helpdesk guide

Help Desk

Getting Started

Overview

Utilize ticket system, bring a powerful and flexible solution for Store Support! With Magento 2 Help Desk Extension, it helps you to collect all request, inquiries, offline chat messages, email in one place. Moreover, all messages will be assigned to the proper department without leaking information.

The customer can create ticket easily on front-end or email support team’s address. Also, the ticket can be created by admin the backend. Once a ticket is submitted, it will be logged to ticket grid section in the backend. In the ticket grid, agents can set ticket priority, tie tickets to orders and more.

Especially, our Magento 2 help desk extension could be automated that allows you to send notifications, changing priority, and much more.

SOFTWARE VERSION

Magento 2.0.0 – Magento 2.0.1 – Magento 2.0.2 – Magento 2.0.3 – Magento 2.0.4 – Magento 2.0.5 – Magento 2.0.6 – Magento 2.0.x – Magento 2.1.x

Installation

The module we provide 2 ways of Magento 2 slider installation which was supported by Magento 2

1. INSTALLATION FROM COMMAND LINE (RECOMMENDED)

Your magento 2 extension can be installed in a few minutes by going through these following steps:

  • Download/purchase the extension
  • Unzip the file in a temporary directory
  • Upload it to your Magento installation root directory
  • Disable the cache under System->Cache Management
  • Enter the following at the command line in SSH terminal:
  • php bin/magento setup:upgrade
    php bin/magento setup:static-content:deploy
  • After opening Stores->Configuration->Advanced->Advanced, the module will be shown in the admin panel

2. MANUAL INSTALLATION

  • Download/purchase the extension
  • Unzip the file in a temporary directory
  • Upload it to your Magento installation root directory
  • Disable the cache under System->Cache Management
  • Edit app/etc/config.php file and three line code:
    ‘Lof_HelpDesk’ => 1
  • Clean the cache under System->Cache Management
  • After opening Stores->Configuration->Advanced->Advanced, the module will be shown in the admin panel

3. UPGRADING DATABASE

If you need to upgrade the database, run the following command line:

php  bin/magento setup:db-schema:upgrade

Congrats! You finished install the extension, now you can go forward!

Now your site will have a page name “Lof HelpDesk” with link same http://newdemo.demo4coder.com/helpdesk

Video Guide To Install Magento 2 Help desk Extension

Version Update

Usage

General Settings

To configure the module please go to Stores -> Configuration -> Help Desk Settings

General Settings

Enabled: choice Yes to enable module Help Desk

Email Setting:

Enable Send Mail: choice Yes to send mail

Email Sender: select sender mail

Template email ticket

Tempalte email message

Template status ticket

Template reminder ticket

Automation

 

 

How to Add Ticket Categories

In this tutorial, I will show you how to add Help Desk categories. Before creating category, you need to define their topics.

Firstly, login the backend > Open Help Desk > Manage Category > Add New Category

  • Title: Insert title for the new category that is consistent with the topics you define.
  • Store View: Select storeview for category
  • Status: Enable/ Disable category
  • Position: add desired number position for your category

How to Add Help Desk Department

In this tutorial, I will show you how to add Help Desk departments. Before creating deparment, you need to define their topics.

Firstly, login the backend > Open Help Desk> Manage Department> Add New Deparment

  • Title: Insert title for the new department that is consistent with the topics you define.
  • Category: select category.Department will manage ticket in category
  • Member of category: Select user support.

Manager Ticket

In this tutorial, I will show you how to add Help Desk tickets. Before creating ticket, you need to define their topics.

Firstly, login the backend > Open Ticket> Manage Ticket> VIew Ticket

 

How to Add Permission

How To Add Spam

How to Add Quick Answer

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