I. Help Desk Pro overview
Contents
1. Required Login This fields values Yes No determine to show the required login department or non required ones when customer create ticket at front end Moderator Type email of department s moderator When a department is assigned for a ticket the ticket will be sent to Moderator s email address please remember that moderator must belong to department tick on his mail in Department s Staff Auto Notification Choose Yes if you want the system send notification to this department if any ticket sent to the department was missed Description will be displayed together name if customer selects this department Detail Information Department Name Sales Yes fe Active arn salef 000145 my question All Store Views Store View Main Website Main Store Please select a support departiment English HS DE PAPE DET HRM RTE BTT Please Select mm lt French Please select FAEN support 2 Installation Login Requlred support Required Login Yes c Default Email Gateway Gateway 1 Please select a support danes 3592 Moderator a khanhpndasia connet kia h ve aguesta semi bur podis e anssons fnchonakk Magerio versions compatti Auto Motification v hrs QUESHOA skapt our andere payments or downass havea question about our products extensions functionality Magento versions compatibility have a question about your orders payments or downloads 2009 20102. Content March 18th 2011 01 15 AM phamthuyhanug gqmail com tra loi ne ok chua tra loi that dai nua ne B2 amp SSEESSEEESEEEEEEEEEEEE EERE EEE EE BEE March 18th 2011 01 11 AM phamthuyhanu gmail com operator OK I receive ticket from customer Additional Information Store 2 direct links for operator and customer these links are stick with content in mail of operator and customer Ticket Information Ticket Subject dS Ticket Information Ticket Thea Ticket Information Additional Information Customer Direct Link httovitest15 qood demo com index php helpdeskiviewticket customer code d0969c214d9 10 385c632555bde85fa Customer can view detail ticket thread and quick reply by click on this link Operator Direct Link Note Customer Direct Link Customers can view all information of ticket while not need to login site Also they can reply in direct link and choose close ticket by themselves if wish 2009 2010 Mage World com 19 MAGE WORLD Increase Your Sales Help Desk Pro User Manual Subject Sale 1000009 Test_CT_notlogin Department Sale Department Status Closed Priority Normal Post a reply Message File Attachment Choose File No file chosen Submit amp Close Ticket Ticket Thread Operator Direct Link Operators can view reply quick response included and manage ticket while not need to login site At this step operator can reassign this ticket to th
3. 2010 Mage World com 6 MAGE WORLD Increase Your Sales Help Desk Pro User Manual Post a reply Message File Attachment Browse Ticket Thread A March 11th 2011 01 43 AM musonepnk gmail com This is content 2 Magento Contact form As we said above Help Desk Pro integrates with Magento Contact Form so customer can create ticket by clicking on Contact Us at the footer of site When customer chooses department he can see some login required departments and not required ones If customer chooses a department that requires to login system will direct him to login page Otherwise My Account page is shown customer finds the Help Desk Pro tab and he can start creating ticket as normal 2009 2010 Mage World com T MAGE WORLD Increase Your Sales Support Time Monday Friday 08 00 AM 5 30 PM GUT Current Time Monday March 14th 2011 11 53 AM GMT 7 Support Status Online Please select support department Description have a question about our products extensions functionality Magento versions compatibility have a question about your orders payments or downloads Please login to use this V Introduce Back end At back end you can find the menu Help Desk Pro at the top bar Help Desk Reports System Manage Tickets Ticket Statistics Configuration MraAaro 1 Software Setting step by step Help Desk Pro User Manual To make sure the
4. Message File Attachment z 4 Allow Customer To Attach File Customer will see description of the selected department and the Submit Ticket area This form allows customer to select ticket priority assign related order for his ticket and attach file If customer does something wrong don t worry alert message will direct him to correct Max size upload notification is an example T Max Upload File Size is 1 Mb 2009 2010 Mage World com 5 Sy MAGE WORLD Increase Your Sales Help Desk Pro User Manual If customer wants to assign an order for his ticket he can choose this order in the field Assign To Order To see detail move mouse to Click on link to view order in detail all information of this order will be shown After customer sends a ticket successfully system will notify him on screen and drop a notification into his email then update history immediately The customer can review all his tickets by clicking on My Ticket My Tickets 2 temis Show 10 per page Date Subject Department Priority Status March 11th 2011 0142 AM 1000144 test deode Technical Mormal Closed View detail March Tth 2011 0225 PM 01 1000134 Overborder suppor Normal Open View detail 2 temis Show 10 per page My Ticket shows all information of created tickets such as date subject assigned department priority status To view detail and reply click on View Detail and you can see the screen below 2009
