{"id":5633,"date":"2014-02-10T10:07:46","date_gmt":"2014-02-10T10:07:46","guid":{"rendered":"http:\/\/webkul.com\/blog\/?p=5633"},"modified":"2015-05-13T13:38:28","modified_gmt":"2015-05-13T13:38:28","slug":"magento-help-desk-extension","status":"publish","type":"post","link":"https:\/\/webkul.com\/blog\/magento-help-desk-extension\/","title":{"rendered":"Magento Help Desk Extension"},"content":{"rendered":"<p>Magento support ticket\u00a0module\u00a0is the single best ticket System for Magento platform. With the help of this help desk module customer can generate ticket to admin and store owner can easily manage the customer support management.<\/p>\n<div class=\"panel panel-primary\">\n<div class=\"panel-heading\">\n<h3 class=\"panel-title\"><i class=\"fa fa-mail-forward\"><\/i>Features<\/h3>\n<\/div>\n<div class=\"panel-body\">\n<ul>\n<li>Admin can create Departments.<\/li>\n<li>Admin can create Staffs.<\/li>\n<li>Admin can create Staff-Groups.<\/li>\n<li>Staff user communication.<\/li>\n<li>Very easy to use.<\/li>\n<li>Based on osTicket means all the features will be like osTicket.<\/li>\n<li>Department Admin can assign the ticket to Staff.<\/li>\n<li>The admin can become super admin and can view all the tickets irrelevant of departments.<\/li>\n<li>Ticket status check using email and ticket id.<\/li>\n<li>Ticket search and filter option.<\/li>\n<li>Customer can view all previous tickets at one place.<\/li>\n<li>Admin or Super Admin can transfer the department of staff.<\/li>\n<li>Any type of file can be uploaded with defined file size in Admin.<\/li>\n<\/ul>\n<\/div>\n<\/div>\n<div class=\"panel panel-success\">\n<div class=\"panel-heading\">\n<h3 class=\"panel-title\"><i class=\"fa fa-cog\"><\/i>Installation<\/h3>\n<\/div>\n<div class=\"panel-body\">\n<p>Its pretty easy you just need to move app and skin folder in to magento root that\u2019s it.<\/p>\n<p><a href=\"http:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2014\/02\/1.png\"><img decoding=\"async\" src=\"http:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2014\/02\/1.png\" alt=\"1\" loading=\"lazy\" \/><\/a><\/p>\n<p>After moving both the folder flush the cache from Magento admin module. Under system &gt;\u00a0 cache management.<\/p>\n<p><a href=\"http:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2014\/04\/cache2.png\"><img decoding=\"async\" src=\"http:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2014\/04\/cache2.png\" alt=\"cache\" loading=\"lazy\" \/><\/a>\n<\/div>\n<\/div>\n<div class=\"panel panel-success\">\n<div class=\"panel-heading\">\n<h3 class=\"panel-title\"><i class=\"fa fa-arrow-right\"><\/i>Ticket System<\/h3>\n<\/div>\n<div class=\"panel-body\">\n<p>After successful installation of the module you will see a menu in magento admin for Ticket System.<\/p>\n<p><a href=\"http:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2015\/05\/Configuration-System-Magento-Admin.png\"><img decoding=\"async\" src=\"http:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2015\/05\/Configuration-System-Magento-Admin.png\" alt=\"main menu\" loading=\"lazy\" \/><\/a><\/p>\n<p>As you can see there are four menus under Ticket System, let&#8217;s explain each menu one by one.<\/p>\n<div class=\"alert alert-info\" role=\"alert\">Manage Staff<\/div>\n<p>This menu is responsible for Adding and Managing Staff Detail.<\/p>\n<p><a href=\"http:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2014\/02\/7.png\"><img decoding=\"async\" src=\"http:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2014\/02\/7.png\" alt=\"7\" loading=\"lazy\" \/><\/a><\/p>\n<p>Click &#8220;Add Staff&#8221; to add staff detail. Here you need to enter first name, last name, email id, password, confirm password, select the department in which you want to assign them and status of staff.