating a powerful ticket management platform that allows you to centralize all tickets with ticket status, priority, types, and much more.<\/p>\n\n\n\n<p>You can easily increase productivity by automating ticket management via SLA, Events &amp; Triggers, Ticket Rules, etc. Helpdesk enables support via the web and email.<\/p>\n\n\n\n<p><strong>Note:<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>If you are looking for a saas-based helpdesk system, then you can refer to our&nbsp;<strong><a href=\"https:\/\/store.webkul.com\/magento2-uvdesk-helpdesk-extension.html\" target=\"_blank\" rel=\"noreferrer noopener\">Adobe Commerce UVdesk Helpdesk<\/a><\/strong>&nbsp;module.<\/li>\n\n\n\n<li>You can also build your custom help desk system using&nbsp;<a href=\"https:\/\/www.uvdesk.com\/en\/custom-helpdesk-development\/\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>UVdesk<\/strong><\/a>.<\/li>\n<\/ul>\n\n\n\n<p>Check the videos below to better understand the extension &#8211;  <\/p>\n\n\n\n<p>How to manage customers &#8211; <\/p>\n\n\n\n<div class=\"wp-block-wk-block-youtube-video wp-block-wk-block--yt-video components-placeholder\"><div class=\"wk-block--yt-video-frame\"><div class=\"wk-block--yt-video-frame-request\" data-plyr-provider=\"youtube\" data-plyr-embed-id=\"A-Yw70Vzu9o\"><div class=\"components-placeholder__instructions\">A-Yw70Vzu9o<\/div><\/div><\/div><\/div>\n\n\n\n<p>How to resolve Customer queries &#8211;  <\/p>\n\n\n\n<div class=\"wp-block-wk-block-youtube-video wp-block-wk-block--yt-video components-placeholder\"><div class=\"wk-block--yt-video-frame\"><div class=\"wk-block--yt-video-frame-request\" data-plyr-provider=\"youtube\" data-plyr-embed-id=\"VG0c3Rfw_Zs\"><div class=\"components-placeholder__instructions\">VG0c3Rfw_Zs<\/div><\/div><\/div><\/div>\n\n\n\n<p>Initial configuration settings &#8211;  <\/p>\n\n\n\n<div class=\"wp-block-wk-block-youtube-video wp-block-wk-block--yt-video components-placeholder\"><div class=\"wk-block--yt-video-frame\"><div class=\"wk-block--yt-video-frame-request\" data-plyr-provider=\"youtube\" data-plyr-embed-id=\"_uHwnPvm4ds\"><div class=\"components-placeholder__instructions\">_uHwnPvm4ds<\/div><\/div><\/div><\/div>\n\n\n\n<div class=\"wk-index-wrap\"><div class=\"block-wrap\">\n<h2 class=\"wp-block-heading index-title\"><strong>Features<\/strong><\/h2>\n<\/div><\/div>\n\n\n\n<ul class=\"wp-block-list\">\n<li>It allows the creation of ticket status, ticket priority, ticket types, and ticket custom fields.<\/li>\n\n\n\n<li>Allow merging multiple tickets into a single ticket.<\/li>\n\n\n\n<li>Admin is having the ability for splitting a single ticket into multiple tickets if a ticket is too big to manage.<\/li>\n\n\n\n<li>With the help of this module, it is easy to manage and create an unlimited number of&nbsp;<a href=\"https:\/\/webkul.com\/blog\/magento2-buyer-credit-extension\/\" target=\"_blank\" rel=\"noreferrer noopener\">customers<\/a>.<\/li>\n\n\n\n<li>Admin is having the ability for managing and creating an unlimited number of agents.<\/li>\n\n\n\n<li>Allow creating organization and managing tickets based on the organization level.<\/li>\n\n\n\n<li>It allows the creation and management of multiple agents and agent levels.<\/li>\n\n\n\n<li>Admin managing and creating unlimited agent groups.<\/li>\n\n\n\n<li>The Admin can define business hours and holidays based on SLAs.<\/li>\n\n\n\n<li>With the help of this module, the admin can manage and create predefined responses with action.<\/li>\n\n\n\n<li>Allow managing and creating a support center for the customer.<\/li>\n\n\n\n<li>Support manual and automatic ticket mails fetching.<\/li>\n\n\n\n<li>Configure email piping ie; the customers can reply directly from the ticket system without login into their inbox.<\/li>\n\n\n\n<li>Allow&nbsp;managing and creating multiple Service level agreements (SLA).<\/li>\n\n\n\n<li>Easy settings to define and trigger the multiple actions in response to the event that occurs in the helpdesk system.<\/li>\n\n\n\n<li>Can create a custom attribute for the ticket page to get additional data &amp; information from the customers.<\/li>\n\n\n\n<li>Flexible settings for creating roles and ACL system(access control list).<\/li>\n\n\n\n<li>Support ticket lock feature to check who all are accessing a particular ticket.<\/li>\n\n\n\n<li>Working with all the templates including responsive themes.<\/li>\n\n\n\n<li>The source code is open so it can easily be customized.<\/li>\n\n\n\n<li>GraphQL has been implemented in the extension.<\/li>\n\n\n\n<li>The extension is compatible with the&nbsp;<a href=\"https:\/\/webkul.com\/hyva-theme-development\/\">Hyva theme<\/a>.<\/li>\n<\/ul>\n\n\n\n<p><strong>Note<\/strong><br>1.&nbsp;<strong>Before Installing the helpdesk module, PHP\/imap extension should be enabled in your PHP server<\/strong>.<\/p>\n\n\n\n<div class=\"wk-index-wrap\"><div class=\"block-wrap\">\n<h3 class=\"wp-block-heading index-title\"><strong>Installation<\/strong><\/h3>\n<\/div><\/div>\n\n\n\n<p>The customers will get a&nbsp;<strong>zip folder<\/strong>&nbsp;and they have to extract the contents of this zip folder on their system. The extracted folder has an&nbsp;<strong>src<\/strong>&nbsp;folder, inside the src folder you have the&nbsp;<strong>app&nbsp;<\/strong>folder.<\/p>\n\n\n\n<p>You need to transfer this&nbsp;<strong>app<\/strong>&nbsp;folder into the Adobe Commerce Cloud root directory on the server as shown below.<\/p>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter\"><a href=\"http:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2016\/09\/Move-app-folder-2.png\"><img decoding=\"async\" src=\"http:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2016\/09\/Move-app-folder-2.png\" alt=\"Installation\" loading=\"lazy\" \/><\/a><\/figure>\n<\/div>\n\n\n<p>After the successful installation, you have to run the below-mentioned command in the Adobe Commerce root directory.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"># Run Commands<\/h3>\n\n\n\n<p>You need to run the following commands:<\/p>\n\n\n\n<pre class=\"EnlighterJSRAW\">php bin\/magento setup:upgrade<\/pre>\n\n\n\n<pre class=\"EnlighterJSRAW\">php bin\/magento setup:di:compile<\/pre>\n\n\n\n<pre class=\"EnlighterJSRAW\">php bin\/magento setup:static-content:deploy<\/pre>\n\n\n\n<pre class=\"EnlighterJSRAW\">php bin\/magento indexer:reindex<\/pre>\n\n\n\n<pre class=\"EnlighterJSRAW\">php bin\/magento cache:flush<\/pre>\n\n\n\n<div class=\"wk-index-wrap\"><div class=\"block-wrap\">\n<h3 class=\"wp-block-heading index-title\"><strong>Multi-Lingual Configuration<\/strong><\/h3>\n<\/div><\/div>\n\n\n\n<p>For Multilingual support, please navigate to&nbsp;<strong>Store&gt;Configuration&gt;General &gt;Locale Options<\/strong>. And select your desired language from the&nbsp;<strong>Locale&nbsp;<\/strong>option.<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" width=\"1120\" height=\"880\" src=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-help-desk-locale.webp\" alt=\"Help desk\" class=\"wp-image-449408\" srcset=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-help-desk-locale.webp 1120w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-help-desk-locale-300x236.webp 300w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-help-desk-locale-250x196.webp 250w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-help-desk-locale-768x603.webp 768w\" sizes=\"(max-width: 1120px) 100vw, 1120px\" loading=\"lazy\" \/><\/figure>\n\n\n\n<div class=\"wk-index-wrap\"><div class=\"block-wrap\">\n<h3 class=\"wp-block-heading index-title\"><strong>Language Translation<\/strong><\/h3>\n<\/div><\/div>\n\n\n\n<p>If you want to translate&nbsp;<strong>Adobe Commerce&nbsp;HelpDesk<\/strong>&nbsp;<strong>Extension<\/strong>, please navigate to the following path in your system&nbsp;<strong>app\/code\/Webkul\/Helpdesk\/i18n<\/strong>. Open the file named&nbsp;<strong>en_US.CSV&nbsp;<\/strong>for editing as shown in the below screenshot.<\/p>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter\"><img decoding=\"async\" src=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2017\/02\/22-3.png\" alt=\"CSV-language-file\" loading=\"lazy\" \/><\/figure>\n<\/div>\n\n\n<p>Once you have opened the file for editing. Replace the words after the&nbsp;<strong>comma(,)&nbsp;<\/strong>on the right with your translated words.<\/p>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter\"><a href=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/CSV.png\"><img decoding=\"async\" width=\"841\" height=\"555\" src=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/CSV.png\" alt=\"csv-file\" class=\"wp-image-132140\" srcset=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/CSV.png 841w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/CSV-250x165.png 250w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/CSV-300x198.png 300w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/CSV-768x507.png 768w\" sizes=\"(max-width: 841px) 100vw, 841px\" loading=\"lazy\" \/><\/a><\/figure>\n<\/div>\n\n\n<p>After editing and translating the CSV file, you need to save the translated file name according to your region language and country code such as \u2013<strong>&nbsp;de_DE.CSV<\/strong>.<\/p>\n\n\n\n<p>Then upload the translated file to the same folder from where you have obtained it. Now the translation of&nbsp;<strong>Adobe Commerce Cloud&nbsp;HelpDesk<\/strong>&nbsp;<strong>Extension&nbsp;<\/strong>is complete.<\/p>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter\"><img decoding=\"async\" src=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2017\/02\/2016-05-02_16-25-34-3.png\" alt=\"change-CSV-language-file\" loading=\"lazy\" \/><\/figure>\n<\/div>\n\n\n<div class=\"wk-index-wrap\"><div class=\"block-wrap\">\n<h3 class=\"wp-block-heading index-title\"><strong>Module Configuration<\/strong><\/h3>\n<\/div><\/div>\n\n\n\n<p>After the installation, the admin will configure the Magento 2 Helpdesk Extension settings. For this, the admin will navigate to&nbsp;<strong>Stores -&gt;Configuration -&gt; Webkul -&gt; Helpdesk&nbsp;<\/strong>as per the below image.<\/p>\n\n\n\n<figure class=\"wp-block-image\"><img decoding=\"async\" width=\"1200\" height=\"653\" src=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/help_second_config.png\" alt=\"Magento 2 Helpdesk Configuration\" class=\"wp-image-217478\" srcset=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/help_second_config.png 1200w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/help_second_config-300x163.png 300w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/help_second_config-250x136.png 250w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/help_second_config-768x418.png 768w\" sizes=\"(max-width: 1200px) 100vw, 1200px\" loading=\"lazy\" \/><\/figure>\n\n\n\n<h3 class=\"wp-block-heading\">HelpDesk Settings:<\/h3>\n\n\n\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" width=\"1120\" height=\"880\" src=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-help-desk-configuration.webp\" alt=\"Help desk config\" class=\"wp-image-449407\" srcset=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-help-desk-configuration.webp 1120w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-help-desk-configuration-300x236.webp 300w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-help-desk-configuration-250x196.webp 250w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-help-desk-configuration-768x603.webp 768w\" sizes=\"(max-width: 1120px) 100vw, 1120px\" loading=\"lazy\" \/><\/figure>\n\n\n\n<p>Here, the admin will configure the basic settings of the Adobe Commerce Helpdesk Extension like \u2013<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Ticket System Name:<\/strong>&nbsp;Set the name for the ticket system.<\/li>\n\n\n\n<li><strong>Ticket System Email-Id:<\/strong>&nbsp;Set the email i.d for the ticket system from which the emails will be sent.<\/li>\n\n\n\n<li><strong>Enter Upload File Size:<\/strong>&nbsp;Define the file size to be uploaded by the customers.<\/li>\n\n\n\n<li><strong>Login Required for Ticket Creation:<\/strong>&nbsp;If set as&nbsp;<strong>YES<\/strong>&nbsp;then the customer has to log in to their accounts and then can generate tickets. If set as&nbsp;<strong>NO<\/strong>&nbsp;then any customer can generate a ticket without logging into the helpdesk.<\/li>\n\n\n\n<li><strong>Allowed File Extensions:<\/strong>&nbsp;Define file extensions to be uploaded by the customers.<\/li>\n\n\n\n<li><strong>Allow WYSIWYG Editor on front:<\/strong>&nbsp;If set to&nbsp;<strong>YES<\/strong>&nbsp;then the customer can use the editor. Else set as a&nbsp;<strong>NO<\/strong>&nbsp;then customers can\u2019t use the editor.<\/li>\n\n\n\n<li><strong>Date Format:<\/strong>&nbsp;Set the date format so that the Helpdesk will display dates in this particular format.<\/li>\n\n\n\n<li><strong>Customer Can Delete Ticket:<\/strong>&nbsp;If set to&nbsp;<strong>YES<\/strong>&nbsp;then the customer can delete their ticket. Else set to&nbsp;<strong>NO&nbsp;<\/strong>to restrict the customer from&nbsp;deleting their ticket.<\/li>\n\n\n\n<li><strong>Customer Can Close Ticket:<\/strong>&nbsp;If set to&nbsp;<strong>YES<\/strong>&nbsp;then the customer can close their ticket. Else set to&nbsp;<strong>NO<\/strong>&nbsp;to restrict the customer from closing their ticket.<\/li>\n\n\n\n<li><strong>Priority On Ticket Creation Page:<\/strong>&nbsp;If set as&nbsp;<strong>YES<\/strong>&nbsp;then the ticket priority field will be displayed on the ticket creation page which the customer can update while creating the ticket. Else set as&nbsp;<strong>NO<\/strong>&nbsp;to restrict the display of the ticket priority field for the customers on the ticket creation page.<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\">More Settings<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Status on Ticket Creation Page:<\/strong>&nbsp;If set as&nbsp;<strong>YES<\/strong>&nbsp;then the ticket status field will be displayed on the ticket creation page which the customer can update while creating the ticket. Else set as&nbsp;<strong>NO<\/strong>&nbsp;to restrict the display of the ticket status field for the customers on the ticket creation page.<\/li>\n\n\n\n<li><strong>Group On Ticket Creation Page:<\/strong>&nbsp;If set as&nbsp;<strong>YES<\/strong>&nbsp;then the ticket group field will be displayed on the ticket creation page which the customer can update while creating the ticket. Else set as&nbsp;<strong>NO<\/strong>&nbsp;to restrict the display of the ticket group field for the customers on the ticket creation page.<\/li>\n\n\n\n<li><strong>Customer Can Delete Own Thread:<\/strong>&nbsp;If set to&nbsp;<strong>YES<\/strong>&nbsp;then the customer can delete their own thread in the ticket. Else set to&nbsp;<strong>NO&nbsp;<\/strong>to restrict the customer from&nbsp;deleting their own thread in the ticket.<\/li>\n\n\n\n<li><strong>The agent can see all tickets<\/strong>: If set to YES then the agent can see all the tickets.<\/li>\n\n\n\n<li><strong>Customer Can Add CC:<\/strong>&nbsp;If set to&nbsp;<strong>YES<\/strong>&nbsp;then the customer can add collaborators to their ticket. Else set to&nbsp;<strong>NO&nbsp;<\/strong>to restrict the customer from adding collaborators to their ticket.<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>Ticket Status:<\/strong><\/h3>\n\n\n\n<p>In the backend, the admin can create various ticket statuses and here will configure those ticket statuses as per the choice like \u2013<\/p>\n\n\n\n<figure class=\"wp-block-image\"><img decoding=\"async\" width=\"1191\" height=\"497\" src=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/help_config_3.png\" alt=\"Magento 2 Helpdesk Ticket Status Configuration\" class=\"wp-image-217483\" srcset=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/help_config_3.png 1191w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/help_config_3-300x125.png 300w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/help_config_3-250x104.png 250w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/help_config_3-768x320.png 768w\" sizes=\"(max-width: 1191px) 100vw, 1191px\" loading=\"lazy\" \/><\/figure>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>&nbsp;Open:<\/strong>&nbsp;Configure the ticket status when the ticket is open.<\/li>\n\n\n\n<li><strong>New:<\/strong>&nbsp;Configure the ticket status when the ticket is new.<\/li>\n\n\n\n<li><strong>Pending:<\/strong>&nbsp;Configure the ticket status when the ticket is pending.<\/li>\n\n\n\n<li><strong>Solved:<\/strong>&nbsp;Configure the ticket status when the ticket is solved.<\/li>\n\n\n\n<li><strong>Closed:<\/strong>&nbsp;Configure the ticket status when the ticket is closed.<\/li>\n\n\n\n<li><strong>Spam:<\/strong>&nbsp;Configure the ticket status when the ticket is spam.