5. Help Desk Pro system works properly you should follow steps in correct order below 1 Turn on Help Desk Pro by set the field Enable in configuration to Yes 2 Add operators please view Manage Operator 2009 2010 Mage World com Sy MAGE WORLD Increase Your Sales Help Desk Pro User Manual 3 Create Department Please view Manage Department 4 Create Gateway Please view Manage Gateway 5 Now you can test how Help Desk Pro works create ticket at front end or send mail then check at Manage Ticket 2 Configuration To set a general configuration for this system please access on Configuration by following the path System Configuration Help Desk Pro or click on Configuration in the menu Help Desk Pro at top bar Firstly you can turn on off Help Desk Pro by set the field Enable to Yes No Enable Yes STORE VIEVY Next free choose the below options as you want Gateway Update Interval tn 1 STORE WIE minutes Notify operator of missed ticket In 1 STORE WIE hours 0 means do not notify operator Time To Auto Close Ticket dn 1 STORE WIE hours O means not be After a specific time that operator repply ticket and no auto closed more request is sent from customer this ticket will be auto closed Gateway Update Interval time to auto update gateway in minutes Notify operator of missed ticket After a specific time that operator dont reply a ticket the system will send a notificati
6. Mage World com 14 MAGE WORLD Increase Your Sales Help Desk Pro User Manual You can choose Email template for this department If you choose Email template here the system will apply these templates instead of the selected ones in configuration Email Templates Customer New Ticket Template Default Template from Locale Notify customer of new ticket Operator Reply Ticket Template Notify customer of the reply from Operator New Ticket Template Default Template from Locale Notify operator of new ticket Customer Reply Ticket Template Default Template from Locale Notify operator of the reply from customer Ticket Reassign Template Notify Default Template from Locale operator of reassigning a ticket to him Late Reply Ticket Template Default Template from Locale Notify operator of a missed 5 Manage Email Gateways Help Desk Pro allows you to create more than one email gateways You can manage and add new gateway by go to Help Desk Pro Manage Email Gateways 02009 2010 Mage World com 15 ty MAGE WORLD Increase Your Sales Help Desk Pro User Manual Gateway Information Edit Gateway gate1 Gateway Information Gateway information Gateway Name gate 1 Active Yes Gateway Host mail test15 go0d demo com Gateway Email maidung test15 good demo com Login Password 123456 Port Type IMAP x Use SSLITLS Y
7. information at the part of Email Template Customer New Ticket Template Customer New Ticket Template Default Temp A STORE VIEW Operator Reply Ticket Template Operator Reply Ticket Template Default Temp STORE VIEW Operator New Ticket Template Operator New Ticket Template Default Templ i STORE VIEW Customer Reply Ticket Template Customer Reply Ticket Template Default Tem STORE VIEW Ticket Reassign Template Ticket Reassign Template Default Template fi x STORE VIEW Late Reply Ticket Template Late Reply Ticket Template Default Template lt STORE VIEW 2009 2010 Mage World com 11 MAGE WORLD Increase Your Sales D Help Desk Pro User Manual 3 Manage Operators You can add and manage operators by going to Helo Desk Pro Manage Operator This page display list of operators click on the one that you want to edit or click to Add Operator if you want to add new Edit operator Operator Information Edit Operator pham ngoc khanh Back Operator Information Name pharm ngoc khanh g Email khanhpn asia connect com vn Active Ves A Add Operator Operator Information Add Operator Operator Information Operator Detail Name Email Active a E 4 Manage Departments At backend go to Help Desk Pro Manage Departments page 2009 2010 Mage World com 12 MAGE WORLD Increase Your Sales Help Desk Pro User Manual Departments Manager gt