<\/p>\n<p><a href=\"http:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2014\/02\/8.png\"><img decoding=\"async\" src=\"http:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2014\/02\/8.png\" alt=\"8\" loading=\"lazy\" \/><\/a><\/p>\n<p>You can also delete or change status of staff in bulk.<\/p>\n<p><a href=\"http:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2014\/02\/9.png\"><img decoding=\"async\" src=\"http:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2014\/02\/9.png\" alt=\"9\" loading=\"lazy\" \/><\/a><\/p>\n<p>For Editing the staff detail click on the row of the grid and edit the required detail.<\/p>\n<p><a href=\"http:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2014\/02\/10.png\"><img decoding=\"async\" src=\"http:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2014\/02\/10.png\" alt=\"10\" loading=\"lazy\" \/><\/a><\/p>\n<p>After creating staff you can create admin for particular department:<\/p>\n<p>For this go to ticket system -&gt; Manage Department -&gt; &#8220;select the required department to assign admin&#8221;.<\/p>\n<p>Here in department admin select the name of the staff whom you want to assign the admin role.<\/p>\n<p><a href=\"http:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2014\/02\/15.png\"><img decoding=\"async\" src=\"http:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2014\/02\/15.png\" alt=\"15\" loading=\"lazy\" \/><\/a><\/p>\n<p>If you assign any staff to admin then you can also assign the role of super admin. for this go to Ticket System -&gt; Manage Staff -&gt; &#8220;select the staff to assign as super admin who is already an admin&#8221;.<\/p>\n<p>Here there is option of Is super Admin select it as &#8220;YES&#8221;.<\/p>\n<p><a href=\"http:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2014\/02\/16.png\"><img decoding=\"async\" src=\"http:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2014\/02\/16.png\" alt=\"16\" loading=\"lazy\" \/><\/a><\/p>\n<div class=\"alert alert-info\" role=\"alert\">Manage Departments<\/div>\n<p>This menu is responsible for Adding and Managing department detail.<\/p>\n<p><a href=\"http:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2014\/02\/3.png\"><img decoding=\"async\" src=\"http:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2014\/02\/3.png\" alt=\"3\" loading=\"lazy\" \/><\/a><\/p>\n<p>Click &#8220;Add New Department&#8221; to add new department detail. Here you need to add Department Name and select Status for department.<\/p>\n<p><a href=\"http:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2014\/02\/4.png\"><img decoding=\"async\" src=\"http:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2014\/02\/4.png\" alt=\"4\" loading=\"lazy\" \/><\/a><\/p>\n<p>You can also delete or change status of departments in bulk.<\/p>\n<p><a href=\"http:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2014\/02\/5.png\"><img decoding=\"async\" src=\"http:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2014\/02\/5.png\" alt=\"5\" loading=\"lazy\" \/><\/a><\/p>\n<p>For Editing the department detail click on the row of the grid and edit the required detail.<\/p>\n<p><a href=\"http:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2014\/02\/6.png\"><img decoding=\"async\" src=\"http:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2014\/02\/6.png\" alt=\"6\" loading=\"lazy\" \/><\/a><\/p>\n<div class=\"alert alert-info\" role=\"alert\">Manage Staff-Groups<\/div>\n<p>From this menu you can create staff-groups, so that you can assign a ticket to group of tickets, so that, that group can interact simultaneously.<\/p>\n<p><a href=\"http:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2014\/02\/Staff-Group-Grid.png\"><img decoding=\"async\" src=\"http:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2014\/02\/Staff-Group-Grid.png\" alt=\"Staff-Group-Grid\" loading=\"lazy\" \/><\/a><\/p>\n<p>To create a staff group click on the buttom &#8220;add staff group&#8221; then a form will display from there you can fill required field to create staff.