<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\">Default Setting:<\/h3>\n\n\n\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" width=\"1120\" height=\"880\" src=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-help-desk-ticket-default-setting.webp\" alt=\"Help desk\" class=\"wp-image-449413\" srcset=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-help-desk-ticket-default-setting.webp 1120w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-help-desk-ticket-default-setting-300x236.webp 300w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-help-desk-ticket-default-setting-250x196.webp 250w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-help-desk-ticket-default-setting-768x603.webp 768w\" sizes=\"(max-width: 1120px) 100vw, 1120px\" loading=\"lazy\" \/><\/figure>\n\n\n\n<p>Here, the admin will configure the default values for the fields which will be automatically filled if a customer left them blank like \u2013<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Status:<\/strong>&nbsp;Configure the&nbsp;default ticket status when the status of the ticket is not defined.<\/li>\n\n\n\n<li><strong>Ticket Type:<\/strong>&nbsp;Configure the default ticket type when the type of ticket is not defined.<\/li>\n\n\n\n<li><strong>Group:<\/strong>&nbsp; Configure the default ticket group when the group of the ticket is not defined.<\/li>\n\n\n\n<li><strong>Priority:<\/strong>&nbsp;Configure the&nbsp;default ticket priority when the priority of the ticket is not defined.<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\">Ticket View:<\/h3>\n\n\n\n<p>Here, the admin will manage the ticket page view like this \u2013<\/p>\n\n\n\n<figure class=\"wp-block-image\"><img decoding=\"async\" width=\"1125\" height=\"303\" src=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/help_config_4-e1577367314817.png\" alt=\"Magento 2 Helpdesk Ticket Default Setting\" class=\"wp-image-217488\" srcset=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/help_config_4-e1577367314817.png 1125w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/help_config_4-e1577367314817-300x81.png 300w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/help_config_4-e1577367314817-250x67.png 250w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/help_config_4-e1577367314817-768x207.png 768w\" sizes=\"(max-width: 1125px) 100vw, 1125px\" loading=\"lazy\" \/><\/figure>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Ticket Thread Limit:<\/strong>&nbsp;Define the ticket thread limit. e.g-1,2,3 etc. So that the customers can view the configured number of threads in the ticket. And if they want to see all the threads they can expand them.<\/li>\n\n\n\n<li><strong>Draft Saving Time:<\/strong>&nbsp;Set draft saving time. So that whenever any agent or admin will be typing a message it will automatically get saved after that specified interval of time.<\/li>\n\n\n\n<li><strong>Lock View Time:&nbsp;<\/strong>Configure the lock view time.<\/li>\n\n\n\n<li><strong>Lock Expire Time:<\/strong>&nbsp;Configure the lock expiration time.<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\">Activity:<\/h3>\n\n\n\n<p>Here, the admin can configure the activities which will be shown in the dashboard like \u2013<\/p>\n\n\n\n<figure class=\"wp-block-image\"><img decoding=\"async\" width=\"1118\" height=\"597\" src=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/help_config_5.png\" alt=\"Magento 2 helpdesk - Helpdesk Activity Setting \" class=\"wp-image-217492\" srcset=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/help_config_5.png 1118w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/help_config_5-300x160.png 300w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/help_config_5-250x133.png 250w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/help_config_5-768x410.png 768w\" sizes=\"(max-width: 1118px) 100vw, 1118px\" loading=\"lazy\" \/><\/figure>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Activity Limit Dashboard:<\/strong>&nbsp;Limit the number of activities to be shown on the dashboard. The activities are the actions performed by agents or admin on the tickets like- status change, priority change, etc.<\/li>\n\n\n\n<li><strong>Generate Activity:<\/strong>&nbsp;Select the items from the list for which the activity is to be generated.<\/li>\n\n\n\n<li><strong>Priority on delete:<\/strong>&nbsp;Set activity priority on deleting a particular ticket.<\/li>\n\n\n\n<li>The&nbsp;<strong>Priority on add:<\/strong>&nbsp;Set activity priority on adding a particular ticket.<\/li>\n\n\n\n<li><strong>Priority on edit:<\/strong>&nbsp;Set activity priority on editing a particular ticket.<\/li>\n<\/ul>\n\n\n\n<p>Once the admin is done with the Adobe Commerce Helpdesk Extension settings, the admin will have a&nbsp;<strong>Helpdesk Manager&nbsp;<\/strong>menu option as per the below image.<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" width=\"1120\" height=\"880\" src=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-help-desk-dashboard.webp\" alt=\"Help desk dshboard\" class=\"wp-image-449411\" srcset=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-help-desk-dashboard.webp 1120w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-help-desk-dashboard-300x236.webp 300w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-help-desk-dashboard-250x196.webp 250w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-help-desk-dashboard-768x603.webp 768w\" sizes=\"(max-width: 1120px) 100vw, 1120px\" loading=\"lazy\" \/><\/figure>\n\n\n\n<p>Here, the admin will have several sub-menu options to manage the helpdesk system which we will discuss one by one in detail.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>Dashboard<\/strong><\/h3>\n\n\n\n<p>This is the dashboard of the ticket system which will display the&nbsp;tickets by the respective ticket\u2019s status separately.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>Tickets Management<\/strong><\/h3>\n\n\n\n<p>This section is to manage the tickets.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Tickets<\/li>\n\n\n\n<li>Ticket Type<\/li>\n\n\n\n<li>ManageTicket Status<\/li>\n\n\n\n<li>Ticket Priority<\/li>\n\n\n\n<li>Manage Ticket Custom Attribute<\/li>\n\n\n\n<li>Manage Ticket Tag<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>Agent Management<\/strong><\/h3>\n\n\n\n<p>This section is to manage and create the new agents who will handle the tickets.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Agents<\/li>\n\n\n\n<li>Agent Level<\/li>\n\n\n\n<li>Groups<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>Customer Management<\/strong><\/h3>\n\n\n\n<p>This section is to manage the customers who have created the tickets.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Customer<\/li>\n\n\n\n<li>Organization<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>Connect Email<\/strong><\/h3>\n\n\n\n<p>This section is to manage the support content for better ticketing support.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Manage Business Hours<\/li>\n\n\n\n<li>Events and Triggers<\/li>\n\n\n\n<li>Responses<\/li>\n\n\n\n<li>Manage SLA Policies<\/li>\n\n\n\n<li>Support Center<\/li>\n\n\n\n<li>Manage Email Template<\/li>\n\n\n\n<li>Connect Email(s)<\/li>\n\n\n\n<li>Activity<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>Reporting<\/strong><\/h3>\n\n\n\n<p>This section is to view the complete report summary of the customers and the agents.<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Customer Report Summary<\/li>\n\n\n\n<li>Agent Report Summary<\/li>\n<\/ul>\n\n\n\n<div class=\"wk-index-wrap\"><div class=\"block-wrap\">\n<h3 class=\"wp-block-heading index-title\"><strong>Dashboard<\/strong><\/h3>\n<\/div><\/div>\n\n\n\n<p>To view the dashboard, the agent will navigate to&nbsp;<strong>Helpdesk Manager -&gt; Dashboard&nbsp;<\/strong>as per the below image.<\/p>\n\n\n\n<figure class=\"wp-block-image\"><img decoding=\"async\" width=\"1178\" height=\"664\" src=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/help_dash.png\" alt=\"Magento 2 Helpdesk Dashboard\" class=\"wp-image-217503\" srcset=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/help_dash.png 1178w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/help_dash-300x169.png 300w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/help_dash-250x141.png 250w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/help_dash-768x433.png 768w\" sizes=\"(max-width: 1178px) 100vw, 1178px\" loading=\"lazy\" \/><\/figure>\n\n\n\n<p>On the top, the agent can view the tickets by the respective ticket\u2019s status separately. This will helps the agent to get statistics with complete details about the tickets.<\/p>\n\n\n\n<p>And under the \u201cRecent Activity\u201d section, the recent activities performed by the admin\/agent will display and it will display the limited activities configured by the admin.<\/p>\n\n\n\n<p>Suppose the admin has configured 5 activities in the backend, then it will display only the 5 most recent activities on the dashboard. So the older activities will get deleted automatically if the new activity occurs.<\/p>\n\n\n\n<p>And, can click on the icon to view the agent details like name and email address as per the below image.<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" width=\"1120\" height=\"880\" src=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-help-desk-ticket-dashboard.webp\" alt=\"Help desk\" class=\"wp-image-449414\" srcset=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-help-desk-ticket-dashboard.webp 1120w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-help-desk-ticket-dashboard-300x236.webp 300w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-help-desk-ticket-dashboard-250x196.webp 250w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-help-desk-ticket-dashboard-768x603.webp 768w\" sizes=\"(max-width: 1120px) 100vw, 1120px\" loading=\"lazy\" \/><\/figure>\n\n\n\n<div class=\"wk-index-wrap\"><div class=\"block-wrap\">\n<h3 class=\"wp-block-heading index-title\"><strong>Manage Tickets<\/strong><\/h3>\n<\/div><\/div>\n\n\n\n<p>The agents can easily manage tickets in the helpdesk system by navigating to&nbsp;<strong>Helpdesk Manager -&gt; Manage Tickets&nbsp;<\/strong>as per the below image.<\/p>\n\n\n\n<figure class=\"wp-block-image\"><img decoding=\"async\" width=\"1211\" height=\"600\" src=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/manage_tickets_ticket_list.png\" alt=\"Magento 2 Helpdesk - Ticket List\" class=\"wp-image-217649\" srcset=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/manage_tickets_ticket_list.png 1211w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/manage_tickets_ticket_list-300x149.png 300w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/manage_tickets_ticket_list-1200x595.png 1200w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/manage_tickets_ticket_list-250x124.png 250w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/manage_tickets_ticket_list-768x381.png 768w\" sizes=\"(max-width: 1211px) 100vw, 1211px\" loading=\"lazy\" \/><\/figure>\n\n\n\n<p>Here the agents can perform various&nbsp;activities like \u2013<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">ACTION:<\/h3>\n\n\n\n<p>Here, the agent can easily change the ticket status, type, priority, group, and agent and can even delete the ticket. For this first, select the tickets that the agent wants to update.<\/p>\n\n\n\n<figure class=\"wp-block-image\"><img decoding=\"async\" width=\"1205\" height=\"540\" src=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/manage_ticket_sec.png\" alt=\"Magento 2 Helpdesk Perform Action\" class=\"wp-image-217511\" srcset=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/manage_ticket_sec.png 1205w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/manage_ticket_sec-300x134.png 300w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/manage_ticket_sec-1200x538.png 1200w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/manage_ticket_sec-250x112.png 250w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/manage_ticket_sec-768x344.png 768w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/manage_ticket_sec-604x270.png 604w\" sizes=\"(max-width: 1205px) 100vw, 1205px\" loading=\"lazy\" \/><\/figure>\n\n\n\n<p>Then, click on&nbsp;<strong>Action&nbsp;<\/strong>and select the action type from the drop-down that the agent wants to perform on the selected tickets. After submitting the selected action, the ticket gets updated.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">CREATE TICKET:<\/h3>\n\n\n\n<p>Here, the agent can create new tickets on behalf of customers. For this, the agent needs to click on the&nbsp;<strong>Create Ticket&nbsp;<\/strong>button as per the below image.<\/p>\n\n\n\n<figure class=\"wp-block-image\"><img decoding=\"async\" width=\"1202\" height=\"478\" src=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/create_ticket.png\" alt=\"Magento 2 Helpdesk Create Ticket\" class=\"wp-image-217514\" srcset=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/create_ticket.png 1202w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/create_ticket-300x119.png 300w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/create_ticket-1200x477.png 1200w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/create_ticket-250x99.png 250w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/create_ticket-768x305.png 768w\" sizes=\"(max-width: 1202px) 100vw, 1202px\" loading=\"lazy\" \/><\/figure>\n\n\n\n<p>Clicking on&nbsp;<strong>Create Ticket&nbsp;<\/strong>button navigates the agent to the&nbsp;<strong>New Ticket<\/strong>&nbsp;page&nbsp;as per the below image.<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" width=\"1120\" height=\"880\" src=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-help-desk-new-ticket.webp\" alt=\"Help desk\" class=\"wp-image-449412\" srcset=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-help-desk-new-ticket.webp 1120w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-help-desk-new-ticket-300x236.webp 300w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-help-desk-new-ticket-250x196.webp 250w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-help-desk-new-ticket-768x603.webp 768w\" sizes=\"(max-width: 1120px) 100vw, 1120px\" loading=\"lazy\" \/><\/figure>\n\n\n\n<p>Here, the agent will enter the ticket details like-<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Customer Name:<\/strong>&nbsp;enter the customer name on whose behalf the agent will be creating the ticket.<\/li>\n\n\n\n<li><strong>Email:<\/strong>&nbsp;Enter the customer\u2019s email address.<\/li>\n\n\n\n<li><strong>Type:<\/strong>&nbsp;The admin can select the ticket type from the dropdown.<\/li>\n\n\n\n<li><strong>Priority:<\/strong>&nbsp;The admin can select the priority based on the available options in the dropdown.<\/li>\n\n\n\n<li><strong>Group:<\/strong>&nbsp;The admin can assign the group to the ticket as per the available options in the dropdown.<\/li>\n\n\n\n<li>Status: The admin can assign the status of the ticket as per the available options in the dropdown.<\/li>\n\n\n\n<li><strong>Subject:<\/strong>&nbsp;Enter the subject of the ticket.<\/li>\n\n\n\n<li><strong>Query:<\/strong>&nbsp;Enter the customer query.<\/li>\n\n\n\n<li><strong>File Upload:&nbsp;<\/strong>If the admin is having any relevant files as well with the queries then the admin can also upload the same.<\/li>\n<\/ul>\n\n\n\n<p>And lastly, save the ticket details by clicking the&nbsp;<strong>Save Ticket<\/strong>&nbsp;button.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">MERGE TICKETS:<\/h3>\n\n\n\n<p>The agent can even merge multiple tickets. For this first, select the tickets that the agent wants to merge.<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" width=\"1120\" height=\"880\" src=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-help-desk-manage-ticket.webp\" alt=\"Help desk\" class=\"wp-image-449406\" srcset=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-help-desk-manage-ticket.webp 1120w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-help-desk-manage-ticket-300x236.webp 300w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-help-desk-manage-ticket-250x196.webp 250w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-help-desk-manage-ticket-768x603.webp 768w\" sizes=\"(max-width: 1120px) 100vw, 1120px\" loading=\"lazy\" \/><\/figure>\n\n\n\n<p>Then, click on the&nbsp;<strong>Merge<\/strong>&nbsp;button, and a pop-up will appear.<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" width=\"1120\" height=\"880\" src=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-help-desk-merge.webp\" alt=\"Help desk\" class=\"wp-image-449409\" srcset=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-help-desk-merge.webp 1120w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-help-desk-merge-300x236.webp 300w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-help-desk-merge-250x196.webp 250w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-help-desk-merge-768x603.webp 768w\" sizes=\"(max-width: 1120px) 100vw, 1120px\" loading=\"lazy\" \/><\/figure>\n\n\n\n<p>While merging the multiple tickets and one ticket will be set as the primary ticket which the agent can even change as per the choice.<\/p>\n\n\n\n<p>For changing the primary ticket, simply check the checkbox of the ticket which the agent wants to set as the primary ticket.