Opencart HelpDesk

This helpdesk system is one of the best helpdesks that provides an email piping feature. It means support staff/agents can reply directly from the ticket system. They don't need to login to the inbox and reply from there.

• Ticket creation based on new email arrival.
• Supported by IMAP, POP3, and SMTP.
• SSL/TSL encryption
• Works with all the mail services from Gmail to Yahoo to Zoho.
• Reads and replies to emails directly from the helpdesk system.
• Supported by all media types
• All headers / Mime Type supported
• Email fetch into the helpdesk system

Roles and ACL systems are the backbone of any scalable helpdesk system. Store admin can create multiple roles according to the requirements. This module supports.

• Multiple roles creation
• Multiple access level for the agents
• Various permission levels e.g - ticket assignment, ticket creation, update, and deletion.

Service level agreement is another important aspect of any helpdesk system. This support system module adds more features to it not just the static priorities flags. Using this module, the admin can -

• Define the custom priorities flags e.g (high, urgent, and normal)
• Decide the time period Assignment for every flag.
• The assistant agent assigned automatically in case the ticket is open or not solved within a time period.
• Manage different SLA policies.

As per many surveys and reports, customers/users do not create new tickets if they find the issues solved in the previous reply or in most asked questions. This module supports -

• Multiple Support Center creation.
• Support Center assignment based on department.
• Easy search for Support Center.

Business hours and holidays management within the support system are hard to manage as customers may exist in various countries and geolocation and time-zone. HelpDesk system manages that part beautifully.

• The admin can set business hours
• The admin can add holidays based on their country and location
• Decide the multiple set of the business hours

Helpdesk is needed in various ranges of industries from vertical to horizontal. This helpdesk extension provides options for custom fields.

• Using this feature, the store owners can create support forms with multiple and different fields as needed.
• Unlimited fields supported
• The admin can apply the field validation
• All HTML input type support.

Event triggers are kind of observers in standard design patterns like to trigger some event when one action has been fired or acted. The helpdesk system is super smart to understand that part. This module supports -

• Various event triggers for the events
• The admin can set the triggers before or after the event
• Super useful and well-integrated with helpdesk SLA system

The customer can easily create a support ticket whenever required. Furthermore, the customer can also view the status of the created ticket from the customer account.

• The customer can raise a support ticket as per their needs.
• Customers can select the subject of the ticket.
• Select the type of ticket from the available options.
• Select the group of the ticket.
• Enter the message and upload the file as well if required.
• Add the additional information along with the message.