{"id":46495,"date":"2016-04-25T13:15:32","date_gmt":"2016-04-25T13:15:32","guid":{"rendered":"http:\/\/webkul.com\/blog\/?p=46495"},"modified":"2026-02-06T13:27:22","modified_gmt":"2026-02-06T13:27:22","slug":"prestashop-helpdesk","status":"publish","type":"post","link":"https:\/\/webkul.com\/blog\/prestashop-helpdesk\/","title":{"rendered":"User Guide for PrestaShop Helpdesk"},"content":{"rendered":"\n<p><strong><a href=\"https:\/\/store.webkul.com\/Prestashop-Helpdesk.html\">PrestaShop Helpdesk<\/a>:<\/strong> Provide customers with outstanding support by incorporating a helpdesk system into your PrestaShop store.<\/p>\n\n\n\n<p>With PrestaShop Helpdesk, customers can create tickets regarding their orders, issues, queries, etc.<\/p>\n\n\n\n<p>The module adds a dedicated tab in customers&#8217; accounts from where they can view a list of all the tickets they have created, track ticket status, add comments to tickets, etc.<\/p>\n\n\n\n<p>Create any number of support agents and let them handle tickets with ease.<\/p>\n\n\n\n<p>With features like email notifications, the ability to assign tickets to specific agents, and defining ticket priority, PrestaShop Helpdesk helps you streamline customer support and ticket management.<\/p>\n\n\n\n<div class=\"wk-index-wrap\"><div class=\"block-wrap\">\n<h3 class=\"wp-block-heading index-title\">Features of PrestaShop Helpdesk<\/h3>\n<\/div><\/div>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Allow customers to create tickets.<\/li>\n\n\n\n<li>Allow vistors to create ticket without creating an account.<\/li>\n\n\n\n<li>Customers can upload attachments while creating a ticket.<\/li>\n\n\n\n<li>Add multiple support agents and assign tickets to them.<\/li>\n\n\n\n<li>Grant access rights of helpdesk to support agents.<\/li>\n\n\n\n<li>Enable, disable, edit or delete agents.<\/li>\n\n\n\n<li>Add support groups and assign agents to them.<\/li>\n\n\n\n<li>Enable, disable, edit or delete groups.<\/li>\n\n\n\n<li>Add multiple query types and assign them to support groups.<\/li>\n\n\n\n<li>Enable, disable, edit or delete query types.<\/li>\n\n\n\n<li>Add multiple custom ticket statuses and map them to one another.<\/li>\n\n\n\n<li>Add priorities and set them on a ticket.<\/li>\n\n\n\n<li>View a list of all the tickets created by customers from the back office.<\/li>\n\n\n\n<li>Search for tickets using global filters i.e. ticket number, customer, and query type.<\/li>\n\n\n\n<li>Allow customers to search for tickets on the category page.<\/li>\n\n\n\n<li>Create tickets on behalf of customers.<\/li>\n\n\n\n<li>Agent\/Admin can add an internal note to save vital information regarding ticket.<\/li>\n\n\n\n<li>Admin\/agent can delete the ticket or mark it as spam.<\/li>\n\n\n\n<li>Admin can forward a ticket to the agent.<\/li>\n\n\n\n<li>Agent can assign a ticket to other agents from the ticket details page in the Back Office.<\/li>\n\n\n\n<li>Add predefined messages and send them to customers on a ticket.<\/li>\n\n\n\n<li>Send email to customer when a new ticket is created or ticket status is updated to closed or resolved and when the admin\/agent creates a voucher from the ticket details page.<\/li>\n\n\n\n<li>Email to agents when a new ticket is created or customer replies on a ticket.<\/li>\n\n\n\n<li>Allow visitors\/customer to create ticket from contact us page.<\/li>\n\n\n\n<li>Customers can also create ticket from the order details page and the tickets listing page.<\/li>\n\n\n\n<li>Add Google reCAPTCHA on create\/reply ticket form for validation.<\/li>\n\n\n\n<li>Set the text and background color of helpdesk page title.<\/li>\n\n\n\n<li>Customer can also reply directly to the ticket from email.<\/li>\n<\/ul>\n\n\n\n<div class=\"wk-index-wrap\"><div class=\"block-wrap\">\n<h3 class=\"wp-block-heading index-title\">How to Install PrestaShop Helpdesk<\/h3>\n<\/div><\/div>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Firstly, go to the module manager in the back office and click on \u2018upload a module\u2019.<\/li>\n\n\n\n<li>After that, drag and drop the module file or select the file from the system.<\/li>\n\n\n\n<li>In this way, the module installation will be successful.<\/li>\n<\/ul>\n\n\n\n<figure class=\"wp-block-image\"><img decoding=\"async\" width=\"1200\" height=\"414\" src=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2023\/09\/image-38.png\" alt=\"image-38\" class=\"wp-image-399503\" srcset=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2023\/09\/image-38.png 1200w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2023\/09\/image-38-300x104.png 300w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2023\/09\/image-38-250x86.png 250w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2023\/09\/image-38-768x265.png 768w\" sizes=\"(max-width: 1200px) 100vw, 1200px\" loading=\"lazy\" \/><\/figure>\n\n\n\n<figure class=\"wp-block-image\"><img decoding=\"async\" width=\"1200\" height=\"552\" src=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2023\/09\/image-39.png\" alt=\"image-39\" class=\"wp-image-399504\" srcset=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2023\/09\/image-39.png 1200w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2023\/09\/image-39-300x138.png 300w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2023\/09\/image-39-250x115.png 250w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2023\/09\/image-39-768x353.png 768w\" sizes=\"(max-width: 1200px) 100vw, 1200px\" loading=\"lazy\" \/><\/figure>\n\n\n\n<figure class=\"wp-block-image\"><img decoding=\"async\" width=\"1200\" height=\"544\" src=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2023\/09\/image-40.png\" alt=\"image-40\" class=\"wp-image-399505\" srcset=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2023\/09\/image-40.png 1200w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2023\/09\/image-40-300x136.png 300w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2023\/09\/image-40-250x113.png 250w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2023\/09\/image-40-768x348.png 768w\" sizes=\"(max-width: 1200px) 100vw, 1200px\" loading=\"lazy\" \/><\/figure>\n\n\n\n<p>After the successful installation of the module, few new tabs get available in the back office. <\/p>\n\n\n\n<p>From here the admin can configure module settings, add &amp; manage tickets, add agents, groups, etc.