&nbsp;The agent can also remove the ticket from merging by clicking the blue&nbsp;cross button.<\/p>\n\n\n\n<p>And lastly, click on the&nbsp;<strong>Merge&nbsp;<\/strong>button to merge the tickets.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">VIEW\/REPLY TICKET:&nbsp;<\/h3>\n\n\n\n<p>The agent will click on the&nbsp;<strong>View\/Reply&nbsp;<\/strong>link to view or add a reply to the ticket.<\/p>\n\n\n\n<figure class=\"wp-block-image\"><img decoding=\"async\" width=\"1214\" height=\"667\" src=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/open_ticket.png\" alt=\"Magento 2 Helpdesk - Ticket View\" class=\"wp-image-217535\" srcset=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/open_ticket.png 1214w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/open_ticket-300x165.png 300w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/open_ticket-1200x659.png 1200w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/open_ticket-250x137.png 250w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/open_ticket-768x422.png 768w\" sizes=\"(max-width: 1214px) 100vw, 1214px\" loading=\"lazy\" \/><\/figure>\n\n\n\n<p>Here, the agent can-<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Reply:<\/strong>&nbsp;reply tickets from this screen.<\/li>\n\n\n\n<li><strong>Add cc\/bcc:<\/strong>&nbsp;add cc bcc recipients if enabled from the backend option.<\/li>\n\n\n\n<li><strong>Forward:<\/strong>&nbsp;forward the ticket by clicking on the forward button and the ticket content will appear in the reply text field.<\/li>\n\n\n\n<li><strong>Ticket note:<\/strong>&nbsp;This ticket note can be added by the one who will be working on the ticket. Admin\/Agent can add a note for future reference.<\/li>\n\n\n\n<li><strong>Ticket tags:<\/strong>&nbsp;This ticket tag can be added by the one who is working on the ticket. Tags help the Agent\/Admin to search the tickets in the future using filters.<\/li>\n\n\n\n<li><strong>Lock view:<\/strong>&nbsp;This feature indicates one or more agent is viewing that particular ticket. If only one agent is viewing that ticket then the marker will be blue and if more than 1 agent is viewing that ticket then the marker will turn red and show a pop-up with the name of the other agent working on that ticket.<\/li>\n<\/ul>\n\n\n\n<figure class=\"wp-block-image\"><img decoding=\"async\" width=\"1214\" height=\"620\" src=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/Ticket-Action.png\" alt=\"Magento 2 Helpdesk Ticket Actions\" class=\"wp-image-217539\" srcset=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/Ticket-Action.png 1214w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/Ticket-Action-300x153.png 300w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/Ticket-Action-1200x613.png 1200w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/Ticket-Action-250x128.png 250w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/Ticket-Action-768x392.png 768w\" sizes=\"(max-width: 1214px) 100vw, 1214px\" loading=\"lazy\" \/><\/figure>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Add a note:<\/strong>&nbsp;add an internal note to the ticket which will be visible to the agents only.<\/li>\n\n\n\n<li><strong>Mark spam:<\/strong>&nbsp;mark the ticket as spam by clicking the mark spam button.<\/li>\n\n\n\n<li><strong>Delete:<\/strong>&nbsp;delete the ticket by clicking on the delete button.<\/li>\n\n\n\n<li><strong>Response:<\/strong>&nbsp;choose a response from the list of responses that have been made earlier on the ticket. The response will include various actions like-Group update, Priority update, reply added, etc so that it will be easy for the agents to add a response to a ticket.<\/li>\n<\/ul>\n\n\n\n<figure class=\"wp-block-image\"><img decoding=\"async\" width=\"1210\" height=\"593\" src=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/prep_res.png\" alt=\"Magento 2 Helpdesk - Prepared Response Apply\" class=\"wp-image-217666\" srcset=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/prep_res.png 1210w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/prep_res-300x147.png 300w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/prep_res-1200x588.png 1200w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/prep_res-250x123.png 250w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/prep_res-768x376.png 768w\" sizes=\"(max-width: 1210px) 100vw, 1210px\" loading=\"lazy\" \/><\/figure>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Split:<\/strong>&nbsp;break the single ticket into multiple tickets if a ticket is too big to manage.<\/li>\n<\/ul>\n\n\n\n<figure class=\"wp-block-image\"><img decoding=\"async\" width=\"1273\" height=\"625\" src=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/split_edited.png\" alt=\"Magento 2 Helpdesk - Ticket Split\" class=\"wp-image-217799\" srcset=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/split_edited.png 1273w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/split_edited-300x147.png 300w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/split_edited-1200x589.png 1200w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/split_edited-250x123.png 250w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/split_edited-768x377.png 768w\" sizes=\"(max-width: 1273px) 100vw, 1273px\" loading=\"lazy\" \/><\/figure>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"ticket-type\"><strong>Ticket Type<\/strong><\/h2>\n\n\n\n<p>The agent can manage and add multiple new ticket types.<\/p>\n\n\n\n<figure class=\"wp-block-image\"><img decoding=\"async\" width=\"1193\" height=\"657\" src=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/edited_ticket_type.png\" alt=\"Magento 2 Helpdesk - Ticket TYpe\" class=\"wp-image-217632\" srcset=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/edited_ticket_type.png 1193w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/edited_ticket_type-300x165.png 300w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/edited_ticket_type-250x138.png 250w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/edited_ticket_type-768x423.png 768w\" sizes=\"(max-width: 1193px) 100vw, 1193px\" loading=\"lazy\" \/><\/figure>\n\n\n\n<p>Here, the agent can:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>View the complete list of existing ticket types.<\/li>\n\n\n\n<li>Edit any ticket type by clicking on the&nbsp;<strong>Edit&nbsp;<\/strong>link.<\/li>\n\n\n\n<li>Update the&nbsp;<strong>Status<\/strong>&nbsp;or&nbsp;<strong>&nbsp;Delete&nbsp;<\/strong>any ticket type from the&nbsp;<strong>Action&nbsp;<\/strong>drop-down list.<\/li>\n\n\n\n<li>Add a new ticket type by clicking on the&nbsp;<strong>Add-Type&nbsp;<\/strong>button.<\/li>\n<\/ul>\n\n\n\n<p>For adding the new ticket type, the agent will click on the&nbsp;<strong>Add Type&nbsp;<\/strong>button. This will navigate the agent to the \u201cTicket Type\u201d page as per the below image.<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" width=\"1120\" height=\"880\" src=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-help-desk-add-ticket.webp\" alt=\"Help desk\" class=\"wp-image-449410\" srcset=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-help-desk-add-ticket.webp 1120w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-help-desk-add-ticket-300x236.webp 300w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-help-desk-add-ticket-250x196.webp 250w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-help-desk-add-ticket-768x603.webp 768w\" sizes=\"(max-width: 1120px) 100vw, 1120px\" loading=\"lazy\" \/><\/figure>\n\n\n\n<p>Here, the agent will:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Name:<\/strong>&nbsp;enter the name of the ticket type.<\/li>\n\n\n\n<li><strong>Description:<\/strong>&nbsp;enter the description of the new ticket type.<\/li>\n\n\n\n<li><strong>Status:<\/strong>&nbsp;set the status as enable\/disable of ticket type.<\/li>\n<\/ul>\n\n\n\n<p>And lastly, click on the&nbsp;<strong>Save&nbsp;<\/strong>button to create the new ticket type successfully.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"ticket-status\"><strong>Ticket Status<\/strong><\/h2>\n\n\n\n<p>The agent can manage and add multiple new ticket statuses.<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" width=\"1120\" height=\"880\" src=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-help-desk-ticket-status-management.webp\" alt=\"Help desk\" class=\"wp-image-449415\" srcset=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-help-desk-ticket-status-management.webp 1120w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-help-desk-ticket-status-management-300x236.webp 300w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-help-desk-ticket-status-management-250x196.webp 250w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-help-desk-ticket-status-management-768x603.webp 768w\" sizes=\"(max-width: 1120px) 100vw, 1120px\" loading=\"lazy\" \/><\/figure>\n\n\n\n<p>Here, the agent can:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>View the complete list of existing tickets\u2019 status.<\/li>\n\n\n\n<li>Edit any ticket status by clicking on the&nbsp;<strong>Edit&nbsp;<\/strong>link.<\/li>\n\n\n\n<li>Update the&nbsp;<strong>Status<\/strong>&nbsp;or&nbsp;<strong>&nbsp;Delete&nbsp;<\/strong>any ticket status from the&nbsp;<strong>Action&nbsp;<\/strong>drop-down list.<\/li>\n\n\n\n<li>Add new ticket status by clicking on the&nbsp;<strong>Add Status&nbsp;<\/strong>button.<\/li>\n<\/ul>\n\n\n\n<p>For adding the new ticket status, the agent will click on the&nbsp;<strong>Add Status&nbsp;<\/strong>button. This will navigate the agent to the \u201cAdd Status\u201d page as per the below image.<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" width=\"1120\" height=\"880\" src=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-magento-help-desk-open-ticket.webp\" alt=\"helpdesk ticket\" class=\"wp-image-449430\" srcset=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-magento-help-desk-open-ticket.webp 1120w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-magento-help-desk-open-ticket-300x236.webp 300w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-magento-help-desk-open-ticket-250x196.webp 250w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-magento-help-desk-open-ticket-768x603.webp 768w\" sizes=\"(max-width: 1120px) 100vw, 1120px\" loading=\"lazy\" \/><\/figure>\n\n\n\n<p>Here, the agent will:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Name:<\/strong>&nbsp;enter the name of the ticket status.<\/li>\n\n\n\n<li><strong>Description:<\/strong>&nbsp;enter the description of the new ticket status.<\/li>\n\n\n\n<li><strong>Status:<\/strong>&nbsp;set the status as enable\/disable the ticket status.<\/li>\n<\/ul>\n\n\n\n<p>And lastly, click on the&nbsp;<strong>Save&nbsp;<\/strong>button to create the new ticket status successfully.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"ticket-priority\"><strong>Ticket Priority<\/strong><\/h2>\n\n\n\n<p>The agent can manage and add multiple new ticket priority types.<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" width=\"1120\" height=\"880\" src=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-magento-help-desk-ticket-priority-management.webp\" alt=\"helpdesk ticket\" class=\"wp-image-449428\" srcset=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-magento-help-desk-ticket-priority-management.webp 1120w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-magento-help-desk-ticket-priority-management-300x236.webp 300w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-magento-help-desk-ticket-priority-management-250x196.webp 250w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-magento-help-desk-ticket-priority-management-768x603.webp 768w\" sizes=\"(max-width: 1120px) 100vw, 1120px\" loading=\"lazy\" \/><\/figure>\n\n\n\n<p>Here, the agent can:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>View the complete list of existing ticket priority types.<\/li>\n\n\n\n<li>Edit any ticket priority type by clicking on the&nbsp;<strong>Edit&nbsp;<\/strong>link.<\/li>\n\n\n\n<li>Update the&nbsp;<strong>Status<\/strong>&nbsp;or&nbsp;<strong>&nbsp;Delete&nbsp;<\/strong>any ticket priority type from the&nbsp;<strong>Action&nbsp;<\/strong>drop-down list.<\/li>\n\n\n\n<li>Add a new ticket priority type by clicking on the&nbsp;<strong>Add Status&nbsp;<\/strong>button.<\/li>\n<\/ul>\n\n\n\n<p>For adding the new ticket priority type, the agent will click on the&nbsp;<strong>Add Priority&nbsp;<\/strong>button. This will navigate the agent to the \u201cAdd Priority\u201d page as per the below image.<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" width=\"1120\" height=\"880\" src=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-magento-help-desk-ticket-priority.webp\" alt=\"helpdesk ticket\" class=\"wp-image-449429\" srcset=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-magento-help-desk-ticket-priority.webp 1120w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-magento-help-desk-ticket-priority-300x236.webp 300w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-magento-help-desk-ticket-priority-250x196.webp 250w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-magento-help-desk-ticket-priority-768x603.webp 768w\" sizes=\"(max-width: 1120px) 100vw, 1120px\" loading=\"lazy\" \/><\/figure>\n\n\n\n<p>Here, the agent will:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Name:<\/strong>&nbsp;enter the name of the ticket priority.<\/li>\n\n\n\n<li><strong>Description:<\/strong>&nbsp;enter the description of the new ticket priority.<\/li>\n\n\n\n<li><strong>Status:<\/strong>&nbsp;set the status as enable\/disable of the ticket priority.<\/li>\n<\/ul>\n\n\n\n<p>And lastly, click on the&nbsp;<strong>Save&nbsp;<\/strong>button to create the new ticket priority type successfully.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"ticket-custom-attribute\"><strong>Ticket Custom Attribute<\/strong><\/h2>\n\n\n\n<p>The agent can add a ticket custom attribute to get additional data &amp; information about the ticket from the customers. So, the agent can manage and add any number of custom attributes.<\/p>\n\n\n\n<figure class=\"wp-block-image\"><img decoding=\"async\" width=\"1208\" height=\"518\" src=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/attribute-1.png\" alt=\"Magento 2 Helpdesk - Manage Ticket Custom Attribute\" class=\"wp-image-217671\" srcset=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/attribute-1.png 1208w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/attribute-1-300x129.png 300w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/attribute-1-1200x515.png 1200w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/attribute-1-250x107.png 250w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/attribute-1-768x329.png 768w\" sizes=\"(max-width: 1208px) 100vw, 1208px\" loading=\"lazy\" \/><\/figure>\n\n\n\n<p>Here, the agent can:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>View the complete list of existing ticket custom attributes.<\/li>\n\n\n\n<li>Edit any custom attribute by clicking on the&nbsp;<strong>Edit&nbsp;<\/strong>link.<\/li>\n\n\n\n<li><strong>Manage&nbsp;<\/strong>the&nbsp;visibility of the custom attribute in the ticket&nbsp;or&nbsp;<strong>&nbsp;Delete&nbsp;<\/strong>any custom attribute from the&nbsp;<strong>Action&nbsp;<\/strong>drop-down list.<\/li>\n\n\n\n<li>Add new custom attributes by clicking on the&nbsp;<strong>Add Attribute&nbsp;<\/strong>button.<\/li>\n<\/ul>\n\n\n\n<p>For adding the new custom attribute, the agent will click on the&nbsp;<strong>Add Attribute&nbsp;<\/strong>button. This will navigate the agent to the \u201cAdd Attribute\u201d page as per the below image.<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" width=\"1120\" height=\"880\" src=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-magento-help-desk-custom-attribute-info.webp\" alt=\"helpdesk ticket\" class=\"wp-image-449421\" srcset=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-magento-help-desk-custom-attribute-info.webp 1120w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-magento-help-desk-custom-attribute-info-300x236.webp 300w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-magento-help-desk-custom-attribute-info-250x196.webp 250w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-magento-help-desk-custom-attribute-info-768x603.webp 768w\" sizes=\"(max-width: 1120px) 100vw, 1120px\" loading=\"lazy\" \/><\/figure>\n\n\n\n<p>Here, the agent will:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Default Label:<\/strong>&nbsp;enter the name of the new custom attribute.<\/li>\n\n\n\n<li><strong>Attribute code:<\/strong>&nbsp;enter a code to the custom attribute.&nbsp;This code will be unique and can\u2019t be changed further.<\/li>\n\n\n\n<li><strong>Field dependency:&nbsp;<\/strong>create the custom attribute as the dependable field in the ticket. For this, simply select the parent field on which the custom attribute will be dependent.<br>During a dependable field, if the customer chooses an option and on the selection of an option, another field will open up. If the agent doesn\u2019t want to show it as a dependable field then just have to leave it blank.