Post on 02-Jul-2018
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Help Desk
Magento Extension User Guide
Official extension page: Help Desk
Support: http://amasty.com/contacts/
User Guide: Help Desk
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Table of contents:
1. General Settings……………….………………………………………………….……….…....3 2. Ticket priorities……………………………………………………………………………….….5 3. Quick answering………………………………………………………………………………....7 4. Email accounts configuration…………………………………………….…………………9 5. Store departments creation…………………………………………………………………..11 6. Tickets grid options…………………………………………………………………………..…13 7. Ticket example………………………………………………………………………………….…15 8. 'Create a ticket' CMS page settings…………………………………………………………16 9. Other ticket submission opportunities…………………………………………............21 10. Email notification settings…………………………………………………………………….25
Support: http://amasty.com/contacts/
User Guide: Help Desk
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1. General settings
Support: http://amasty.com/contacts/
To configure the module please go to Help Desk ->Settings
User Guide: Help Desk
Specify after how many days tickets change status from ‘On Hold’ to ‘Closed’
Set which formats are allowed for attachments. If the field is empty, all formats are allowed
Set archivation options: - Specify # of days after tickets go to
archive - Select tickets with which statuses to
archive - Set how frequently tickets will be
archived
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Choose the default templates for each type of notification and email format – html or plain text
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Specify sender name and email, send notifications to several emails at once
User Guide: Help Desk
Set how often to check inbox - time in minutes
1. General settings
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2. Ticket priorities
Create as many priorities as needed. You can also enable or disable priorities in bulk
User Guide: Help Desk
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Easily pick a color for each priority
User Guide: Help Desk
2. Ticket priorities
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3. Quick answering
User Guide: Help Desk
Create macros for quick answering the most common questions
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Select orders for the report either by the date of creation or by the date of the latest update.
Specify macro’s title and text. Only ‘plain text’ is allowed
User Guide: Help Desk
3. Quick answering
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You can either specify one time interval for the report or add more intervals to compare sales data in one report.
Indicate all email accounts, from which you receive support emails or important notifications. You’ll find these emails on the tickets grid
4. Email accounts configuration
User Guide: Help Desk
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Specify your email accounts settings
User Guide: Help Desk
4. Email accounts configuration
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5. Store departments creation
Divide your staff into departments. While creating a ticket clients can choose a ticket department destination. Thus your tickets will be in order
User Guide: Help Desk
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Set department title. Start typing agents’ names to add them to the department. Specify for which store view a department is available
User Guide: Help Desk
5. Store departments creation
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6. Tickets grid options
User Guide: Help Desk
Adjust grid view to your needs using ‘Manage columns’ button
Display tickets from base or archive
If tickets are unread, you can see them highlighted with a bold font on the grid
There’s an option to mass archive or delete several tickets at once
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User Guide: Help Desk
Select which columns to display on the tickets grid. Set their positions and names
Choose how to sort tickets on the grid
6. Tickets grid options
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7. Ticket example
Customer’s name and group
User Guide: Help Desk
Easily change the following data right on the ticket: -Subject -Status -Department -Agent -If the ticket is resolved or not
Ticket’s body – here you see client’s message and history
See detailed ticket info
Handy reply form, where you can attach files, choose a macro and specify a CC
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User Guide: Help Desk
This is how ‘Create a ticket’ page looks like
8. 'Create a ticket' CMS page settings
If a user is logged in, fields ‘Name’ and ‘Email’ will be filled in automatically
Submit a ticket from a CMS page
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Use radio buttons to see the graph for each particular parameter.
User Guide: Help Desk
Specify page title, url and store view for ‘Create a ticket’ page
8. 'Create a ticket' CMS page settings
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Content settings for “Create a ticket” page
User Guide: Help Desk
8. 'Create a ticket' CMS page settings
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User Guide: Help Desk
You can choose a layout for ‘Create a ticket’ page
If you have a custom theme, you’ll see it in the dropdown and ‘Create a ticket’ page will fit in your custom theme
8. 'Create a ticket' CMS page settings
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Specify the SKU of the product for which you want to get a report.
‘Sales by Product’ graph example.
User Guide: Help Desk
Specify meta data for ‘Create a ticket’ page
8. 'Create a ticket' CMS page settings
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9. Other ticket submission opportunities
User Guide: Help Desk
A new tab ‘Amasty HelpDesk’ is added to customer accounts. Clients can see their tickets or create new requests
Submit a ticket from customer account
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User Guide: Help Desk
Customers can also create tickets on the order view page
9. Other ticket submission opportunities
Submit a ticket from customer account
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User Guide: Help Desk
Add email which you use to receive requests from Contact Us form to ‘Manage email accounts’ tab. After that you’ll get all requests as tickets
9. Other ticket submission opportunities
Submit a ticket from front end
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User Guide: Help Desk
Sales – Orders – View order
HelpDesk – Manage Tickets
9. Other ticket submission opportunities
Submit a ticket from back end
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10. Email notification settings
There are 8 built in templates, which you can use to send email notifications to your customers. You can also customize them according to your needs
User Guide: Help Desk
Templates preview is available
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User Guide: Help Desk
Choose the template you’d like to use for email notifications
Click ‘Load template’ button to load the template
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2.
10. Email notification settings
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User Guide: Help Desk
The data will be filled in automatically
10. Email notification settings
Thank you!
Your feedback is absolutely welcome!
Should you have any questions or feature suggestions, please contact us at:
http://amasty.com/contacts/
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User Guide: Help Desk