<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" src=\"https:\/\/storecdn.webkul.com\/showcase\/590\/1734944006.png\" alt=\"help desk\n\" loading=\"lazy\" \/><\/figure>\n\n\n\n<div class=\"wk-index-wrap\"><div class=\"block-wrap\">\n<h3 class=\"wp-block-heading index-title\">PrestaShop Helpdesk Configuration<\/h3>\n<\/div><\/div>\n\n\n\n<h4 class=\"wp-block-heading\">General Settings<\/h4>\n\n\n\n<figure class=\"wp-block-image size-full\"><img decoding=\"async\" width=\"1094\" height=\"1013\" src=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2016\/04\/configuration.webp\" alt=\"Configuration Page\" class=\"wp-image-505042\" srcset=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2016\/04\/configuration.webp 1094w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2016\/04\/configuration-300x278.webp 300w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2016\/04\/configuration-250x231.webp 250w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2016\/04\/configuration-768x711.webp 768w\" sizes=\"(max-width: 1094px) 100vw, 1094px\" loading=\"lazy\" \/><\/figure>\n\n\n\n<p>Under General Settings, the admin can: <\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Set background and text color of help desk page title.<\/li>\n\n\n\n<li>Select the file types that customers can upload while creating a ticket.<\/li>\n\n\n\n<li>Allow visitors to create a ticket.<\/li>\n\n\n\n<li>Choose whether visitors\/customers can create ticket from contact us page.<\/li>\n\n\n\n<li>Allow customers to create ticket from order details page.<\/li>\n\n\n\n<li>Allow customers to search tickets on category page.<\/li>\n<\/ul>\n\n\n\n<h4 class=\"wp-block-heading\"><strong>Allow visitors to create ticket<\/strong><\/h4>\n\n\n\n<p>After the successful installation of the module, an option &#8220;Create ticket&#8221; gets available on the header. If allowed by the admin, then the visitors will get an option to create a ticket.<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" src=\"https:\/\/storecdn.webkul.com\/showcase\/590\/1734945676.png\" alt=\"create ticket\" loading=\"lazy\" \/><\/figure>\n\n\n\n<p>On clicking the option, a ticket creation form opens on the page for the visitors.<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" src=\"https:\/\/storecdn.webkul.com\/showcase\/590\/1734946220.png\" alt=\"create ticket\" loading=\"lazy\" \/><\/figure>\n\n\n\n<p>If disabled, then &#8220;Create ticket&#8221; option will not be available for the visitors.<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" src=\"https:\/\/storecdn.webkul.com\/showcase\/590\/1734946668.png\" alt=\"create ticket\" loading=\"lazy\" \/><\/figure>\n\n\n\n<h4 class=\"wp-block-heading\"><strong>Allow visitors\/customer to create ticket from contact us page<\/strong><\/h4>\n\n\n\n<p>Enable to allow visitors\/customers to create ticket using default contact us form.<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" src=\"https:\/\/storecdn.webkul.com\/showcase\/590\/1734948175.png\" alt=\"contact us form\" loading=\"lazy\" \/><\/figure>\n\n\n\n<h4 class=\"wp-block-heading\"><strong>Allow customer to create ticket from order details page<\/strong><\/h4>\n\n\n\n<p>If enabled, then customers can create ticket from the order details page using &#8220;ADD A MESSAGE&#8221; form.<\/p>\n\n\n\n<p>On the order details page under &#8220;ADD A MESSAGE&#8221; section, a customer needs to select the product, enter the message, and click on the send button to create a ticket.<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" src=\"https:\/\/storecdn.webkul.com\/showcase\/590\/1734949989.png\" alt=\"create ticket\" loading=\"lazy\" \/><\/figure>\n\n\n\n<h4 class=\"wp-block-heading\"><strong>Ticket search on category page<\/strong><\/h4>\n\n\n\n<p>If enabled, the customers can search for their tickets on the category page using the Ticket number.<\/p>\n\n\n\n<p>Also, the customers can access the list of their tickets by clicking the <strong>&#8220;View All Tickets&#8221;<\/strong> button.<br><\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" width=\"789\" height=\"1024\" src=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2025\/09\/categorysearch-789x1024.webp\" alt=\"Search for tickets on the category page\" class=\"wp-image-505253\" srcset=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2025\/09\/categorysearch-789x1024.webp 789w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2025\/09\/categorysearch-231x300.webp 231w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2025\/09\/categorysearch-192x249.webp 192w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2025\/09\/categorysearch-768x996.webp 768w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2025\/09\/categorysearch.webp 1161w\" sizes=\"(max-width: 789px) 100vw, 789px\" loading=\"lazy\" \/><\/figure>\n\n\n\n<p><strong>Set cron<\/strong><\/p>\n\n\n\n<p>Insert the url shown in the following screenshot in cron tasks manager to automatically import new emails as tickets.