<\/li>\n\n\n\n<li><strong>Input type:&nbsp;<\/strong>select&nbsp;the input type of the field.<\/li>\n\n\n\n<li><strong>Values required:<\/strong>&nbsp;select&nbsp;<strong>YES&nbsp;<\/strong>to&nbsp;make this field mandatory and hence the values are required. Else select&nbsp;<strong>NO.<\/strong><\/li>\n\n\n\n<li><strong>Input validation:<\/strong>&nbsp;make validation to the data entered for the custom attribute.<\/li>\n\n\n\n<li><strong>Status:<\/strong>&nbsp; set the status as enable\/ disable of the custom attribute.<\/li>\n\n\n\n<li><strong>Manage Options:&nbsp;<\/strong>create the options for the custom attribute if the&nbsp;<strong>Input type is&nbsp;<\/strong>selected as \u201cdrop-down\u201d and \u201cmulti-select\u201d.<\/li>\n<\/ul>\n\n\n\n<p>And lastly, click on the&nbsp;<strong>Save&nbsp;<\/strong>button to create the new custom attribute successfully.<\/p>\n\n\n\n<div class=\"wk-index-wrap\"><div class=\"block-wrap\">\n<h3 class=\"wp-block-heading index-title\"><strong>Manage Tags<\/strong><\/h3>\n<\/div><\/div>\n\n\n\n<p>Under this section, the agent can manage the multiple tags used in the ticket.<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" width=\"1120\" height=\"880\" src=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-magento-help-desk-manage-tag.webp\" alt=\"helpdesk ticket\" class=\"wp-image-449426\" srcset=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-magento-help-desk-manage-tag.webp 1120w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-magento-help-desk-manage-tag-300x236.webp 300w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-magento-help-desk-manage-tag-250x196.webp 250w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-magento-help-desk-manage-tag-768x603.webp 768w\" sizes=\"(max-width: 1120px) 100vw, 1120px\" loading=\"lazy\" \/><\/figure>\n\n\n\n<p>Here, the agent can:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>View the complete list of the tags the agent has used or created in the ticket.<\/li>\n\n\n\n<li><strong>Delete<\/strong>&nbsp;the tags from the&nbsp;<strong>Action&nbsp;<\/strong>drop-down list. If a tag is deleted from here, then that tag will get removed automatically from the ticket it was used for. So, will no longer be visible in the ticket.<\/li>\n<\/ul>\n\n\n\n<div class=\"wk-index-wrap\"><div class=\"block-wrap\">\n<h3 class=\"wp-block-heading index-title\"><strong>Agents<\/strong><\/h3>\n<\/div><\/div>\n\n\n\n<p>The helpdesk system allows you to manage and add multiple agents. These agents reply to the tickets assigned to them and in this way, one can manage a large number of tickets.<\/p>\n\n\n\n<figure class=\"wp-block-image\"><img decoding=\"async\" width=\"1184\" height=\"571\" src=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/manage-agent.png\" alt=\"Magento 2 Helpdesk - Manage Agent\" class=\"wp-image-217675\" srcset=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/manage-agent.png 1184w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/manage-agent-300x145.png 300w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/manage-agent-250x121.png 250w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/manage-agent-768x370.png 768w\" sizes=\"(max-width: 1184px) 100vw, 1184px\" loading=\"lazy\" \/><\/figure>\n\n\n\n<p>Here, the admin can:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>View the complete list of existing agents.<\/li>\n\n\n\n<li>Edit any agent details by clicking on the&nbsp;<strong>Edit&nbsp;<\/strong>link.<\/li>\n\n\n\n<li>Add a new agent by clicking on the&nbsp;<strong>Add Agent&nbsp;<\/strong>button.<\/li>\n<\/ul>\n\n\n\n<p>For adding the new agent, the admin will click on the&nbsp;<strong>Add Agent&nbsp;<\/strong>button. This will navigate the admin to the \u201cAdd Agent\u201d page as per the below image.<\/p>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter\"><img decoding=\"async\" width=\"1237\" height=\"614\" src=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/single_new_agent.png\" alt=\"Magento 2 Helpdesk - Add New Agent\" class=\"wp-image-217680\" srcset=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/single_new_agent.png 1237w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/single_new_agent-300x149.png 300w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/single_new_agent-1200x596.png 1200w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/single_new_agent-250x124.png 250w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/single_new_agent-768x381.png 768w\" sizes=\"(max-width: 1237px) 100vw, 1237px\" loading=\"lazy\" \/><\/figure>\n<\/div>\n\n\n<p>Here, the admin will:<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>Account Information<\/strong><\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Username:<\/strong>&nbsp;enter the username of the new agent account.<\/li>\n\n\n\n<li><strong>First Name:<\/strong>&nbsp;enter the first name of the agent.<\/li>\n\n\n\n<li><strong>Last Name:<\/strong>&nbsp;enter the last name of the agent.<\/li>\n\n\n\n<li><strong>E-mail:<\/strong>&nbsp;enter the e-mail address of the agent.<\/li>\n\n\n\n<li><strong>Password:<\/strong>&nbsp;set the password for the agent account.<\/li>\n\n\n\n<li><strong>Password Confirmation:<\/strong>&nbsp;re-enter the set password to confirm it.<\/li>\n\n\n\n<li><strong>Level:<\/strong>&nbsp;set the agent expertise level for managing the tickets like the expert, average, below average, etc.<\/li>\n\n\n\n<li><strong>This account is:<\/strong>&nbsp;set the agent account as active or inactive.<\/li>\n\n\n\n<li><strong>Time Zone:<\/strong>&nbsp;set the time zone.<\/li>\n\n\n\n<li><strong>Signature:<\/strong>&nbsp;configure the agent signature which will be visible in the ticket replies.<\/li>\n\n\n\n<li><strong>Agent Group:<\/strong>&nbsp;configure the agent group.<\/li>\n\n\n\n<li><strong>Ticket Scope:<\/strong>&nbsp;define the ticket access scope for the agent.<\/li>\n<\/ul>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter\"><a href=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/scope.png\"><img decoding=\"async\" width=\"577\" height=\"149\" src=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/scope.png\" alt=\"ticket-access-scope\" class=\"wp-image-131842\" srcset=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/scope.png 577w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/scope-250x65.png 250w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/scope-300x77.png 300w\" sizes=\"(max-width: 577px) 100vw, 577px\" loading=\"lazy\" \/><\/a><\/figure>\n<\/div>\n\n\n<p><strong>Global access:<\/strong>&nbsp;In this, the agent will be able to access all the tickets of the helpdesk and can reply to or edit any ticket.<\/p>\n\n\n\n<p><strong>Group access:<\/strong>&nbsp;In this agent has access to the tickets of every agent in a particular group. The agent can reply and edit any ticket of that particular group.<\/p>\n\n\n\n<p><strong>Restricted access:<\/strong>&nbsp;The agents cannot access any ticket.<\/p>\n\n\n\n<div class=\"wk-index-wrap\"><div class=\"block-wrap\">\n<h3 class=\"wp-block-heading index-title\"><strong>Current User Identity Verification<\/strong><\/h3>\n<\/div><\/div>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Your Password:<\/strong>&nbsp;the agent who is creating the new agent needs to enter his own account password to confirm the identity.<\/li>\n<\/ul>\n\n\n\n<p>After defining the basic information, the agent will select the role type for the new agent so that the agent can access those features only that the role includes.<\/p>\n\n\n\n<figure class=\"wp-block-image\"><img decoding=\"async\" width=\"1202\" height=\"451\" src=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/agent_role.png\" alt=\"Magento 2 Helpdesk Agent Role\" class=\"wp-image-217682\" srcset=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/agent_role.png 1202w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/agent_role-300x113.png 300w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/agent_role-1200x450.png 1200w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/agent_role-250x94.png 250w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/agent_role-768x288.png 768w\" sizes=\"(max-width: 1202px) 100vw, 1202px\" loading=\"lazy\" \/><\/figure>\n\n\n\n<p>And lastly, click on the&nbsp;<strong>Save&nbsp;<\/strong>button to create the new agent successfully<\/p>\n\n\n\n<div class=\"wk-index-wrap\"><div class=\"block-wrap\">\n<h3 class=\"wp-block-heading index-title\"><strong>Agent Level<\/strong><\/h3>\n<\/div><\/div>\n\n\n\n<p>The agent can manage and add multiple level types for the agent.<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" width=\"1120\" height=\"880\" src=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-magento-help-desk-manage-agent-level.webp\" alt=\"helpdesk ticket\" class=\"wp-image-449424\" srcset=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-magento-help-desk-manage-agent-level.webp 1120w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-magento-help-desk-manage-agent-level-300x236.webp 300w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-magento-help-desk-manage-agent-level-250x196.webp 250w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-magento-help-desk-manage-agent-level-768x603.webp 768w\" sizes=\"(max-width: 1120px) 100vw, 1120px\" loading=\"lazy\" \/><\/figure>\n\n\n\n<p>Here, the agent can:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>View the complete list of existing level types.<\/li>\n\n\n\n<li>Edit any level details by clicking on the&nbsp;<strong>Edit&nbsp;<\/strong>link.<\/li>\n\n\n\n<li>Update the&nbsp;<strong>Status<\/strong>&nbsp;or&nbsp;<strong>&nbsp;Delete&nbsp;<\/strong>any level type from the&nbsp;<strong>Action&nbsp;<\/strong>drop-down list.<\/li>\n\n\n\n<li>Add a new level by clicking on the&nbsp;<strong>Add Level&nbsp;<\/strong>button.<\/li>\n<\/ul>\n\n\n\n<p>For adding the new level type, the agent will click on the&nbsp;<strong>Add Level&nbsp;<\/strong>button. This will navigate the agent to the \u201cAdd Level\u201d page as per the below image.<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" width=\"1120\" height=\"880\" src=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-magento-help-desk-new-level.webp\" alt=\"helpdesk ticket\" class=\"wp-image-449422\" srcset=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-magento-help-desk-new-level.webp 1120w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-magento-help-desk-new-level-300x236.webp 300w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-magento-help-desk-new-level-250x196.webp 250w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-magento-help-desk-new-level-768x603.webp 768w\" sizes=\"(max-width: 1120px) 100vw, 1120px\" loading=\"lazy\" \/><\/figure>\n\n\n\n<p>Here, the agent will:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Name:<\/strong>&nbsp;enter the name of the level type.<\/li>\n\n\n\n<li><strong>Description:<\/strong>&nbsp;enter the description of the new level type.<\/li>\n\n\n\n<li><strong>Status:<\/strong>&nbsp;set the status as enable\/disable of the level type.<\/li>\n<\/ul>\n\n\n\n<p>And lastly, click on the&nbsp;<strong>Save&nbsp;<\/strong>button to create the new level successfully.<\/p>\n\n\n\n<div class=\"wk-index-wrap\"><div class=\"block-wrap\">\n<h3 class=\"wp-block-heading index-title\"><strong>Groups<\/strong><\/h3>\n<\/div><\/div>\n\n\n\n<p>The system allows adding various groups for the tickets and agents. So that agents can see the tickets of their groups and can work on all those tickets. The agent can manage and add multiple groups.<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" width=\"1120\" height=\"880\" src=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-magento-help-desk-manage-grp.webp\" alt=\"helpdesk ticket\" class=\"wp-image-449423\" srcset=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-magento-help-desk-manage-grp.webp 1120w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-magento-help-desk-manage-grp-300x236.webp 300w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-magento-help-desk-manage-grp-250x196.webp 250w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-magento-help-desk-manage-grp-768x603.webp 768w\" sizes=\"(max-width: 1120px) 100vw, 1120px\" loading=\"lazy\" \/><\/figure>\n\n\n\n<p>Here, the agent can:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>View the complete list of the existing group.<\/li>\n\n\n\n<li>Edit any group details by clicking on the&nbsp;<strong>Edit&nbsp;<\/strong>link.<\/li>\n\n\n\n<li>Update the&nbsp;<strong>Status<\/strong>&nbsp;or&nbsp;<strong>&nbsp;Delete&nbsp;<\/strong>any group from the&nbsp;<strong>Action&nbsp;<\/strong>drop-down list.<\/li>\n\n\n\n<li>Add a new group by clicking on the&nbsp;<strong>Add Group&nbsp;<\/strong>button.<\/li>\n<\/ul>\n\n\n\n<p>For adding the new group, the agent will click on the&nbsp;<strong>Add Group&nbsp;<\/strong>button. This will navigate the agent to the \u201cAdd Group\u201d page as per the below image.<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" width=\"1120\" height=\"880\" src=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-magento-help-desk-new-grp.webp\" alt=\"helpdesk ticket\" class=\"wp-image-449425\" srcset=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-magento-help-desk-new-grp.webp 1120w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-magento-help-desk-new-grp-300x236.webp 300w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-magento-help-desk-new-grp-250x196.webp 250w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-magento-help-desk-new-grp-768x603.webp 768w\" sizes=\"(max-width: 1120px) 100vw, 1120px\" loading=\"lazy\" \/><\/figure>\n\n\n\n<p><br>Here, the agent will:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Name:<\/strong>&nbsp;enter the name of the group.<\/li>\n\n\n\n<li><strong>Description:<\/strong>&nbsp;enter the description of the new group.<\/li>\n\n\n\n<li><strong>Status:<\/strong>&nbsp;set the status as enable\/disable of the group.<\/li>\n<\/ul>\n\n\n\n<p>And lastly, click on the&nbsp;<strong>Save&nbsp;<\/strong>button to create the new group successfully.<\/p>\n\n\n\n<div class=\"wk-index-wrap\"><div class=\"block-wrap\">\n<h3 class=\"wp-block-heading index-title\"><strong>Customer<\/strong><\/h3>\n<\/div><\/div>\n\n\n\n<p>The agent can manage and add new customers.<\/p>\n\n\n\n<figure class=\"wp-block-image\"><img decoding=\"async\" width=\"1186\" height=\"522\" src=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/customer_1.png\" alt=\"Magento 2 Helpdesk - Manage Customer\" class=\"wp-image-217740\" srcset=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/customer_1.png 1186w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/customer_1-300x132.png 300w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/customer_1-250x110.png 250w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/customer_1-768x338.png 768w\" sizes=\"(max-width: 1186px) 100vw, 1186px\" loading=\"lazy\" \/><\/figure>\n\n\n\n<p>Here, the agent can:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>View the complete list of the helpdesk customers who have created the tickets.<\/li>\n\n\n\n<li>Edit any customer details by clicking on the&nbsp;<strong>Edit&nbsp;<\/strong>link.<\/li>\n\n\n\n<li><strong>Delete&nbsp;<\/strong>any customer from the&nbsp;<strong>Action&nbsp;<\/strong>drop-down list.<\/li>\n\n\n\n<li>Add a new customer by clicking on the&nbsp;<strong>Add Customer&nbsp;<\/strong>button.<\/li>\n<\/ul>\n\n\n\n<p>For adding a new customer, the agent will click on the&nbsp;<strong>Add Customer&nbsp;<\/strong>button. This will navigate the agent to the \u201cAdd Customer\u201d page as per the below image.<\/p>\n\n\n\n<figure class=\"wp-block-image\"><img decoding=\"async\" width=\"1178\" height=\"507\" src=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/add_new_customer.png\" alt=\"Magento 2 Helpdesk - Add New Customer\" class=\"wp-image-217743\" srcset=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/add_new_customer.png 1178w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/add_new_customer-300x129.png 300w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/add_new_customer-250x108.png 250w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/add_new_customer-768x331.png 768w\" sizes=\"(max-width: 1178px) 100vw, 1178px\" loading=\"lazy\" \/><\/figure>\n\n\n\n<p>Here, the agent will:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Customer Name:<\/strong>&nbsp;enter the name of the customer.<\/li>\n\n\n\n<li><strong>Email:<\/strong>&nbsp;enter the email address of the customer.<\/li>\n\n\n\n<li><strong>Select Customer:&nbsp;<\/strong>select the Magento customer with whom the agent wants to map the new customer. This will merge the data of Adobe Commerce Cloud store customers with the Helpdesk customer.<\/li>\n\n\n\n<li><strong>Select Organizations:<\/strong>&nbsp;select the organization to put the customer in that organization.<\/li>\n<\/ul>\n\n\n\n<p>And lastly, click on the&nbsp;<strong>Save&nbsp;<\/strong>button to create a new customer successfully.