8. Help Desk Mage World Help Desk Pro User Manual Version 1 0 Website htto www maqe world com Support support mage world com cY MAGE WORLD Increase Your Sales Help Desk Pro User Manual Table of contents I HELP DESK PRO OVERVIEW eennnrernnnnnennnnnneennnnnvennnnnvennnnnvennnnnvennnnnnennnnnnennn 3 ll FUNCTIONALITY DEFINING sen 3 ll INSTALLATION nmernnnnnennnnnnonnnnnnennnnnnnnnnnnnnnnnnnnnnnnnnnnennnnnnennnnnnennnnnnennnnnnennnnnnunnn 3 IV INTRODUCE FRONT END sss sssss sees s sese d Ms FICID DESKPIO se L 4 2 MAGENTO Contact Td 7 Vi INTRODUGE BACK END suv nidn 8 1 Software Setting step by Step sccsss esse sese ssssesss sese 8 2s Fon 9 3 Manage ODCIALON S icsesisicesesicesscecsseaecestseansesscosnessssnmnsnsoosusncesnsessecaususrseasaneicuains 12 A Manage DCD AUIS Lar anmsemeniseecseecesedsauusaudeasecenecats 12 5 Manage Email Gateways sssss esse esse esse sss esse esse ss sese senenn ennenen enen 15 6 Manage TICK Le 17 7 Manage Quick Response s rxennnnnnnnnnnnnnnnnennnnnnnnennnnnnnnennnnnnnnennnnnnnnennnnnnnnennnnn 21 Oo TEKE STANSES orice ciccets tate rece E a a E a a E 22 VI CRON CONFIGURATION ssssssssssssss sss ssssssssessssessseeeesensee seene esen ne eee 23 VIL e072 IY ol SA 23 2009 2010 Mage World com 2 cY MAGE WORLD Increase Your Sales Help Desk Pro User Manual l Help Desk Pro overview Nowadays it is time
9. IEW Operator New Ticket Template Operator New Ticket Template Default Templ STORE VIEW Customer Reply Ticket Template Customer Reply Ticket Template Default Tem lt STORE VIEW Ticket Reassign Template Ticket Reassign Template Default Template fi l STORE VIEW Late Reply Ticket Template Late Reply Ticket Template Default Template STORE VIEW Late Reply Ticket Template Default Template from Locale Notify operator of new ticket Author Information Reply ticket for customer Notify reassigned operator of new ticket Notify customer that he has sent a ticket Notify operator about an indisposed ticket If don t want to use available templates you can create your own email templates by going to System Transactional Emails Get help for this page Wy Account You have T notice unread message s Goto messages inbox Motifications Add New Template Reset Filter Template Type Action HTML Preview HTML Preview HTML Preview HTML Preview HTML Preview Configuration Note that Templates are chosen in configuration will be applied for all departments 2009 2010 Mage World com 24 mS MAGE WORLD Increase Your Sales Help Desk Pro User Manual In case of you choose other templates for a department these templates will be applied for this department only Please be aware of this line in our templates The system will get the part
10. Page 1 of pages View 20 s per page Total 5 records found F Exportto CRU EG Reset Filler Select Al Unselect ll Select Visible Unselect Visible Odens selected Actos C T Name Deode Required Login Active Action Any Y v y E B Sales salg VES Vag Edit F 5 Installation No Yes Edit F 4 Technical Yes Yes Edit E 2 Support No Yes Edi E 1 support 113 Yes Ves Edi To create a new department click on Add Department it contains 2 sub tabs Department Information and Department Staff Department Information Add Department Department Information Detail Infonmation Department s Staff Department Name Decode Department Staff displays the list of all operators tick on the ones who belong to this department Department Information Add Department Back Department Information sro RS Pus ae NG Gea i ee i PS g 1 pages View 20 per page a Name Email Any lt F thuy phamthuyhanu gmail com Thuy VIP 4 thuypt_vip yahoo com vn pham ngoc khanh khanhpn asia connect com vn Department Information has all necessary fields such as Department Name Dcode Active Store View Required Login Defaut Email Gateway Moderator Auto notification and Description 2009 2010 Mage World com 13 MAGE WORLD Increase Your Sales Help Desk Pro User Manual Note Pay attention to the followings Decode will be stick at the start of ticket id array see image below
11. can build a question bank and answers which are interested by most of your customer by using Quick Response This helps operator save time Instead of having to answer the same questions more than one time they select quick response Go to Help Desk Pro Manage Quick Response to create new by your own 2009 2010 Mage World com 21 MAGE WORLD Increase Your Sales Help Desk Pro User Manual Manage Quick Response Page h ofi pages View 20 perpage Total 4 records found ia Epot Coy Reset Filter ET Select ll Unselect AI Select Visible Unselect Visible O tems selected Actions v El D Response Title Active Yesilo Action F 4 CU g ne B d ch t b bay l n trol Hoi sao b ta chet cet nam binhiu tudi Tr l i cai Yes Edi F J cau hol thuong gap Yes Edit A 2 kohien th No Edi F 1 Huong dan nhanh cai dat extension Yes Edit Add Quick Response N reset Save Quick Response O Save And Conte at Quick Response Information Response Title Active Yes 7 Use Quick Response Select Quick Response Response Message 8 Ticket statistics Ticket statistics provide general view of ticket status by departments and operators Thank to it you can see your works efficiency Go to Help Desk Pro Ticket statistic 2009 2010 Mage World com 22 D MAGE WORLD Increase Your Sales Help Desk Pro User Manual Help Desk Tickets Statis