<\/p>\n\n\n\n<figure class=\"wp-block-image size-full\"><img decoding=\"async\" width=\"930\" height=\"448\" src=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2016\/04\/cron.webp\" alt=\"Cron Configuration\" class=\"wp-image-505044\" srcset=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2016\/04\/cron.webp 930w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2016\/04\/cron-300x145.webp 300w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2016\/04\/cron-250x120.webp 250w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2016\/04\/cron-768x370.webp 768w\" sizes=\"(max-width: 930px) 100vw, 930px\" loading=\"lazy\" \/><\/figure>\n\n\n\n<h4 class=\"wp-block-heading\">Email Settings<\/h4>\n\n\n\n<figure class=\"wp-block-image size-full\"><img decoding=\"async\" width=\"1085\" height=\"545\" src=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2016\/04\/emailconfiguration.webp\" alt=\"Email Configuration\" class=\"wp-image-505142\" srcset=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2016\/04\/emailconfiguration.webp 1085w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2016\/04\/emailconfiguration-300x151.webp 300w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2016\/04\/emailconfiguration-250x126.webp 250w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2016\/04\/emailconfiguration-768x386.webp 768w\" sizes=\"(max-width: 1085px) 100vw, 1085px\" loading=\"lazy\" \/><\/figure>\n\n\n\n<p>Under email settings, the admin can configure the actions for which email will be sent to customers. The admin can:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Choose to send email to customer when a new ticket is created, or the status of ticket is updated to closed or resolved, and when the admin\/agent creates a voucher.<\/li>\n\n\n\n<li>Send email to support agents when new ticket is created or customer replies on a ticket.<\/li>\n<\/ul>\n\n\n\n<h4 class=\"wp-block-heading\">SEO &amp; URLs<\/h4>\n\n\n\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" src=\"https:\/\/storecdn.webkul.com\/showcase\/590\/1734952256.png\" alt=\"seo and urls\" loading=\"lazy\" \/><\/figure>\n\n\n\n<p>Under SEO &amp; URLs, the admin can:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Enable or disable ticket SEO URL.<\/li>\n\n\n\n<li>Specify new ticket and view(reply) page URL.<\/li>\n<\/ul>\n\n\n\n<h4 class=\"wp-block-heading\">Captcha Settings<\/h4>\n\n\n\n<p>Under Google reCAPTCHA, the admin can:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Choose to display reCAPTCHA on create ticket and reply ticket form.<\/li>\n\n\n\n<li>Specify reCAPTCHA site and secret key.<\/li>\n<\/ul>\n\n\n\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" src=\"https:\/\/storecdn.webkul.com\/showcase\/590\/1734953556.png\" alt=\"google recaptcha\" loading=\"lazy\" \/><\/figure>\n\n\n\n<h4 class=\"wp-block-heading\"><strong>Add reCAPTCHA on create\/reply ticket form<\/strong><\/h4>\n\n\n\n<p>If enabled, then reCAPTCHA will display while creating\/replying a ticket.<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" src=\"https:\/\/storecdn.webkul.com\/showcase\/590\/1734955623.png\" alt=\"recaptcha\" loading=\"lazy\" \/><\/figure>\n\n\n\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" src=\"https:\/\/storecdn.webkul.com\/showcase\/590\/1734956259.png\" alt=\"recaptcha\" 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>How to Create reCAPTCHA Credentials<\/strong><\/h3>\n<\/div><\/div>\n\n\n\n<p>To get the Credentials of reCaptcha, the admin has to create\/signup to their accounts from the link: <a href=\"https:\/\/www.google.com\/recaptcha\">https:\/\/www.google.com\/recaptcha<\/a><\/p>\n\n\n\n<figure class=\"wp-block-image\"><a href=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2019\/04\/10-2.jpg\"><img decoding=\"async\" width=\"1273\" height=\"662\" src=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2019\/04\/10-2.jpg\" alt=\"10\" class=\"wp-image-170401\" srcset=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2019\/04\/10-2.jpg 1273w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2019\/04\/10-2-250x130.jpg 250w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2019\/04\/10-2-300x156.jpg 300w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2019\/04\/10-2-768x399.jpg 768w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2019\/04\/10-2-1200x624.jpg 1200w\" sizes=\"(max-width: 1273px) 100vw, 1273px\" loading=\"lazy\" \/><\/a><\/figure>\n\n\n\n<p>Admin needs to either create a new account or login into its existing account to move ahead.<\/p>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter\"><a href=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2019\/04\/11.jpg\"><img decoding=\"async\" width=\"475\" height=\"517\" src=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2019\/04\/11.jpg\" alt=\"11\" class=\"wp-image-170403\" srcset=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2019\/04\/11.jpg 475w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2019\/04\/11-229x249.jpg 229w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2019\/04\/11-276x300.jpg 276w\" sizes=\"(max-width: 475px) 100vw, 475px\" loading=\"lazy\" \/><\/a><\/figure>\n<\/div>\n\n\n<p>Once logged in, admin needs to fill necessary information to get the reCAPTCHA credentials.<\/p>\n\n\n\n<figure class=\"wp-block-image\"><a href=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2019\/04\/12-1.jpg\"><img decoding=\"async\" width=\"1281\" height=\"1198\" src=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2019\/04\/12-1.jpg\" alt=\"12\" class=\"wp-image-170404\" srcset=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2019\/04\/12-1.jpg 1281w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2019\/04\/12-1-250x234.jpg 250w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2019\/04\/12-1-300x281.jpg 300w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2019\/04\/12-1-768x718.jpg 768w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2019\/04\/12-1-1095x1024.jpg 1095w\" sizes=\"(max-width: 1281px) 100vw, 1281px\" loading=\"lazy\" \/><\/a><\/figure>\n\n\n\n<p>Once all the details are filled in, the credentials for reCAPTCHA will generate.