<\/p>\n\n\n\n<div class=\"wk-index-wrap\"><div class=\"block-wrap\">\n<h3 class=\"wp-block-heading index-title\"><strong>Organization<\/strong><\/h3>\n<\/div><\/div>\n\n\n\n<p>The agent can manage and add multiple organizations for the customers.<\/p>\n\n\n\n<figure class=\"wp-block-image\"><img decoding=\"async\" width=\"1186\" height=\"534\" src=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/org.png\" alt=\"Magento 2 Helpdesk - Manage Organization\" class=\"wp-image-217749\" srcset=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/org.png 1186w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/org-300x135.png 300w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/org-250x113.png 250w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/org-768x346.png 768w\" sizes=\"(max-width: 1186px) 100vw, 1186px\" loading=\"lazy\" \/><\/figure>\n\n\n\n<p>Here, the agent can:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>View the complete list of existing organizations.<\/li>\n\n\n\n<li>Edit any organization details by clicking on the&nbsp;<strong>Edit&nbsp;<\/strong>link.<\/li>\n\n\n\n<li><strong>Delete&nbsp;<\/strong>any organization from the&nbsp;<strong>Action&nbsp;<\/strong>drop-down list.<\/li>\n\n\n\n<li>Add the new organization by clicking on the&nbsp;<strong>Add Organization&nbsp;<\/strong>button.<\/li>\n<\/ul>\n\n\n\n<p>By creating the organizations, the agent can put customers in the different organizations to which they belong. For adding the new organization, the agent will click on the&nbsp;<strong>Add Organization&nbsp;<\/strong>button.<\/p>\n\n\n\n<p>This will navigate the agent to the \u201cAdd Organization\u201d page as per the below image.<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" width=\"1120\" height=\"880\" src=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-magento-help-desk-new-organisation.webp\" alt=\"helpdesk ticket\" class=\"wp-image-449427\" srcset=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-magento-help-desk-new-organisation.webp 1120w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-magento-help-desk-new-organisation-300x236.webp 300w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-magento-help-desk-new-organisation-250x196.webp 250w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-magento-help-desk-new-organisation-768x603.webp 768w\" sizes=\"(max-width: 1120px) 100vw, 1120px\" loading=\"lazy\" \/><\/figure>\n\n\n\n<p>Here, the agent will:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Name:<\/strong>&nbsp;enter the name of the organization.<\/li>\n\n\n\n<li><strong>Description:<\/strong>&nbsp;enter the description of the organization.<\/li>\n\n\n\n<li><strong>Domain:&nbsp;<\/strong>enter the organization URL address.<\/li>\n\n\n\n<li><strong>Customer:<\/strong>&nbsp;Select the Adobe Commerce customers the agent wants to put in the organization.<\/li>\n\n\n\n<li><strong>Customer Role:<\/strong>&nbsp;set the status as enable\/disable of the organization.<\/li>\n\n\n\n<li><strong>Groups:&nbsp;<\/strong>select the groups of the organization.<\/li>\n<\/ul>\n\n\n\n<p>And lastly, click on the&nbsp;<strong>Save&nbsp;<\/strong>button to create the new organization successfully.<\/p>\n\n\n\n<div class=\"wk-index-wrap\"><div class=\"block-wrap\">\n<h3 class=\"wp-block-heading index-title\"><strong>Business Hours<\/strong><\/h3>\n<\/div><\/div>\n\n\n\n<p>The agent can manage and add business hours. Using business hours you can customize the work timings based on when you are actually working.<\/p>\n\n\n\n<p>The agent can also set up holidays as exceptions to the business hours set in their schedule.<\/p>\n\n\n\n<figure class=\"wp-block-image\"><img decoding=\"async\" width=\"1183\" height=\"559\" src=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/manage_business_hours.png\" alt=\"Magento 2 Helpdesk - Manage Business Hours\" class=\"wp-image-217766\" srcset=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/manage_business_hours.png 1183w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/manage_business_hours-300x142.png 300w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/manage_business_hours-250x118.png 250w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/manage_business_hours-768x363.png 768w\" sizes=\"(max-width: 1183px) 100vw, 1183px\" loading=\"lazy\" \/><\/figure>\n\n\n\n<p>Here, the agent can:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>View the complete list of the existing Business Hours.<\/li>\n\n\n\n<li>Edit any Business Hours details by clicking on the&nbsp;<strong>Edit&nbsp;<\/strong>link.<\/li>\n\n\n\n<li><strong>Delete&nbsp;<\/strong>any Business Hours from the&nbsp;<strong>Action&nbsp;<\/strong>drop-down list.<\/li>\n\n\n\n<li>Add Business Hours by clicking on the&nbsp;<strong>Add Business Hour&nbsp;<\/strong>button.<\/li>\n<\/ul>\n\n\n\n<p>For adding the new Business Hour, the agent will click on the&nbsp;<strong>Add Business Hour&nbsp;<\/strong>button. This will navigate the agent to the \u201cAdd Business Hour\u201d page as per the below image.<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" width=\"1120\" height=\"880\" src=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-magento-help-desk-business-hrs.webp\" alt=\"new business hrs\" class=\"wp-image-449441\" srcset=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-magento-help-desk-business-hrs.webp 1120w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-magento-help-desk-business-hrs-300x236.webp 300w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-magento-help-desk-business-hrs-250x196.webp 250w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-magento-help-desk-business-hrs-768x603.webp 768w\" sizes=\"(max-width: 1120px) 100vw, 1120px\" loading=\"lazy\" \/><\/figure>\n\n\n\n<p>Here, the agent will:<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>Business Hour Info<\/strong><\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Name:<\/strong>&nbsp;enter the name of the Business Hour.<\/li>\n\n\n\n<li><strong>Description:<\/strong>&nbsp;enter the description of the Business Hour.<\/li>\n\n\n\n<li><strong>Timezone:&nbsp;&nbsp;<\/strong>set the timezone for your business hours.<\/li>\n<\/ul>\n\n\n\n<div class=\"wk-index-wrap\"><div class=\"block-wrap\">\n<h3 class=\"wp-block-heading index-title\"><strong>Helpdesk Hours<\/strong><\/h3>\n<\/div><\/div>\n\n\n\n<p>After adding the basic info on the business hours, the agent will add the actual working hours as per the below image.<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" width=\"1120\" height=\"880\" src=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-magento-help-desk-hrs.webp\" alt=\"new business hrs\" class=\"wp-image-449442\" srcset=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-magento-help-desk-hrs.webp 1120w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-magento-help-desk-hrs-300x236.webp 300w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-magento-help-desk-hrs-250x196.webp 250w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-magento-help-desk-hrs-768x603.webp 768w\" sizes=\"(max-width: 1120px) 100vw, 1120px\" loading=\"lazy\" \/><\/figure>\n\n\n\n<p>In this, the agent can define the working\/non-working hours and also set working and non-working days. These details will be very much helpful for making and implementing SLAs.<\/p>\n\n\n\n<div class=\"wk-index-wrap\"><div class=\"block-wrap\">\n<h3 class=\"wp-block-heading index-title\"><strong>Yearly Holiday List<\/strong><\/h3>\n<\/div><\/div>\n\n\n\n<p>After defining the helpdesk hours, the agent can also add a holiday list for the whole year.<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" width=\"1120\" height=\"880\" src=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-magento-help-desk-holiday-list.webp\" alt=\"new business hrs\" class=\"wp-image-449439\" srcset=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-magento-help-desk-holiday-list.webp 1120w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-magento-help-desk-holiday-list-300x236.webp 300w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-magento-help-desk-holiday-list-250x196.webp 250w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-magento-help-desk-holiday-list-768x603.webp 768w\" sizes=\"(max-width: 1120px) 100vw, 1120px\" loading=\"lazy\" \/><\/figure>\n\n\n\n<p>And lastly, click on the&nbsp;<strong>Save&nbsp;<\/strong>button to create the new Business Hour successfully.<\/p>\n\n\n\n<div class=\"wk-index-wrap\"><div class=\"block-wrap\">\n<h3 class=\"wp-block-heading index-title\"><strong>Events And Triggers<\/strong><\/h3>\n<\/div><\/div>\n\n\n\n<p>Events are the activities that are performed on the helpdesk system by either customer or the agent. Whereas triggers contain conditions and actions which are executed in response to the events that occurred.<\/p>\n\n\n\n<p>The agent can define triggers like modifying the status, changing priorities, and even sending out notification alerts as soon as certain event conditions are met. For example, a trigger-send mail to the customer can be set when a ticket status will be changed to close by the agent.<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" width=\"1120\" height=\"880\" src=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-magento-help-desk-manage-events.webp\" alt=\"manage event\" class=\"wp-image-449443\" srcset=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-magento-help-desk-manage-events.webp 1120w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-magento-help-desk-manage-events-300x236.webp 300w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-magento-help-desk-manage-events-250x196.webp 250w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-magento-help-desk-manage-events-768x603.webp 768w\" sizes=\"(max-width: 1120px) 100vw, 1120px\" loading=\"lazy\" \/><\/figure>\n\n\n\n<p>Here, the agent can:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>View the complete list of the existing events.<\/li>\n\n\n\n<li>Edit any event details by clicking on the&nbsp;<strong>Edit&nbsp;<\/strong>link.<\/li>\n\n\n\n<li><strong>Delete&nbsp;<\/strong>any events from the&nbsp;<strong>Action&nbsp;<\/strong>drop-down list.<\/li>\n\n\n\n<li>Add events by clicking on the&nbsp;<strong>Add Event&nbsp;<\/strong>button.<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\">Add Event:<\/h3>\n\n\n\n<p>For adding the new event, the agent will click on the&nbsp;<strong>Add Event&nbsp;<\/strong>button. This will navigate the agent to the \u201cAdd Event\u201d page as per the below image.<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" width=\"1120\" height=\"880\" src=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-magento-help-desk-new-event.webp\" alt=\"new event\" class=\"wp-image-449446\" srcset=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-magento-help-desk-new-event.webp 1120w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-magento-help-desk-new-event-300x236.webp 300w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-magento-help-desk-new-event-250x196.webp 250w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-magento-help-desk-new-event-768x603.webp 768w\" sizes=\"(max-width: 1120px) 100vw, 1120px\" loading=\"lazy\" \/><\/figure>\n\n\n\n<p>Here, the agent will:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Name:<\/strong>&nbsp;enter the name of the event.<\/li>\n\n\n\n<li><strong>Description:<\/strong>&nbsp;enter the description of the event.<\/li>\n\n\n\n<li><strong>Status:&nbsp;<\/strong>set the status as enable\/disable of the event.<\/li>\n<\/ul>\n\n\n\n<p>After configuring the basic details of the events, the agent will define the action which will be triggered in response to the event occurring.<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" width=\"1120\" height=\"880\" src=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-magento-help-desk-new-event-action.webp\" alt=\"event\" class=\"wp-image-449447\" srcset=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-magento-help-desk-new-event-action.webp 1120w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-magento-help-desk-new-event-action-300x236.webp 300w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-magento-help-desk-new-event-action-250x196.webp 250w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-magento-help-desk-new-event-action-768x603.webp 768w\" sizes=\"(max-width: 1120px) 100vw, 1120px\" loading=\"lazy\" \/><\/figure>\n\n\n\n<p>Here, the agent will-<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Events:<\/strong>&nbsp;select an event for which you want to trigger an action in response to the helpdesk system.<\/li>\n\n\n\n<li><strong>At least one condition for events &amp; triggers to apply:<\/strong>&nbsp;select conditions for the action to be executed. This is based on the \u201cOR Operator\u201d concept means at least one condition needs to be met to trigger the action.<\/li>\n\n\n\n<li><strong>All conditions for events &amp; triggers:<\/strong>&nbsp;select conditions for the action to be executed. This is based on the \u201cAND Operator\u201d concept means all the conditions need to be met to trigger the action.<\/li>\n\n\n\n<li><strong>Action:<\/strong>&nbsp; define the various activities which will get executed when the specified condition meets.<\/li>\n<\/ul>\n\n\n\n<p>And lastly, click on the&nbsp;<strong>Save&nbsp;<\/strong>button to create the new Event &amp; Trigger successfully.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>Note:<\/strong><\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li>In a single event, only one condition type will work at a time either&nbsp;<strong>At least one condition for events &amp; triggers&nbsp;<\/strong>or&nbsp;<strong>All conditions for events &amp; triggers.<\/strong><\/li>\n\n\n\n<li>In a single event, if both conditions are defined. Then, it will first check&nbsp;<strong>At least one condition&nbsp;<\/strong>type and if met, it will execute the action. And if not met, it will then check the&nbsp;<strong>All condition&nbsp;<\/strong>type.<\/li>\n<\/ul>\n\n\n\n<p><strong>Example:<\/strong><\/p>\n\n\n\n<p>The admin has made an event \u2013 reply over the ticket as per the below image.<\/p>\n\n\n\n<figure class=\"wp-block-image\"><img decoding=\"async\" width=\"1027\" height=\"608\" src=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/kajal_edit.png\" alt=\"Magento 2 Helpdesk Admin Reply\" class=\"wp-image-217811\" srcset=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/kajal_edit.png 1027w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/kajal_edit-300x178.png 300w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/kajal_edit-250x148.png 250w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/kajal_edit-768x455.png 768w\" sizes=\"(max-width: 1027px) 100vw, 1027px\" loading=\"lazy\" \/><\/figure>\n\n\n\n<p>This is will trigger the action and the customers will get notified about the reply in their mailbox.<\/p>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter\"><a href=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/email-1.png\"><img decoding=\"async\" width=\"1368\" height=\"427\" src=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/email-1.png\" alt=\"image\" class=\"wp-image-132389\" srcset=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/email-1.png 1368w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/email-1-250x78.png 250w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/email-1-300x94.png 300w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/email-1-768x240.png 768w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/email-1-1200x375.png 1200w\" sizes=\"(max-width: 1368px) 100vw, 1368px\" loading=\"lazy\" \/><\/a><\/figure>\n<\/div>\n\n\n<div class=\"wk-index-wrap\"><div class=\"block-wrap\">\n<h3 class=\"wp-block-heading index-title\"><strong>Responses<\/strong><\/h3>\n<\/div><\/div>\n\n\n\n<p>The agent can manage and add multiple responses.<\/p>\n\n\n\n<figure class=\"wp-block-image\"><img decoding=\"async\" width=\"1204\" height=\"487\" src=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/manage_respo.png\" alt=\"Magento 2 Helpdesk - Manage Responses\" class=\"wp-image-217664\" srcset=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/manage_respo.png 1204w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/manage_respo-300x121.png 300w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/manage_respo-1200x485.png 1200w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/manage_respo-250x101.png 250w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/manage_respo-768x311.png 768w\" sizes=\"(max-width: 1204px) 100vw, 1204px\" loading=\"lazy\" \/><\/figure>\n\n\n\n<p>Here, the agent can:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>View the complete list of the existing responses.<\/li>\n\n\n\n<li>Edit any response details by clicking on the&nbsp;<strong>Edit&nbsp;<\/strong>link.<\/li>\n\n\n\n<li><strong>Delete&nbsp;<\/strong>any response from the&nbsp;<strong>Action&nbsp;<\/strong>drop-down list.<\/li>\n\n\n\n<li>Add a response by clicking on the&nbsp;<strong>Add Response&nbsp;<\/strong>button.