12. e others and close the ticket if wish Subject Sale 1000009 Test CT notlogin Department Sale Department Status Closed Priority Normal Update Ticket Assign To Department Assign To Operator Test Department thuy thuy lt phamthuyhanu gmail com gt Thuy VIP gt lt thuypt_vip yahoo com vn help you find operator mail Post a reply Use Quick Response Select Quick Response Message In Open Ticket page you can see the button Refresh on top Click on this button to run Cron the system will get mails from host Refresh page to update the list of open tickets you might see new tickets if any 2009 2010 Mage World com 20 w MAGE WORLD Increase Your Sales Help Desk Pro User Manual Help Desk Pro Reports System G Ge help for this page You have 1 critical 4 major 19 minor and 27 notice unread message s Go to messages inbox Refesh Add Ticket 3 Boot HEN Acton Ea submit Sender Department Status Priority Action Note If you meet the problem that can not receive ticket from mail and when click on the button Refresh it shows alert message System have not got any email from gateway please check at Manage Gateways If you created multi gateways you must sure email gateways of them are not the same The system also displays the alert message above when there is no mail being sent to host Therefore don t worry 7 Manage Quick Response You
13. er to select Department to No every customers tickets creating from Help Desk form and Magento Contact Form will be sent directly to this default department Note not be applied for ticket sent from email this will be set when creating Gateway 02009 2010 Mage World com 10 MAGE WORLD Increase Your Sales Help Desk Pro User Manual Allow Customer To Select Priority Yes STORE WIE Allow Link Tickets To Orders YES STORE VIEVY Allow Custamer To Attach File Yes STORE IEA Max Upload File Size tb 1 STORE WE Allow Customer to Select Priority Choose Yes if you wish to allow customer to assign priority for ticket Allow Link Tickets to Orders Choose Yes if you wish to allow customer to assign order for ticket Allow Customer to Attach File Choose Yes if you wish to allow customer to attach file Max Upload File Size Mb Insert capacity limitation for attachment file there is alert massage if customer choose an over size file Auto Create Ticket From Email Yes A STORE VIEW Overwrite Contact Form Yes A STORE VIEW If Yes a ticket would be created when sending a message via the contact form of magento Auto Create Ticket from Email Choose Yes if you wish the system auto creates ticket when customer send request via email Override Contact Form Choose Yes to activate Magento Contact Form Integration The fields below allow you to choose default email template we will provide more
14. es A Default Department Test Department lt Delete Email From Host Yes A Applied only with IMAP If you choose POP3 mails ar auto deleted from host after these mails were CD transfered to ticket system Test Connect There are some required fields you must fulfill Gateway Name Gateway Host Gateway Email Password and Default Department Gateway Name Specify a name for this gateway Gateway Host Specify the address of email server Gateway Email Specify the email address that will be used to receive mail from customer Login Specify the login for server access Password Define password for server access Port Specify the port number to setup the connection with your email server 110 for POPS 995 for POP3 SSL 143 for IMAP TLS and 993 for IMAP SSL This is not a required field you can pass It Default Department All tickets from mail will be sent to this department Type choose IMAP or POPS POP3 and IMAP are two different protocols used to access e mail If you want to learn more about it please visit the link http www businesscreatorpro com articles what is imap and pop3 php 2009 2010 Mage World com 16 MAGE WORLD Increase Your Sales Help Desk Pro User Manual Use SSL TLS Use them for securing your data If you want to learn about it please visit the link http technet microsoft com en us library cc784450 WS 10 aspx Delete Email from Host Choose value for this field w