<\/p>\n\n\n\n<figure class=\"wp-block-image\"><a href=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2019\/04\/13-1.jpg\"><img decoding=\"async\" width=\"1285\" height=\"663\" src=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2019\/04\/13-1.jpg\" alt=\"13\" class=\"wp-image-170408\" srcset=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2019\/04\/13-1.jpg 1285w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2019\/04\/13-1-250x129.jpg 250w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2019\/04\/13-1-300x155.jpg 300w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2019\/04\/13-1-768x396.jpg 768w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2019\/04\/13-1-1200x619.jpg 1200w\" sizes=\"(max-width: 1285px) 100vw, 1285px\" loading=\"lazy\" \/><\/a><\/figure>\n\n\n\n<p><strong>IMAP email server settings<\/strong><\/p>\n\n\n\n<p>After installing the module the admin needs to configure the IMAP email server settings from the \u201cCustomer Service\u201d tab, which will create a new ticket for all the new received messages on email.<\/p>\n\n\n\n<figure class=\"wp-block-image\"><img decoding=\"async\" width=\"1200\" height=\"826\" src=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2022\/07\/Configure-IMAP-1200x826.png\" alt=\"Configure-IMAP\" class=\"wp-image-345070\" srcset=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2022\/07\/Configure-IMAP-1200x826.png 1200w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2022\/07\/Configure-IMAP-300x207.png 300w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2022\/07\/Configure-IMAP-250x172.png 250w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2022\/07\/Configure-IMAP-768x529.png 768w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2022\/07\/Configure-IMAP-1536x1057.png 1536w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2022\/07\/Configure-IMAP-2048x1410.png 2048w\" sizes=\"(max-width: 1200px) 100vw, 1200px\" loading=\"lazy\" \/><\/figure>\n\n\n\n<h4 class=\"wp-block-heading\"><strong>Create new ticket<\/strong><\/h4>\n\n\n\n<p>Click on &#8216;Create new ticket&#8217; button to add a ticket on customer&#8217;s behalf. By default, when the admin creates a ticket, its status will remain \u201cOPEN\u201d.<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" src=\"https:\/\/storecdn.webkul.com\/showcase\/590\/1735015840.png\" alt=\"create ticket\" loading=\"lazy\" \/><\/figure>\n\n\n\n<div class=\"wk-index-wrap\"><div class=\"block-wrap\">\n<h3 class=\"wp-block-heading index-title\">Agents<\/h3>\n<\/div><\/div>\n\n\n\n<p>Under this tab, the admin can add agents and assign them to a group. Each group will associate with a query type. Any customer ticket with that query type will be handled by the agents of that group.<\/p>\n\n\n\n<p><strong>Note:<\/strong>&nbsp;Before creating agents, the admin has to create a profile on PrestaShop.<\/p>\n\n\n\n<p>Go to <strong>Advanced Parameters -&gt; Team -&gt; Profiles<\/strong><\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" src=\"https:\/\/storecdn.webkul.com\/showcase\/590\/1735017454.png\" alt=\"add profile\" loading=\"lazy\" \/><\/figure>\n\n\n\n<p>Click on &#8216;Add new profile&#8217; button, enter profile name, and click on save.<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" src=\"https:\/\/storecdn.webkul.com\/showcase\/590\/1735017771.png\" alt=\"add profile\" loading=\"lazy\" \/><\/figure>\n\n\n\n<p>Once the Profile has been created, they will display on the \u201cProfiles\u201d page.<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" src=\"https:\/\/storecdn.webkul.com\/showcase\/590\/1735018164.png\" alt=\"profiles\" loading=\"lazy\" \/><\/figure>\n\n\n\n<p>Now, give the required permission to these profiles. Go to Advanced Parameters -&gt; Team -&gt; Permissions.<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" src=\"https:\/\/storecdn.webkul.com\/showcase\/590\/1735018511.png\" alt=\"permissions\" loading=\"lazy\" \/><\/figure>\n\n\n\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" src=\"https:\/\/storecdn.webkul.com\/showcase\/590\/1735018711.png\" alt=\"permissions\" loading=\"lazy\" \/><\/figure>\n\n\n\n<p>After creating profiles and assigning them the permissions, the admin now needs to add employees in PrestaShop. Go to Advanced Parameters -&gt; Team -&gt; Employees.<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" src=\"https:\/\/storecdn.webkul.com\/showcase\/590\/1735020951.png\" alt=\"add employee\" loading=\"lazy\" \/><\/figure>\n\n\n\n<p>Fill the required details to add a new employee.<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" src=\"https:\/\/storecdn.webkul.com\/showcase\/590\/1735021184.png\" alt=\"add employees\" loading=\"lazy\" \/><\/figure>\n\n\n\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" src=\"https:\/\/storecdn.webkul.com\/showcase\/590\/1735021470.png\" alt=\"employees\" loading=\"lazy\" \/><\/figure>\n\n\n\n<p>After creating employees, the admin can now add agents for help desk. Click on &#8216;Add new agent&#8217; button under the &#8216;Agents&#8217; tab.<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" src=\"https:\/\/storecdn.webkul.com\/showcase\/590\/1735022405.png\" alt=\"add new agent\" loading=\"lazy\" \/><\/figure>\n\n\n\n<p>On clicking the button, a form appears on the page where the admin needs to select the employee and his\/her access rights.<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" src=\"https:\/\/storecdn.webkul.com\/showcase\/590\/1735022986.png\" alt=\"add ticket agent\" loading=\"lazy\" \/><\/figure>\n\n\n\n<p>Once added, the admin can view it under &#8216;Agents&#8217; tab.