<\/li>\n<\/ul>\n\n\n\n<p>For adding the new response, the agent will click on the&nbsp;<strong>Add Response&nbsp;<\/strong>button. This will navigate the agent to the \u201cAdd Response\u201d page as per the below image.<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" width=\"1120\" height=\"880\" src=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-magento-help-desk-new-response.webp\" alt=\"new response\" class=\"wp-image-449449\" srcset=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-magento-help-desk-new-response.webp 1120w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-magento-help-desk-new-response-300x236.webp 300w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-magento-help-desk-new-response-250x196.webp 250w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-magento-help-desk-new-response-768x603.webp 768w\" sizes=\"(max-width: 1120px) 100vw, 1120px\" loading=\"lazy\" \/><\/figure>\n\n\n\n<p>Here, the agent will:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Name:<\/strong>&nbsp;enter the name of the response.<\/li>\n\n\n\n<li><strong>Description:<\/strong>&nbsp;enter the description of the response.<\/li>\n\n\n\n<li><strong>Can Use:<\/strong>&nbsp;specify who can use this response.<\/li>\n\n\n\n<li><strong>Status:&nbsp;<\/strong>set the status as enable\/disable the response.<\/li>\n<\/ul>\n\n\n\n<p>After configuring the basic details of the response, the agent will define the action which will be implemented as a response.<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" width=\"1120\" height=\"880\" src=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-magento-help-desk-new-response-action.webp\" alt=\"new response\" class=\"wp-image-449448\" srcset=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-magento-help-desk-new-response-action.webp 1120w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-magento-help-desk-new-response-action-300x236.webp 300w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-magento-help-desk-new-response-action-250x196.webp 250w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-magento-help-desk-new-response-action-768x603.webp 768w\" sizes=\"(max-width: 1120px) 100vw, 1120px\" loading=\"lazy\" \/><\/figure>\n\n\n\n<p>Here, the agent will:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Select the action from the drop-down list i.e by using this response what action will be performed in the ticket.<br>For example, the agent has created a response saying \u201cUpdate Status\u201d which defined the action \u201cset priority as high\u201d. Then by choosing that response on the \u201cedit ticket\u201d page, it will work as per the configured action.<\/li>\n\n\n\n<li>Can even add multiple actions by clicking on&nbsp;<strong>Add Action&nbsp;<\/strong>button.<\/li>\n\n\n\n<li>Also, add variables in the actions by clicking on the&nbsp;<strong>Insert Variable&nbsp;<\/strong>button.<\/li>\n<\/ul>\n\n\n\n<p>And lastly, click on the&nbsp;<strong>Save&nbsp;<\/strong>button to create the new Response successfully.<\/p>\n\n\n\n<div class=\"wk-index-wrap\"><div class=\"block-wrap\">\n<h3 class=\"wp-block-heading index-title\"><strong>Manage SLA Policies<\/strong><\/h3>\n<\/div><\/div>\n\n\n\n<p>The agent must make a Service Level Agreement (SLA) policy to create targets for the tickets that need more attention and need to be resolved as soon as possible. For this, the agent can manage and add multiple SLA policies.<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" width=\"1120\" height=\"880\" src=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-magento-help-desk-manage-sla-policy.webp\" alt=\"manage sla\" class=\"wp-image-449444\" srcset=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-magento-help-desk-manage-sla-policy.webp 1120w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-magento-help-desk-manage-sla-policy-300x236.webp 300w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-magento-help-desk-manage-sla-policy-250x196.webp 250w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-magento-help-desk-manage-sla-policy-768x603.webp 768w\" sizes=\"(max-width: 1120px) 100vw, 1120px\" loading=\"lazy\" \/><\/figure>\n\n\n\n<p>Here, the agent can:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>View the complete list of the existing SLA.<\/li>\n\n\n\n<li>Edit any SLA policy details by clicking on the&nbsp;<strong>Edit&nbsp;<\/strong>link.<\/li>\n\n\n\n<li><strong>Delete&nbsp;<\/strong>any SLA policy from the&nbsp;<strong>Action&nbsp;<\/strong>drop-down list.<\/li>\n\n\n\n<li>Add SLA policy by clicking on the&nbsp;<strong>Add Item&nbsp;<\/strong>button.<\/li>\n<\/ul>\n\n\n\n<p>SLA policies will specify when the customers can expect a response and resolution from you after submitting the support request.<\/p>\n\n\n\n<p>It lets you set the standards of performance the support team will deliver. Also, can set SLA policies for the time within which agents should respond and resolve tickets. And can even define automatic escalation rules to notify concerned agents about SLA violations.<\/p>\n\n\n\n<p>For adding the new SLA policy, the agent will click on the&nbsp;<strong>Add Item&nbsp;<\/strong>button. This will navigate the agent to the \u201cAdd Event\u201d page as per the below image.<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" width=\"1120\" height=\"880\" src=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-magento-help-desk-add-sla-policy.webp\" alt=\"sla policy\" class=\"wp-image-449437\" srcset=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-magento-help-desk-add-sla-policy.webp 1120w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-magento-help-desk-add-sla-policy-300x236.webp 300w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-magento-help-desk-add-sla-policy-250x196.webp 250w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-magento-help-desk-add-sla-policy-768x603.webp 768w\" sizes=\"(max-width: 1120px) 100vw, 1120px\" loading=\"lazy\" \/><\/figure>\n\n\n\n<p>Here, the agent will:<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>SLA Policy<\/strong><\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Name:<\/strong>&nbsp;enter the name of the policy.<\/li>\n\n\n\n<li><strong>Description:<\/strong>&nbsp;enter the description of the policy.<\/li>\n\n\n\n<li><strong>Sort Order:<\/strong>&nbsp;specify the sort order of the policy.<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>SLA Targets<\/strong><\/h3>\n\n\n\n<p>After configuring the basic details of the SLA policy, the agent will define the SLA targets.<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" width=\"1120\" height=\"880\" src=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-magento-help-desk-add-sla-targets.webp\" alt=\"new sla\" class=\"wp-image-449438\" srcset=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-magento-help-desk-add-sla-targets.webp 1120w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-magento-help-desk-add-sla-targets-300x236.webp 300w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-magento-help-desk-add-sla-targets-250x196.webp 250w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-magento-help-desk-add-sla-targets-768x603.webp 768w\" sizes=\"(max-width: 1120px) 100vw, 1120px\" loading=\"lazy\" \/><\/figure>\n\n\n\n<p>Here, the agents can make the targets for the SLA. And set the response and resolution time for the ticket based on ticket priority. So a specific time limit will be set for every type of ticket.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>Conditions for SLA<\/strong><\/h3>\n\n\n\n<p>After defining the targets, the agent will set the conditions for the SLA.<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" width=\"1120\" height=\"880\" src=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-magento-help-desk-condition-for-sla.webp\" alt=\"new sla\" class=\"wp-image-449440\" srcset=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-magento-help-desk-condition-for-sla.webp 1120w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-magento-help-desk-condition-for-sla-300x236.webp 300w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-magento-help-desk-condition-for-sla-250x196.webp 250w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-magento-help-desk-condition-for-sla-768x603.webp 768w\" sizes=\"(max-width: 1120px) 100vw, 1120px\" loading=\"lazy\" \/><\/figure>\n\n\n\n<p>Here, the agent will configure the conditions for which the SLA will work for the helpdesk-<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>At least one condition for SLA to apply:<\/strong>&nbsp;select conditions for the action to be executed. This is based on the \u201cOR Operator\u201d concept means at least one condition needs to be met to trigger the action.<\/li>\n\n\n\n<li><strong>All conditions for SLA:<\/strong>&nbsp;select conditions for the action to be executed. This is based on the \u201cAND Operator\u201d concept means all the conditions need to be met to trigger the action.<\/li>\n<\/ul>\n\n\n\n<p>And lastly, click on the&nbsp;<strong>Save&nbsp;<\/strong>button to create the new SLA policy successfully.<\/p>\n\n\n\n<p><strong>Note:<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>In the single SLA policy, only one condition type will work at a time either&nbsp;<strong>At least one condition for SLA&nbsp;<\/strong>or&nbsp;<strong>All conditions for SLA.<\/strong><\/li>\n\n\n\n<li>In the single SLA policy, if both conditions are defined. Then, it will first check&nbsp;<strong>At least one condition&nbsp;<\/strong>type and if met, it will execute the action. And if not met, it will then check the&nbsp;<strong>All condition&nbsp;<\/strong>type.<\/li>\n<\/ul>\n\n\n\n<div class=\"wk-index-wrap\"><div class=\"block-wrap\">\n<h3 class=\"wp-block-heading index-title\"><strong>Support Center<\/strong><\/h3>\n<\/div><\/div>\n\n\n\n<p>In this, the agent will manage the information for the customer so that commonly asked queries can be solved without creating a ticket. The agent can manage and create multiple support centers.<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" width=\"1120\" height=\"880\" src=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-magento-help-desk-manage-support-centre.webp\" alt=\"support center\" class=\"wp-image-449445\" srcset=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-magento-help-desk-manage-support-centre.webp 1120w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-magento-help-desk-manage-support-centre-300x236.webp 300w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-magento-help-desk-manage-support-centre-250x196.webp 250w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-magento-help-desk-manage-support-centre-768x603.webp 768w\" sizes=\"(max-width: 1120px) 100vw, 1120px\" loading=\"lazy\" \/><\/figure>\n\n\n\n<p>Here, the agent can:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>View the complete list of the existing support center.<\/li>\n\n\n\n<li>Edit any support center details by clicking on the&nbsp;<strong>Edit&nbsp;<\/strong>link.<\/li>\n\n\n\n<li>Update the&nbsp;<strong>Status<\/strong>&nbsp;or&nbsp;<strong>&nbsp;Delete&nbsp;<\/strong>any support center from the&nbsp;<strong>Action&nbsp;<\/strong>drop-down list.<\/li>\n\n\n\n<li>Add a new support center by clicking on the&nbsp;<strong>Add Item&nbsp;<\/strong>button.<\/li>\n<\/ul>\n\n\n\n<p>For adding the new support center, the agent will click on the&nbsp;<strong>Add GroupItem&nbsp;<\/strong>button. This will navigate the agent to the \u201cAdd Support Center\u201d page as per the below image.<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" width=\"1120\" height=\"880\" src=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-magento-help-desk-add-support-centre.webp\" alt=\"new item\" class=\"wp-image-449436\" srcset=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-magento-help-desk-add-support-centre.webp 1120w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-magento-help-desk-add-support-centre-300x236.webp 300w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-magento-help-desk-add-support-centre-250x196.webp 250w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-magento-help-desk-add-support-centre-768x603.webp 768w\" sizes=\"(max-width: 1120px) 100vw, 1120px\" loading=\"lazy\" \/><\/figure>\n\n\n\n<p>In the support center, the agent will create some predefined questions and their answers. So that whenever a customer has a query or needs support, they will read the solutions from these support center templates.<\/p>\n\n\n\n<p>Here, the admin will:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Support Center Name:<\/strong>&nbsp;enter the name of the support center.<\/li>\n\n\n\n<li><strong>Description:<\/strong>&nbsp;enter the description of the support center.<\/li>\n\n\n\n<li><strong>CMS Page:<\/strong>&nbsp;select the CMS pages where this information will display.<\/li>\n\n\n\n<li><strong>Status:<\/strong>&nbsp;set the status as enable\/disable of the support center.<\/li>\n<\/ul>\n\n\n\n<p>And lastly, click on the&nbsp;<strong>Save&nbsp;<\/strong>button to create the new support center successfully.<\/p>\n\n\n\n<div class=\"wk-index-wrap\"><div class=\"block-wrap\">\n<h3 class=\"wp-block-heading index-title\"><strong>Email Templates<\/strong><\/h3>\n<\/div><\/div>\n\n\n\n<p>The agent can manage and add multiple email templates that they can use in the helpdesk system.<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" width=\"1120\" height=\"880\" src=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-magento-help-desk-manage-email-templates.webp\" alt=\"manage email template\" class=\"wp-image-449459\" srcset=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-magento-help-desk-manage-email-templates.webp 1120w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-magento-help-desk-manage-email-templates-300x236.webp 300w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-magento-help-desk-manage-email-templates-250x196.webp 250w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-magento-help-desk-manage-email-templates-768x603.webp 768w\" sizes=\"(max-width: 1120px) 100vw, 1120px\" loading=\"lazy\" \/><\/figure>\n\n\n\n<p>Here, the agent can:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>View the complete list of the existing mail templates.<\/li>\n\n\n\n<li>Edit any mail template details by clicking on the&nbsp;<strong>Edit&nbsp;<\/strong>link.<\/li>\n\n\n\n<li>Preview any mail template by clicking on the Preview<strong>&nbsp;<\/strong>link.<\/li>\n\n\n\n<li>Add a new template by clicking on the&nbsp;<strong>Add New Template&nbsp;<\/strong>button.<\/li>\n<\/ul>\n\n\n\n<p>For adding the new template, the agent will click on the&nbsp;<strong>Add New Template&nbsp;<\/strong>button. This will navigate the agent to the \u201cTemplate Information\u201d page as per the below image.<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" width=\"1120\" height=\"880\" src=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-magento-help-desk-email-info.webp\" alt=\"new email template\" class=\"wp-image-449458\" srcset=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-magento-help-desk-email-info.webp 1120w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-magento-help-desk-email-info-300x236.webp 300w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-magento-help-desk-email-info-250x196.webp 250w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-magento-help-desk-email-info-768x603.webp 768w\" sizes=\"(max-width: 1120px) 100vw, 1120px\" loading=\"lazy\" \/><\/figure>\n\n\n\n<p>Here, the admin will:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Name:<\/strong>&nbsp;enter the name of the template.<\/li>\n\n\n\n<li><strong>Subject:<\/strong>&nbsp;enter the subject of the mail.<\/li>\n\n\n\n<li><strong>Content:<\/strong>&nbsp;enter the content of the mail. And can even insert mail keywords in the subject and body of the mail template by clicking on the&nbsp;<strong>Insert Variable&nbsp;<\/strong>button.<\/li>\n\n\n\n<li><strong>Styles:<\/strong>&nbsp;add style to display the template.<\/li>\n<\/ul>\n\n\n\n<p>And lastly, click on the&nbsp;<strong>Save&nbsp;<\/strong>button to create the new mail template successfully.<\/p>\n\n\n\n<div class=\"wk-index-wrap\"><div class=\"block-wrap\">\n<h3 class=\"wp-block-heading index-title\"><strong>Connect Email(s)<\/strong><\/h3>\n<\/div><\/div>\n\n\n\n<p>Email is a medium for customers to submit tickets to the Helpdesk and has conversations with agents to resolve their issues. In the helpdesk system, the agent can even connect mail.<\/p>\n\n\n\n<p>For example: when a customer sends a mail to an email address, a ticket gets created in the Helpdesk System automatically. Or if an agent updates the ticket, a notification email is sent to the customer automatically from the configured email id.<\/p>\n\n\n\n<p>Webkul helpdesk system is the one and only helpdesk system in the world that provides an email piping feature which means your customer can reply directly from their email and they don\u2019t need to log in to the ticket system.