<\/p>\n<p><a href=\"http:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2014\/02\/staff-group-form.png\"><img decoding=\"async\" src=\"http:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2014\/02\/staff-group-form.png\" alt=\"staff-group-form\" loading=\"lazy\" \/><\/a> <\/p>\n<div class=\"alert alert-info\" role=\"alert\">Configuration<\/div>\n<p>Here You need to enter the size of file and Admin Email ID.<\/p>\n<p><a href=\"http:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2014\/02\/14.png\"><img decoding=\"async\" src=\"http:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2014\/02\/14.png\" alt=\"14\" loading=\"lazy\" \/><\/a><\/p>\n<p>Now, I am going to explain how Customer generate a Ticket From Front End:<\/p>\n<p>Click on &#8220;Support Ticket&#8221; on the Right Top of the page as per screen shot.<\/p>\n<p><a href=\"http:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2014\/02\/2-10-2014-2-53-55-PM.png\"><img decoding=\"async\" src=\"http:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2014\/02\/2-10-2014-2-53-55-PM.png\" alt=\"2-10-2014 2-53-55 PM\" loading=\"lazy\" \/><\/a><\/p>\n<p>After Clicking on the Support Ticket, a page opens which contain two Buttons as per screen shot.<\/p>\n<p><a href=\"http:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2014\/02\/18.png\"><img decoding=\"async\" src=\"http:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2014\/02\/18.png\" alt=\"18\" loading=\"lazy\" \/><\/a><\/p>\n<p><strong>1. Open A New Ticket: <\/strong>Here customer submit ticket. For submitting ticket you need to enter Full name, Email ID, Telephone Number, Help Topic, Subject of Ticket and Your Query. If you have any attachment regarding ticket then you need to upload the attachment as per screen shot.<\/p>\n<p><a href=\"http:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2014\/02\/19.png\"><img decoding=\"async\" src=\"http:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2014\/02\/19.png\" alt=\"19\" loading=\"lazy\" \/><\/a><\/p>\n<p>After creating ticket, ticket number generate which you need to note down for future communication.<\/p>\n<p><a href=\"http:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2014\/02\/20.png\"><img decoding=\"async\" src=\"http:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2014\/02\/20.png\" alt=\"20\" loading=\"lazy\" \/><\/a><\/p>\n<p><strong>2. Check Ticket Status- <\/strong>If a customer already generate ticket then he can check the status of ticket by entering Ticket ID and email id.<\/p>\n<p><a href=\"http:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2014\/02\/211.png\"><img decoding=\"async\" src=\"http:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2014\/02\/211.png\" alt=\"21\" loading=\"lazy\" \/><\/a><\/p>\n<p>After entering the details a customer can view generated ticket.<\/p>\n<p><a href=\"http:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2014\/02\/22.png\"><img decoding=\"async\" src=\"http:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2014\/02\/22.png\" alt=\"22\" loading=\"lazy\" \/><\/a><\/p>\n<p>In the above screenshot you can see three tabs:<\/p>\n<p>1) Home: On clicking home it will redirect you home page of ticket system.<\/p>\n<p>2) Open New Ticket: On clicking open new ticket you can raise another ticket.<\/p>\n<p>3) My Tickets: On clicking you can view all your previously added ticket.<\/p>\n<p><a href=\"http:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2014\/02\/23.png\"><img decoding=\"async\" src=\"http:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2014\/02\/23.png\" alt=\"23\" loading=\"lazy\" \/><\/a><\/p>\n<p>Now move to admin means that how admin assign ticket to staff:<\/p>\n<p>Ticket can be assign by both admin or super admin to staff<\/p>\n<p style=\"text-align: left;\"><em>\u00a0[stextbox id=&#8221;info&#8221;]the only difference between admin and super admin is that admin can view only its department ticket and super admin can view all the ticket irrelevant to its department.