<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" src=\"https:\/\/storecdn.webkul.com\/showcase\/590\/1735023340.png\" alt=\"agents\" loading=\"lazy\" \/><\/figure>\n\n\n\n<p>The admin can enable, disable, edit, or delete an agent. <\/p>\n\n\n\n<p>Also, the admin can view the access rights of an agent by clicking on the &#8216;View&#8217; button.<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" src=\"https:\/\/storecdn.webkul.com\/showcase\/590\/1735023729.png\" alt=\"agent\" loading=\"lazy\" \/><\/figure>\n\n\n\n<p>The admin can update the access rights of an agent by clicking on the &#8216;Edit&#8217; button.<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" src=\"https:\/\/storecdn.webkul.com\/showcase\/590\/1735023932.png\" alt=\"edit agent access rights\" loading=\"lazy\" \/><\/figure>\n\n\n\n<div class=\"wk-index-wrap\"><div class=\"block-wrap\">\n<h3 class=\"wp-block-heading index-title\">Group Management<\/h3>\n<\/div><\/div>\n\n\n\n<p>After creating agents, the admin can assign these agents to groups.<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" src=\"https:\/\/storecdn.webkul.com\/showcase\/590\/1735038997.png\" alt=\"add group\" loading=\"lazy\" \/><\/figure>\n\n\n\n<p>Admin can create new groups by clicking on the \u201cAdd new group\u201d button. Enter the name of group and select the agents to be assigned to the group.<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" src=\"https:\/\/storecdn.webkul.com\/showcase\/590\/1735039654.png\" alt=\"add group\" loading=\"lazy\" \/><\/figure>\n\n\n\n<p>Once added, the list of groups will display under &#8220;Groups&#8221;.<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" src=\"https:\/\/storecdn.webkul.com\/showcase\/590\/1735040063.png\" alt=\"groups\" loading=\"lazy\" \/><\/figure>\n\n\n\n<p>The admin can enable, disable, edit, or delete the group.<\/p>\n\n\n\n<div class=\"wk-index-wrap\"><div class=\"block-wrap\">\n<h3 class=\"wp-block-heading index-title\">Ticket Status<\/h3>\n<\/div><\/div>\n\n\n\n<p>The admin can add custom ticket statuses from the back office as per need. By default, the admin gets six ticket statuses. Also, the admin can edit or delete these default statuses.<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" src=\"https:\/\/storecdn.webkul.com\/showcase\/590\/1735040719.png\" alt=\"ticket status\" loading=\"lazy\" \/><\/figure>\n\n\n\n<p>Click on &#8216;Add new status&#8217; to create new ticket status.<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" src=\"https:\/\/storecdn.webkul.com\/showcase\/590\/1735041527.png\" alt=\"add ticket status\" loading=\"lazy\" \/><\/figure>\n\n\n\n<div class=\"wk-index-wrap\"><div class=\"block-wrap\">\n<h3 class=\"wp-block-heading index-title\">Status Mapping<\/h3>\n<\/div><\/div>\n\n\n\n<p>Under this tab, the admin can map two statuses. By default, the admin will get the status mapped with their own status type. Such as open with open.<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" src=\"https:\/\/storecdn.webkul.com\/showcase\/590\/1735041901.png\" alt=\"status mapping\" loading=\"lazy\" \/><\/figure>\n\n\n\n<p>On editing the status, the admin can map a status to any other status.<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" src=\"https:\/\/storecdn.webkul.com\/showcase\/590\/1735043232.png\" alt=\"status mapping\" loading=\"lazy\" \/><\/figure>\n\n\n\n<div class=\"wk-index-wrap\"><div class=\"block-wrap\">\n<h3 class=\"wp-block-heading index-title\">Query Types<\/h3>\n<\/div><\/div>\n\n\n\n<p>An eCommerce site can have any kind of queries such as pre-sale queries, post-sale queries, support-related queries, etc. <\/p>\n\n\n\n<p>It is important to create the query type and assign them to a particular group so that only the agents of the assigned group can see the ticket of the particular type of query.<\/p>\n\n\n\n<p>While creating a ticket on the store, customer will have to choose the suitable query type.<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" src=\"https:\/\/storecdn.webkul.com\/showcase\/590\/1735043732.png\" alt=\"Query Types\" loading=\"lazy\" \/><\/figure>\n\n\n\n<p>Click on &#8216;Add new query type&#8217; button to create a new query type. Enter query type name and assign a group to it.<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" src=\"https:\/\/storecdn.webkul.com\/showcase\/590\/1735044286.png\" alt=\"add query type\" loading=\"lazy\" \/><\/figure>\n\n\n\n<div class=\"wk-index-wrap\"><div class=\"block-wrap\">\n<h3 class=\"wp-block-heading index-title\">Predefined Messages<\/h3>\n<\/div><\/div>\n\n\n\n<p>Under this tab, the admin can add predefined messages that he or agents can use to reply on a ticket.<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" src=\"https:\/\/storecdn.webkul.com\/showcase\/590\/1735045958.png\" alt=\"predefined message\" loading=\"lazy\" \/><\/figure>\n\n\n\n<p>Click on &#8216;Add new message&#8217; to add a predefined message.<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" src=\"https:\/\/storecdn.webkul.com\/showcase\/590\/1735046267.png\" alt=\"predefined message\" loading=\"lazy\" \/><\/figure>\n\n\n\n<p>Once added, the admin can view it under &#8216;Predefined messages&#8217; tab.<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" src=\"https:\/\/storecdn.webkul.com\/showcase\/590\/1735202853.png\" alt=\"predefined message\" loading=\"lazy\" \/><\/figure>\n\n\n\n<div class=\"wk-index-wrap\"><div class=\"block-wrap\">\n<h3 class=\"wp-block-heading index-title\">Priorities<\/h3>\n<\/div><\/div>\n\n\n\n<p>Under this tab, admin can add the priorities that will display to him on the tickets in the back office. <\/p>\n\n\n\n<p>Adding priorities will help admin identify specific tickets in a list of tickets that needs be handled first.