<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" width=\"1120\" height=\"880\" src=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-magento-help-desk-connect-mail.webp\" alt=\"connect mail\" class=\"wp-image-449455\" srcset=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-magento-help-desk-connect-mail.webp 1120w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-magento-help-desk-connect-mail-300x236.webp 300w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-magento-help-desk-connect-mail-250x196.webp 250w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-magento-help-desk-connect-mail-768x603.webp 768w\" sizes=\"(max-width: 1120px) 100vw, 1120px\" loading=\"lazy\" \/><\/figure>\n\n\n\n<p>Here, the agent can:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>View the complete list of the connect emails.<\/li>\n\n\n\n<li>Update the&nbsp;<strong>Status&nbsp;<\/strong>or&nbsp;<strong>Delete&nbsp;<\/strong>any connect mail by clicking on the&nbsp;<strong>Action<\/strong>&nbsp;drop-down list.<\/li>\n\n\n\n<li>Edit any connect mail by clicking on the&nbsp;<strong>Edit<\/strong><strong>&nbsp;<\/strong>link.<\/li>\n\n\n\n<li>Add new connect mail by clicking on the&nbsp;<strong>Add Item&nbsp;<\/strong>button.<\/li>\n<\/ul>\n\n\n\n<p>For adding the new connect mail, the agent will click on the&nbsp;<strong>Add Item&nbsp;<\/strong>button. This will navigate the agent to the \u201cConnect Mail Information\u201d page as per the below image.<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" width=\"1120\" height=\"880\" src=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-magento-help-desk-connect-mail-info.webp\" alt=\"new connect mail\" class=\"wp-image-449454\" srcset=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-magento-help-desk-connect-mail-info.webp 1120w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-magento-help-desk-connect-mail-info-300x236.webp 300w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-magento-help-desk-connect-mail-info-250x196.webp 250w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-magento-help-desk-connect-mail-info-768x603.webp 768w\" sizes=\"(max-width: 1120px) 100vw, 1120px\" loading=\"lazy\" \/><\/figure>\n\n\n\n<p>Here, the admin will:<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>Connect Email Info<\/strong><\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Name:<\/strong>&nbsp;enter the name of the mail.<\/li>\n\n\n\n<li><strong>Description:<\/strong>&nbsp;enter the subject mail.<\/li>\n\n\n\n<li><strong>Email:<\/strong>&nbsp;enter the email id which will be configured further for Email piping.<\/li>\n\n\n\n<li><strong>Status:<\/strong>&nbsp;set status as enable\/disable of the mail.<\/li>\n<\/ul>\n\n\n\n<div class=\"wk-index-wrap\"><div class=\"block-wrap\">\n<h3 class=\"wp-block-heading index-title\"><strong>IMAP\/POP Configuration<\/strong><\/h3>\n<\/div><\/div>\n\n\n\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" width=\"1120\" height=\"880\" src=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-magento-help-desk-connect-mail-imap-pop-config.webp\" alt=\"new connect mail\" class=\"wp-image-449457\" srcset=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-magento-help-desk-connect-mail-imap-pop-config.webp 1120w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-magento-help-desk-connect-mail-imap-pop-config-300x236.webp 300w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-magento-help-desk-connect-mail-imap-pop-config-250x196.webp 250w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-magento-help-desk-connect-mail-imap-pop-config-768x603.webp 768w\" sizes=\"(max-width: 1120px) 100vw, 1120px\" loading=\"lazy\" \/><\/figure>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Username:<\/strong>&nbsp;enter the username of the email. For example- Your full email address (username@gmail.com).<\/li>\n\n\n\n<li><strong>Password:<\/strong>&nbsp;enter the password of the above account.<\/li>\n\n\n\n<li><strong>Host Name:<\/strong>&nbsp;enter the hostname of your mail provider.<\/li>\n\n\n\n<li><strong>Port:<\/strong>&nbsp;enter&nbsp;the port number of the email.<\/li>\n\n\n\n<li><strong>Mailbox:<\/strong>&nbsp;enter the name of the mailbox.<\/li>\n\n\n\n<li><strong>Protocol:<\/strong>&nbsp;Select the protocol which you want to select \u2013 IMAP\/POP.POP and IMAP are protocols that allow you to download messages from (Gmail, Yahoo, and Hotmail) servers onto your computer. So that you can access your mail with programs like Microsoft Outlook or Thunderbird even when you aren\u2019t connected to the Internet.<\/li>\n\n\n\n<li><strong>Fetch Email(no.):<\/strong>&nbsp;set no. of emails to be fetched.<\/li>\n\n\n\n<li><strong>Helpdesk Action:<\/strong>&nbsp;set the action to be taken for the fetched emails.<\/li>\n\n\n\n<li><strong>Move Email(s):<\/strong>&nbsp;define the name of the folder if the selected action for&nbsp;<strong>Helpdesk Action<\/strong>&nbsp;is&nbsp;<strong>Create Folder<\/strong>.<\/li>\n<\/ul>\n\n\n\n<p><strong>Note:<\/strong>&nbsp;This information has to be filled in to configure the Email piping.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>Email services setting for Gmail:<\/strong><\/h3>\n\n\n\n<p>If you are using Gmail then you have to enter imap.gmail.com as the hostname, and 993 as a port. To check more details visit&nbsp;<strong><a href=\"https:\/\/support.google.com\/mail\/troubleshooter\/1668960?hl=en\" target=\"_blank\" rel=\"noreferrer noopener\">https:\/\/support.google.com\/mail\/troubleshooter\/1668960?hl=en<\/a><\/strong><\/p>\n\n\n\n<p>For configuring&nbsp;<strong>IMAP<\/strong><\/p>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter\"><a href=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/gmail.png\"><img decoding=\"async\" width=\"688\" height=\"280\" src=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/gmail.png\" alt=\"gmail-config-details\" class=\"wp-image-132192\" srcset=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/gmail.png 688w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/gmail-250x102.png 250w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/gmail-300x122.png 300w\" sizes=\"(max-width: 688px) 100vw, 688px\" loading=\"lazy\" \/><\/a><\/figure>\n<\/div>\n\n\n<p>For configuring the&nbsp;<strong>POP<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Sign in to your Gmail account.<\/li>\n\n\n\n<li>Click the gear in the top right.<\/li>\n\n\n\n<li>Select settings.<\/li>\n\n\n\n<li>Click Forwarding and POP\/IMAP.<\/li>\n\n\n\n<li>Select Enable POP for all mail or Enable POP for mail that arrives from now on.<\/li>\n\n\n\n<li>Choose what to do with your messages after your POP client or device receives them.<\/li>\n\n\n\n<li>Click save&nbsp;changes.<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>Email settings for Yahoo:<\/strong><\/h3>\n\n\n\n<p>For configuring the&nbsp;<strong>IMAP&nbsp;<\/strong>and&nbsp;<strong>POP.<\/strong><\/p>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter\"><a href=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/yahoo.png\"><img decoding=\"async\" width=\"708\" height=\"294\" src=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/yahoo.png\" alt=\"yahoo-config-details\" class=\"wp-image-132194\" srcset=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/yahoo.png 708w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/yahoo-250x104.png 250w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/yahoo-300x125.png 300w\" sizes=\"(max-width: 708px) 100vw, 708px\" loading=\"lazy\" \/><\/a><\/figure>\n<\/div>\n\n\n<h3 class=\"wp-block-heading\"><strong>Email service setting for Hotmail:<\/strong><\/h3>\n\n\n\n<p>For configuring&nbsp;<strong>IMAP&nbsp;<\/strong>and&nbsp;<strong>POP<\/strong><\/p>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter\"><a href=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/hotmail.png\"><img decoding=\"async\" width=\"709\" height=\"351\" src=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/hotmail.png\" alt=\"hotmail-config-details\" class=\"wp-image-132195\" srcset=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/hotmail.png 709w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/hotmail-250x124.png 250w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/hotmail-300x149.png 300w\" sizes=\"(max-width: 709px) 100vw, 709px\" loading=\"lazy\" \/><\/a><\/figure>\n<\/div>\n\n\n<h3 class=\"wp-block-heading\"><strong>Default Values of the Ticket<\/strong><\/h3>\n\n\n\n<p>Then, the agent needs to set the default values(group, type, and priority) for those tickets which are created through emails.<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" width=\"1120\" height=\"880\" src=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-magento-help-desk-connect-mail-default.webp\" alt=\"new connect mail\" class=\"wp-image-449453\" srcset=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-magento-help-desk-connect-mail-default.webp 1120w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-magento-help-desk-connect-mail-default-300x236.webp 300w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-magento-help-desk-connect-mail-default-250x196.webp 250w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-magento-help-desk-connect-mail-default-768x603.webp 768w\" sizes=\"(max-width: 1120px) 100vw, 1120px\" loading=\"lazy\" \/><\/figure>\n\n\n\n<p>And lastly, click on the&nbsp;<strong>Save&nbsp;<\/strong>button to create the new connect mail successfully.<\/p>\n\n\n\n<p><strong>Note:&nbsp;<\/strong><strong>Manual and Automatic mail fetching<\/strong><\/p>\n\n\n\n<p>After saving the connecting mail successfully, the agent can view a new option&nbsp;<strong>Fetch Mail&nbsp;<\/strong>as per the below screenshot.<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" width=\"1120\" height=\"880\" src=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-magento-help-desk-connect-mail-info.webp\" alt=\"new connect mail\" class=\"wp-image-449454\" srcset=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-magento-help-desk-connect-mail-info.webp 1120w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-magento-help-desk-connect-mail-info-300x236.webp 300w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-magento-help-desk-connect-mail-info-250x196.webp 250w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-magento-help-desk-connect-mail-info-768x603.webp 768w\" sizes=\"(max-width: 1120px) 100vw, 1120px\" loading=\"lazy\" \/><\/figure>\n\n\n\n<p>The agent can click the&nbsp;<strong>Fetch Mail&nbsp;<\/strong>option to fetch emails manually. Else can set the cron to automatically fetch the mail.<\/p>\n\n\n\n<div class=\"wk-index-wrap\"><div class=\"block-wrap\">\n<h3 class=\"wp-block-heading index-title\"><strong>Activity<\/strong><\/h3>\n<\/div><\/div>\n\n\n\n<p>Under this section, an activity list will be displayed. The list will show all the activities performed in the helpdesk so the agent can see all activities.<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" width=\"1120\" height=\"880\" src=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-magento-help-desk-activity.webp\" alt=\"activity\" class=\"wp-image-449452\" srcset=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-magento-help-desk-activity.webp 1120w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-magento-help-desk-activity-300x236.webp 300w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-magento-help-desk-activity-250x196.webp 250w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-magento-help-desk-activity-768x603.webp 768w\" sizes=\"(max-width: 1120px) 100vw, 1120px\" loading=\"lazy\" \/><\/figure>\n\n\n\n<p>And can even delete various activities from the list by clicking on the&nbsp;<strong>Action&nbsp;<\/strong>drop-down list.<\/p>\n\n\n\n<div class=\"wk-index-wrap\"><div class=\"block-wrap\">\n<h3 class=\"wp-block-heading index-title\"><strong>Customer Report Summary<\/strong><\/h3>\n<\/div><\/div>\n\n\n\n<p>Under this section, the customer report is visible. The customer report is the summary of the customer\u2019s total ticket, resolve time, first response time, and average resolve time is visible.<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" width=\"1120\" height=\"880\" src=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-magento-help-desk-customer-report.webp\" alt=\"customer report\" class=\"wp-image-449456\" srcset=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-magento-help-desk-customer-report.webp 1120w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-magento-help-desk-customer-report-300x236.webp 300w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-magento-help-desk-customer-report-250x196.webp 250w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-magento-help-desk-customer-report-768x603.webp 768w\" sizes=\"(max-width: 1120px) 100vw, 1120px\" loading=\"lazy\" \/><\/figure>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"agent-report-summary\"><strong>Agent Report Summary<\/strong><\/h2>\n\n\n\n<p>Under this section, the agent report will be visible. The agent report is the summary of the agent\u2019s total ticket, resolve time, first response time, and average resolve time will be visible.<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" width=\"1120\" height=\"880\" src=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-magento-help-desk-seller-report.webp\" alt=\"agent report\" class=\"wp-image-449460\" srcset=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-magento-help-desk-seller-report.webp 1120w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-magento-help-desk-seller-report-300x236.webp 300w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-magento-help-desk-seller-report-250x196.webp 250w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2024\/06\/webkul-magento-help-desk-seller-report-768x603.webp 768w\" sizes=\"(max-width: 1120px) 100vw, 1120px\" loading=\"lazy\" \/><\/figure>\n\n\n\n<div class=\"wk-index-wrap\"><div class=\"block-wrap\">\n<h3 class=\"wp-block-heading index-title\"><strong>Front-End<\/strong><\/h3>\n<\/div><\/div>\n\n\n\n<p>In this front end, the customer and store visitor both can see the&nbsp;<strong>Support Center<\/strong>&nbsp;section.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">LOGGED-IN-CUSTOMER OR GUEST USER<\/h3>\n\n\n\n<p>Logged-in customers and the&nbsp;<strong>guest user<\/strong>&nbsp;will be able to see the&nbsp;<strong>Support Center<\/strong>&nbsp;section.<\/p>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter\"><a href=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/front-end.png\"><img decoding=\"async\" width=\"1365\" height=\"370\" src=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/front-end.png\" alt=\"front-end\" class=\"wp-image-132165\" srcset=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/front-end.png 1365w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/front-end-250x68.png 250w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/front-end-300x81.png 300w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/front-end-768x208.png 768w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/front-end-1200x325.png 1200w\" sizes=\"(max-width: 1365px) 100vw, 1365px\" loading=\"lazy\" \/><\/a><\/figure>\n<\/div>\n\n\n<p>Clicking the&nbsp;<strong>Support Center<\/strong>&nbsp;section will display the solutions to the most common queries and issues the customers get encountered so that they don\u2019t need to generate any tickets.<\/p>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter\"><a href=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/support-1.png\"><img decoding=\"async\" width=\"1366\" height=\"762\" src=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/support-1.png\" alt=\"support-center\" class=\"wp-image-132166\" srcset=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/support-1.png 1366w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/support-1-250x139.png 250w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/support-1-300x167.png 300w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/support-1-768x428.png 768w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/support-1-1200x669.png 1200w\" sizes=\"(max-width: 1366px) 100vw, 1366px\" loading=\"lazy\" \/><\/a><\/figure>\n<\/div>\n\n\n<p>And if the customer doesn\u2019t find the solution to their queries from the support center, they can generate a ticket.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\">Customer generate support ticket<\/h4>\n\n\n\n<p>For this, they simply click the&nbsp;<strong>Ticket(s)&nbsp;<\/strong>drop-down list followed by clicking the&nbsp;<strong>Generate Ticket<\/strong>&nbsp;submenu option.<\/p>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter\"><a href=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/generate.png\"><img decoding=\"async\" width=\"1365\" height=\"381\" src=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/generate.png\" alt=\"generate-ticket\" class=\"wp-image-132167\" srcset=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/generate.png 1365w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/generate-250x70.png 250w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/generate-300x84.png 300w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/generate-768x214.png 768w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/generate-1200x335.png 1200w\" sizes=\"(max-width: 1365px) 100vw, 1365px\" loading=\"lazy\" \/><\/a><\/figure>\n<\/div>\n\n\n<p>Clicking the&nbsp;<strong>Generate Ticket<\/strong>&nbsp;submenu option will navigate the customers to a page where they can create the ticket as per the below image.