15. hen you select IMAP for the field Type If you choose POP3 mails are auto deleted from host after these mails were transferred to the system Note After finishing click on the button Test Connect to check If it notifies The Gateway connects successfully the system can create ticket from mail If it notifies The Gateway connection is fail it means you did something wrong then the system can not create ticket from mail You can create as many gateways as you want but must sure that not use the same Gateway Email same Gateway Host is ok 6 Manage Ticket You can find all tickets that customer sent to by going to Help Desk Pro Manage Ticket There are 2 sub tabs Open Tickets list the tickets in open status and All Tickets list all ones Admin can create new ticket here by choosing Add Ticket Promotions Newsletter OMS HelpDesk Reports System Get help for this page I I HG2 is now avallable Read details Manage Tickets Vou have T notice unread message s Ga to messages inbox tt oe Simei All Tickets D6 hdd ticket aK RR YS R K KR R R KR eee ee KR RU RR RKR UR KARR KD KN arpage Total 10 records found Manage Quick Response Reset Filter visible O tems selected Ticket Statistics Actions x EL EE 1 bed oe Epa oe sE ed E Configuration Department Status Priority Action 00145 my question rusorepnkg gmail corn support NORMAL Ve 44 test dende mu
16. of content that is above that line any below will be discard 2009 2010 Mage World com 25
17. of the era of ecommerce Trading online is a hard competition in which every one want to take advantage They compete against each other by all ways from quality price to service Market researchers showed that customer support was one of the best keys to win customers hearts and this determining issue affects on customers purchasing behavior directly So no company can ignore this then owning a system that helps their supporting activity become efficiency is a must Basing on the need of market Mage World determines to develop Help Desk Pro extension We are sure that this extension will match all your requirements of a customer support system and push you toward your customers quickly ll Functionality Defining Help Desk Pro provides an efficient and flexible mechanism of receiving and replying customers request Your customer can send ticket from Help Desk form Magento contact form or by their emails For enterprise you can manage replies easily with reasonable decentralization and have a general look of all Support activities with ticket statistic That is the reason why even with a large support system or professional supporting companies Help Desk Pro is still a perfect choice Due to the fact that it is hard to control the vulnerability from message auto senders that attack directly to your system via mail receiving system Help Desk Pro contains a secure method which protects your data from spam and detections Be
18. on to him for warning in hours Time to auto close ticket After a specific time that operator reply ticket and no more request is sent from customer this ticket will be closed in hours 2009 2010 Mage World com 9 N MAGE WORLD Allow Display Support vvorking Time Default Department Start Time Support working time End Time Support working time Working Days Support working timet Allow Customer To Select Department Help Desk Pro User Manual o TETTE ET EEE EEE ETE EEE LETTET LETE EEE TORT LEESE LEE ETTE ET LET LET LET EEE TOOT OPPO eT eter rer rer rer etter terre tre rete rt ttt If a ticket iant assigned to any department it vill be automatical assigned to default department 08 00 OG 17 30 OG Sunday Monday Thursday Friday Saturday ves STORE WIE STORE VIEW STORE VIEW STORE VIEW STORE VIEW STORE WIE Allow Display Working Time Choose Yes if you want to display your company s working time at front end Start Time Select Start business time for supporting customer of your company End Time Select End business time for supporting customer of your company Working Days Select business time of your company multi selected Allow Customer to select Department Choose Yes if you wish to allow customer to select department at front tend Default Department Choose a department When you set the field Allow Custom
19. side for saving time you can create popular questions and answers with the feature Quick Response If you are interested in our extension and wonder the ways it works please following the next Ill Installation Copy folder app skin js to your Magento root folder Make sure to clear cache in admin of Magento 2009 2010 Mage World com 3 MAGE WORLD Increase Your Sales Help Desk Pro User Manual Goto System Configuration Help Desk Pro is on the left side Click on it and change the configuration as you wish Also you can find the tab Help Desk Pro on the top menu Refresh the front end and see how Help Desk Pro works Note that At the first time if you login admin after installing extension then you see message access denied please try to logout and login again If you have any problem please email to support mage world com IV Introduce Front end Help Desk Pro is integrated with Magento Contact Form so customer can send ticket from Magento Contact Form or Helo Desk Pro page 1 Help Desk Pro page To access on Help Desk Pro page customer have to have an account They login their account and the Help Desk Pro tab can be find at left bar in My Account page Submit Ticket Account Dashboard Allow Display Support Working Time Account Information Support Time Monday Friday 08 00 AM 5 30 PM GMT 7 Current Time Monday March 14th 2011 10 52 AM GMT 7 My Orders Support Stat