[\/stextbox]<\/em><\/p>\n<p>for login as admin in your url write<\/p>\n<p><em>&lt;your url&gt;\/ticketsystem\/staff<\/em><\/p>\n<p><a href=\"http:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2014\/02\/24.png\"><img decoding=\"async\" src=\"http:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2014\/02\/24.png\" alt=\"24\" loading=\"lazy\" \/><\/a><\/p>\n<p>Here enter admin email id and password<\/p>\n<p><a href=\"http:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2014\/02\/25.png\"><img decoding=\"async\" src=\"http:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2014\/02\/25.png\" alt=\"25\" loading=\"lazy\" \/><\/a><\/p>\n<p>After login Admin can see the grid Which contain few tabs which i explain you one by one:<\/p>\n<p><strong>1)<\/strong> Open: In this admin can view all not replied tickets.<\/p>\n<p><strong>2)<\/strong> Answered: In this admin can view all answered ticket.<\/p>\n<p><strong>3)<\/strong> Closed: In this admin can view all closed ticket.<\/p>\n<p><strong>4)<\/strong> My Tickets: In this admin can view all ticket irrespective of open, closed or Answered ticket.<\/p>\n<p><strong>5) <\/strong>Create New Ticket: In this admin can create new ticket.<\/p>\n<p><strong>6)<\/strong> Reset Filter : By clicking this admin can reset search filter.<\/p>\n<p>On clicking any row inside the grid admin can view the ticket details.<\/p>\n<p><a href=\"http:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2014\/02\/27.png\"><img decoding=\"async\" src=\"http:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2014\/02\/27.png\" alt=\"27\" loading=\"lazy\" \/><\/a><\/p>\n<p>The above screenshot contains few tabs which i explain you one by one:<\/p>\n<p><strong>1)<\/strong> Open: In this admin can view all not replied tickets.<\/p>\n<p><strong>2)<\/strong> Answered: In this admin can view all answered ticket.<\/p>\n<p><strong>3)<\/strong> Closed: In this admin can view all closed ticket.<\/p>\n<p><strong>4)<\/strong> My Tickets: In this admin can view all ticket irrespective of open, closed or Answered ticket.<\/p>\n<p><strong>5)<\/strong> Create New Ticket: In this admin can create new ticket.<\/p>\n<p><strong>6)<\/strong> Check Order: On clicking it admin can view order detail.<\/p>\n<p><a href=\"http:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2014\/02\/28.png\"><img decoding=\"async\" src=\"http:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2014\/02\/28.png\" alt=\"28\" loading=\"lazy\" \/><\/a><\/p>\n<p><strong>7)<\/strong> Close: On clicking admin can close the ticket by giving comment.<\/p>\n<p><a href=\"http:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2014\/02\/29.png\"><img decoding=\"async\" src=\"http:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2014\/02\/29.png\" alt=\"29\" loading=\"lazy\" \/><\/a><\/p>\n<p><strong>8) <\/strong>Print: On clicking admin can print the ticket.<\/p>\n<p><strong>9)<\/strong> Post Reply: In this admin can give reply to customer.<\/p>\n<p><a href=\"http:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2014\/02\/30.png\"><img decoding=\"async\" src=\"http:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2014\/02\/30.png\" alt=\"30\" loading=\"lazy\" \/><\/a><\/p>\n<p><strong>10)<\/strong> Dept. Transfer: Admin can transfer the ticket department<br \/>\n<a href=\"http:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2014\/02\/31.png\"><img decoding=\"async\" src=\"http:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2014\/02\/31.png\" alt=\"31\" width=\"300\" height=\"97\" loading=\"lazy\" \/><\/a><\/p>\n<p><strong>11) <\/strong>Assign\/Re-Assign Ticket: Admin can assign or reassign the ticket to staff.