<\/p>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter\"><a href=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/new.png\"><img decoding=\"async\" width=\"1366\" height=\"1051\" src=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/new.png\" alt=\"new-ticket\" class=\"wp-image-132168\" srcset=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/new.png 1366w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/new-250x192.png 250w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/new-300x231.png 300w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/new-768x591.png 768w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/new-1200x923.png 1200w\" sizes=\"(max-width: 1366px) 100vw, 1366px\" loading=\"lazy\" \/><\/a><\/figure>\n<\/div>\n\n\n<p>Here, the customer can:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Type:&nbsp;<\/strong>select the ticket type.<\/li>\n\n\n\n<li><strong>Priority:&nbsp;<\/strong>&nbsp;select the ticket priority.<\/li>\n\n\n\n<li><strong>Group:&nbsp;<\/strong>select the ticket group.<\/li>\n\n\n\n<li><strong>Status:&nbsp;<\/strong>select the ticket status.<\/li>\n\n\n\n<li><strong>Subject:&nbsp;<\/strong>select the subject of the query.<\/li>\n\n\n\n<li><strong>Your Query:&nbsp;<\/strong>enter the complete query.<\/li>\n\n\n\n<li><strong>File Upload:&nbsp;<\/strong>Upload the attachments if required<strong>.<\/strong><\/li>\n<\/ul>\n\n\n\n<p>And lastly hit the&nbsp;<strong>Create Ticket&nbsp;<\/strong>button to generate the ticket successfully. This will navigate the customer to the tickets list page as per the below image.<\/p>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter\"><a href=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/ticket.png\"><img decoding=\"async\" width=\"1366\" height=\"744\" src=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/ticket.png\" alt=\"ticket-list\" class=\"wp-image-132171\" srcset=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/ticket.png 1366w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/ticket-250x136.png 250w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/ticket-300x163.png 300w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/ticket-768x418.png 768w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/ticket-1200x654.png 1200w\" sizes=\"(max-width: 1366px) 100vw, 1366px\" loading=\"lazy\" \/><\/a><\/figure>\n<\/div>\n\n\n<p>Here, the success message with the ticket id will be displayed and the ticket list of the customer will be visible. The customer can:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Sort<\/strong>&nbsp;the ticket list based on ticket id, subject, type, priority, status, and date added.<\/li>\n\n\n\n<li><strong>Filter<\/strong>&nbsp;the ticket based on priority and status.<\/li>\n\n\n\n<li><strong>Clear<\/strong>&nbsp;the filter used.<\/li>\n\n\n\n<li><strong>Delete<\/strong>&nbsp;the tickets as per your choice.<\/li>\n\n\n\n<li><strong>View<\/strong>&nbsp;the complete details of the ticket and its status.<\/li>\n<\/ul>\n\n\n\n<p>To view the complete ticket, click the view button.<\/p>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter\"><a href=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/view-ticket.png\"><img decoding=\"async\" width=\"720\" height=\"635\" src=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/view-ticket.png\" alt=\"frontend-ticket-view\" class=\"wp-image-132173\" srcset=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/view-ticket.png 720w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/view-ticket-250x220.png 250w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/view-ticket-300x265.png 300w\" sizes=\"(max-width: 720px) 100vw, 720px\" loading=\"lazy\" \/><\/a><\/figure>\n<\/div>\n\n\n<p>Here, the customer can view the complete details of the tickets. And can even delete the ticket threads if allowed from the admin backend.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\">Manage Ticket<\/h4>\n\n\n\n<p>To navigate to the ticket list page to view the ticket status simply click on the&nbsp;<strong>Ticket(s)&nbsp;<\/strong>drop-down list followed by clicking the&nbsp;<strong>Generate Ticket<\/strong>&nbsp;submenu option as per the below image.<\/p>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter\"><a href=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/generate-1.png\"><img decoding=\"async\" width=\"1365\" height=\"381\" src=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/generate-1.png\" alt=\"ticket-status\" class=\"wp-image-132174\" srcset=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/generate-1.png 1365w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/generate-1-250x70.png 250w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/generate-1-300x84.png 300w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/generate-1-768x214.png 768w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/generate-1-1200x335.png 1200w\" sizes=\"(max-width: 1365px) 100vw, 1365px\" loading=\"lazy\" \/><\/a><\/figure>\n<\/div>\n\n\n<p>Clicking the&nbsp;<strong>Ticket(s) Status<\/strong>&nbsp;submenu option will navigate the customers to a page where they can check the ticket status as per the below image.<\/p>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter\"><a href=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/list-2.png\"><img decoding=\"async\" width=\"1366\" height=\"770\" src=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/list-2.png\" alt=\"check-ticket-status\" class=\"wp-image-132175\" srcset=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/list-2.png 1366w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/list-2-250x141.png 250w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/list-2-300x169.png 300w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/list-2-768x433.png 768w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/list-2-1200x676.png 1200w\" sizes=\"(max-width: 1366px) 100vw, 1366px\" loading=\"lazy\" \/><\/a><\/figure>\n<\/div>\n\n\n<div class=\"wk-index-wrap\"><div class=\"block-wrap\">\n<h3 class=\"wp-block-heading index-title\">GUEST USERS<\/h3>\n<\/div><\/div>\n\n\n\n<p>The guest users can see the&nbsp;<strong>Support Center<\/strong>&nbsp;section. This will display the solutions to the most common queries and issues the customers are facing so that they don\u2019t need to generate any tickets.<\/p>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter\"><a href=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/frontend-3.png\"><img decoding=\"async\" width=\"1365\" height=\"783\" src=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/frontend-3.png\" alt=\"frontend\" class=\"wp-image-132164\" srcset=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/frontend-3.png 1365w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/frontend-3-250x143.png 250w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/frontend-3-300x172.png 300w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/frontend-3-768x441.png 768w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/frontend-3-1200x688.png 1200w\" sizes=\"(max-width: 1365px) 100vw, 1365px\" loading=\"lazy\" \/><\/a><\/figure>\n<\/div>\n\n\n<p>And if the customer doesn\u2019t find the solution to their queries from the support center, they can generate a ticket. For this, they simply click the&nbsp;<strong>Ticket(s)&nbsp;<\/strong>drop-down list followed by clicking the&nbsp;<strong>Generate Ticket<\/strong>&nbsp;submenu option.<\/p>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter\"><a href=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/frontend-1.png\"><img decoding=\"async\" width=\"1362\" height=\"408\" src=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/frontend-1.png\" alt=\"generate-ticket\" class=\"wp-image-132151\" srcset=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/frontend-1.png 1362w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/frontend-1-250x75.png 250w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/frontend-1-300x90.png 300w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/frontend-1-768x230.png 768w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/frontend-1-1200x359.png 1200w\" sizes=\"(max-width: 1362px) 100vw, 1362px\" loading=\"lazy\" \/><\/a><\/figure>\n<\/div>\n\n\n<p>Clicking the&nbsp;<strong>Generate Ticket<\/strong>&nbsp;submenu option will navigate the customers to a page where they can create the ticket as per the below image.<\/p>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter\"><a href=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/create.png\"><img decoding=\"async\" width=\"1366\" height=\"1188\" src=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/create.png\" alt=\"new-ticket\" class=\"wp-image-132152\" srcset=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/create.png 1366w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/create-250x217.png 250w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/create-300x261.png 300w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/create-768x668.png 768w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/create-1177x1024.png 1177w\" sizes=\"(max-width: 1366px) 100vw, 1366px\" loading=\"lazy\" \/><\/a><\/figure>\n<\/div>\n\n\n<p>Here, the customer can:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Name:&nbsp;<\/strong>enter the name.<\/li>\n\n\n\n<li><strong>Email Address:&nbsp;<\/strong>enter the email address at which the customer will be notified about the ticket activities.<\/li>\n\n\n\n<li><strong>Type:&nbsp;<\/strong>select the ticket type.<\/li>\n\n\n\n<li><strong>Priority:&nbsp;<\/strong>&nbsp;select the ticket priority.<\/li>\n\n\n\n<li><strong>Group:&nbsp;<\/strong>select the ticket group.<\/li>\n\n\n\n<li><strong>Status:&nbsp;<\/strong>Select the ticket status.<\/li>\n\n\n\n<li><strong>Subject:&nbsp;<\/strong>select the subject of the query.<\/li>\n\n\n\n<li><strong>Your Query:&nbsp;<\/strong>enter the complete query.<\/li>\n\n\n\n<li><strong>File Upload:&nbsp;<\/strong>Upload the attachments if required<strong>.<\/strong><\/li>\n<\/ul>\n\n\n\n<p>And lastly hit the&nbsp;<strong>Create Ticket&nbsp;<\/strong>button to generate the ticket successfully, furthermore it will display the success message as shown in the below image.<\/p>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter\"><a href=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/success.png\"><img decoding=\"async\" width=\"1366\" height=\"779\" src=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/success.png\" alt=\"check-ticket-status\" class=\"wp-image-132153\" srcset=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/success.png 1366w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/success-250x143.png 250w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/success-300x171.png 300w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/success-768x438.png 768w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/success-1200x684.png 1200w\" sizes=\"(max-width: 1366px) 100vw, 1366px\" loading=\"lazy\" \/><\/a><\/figure>\n<\/div>\n\n\n<p>After creating the ticket, the customers can even check their ticket status by feeding the email address which they have provided while creating the ticket and the ticket id&nbsp;followed by hitting the&nbsp;<strong>Continue<\/strong>&nbsp;button.<\/p>\n\n\n\n<p>The customers can also check the status of their previously created tickets.&nbsp;For this, they simply click the&nbsp;<strong>Ticket(s)&nbsp;<\/strong>drop-down list followed by clicking the&nbsp;<strong>Ticket(s) Status<\/strong>&nbsp;submenu option.<\/p>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter\"><a href=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/frontend-2.png\"><img decoding=\"async\" width=\"1362\" height=\"408\" src=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/frontend-2.png\" alt=\"ticket-status\" class=\"wp-image-132155\" srcset=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/frontend-2.png 1362w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/frontend-2-250x75.png 250w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/frontend-2-300x90.png 300w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/frontend-2-768x230.png 768w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/frontend-2-1200x359.png 1200w\" sizes=\"(max-width: 1362px) 100vw, 1362px\" loading=\"lazy\" \/><\/a><\/figure>\n<\/div>\n\n\n<h3 class=\"wp-block-heading\">Ticket Status:<\/h3>\n\n\n\n<p>Clicking the&nbsp;<strong>Ticket(s) Status<\/strong>&nbsp;submenu option will navigate the customers to a page and on that page, they can check the ticket status as per the below image.<\/p>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter\"><a href=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/check.png\"><img decoding=\"async\" width=\"1366\" height=\"716\" src=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/check.png\" alt=\"check-status\" class=\"wp-image-132156\" srcset=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/check.png 1366w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/check-250x131.png 250w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/check-300x157.png 300w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/check-768x403.png 768w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/check-1200x629.png 1200w\" sizes=\"(max-width: 1366px) 100vw, 1366px\" loading=\"lazy\" \/><\/a><\/figure>\n<\/div>\n\n\n<p>Here, the customers will feed the email address which they have provided while creating the ticket and the ticket id followed by hitting the&nbsp;<strong>Continue<\/strong>&nbsp;button. This will display the helpdesk ticket view screen as per the below image.<\/p>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter\"><a href=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/view-2.png\"><img decoding=\"async\" width=\"1366\" height=\"1257\" src=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/view-2.png\" alt=\"ticket-view\" class=\"wp-image-132157\" srcset=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/view-2.png 1366w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/view-2-250x230.png 250w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/view-2-300x276.png 300w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/view-2-768x707.png 768w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2018\/07\/view-2-1113x1024.png 1113w\" sizes=\"(max-width: 1366px) 100vw, 1366px\" loading=\"lazy\" \/><\/a><\/figure>\n<\/div>\n\n\n<p>Here the customer can reply to the ticket and can also see the previous replies.<\/p>\n\n\n\n<p>Additionally, to keep your HelpDesk extension running smoothly and securely, Webkul offers comprehensive <a href=\"https:\/\/webkul.com\/magento-2-support-and-maintenance-services\/\">Magento 2 support services<\/a>, including 24\/7 technical assistance, performance optimization, and regular security patches. You may also check our quality\u00a0<a href=\"https:\/\/store.webkul.com\/Magento-2.html\" target=\"_blank\" rel=\"noreferrer noopener\">Magento 2 Extensions<\/a>.<\/p>\n\n\n\n<div class=\"wk-index-wrap\"><div class=\"block-wrap\">\n<h3 class=\"wp-block-heading index-title\">Support<\/h3>\n<\/div><\/div>\n\n\n\n<p>That\u2019s all for the&nbsp;<strong>Magento 2 Helpdesk Extension<\/strong>. Still, have any issues, feel free to add a ticket at&nbsp;<a href=\"https:\/\/webkul.uvdesk.com\/en\/\">webkul.uvdesk.com<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Magento 2 HelpDesk&nbsp;Extension&nbsp;is a ticketing system software that draws customer support requests and manages them in one location. You can assign tickets to the agent, making ticket management much easier for the agent to assist the customer and resolve their issue. Helpdesk builds on the definition to serve their customers by creating a powerful ticket <a href=\"https:\/\/webkul.com\/blog\/magento-2-helpdesk-extension\/\">[&#8230;]<\/a><\/p>\n","protected":false},"author":152,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[302],"tags":[7027,7028,7025,7026,7029,7031,7030],"class_list":["post-131485","post","type-post","status-publish","format-standard","hentry","category-magento2","tag-customer-assistance","tag-customer-service","tag-customer-support-system","tag-helpdesk-system","tag-service-and-support-system","tag-service-request-management","tag-ticketing-system"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v24.5 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>User Guide of Magento 2 Helpdesk Extension<\/title>\n<meta name=\"description\" content=\"Magento 2 HelpDesk Extension is a ticket management 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