20. sonepnk gmail com Technical View 0443 test HD notifieationdop defaultDept tlevacma amail cam Technical View 0139 Test fromMail checknotificationdop fjeuacmadymallcom support OPEN NORMAL Vie MR benestan vihat gennai ram Snnnnrt OPEN Vei 02009 2010 Mage World com 17 1 MAGE WORLD In Y r Sal nerease Your Sales Help Desk Pro User Manual Click on View to view a ticket in detail One ticket has 3 sub tabs Ticket Information Ticket Thread and Additional Information Ticket Information Ticket Information amp Ticket Subject Ticket Information Ticket Thread Ticket Information G aaa eee Customer tieuvacma gmail com Created Time March 22nd 2011 12 37 AM Set Status To Open vr Priority High Assign To Department Support Dept This ticket will be sent to Moderator of chosen department Assign To Operator Order 100000007 File Attachment s tumblr leki1iv9GE1gqc xb401 500 jpg Ticket Information contains all information of a ticket such as Customer Email Created Time Status Priority Assigned Department Assigned Operator Order link if any and File Attachment Ticket Thread You can view history of ticket and reply in Ticket Thread 2009 2010 Mage World com 18 MAGE WORLD Increase Your Sales Help Desk Pro User Manual Ticket Information amp Ticket Subject Ticket Information Ticket Thread Reply Ticket Additional Information Use Quick Response Select Quick Response
21. tics Operators Statistics Departments Statistics Operator llame Open Na For Customer Closed Total Department lame Open WaitFor Customer Closed Total Khanh asia 7 l 4 suppor J l 4 khanh yahoo l l Support 2 l l l Thu IP l i 4 Technical l l 4 J pituy l l VI Cron Configuration You can read the following instructions on cron job setting for your Magento store http Wwww magentocommerce com Wiki 1 installation and configuration how to setup a cr on job Generally it would be enough to run in SSH console of your server crontab e And insert the following line 3 php lt path to your installation gt cron php or 13 wget O http yourstore com cron php gt dev null Then exit having the Save request confirmed VII Email Templates Email templates will be sent together with content when the system sends mail We provide some samples in the folder mw helpdesk you can access it by following the path app locale en US template email mw helpdesk When you choose email templates in configuration or for one department choose the ones having the term Default Template from Locale in title 2009 2010 Mage World com 23 MAGE WORLD Increase Your Sales Help Desk Pro User Manual Customer New Ticket Template Customer New Ticket Template Default Temp x STORE VIEW Operator Reply Ticket Template Operator Reply Ticket Template Default Temp STORE V
22. us Online Address Book h y Product Reviews hy Tags hy Wishlist Please select a support department Mewsletter Subscriptions Please select NMN Downloadable Products HELP DESK Allow Customer To Select Department Submit Ticket hy Tickets Help Desk Pro includes 2 sub tabs Submit Ticket and My Ticket My Ticket displays ticket history Submit Ticket is the place for customer to send their request When customers click on the tab Submit Ticket they will see a screen like the image above The first box shows information of business time and support status Customer chooses a department that he 2009 2010 Mage World com 4 MAGE WORLD Increase Your Sales Help Desk Pro User Manual wants to shoot an email to at the second box Admin can choose to hide this box in configuration and all ticket sent from Help Desk Pro page will be sent directly to the default department which is set by admin at back end After customer select a department this box will be loaded Please select a support department sales Description have question about our products extensions functionality Magenta versions compatibility have question about your orders payments or downloads Allow Customer To Select Priority f Allow Link Tickets To Orders Submit Ticket Priority Mormal Assign To Order Please select y Click on link to view order in detail Subject
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