<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" src=\"https:\/\/storecdn.webkul.com\/showcase\/590\/1735208497.png\" alt=\"add priorities\" loading=\"lazy\" \/><\/figure>\n\n\n\n<p>Click on &#8216;Add new priority&#8217; button to add priority.<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" src=\"https:\/\/storecdn.webkul.com\/showcase\/590\/1735209009.png\" alt=\"add priority\" loading=\"lazy\" \/><\/figure>\n\n\n\n<p>The admin can add a priority by adding the priority title and setting the background &amp; text color of priority.<\/p>\n\n\n\n<p>Once added, the admin can view it under &#8220;Priorities&#8221;.<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" src=\"https:\/\/storecdn.webkul.com\/showcase\/590\/1735209417.png\" alt=\"priorities\" loading=\"lazy\" \/><\/figure>\n\n\n\n<p>The admin can enable, disable, edit, or delete the priority.<\/p>\n\n\n\n<div class=\"wk-index-wrap\"><div class=\"block-wrap\">\n<h3 class=\"wp-block-heading index-title\">Customer End Flow<\/h3>\n<\/div><\/div>\n\n\n\n<p>As discussed in the earlier section of the blog, customers can create ticket from header, contact us page, and order details page.<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" src=\"https:\/\/storecdn.webkul.com\/showcase\/590\/1735203904.png\" alt=\"create ticket\" loading=\"lazy\" \/><\/figure>\n\n\n\n<p>On clicking the &#8216;Create ticket&#8217; option, a form appears on the page where the customer needs to select\/fill the required details to create a ticket.<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" src=\"https:\/\/storecdn.webkul.com\/showcase\/590\/1735205111.png\" alt=\"create ticket\" loading=\"lazy\" \/><\/figure>\n\n\n\n<p><strong>Note:-<\/strong> <\/p>\n\n\n\n<p>Based on the query type, the ticket will display to the assigned group. The agents in the group will reply to this ticket. <\/p>\n\n\n\n<p>All the tickets will display to the admin so that the admin can also reply to the tickets. Once the ticket is created, the ticket will display to the assigned group. <\/p>\n\n\n\n<p>Go to Help Desk management-&gt; All Tickets.<\/p>\n\n\n\n<p>After the successful installation of the module, a new tab &#8220;Ticket List&#8221; gets available in customer&#8217;s account. <\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" src=\"https:\/\/storecdn.webkul.com\/showcase\/590\/1735205460.png\" alt=\"tickets\" loading=\"lazy\" \/><\/figure>\n\n\n\n<p>Customers can view a list of tickets they have created by clicking on &#8220;Ticket List&#8221; tab.<\/p>\n\n\n\n<figure class=\"wp-block-image size-full\"><img decoding=\"async\" width=\"1176\" height=\"642\" src=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2025\/09\/ticketlist-1.webp\" alt=\"Ticket List in the Front Office\" class=\"wp-image-505471\" srcset=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2025\/09\/ticketlist-1.webp 1176w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2025\/09\/ticketlist-1-300x164.webp 300w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2025\/09\/ticketlist-1-250x136.webp 250w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2025\/09\/ticketlist-1-768x419.webp 768w\" sizes=\"(max-width: 1176px) 100vw, 1176px\" loading=\"lazy\" \/><\/figure>\n\n\n\n<p>Under Ticket List tab, the customer can view:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Status of ticket.<\/li>\n\n\n\n<li>Date and time of ticket creation.<\/li>\n<\/ul>\n\n\n\n<p>Also, the customer can view ticket details by clicking on the &#8216;eye&#8217; icon.<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" src=\"https:\/\/storecdn.webkul.com\/showcase\/590\/1735207528.png\" alt=\"ticket details\" loading=\"lazy\" \/><\/figure>\n\n\n\n<div class=\"wk-index-wrap\"><div class=\"block-wrap\">\n<h3 class=\"wp-block-heading index-title\">Tickets &#8211; Admin End Flow<\/h3>\n<\/div><\/div>\n\n\n\n<p>Under Tickets, the admin can:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>View a list of all the tickets created by customers on the store.<\/li>\n\n\n\n<li>Check the tickets as per their status.<\/li>\n\n\n\n<li>Search for tickets locally as well as globally.<\/li>\n\n\n\n<li>Create new tickets on customers&#8217; behalf.<\/li>\n\n\n\n<li>Date and time of ticket creation<\/li>\n<\/ul>\n\n\n\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" width=\"1200\" height=\"606\" src=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2025\/09\/ticketlistingbackoffice-1200x606.webp\" alt=\"Tickets listing on the Admin's end\" class=\"wp-image-505485\" srcset=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2025\/09\/ticketlistingbackoffice-1200x606.webp 1200w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2025\/09\/ticketlistingbackoffice-300x151.webp 300w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2025\/09\/ticketlistingbackoffice-250x126.webp 250w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2025\/09\/ticketlistingbackoffice-768x388.webp 768w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2025\/09\/ticketlistingbackoffice.webp 1292w\" sizes=\"(max-width: 1200px) 100vw, 1200px\" loading=\"lazy\" \/><\/figure>\n\n\n\n<p><strong>Search Filters<\/strong><\/p>\n\n\n\n<p>PrestaShop Helpdesk provides two types of filters filters for ticket search. One is global filter and the second is local filter.<\/p>\n\n\n\n<p>Global filters allow admin to search tickets from the whole database. With local search, the admin can search for tickets in the list.<\/p>\n\n\n\n<p><strong>Create ticket on customer behalf<\/strong><\/p>\n\n\n\n<p>The admin can also create ticket on behalf of customers by clicking on &#8216;Create new ticket&#8217; button.