<\/p>\n<p><a href=\"http:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2014\/02\/assign.png\"><img decoding=\"async\" src=\"http:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2014\/02\/assign.png\" alt=\"assign-staff or group\" loading=\"lazy\" \/><\/a><\/p>\n<p>Now move to how a Staff View\/Reply the Assigned Ticket:<\/p>\n<p>For login as staff, in your url write<\/p>\n<p><em>&lt;your url&gt;\/ticketsystem\/staff<\/em><br \/>\n<a href=\"http:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2014\/02\/24.png\"><img decoding=\"async\" src=\"http:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2014\/02\/24.png\" alt=\"24\" loading=\"lazy\" \/><\/a><\/p>\n<p>Enter staff login detail<\/p>\n<p><a href=\"http:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2014\/02\/25.png\"><img decoding=\"async\" src=\"http:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2014\/02\/25.png\" alt=\"25\" loading=\"lazy\" \/><\/a><\/p>\n<p>After successful login you can see the grid Which contain few tabs which i explain you one by one:<\/p>\n<p>1) Open: In this you can view all your not replied tickets.<\/p>\n<p>2) Answered: In this you can view all your answered ticket.<\/p>\n<p>3) Closed: In this you can view all your closed ticket.<\/p>\n<p>4) My Tickets: In this you can view all ticket irrespective of open, closed or Answered ticket.<\/p>\n<p>5) Create New Ticket: In this you can create new ticket.<\/p>\n<p>6) Reset Filter: By clicking this you can reset your search filter.<\/p>\n<p>On clicking any row inside the grid your can view the ticket details.<\/p>\n<p><a href=\"http:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2014\/02\/34.png\"><img decoding=\"async\" src=\"http:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2014\/02\/34.png\" alt=\"34\" loading=\"lazy\" \/><\/a><\/p>\n<p>the above screenshot contain few tabs which i explain you one by one:<\/p>\n<p>1) Open: In this you can view all your not replied tickets.<\/p>\n<p>2) Answered: In this you can view all your answered ticket.<\/p>\n<p>3) Closed: In this you can view all your closed ticket.<\/p>\n<p>4) My Tickets: In this you can view all ticket irrespective of open, closed or Answered ticket.<\/p>\n<p>5) Close: On clicking you can close the ticket by giving your comment.<\/p>\n<p><a href=\"http:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2014\/02\/35.png\"><img decoding=\"async\" src=\"http:\/\/cdnblog.webkul.com\/blog\/wp-content\/uploads\/2014\/02\/35.png\" alt=\"35\" loading=\"lazy\" \/><\/a><\/p>\n<p>8) Print: On clicking you can print the ticket.<\/p>\n<p>That\u2019s all for the Ticket System, still have any issue feel free to add a ticket and let us know your views to make the module better\u00a0<a title=\"magento marketplace\" href=\"http:\/\/webkul.com\/ticket\/index.php\"><strong>http:\/\/webkul.com\/ticket\/index.php<\/strong><\/a><\/p>\n<\/div>\n<\/div>\n","protected":false},"excerpt":{"rendered":"<p>Magento support ticket\u00a0module\u00a0is the single best ticket System for Magento platform. With the help of this help desk module customer can generate ticket to admin and store owner can easily manage the customer support management. Features Admin can create Departments. Admin can create Staffs. Admin can create Staff-Groups. Staff user communication. Very easy to use. <a href=\"https:\/\/webkul.com\/blog\/magento-help-desk-extension\/\">[&#8230;]<\/a><\/p>\n","protected":false},"author":16,"featured_media":23226,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[8,599,1149,13],"tags":[2056,2057,842,843],"class_list":["post-5633","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-magento","category-magento-1-8","category-magento1-9","category-php","tag-magento","tag-php","tag-ticket","tag-ticket-system"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v24.5 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Magento Help Desk Extension<\/title>\n<meta name=\"description\" content=\"Magento Help Desk Extension is the best ticket System module for magento platform. 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