<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" src=\"https:\/\/storecdn.webkul.com\/showcase\/590\/1735221820.png\" alt=\"create ticket\" loading=\"lazy\" \/><\/figure>\n\n\n\n<p><strong>View Generated Tickets from Order listing page<\/strong><\/p>\n\n\n\n<p>The agent and admin can also check the ticket generated on any order.&nbsp;On clicking the &#8216;eye&#8217; icon, the agent or admin gets redirected to the ticket details page.<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" src=\"https:\/\/storecdn.webkul.com\/showcase\/590\/1735282893.png\" alt=\"orders\" loading=\"lazy\" \/><\/figure>\n\n\n\n<h4 class=\"wp-block-heading\">View Ticket Details<\/h4>\n\n\n\n<p>The admin can view details of a ticket by clicking on the ticket ID or subject.<\/p>\n\n\n\n<p>On the ticket details page, the admin can:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Change the agent assigned to a ticket.<\/li>\n\n\n\n<li>Set the priority of a ticket.<\/li>\n\n\n\n<li>Change the status of ticket.<\/li>\n\n\n\n<li>Delete the ticket.<\/li>\n\n\n\n<li>Mark ticket as spam.<\/li>\n\n\n\n<li>Select the reply type.<\/li>\n\n\n\n<li>Select predefined message to send to customer.<\/li>\n\n\n\n<li>Specify the message to send to the customer.<\/li>\n\n\n\n<li>Add voucher.<\/li>\n<\/ul>\n\n\n\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" width=\"640\" height=\"1024\" src=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2025\/09\/ticket-640x1024.webp\" alt=\"View Ticket Details\" class=\"wp-image-505486\" srcset=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2025\/09\/ticket-640x1024.webp 640w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2025\/09\/ticket-187x300.webp 187w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2025\/09\/ticket-156x249.webp 156w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2025\/09\/ticket-768x1229.webp 768w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2025\/09\/ticket-960x1536.webp 960w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2025\/09\/ticket.webp 1078w\" sizes=\"(max-width: 640px) 100vw, 640px\" loading=\"lazy\" \/><\/figure>\n\n\n\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" width=\"747\" height=\"1024\" src=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2025\/09\/answeredbyadmin-747x1024.webp\" alt=\"Ticket status updated to answered by admin\" class=\"wp-image-505456\" srcset=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2025\/09\/answeredbyadmin-747x1024.webp 747w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2025\/09\/answeredbyadmin-219x300.webp 219w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2025\/09\/answeredbyadmin-182x249.webp 182w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2025\/09\/answeredbyadmin-768x1052.webp 768w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2025\/09\/answeredbyadmin.webp 1081w\" sizes=\"(max-width: 747px) 100vw, 747px\" loading=\"lazy\" \/><\/figure>\n\n\n\n<p>In the above screenshot, we can view that the admin has changed the status of a ticket to &#8216;Answered&#8217;. Now, the ticket will display under the &#8216;Answered&#8217; tab on the ticket list.<\/p>\n\n\n\n<figure class=\"wp-block-image size-full\"><img decoding=\"async\" width=\"1082\" height=\"571\" src=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2025\/09\/ticketlistbackoffice.webp\" alt=\"Ticket List in the Back Office\" class=\"wp-image-505457\" srcset=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2025\/09\/ticketlistbackoffice.webp 1082w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2025\/09\/ticketlistbackoffice-300x158.webp 300w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2025\/09\/ticketlistbackoffice-250x132.webp 250w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2025\/09\/ticketlistbackoffice-768x405.webp 768w\" sizes=\"(max-width: 1082px) 100vw, 1082px\" loading=\"lazy\" \/><\/figure>\n\n\n\n<p>Customer can view the admin&#8217;s reply on the ticket.<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" width=\"1200\" height=\"602\" src=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2025\/09\/ticketstatusfromopentoans-1200x602.webp\" alt=\"Ticket status changed from Open to Answered\" class=\"wp-image-505472\" srcset=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2025\/09\/ticketstatusfromopentoans-1200x602.webp 1200w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2025\/09\/ticketstatusfromopentoans-300x150.webp 300w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2025\/09\/ticketstatusfromopentoans-250x125.webp 250w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2025\/09\/ticketstatusfromopentoans-768x385.webp 768w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2025\/09\/ticketstatusfromopentoans.webp 1274w\" sizes=\"(max-width: 1200px) 100vw, 1200px\" loading=\"lazy\" \/><\/figure>\n\n\n\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" width=\"821\" height=\"1024\" src=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2025\/09\/adminreply-821x1024.webp\" alt=\"Admin's Reply on the ticket\" class=\"wp-image-505473\" srcset=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2025\/09\/adminreply-821x1024.webp 821w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2025\/09\/adminreply-241x300.webp 241w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2025\/09\/adminreply-200x249.webp 200w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2025\/09\/adminreply-768x958.webp 768w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2025\/09\/adminreply.webp 1206w\" sizes=\"(max-width: 821px) 100vw, 821px\" loading=\"lazy\" \/><\/figure>\n\n\n\n<p><strong>Reply Type<\/strong><\/p>\n\n\n\n<p>There are three types of replies that can be made on a ticket.<\/p>\n\n\n\n<p><strong>Reply<\/strong><\/p>\n\n\n\n<p> Select this type to directly send a message to the customer<\/p>\n\n\n\n<p><strong>Internal Note<\/strong><\/p>\n\n\n\n<p>If the admin wants to save certain important information related to the ticket, then the he can use an internal note. This will not be visible to the customers.<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" width=\"902\" height=\"1024\" src=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2025\/09\/internalnote-902x1024.webp\" alt=\"Internal Note added by admin\" class=\"wp-image-505455\" srcset=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2025\/09\/internalnote-902x1024.webp 902w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2025\/09\/internalnote-264x300.webp 264w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2025\/09\/internalnote-219x249.webp 219w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2025\/09\/internalnote-768x872.webp 768w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2025\/09\/internalnote.webp 1106w\" sizes=\"(max-width: 902px) 100vw, 902px\" loading=\"lazy\" \/><\/figure>\n\n\n\n<p><strong>Forward<\/strong><\/p>\n\n\n\n<p>This reply type lets the admin assign ticket to an agent.<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" width=\"1079\" height=\"1024\" src=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2025\/09\/assign-1-1079x1024.webp\" alt=\"Select agent to whom you want to assign this ticket\" class=\"wp-image-505441\" srcset=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2025\/09\/assign-1-1079x1024.webp 1079w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2025\/09\/assign-1-300x285.webp 300w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2025\/09\/assign-1-250x237.webp 250w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2025\/09\/assign-1-768x729.webp 768w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2025\/09\/assign-1.webp 1085w\" sizes=\"(max-width: 1079px) 100vw, 1079px\" loading=\"lazy\" \/><\/figure>\n\n\n\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" width=\"760\" height=\"1024\" src=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2025\/09\/ticketsassigned-760x1024.webp\" alt=\"Tickets Assigned by Super Admin\" class=\"wp-image-505444\" srcset=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2025\/09\/ticketsassigned-760x1024.webp 760w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2025\/09\/ticketsassigned-223x300.webp 223w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2025\/09\/ticketsassigned-185x249.webp 185w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2025\/09\/ticketsassigned-768x1034.webp 768w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2025\/09\/ticketsassigned.webp 1087w\" sizes=\"(max-width: 760px) 100vw, 760px\" loading=\"lazy\" \/><\/figure>\n\n\n\n<p><strong>Send Predefined Message<\/strong><\/p>\n\n\n\n<p>On the ticket details page, the admin\/agent can select the predefined message they want to send to the customers.<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" width=\"798\" height=\"1024\" src=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2025\/09\/predefinedmessage-798x1024.webp\" alt=\"Predefined message selected by admin\" class=\"wp-image-505453\" srcset=\"https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2025\/09\/predefinedmessage-798x1024.webp 798w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2025\/09\/predefinedmessage-234x300.webp 234w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2025\/09\/predefinedmessage-194x249.webp 194w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2025\/09\/predefinedmessage-768x985.webp 768w, https:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2025\/09\/predefinedmessage.webp 1082w\" sizes=\"(max-width: 798px) 100vw, 798px\" loading=\"lazy\" \/><\/figure>\n\n\n\n<p><strong>Front End View<\/strong><\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" src=\"https:\/\/storecdn.webkul.com\/showcase\/590\/1735221269.png\" alt=\"ticket details\" loading=\"lazy\" \/><\/figure>\n\n\n\n<p>This was all about PrestaShop Helpdesk module. I hope this document will help you in checking the functionality of the module in a better way.<\/p>\n\n\n\n<p>Also, do let us know about your views in the comments.<\/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>For any kind of technical assistance or query, please&nbsp;<a href=\"https:\/\/webkul.uvdesk.com\/en\/customer\/create-ticket\/\">raise a ticket<\/a>&nbsp;or send us a mail at&nbsp;<strong>support@webkul.com<\/strong><\/p>\n\n\n\n<p>Also, please explore our&nbsp;<a href=\"https:\/\/webkul.com\/prestashop-development\/\">Prestashop development services<\/a>&nbsp;and vast range of quality&nbsp;<a href=\"https:\/\/store.webkul.com\/PrestaShop-Extensions.html\">Prestashop addons<\/a>.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>PrestaShop Helpdesk: Provide customers with outstanding support by incorporating a helpdesk system into your PrestaShop store. With PrestaShop Helpdesk, customers can create tickets regarding their orders, issues, queries, etc. The module adds a dedicated tab in customers&#8217; accounts from where they can view a list of all the tickets they have created, track ticket status, <a href=\"https:\/\/webkul.com\/blog\/prestashop-helpdesk\/\">[&#8230;]<\/a><\/p>\n","protected":false},"author":57,"featured_media":47581,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[2052,209],"tags":[7028,7289,3000,7287,3001,7286,7055,7288,4047,843],"class_list":["post-46495","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-helpdesk","category-prestashop","tag-customer-service","tag-help","tag-help-desk","tag-online-support","tag-prestashop-help-desk","tag-prestashop-support-ticket","tag-service","tag-support","tag-ticket-support-extension","tag-ticket-system"],"yoast_head":"<!-- This site is optimized 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