aheadWorks Introduces the Updated Help Desk Ultimate 3.0 Magento Extension

    LOS ANGELES, CA, June 19, 2014 /24-7PressRelease/ -- Customer loyalty is pretty vulnerable and can be damaged by several inaccurate actions or just words. It is excusable, if it happens once or twice, but constant misunderstanding may cause shoppers churn and destroy the business.

Usually communications with customers suffer from organizational or technical issues, but Magento owners can easily overcome these dangerous circumstances using the aheadWorks Help Desk Ultimate Magento extension.

The recent update of this module brought multiple functionality and design improvements, which will help you to properly manage customer inquiries and satisfy all their needs.

Below we are happy to introduce you the other features of Help Desk Ultimate ver. 3.0.

Backend Ticket Page Redesign

The new version of the extension presented absolutely new design of the Ticket Page. The main enhancements, which were added to the page, form a pretty long list of features, while the full scroll of enhancements is truly amazing:

- AJAX-based ticket changing;
- Ticket threads improved with colors and filtering;
- Last Customer Orders and Last Customer Tickets blocks;
- Notes regarding the current customer;
- Multiple file attachments;
- Private backend messages;

and much more...

Tickets Can be Assigned to Particular Agents

Since the3.0 version all newly created tickets have their own assignee - a primary user, by default. But each backend user has an opportunity to re-assign tickets to other help Desk agents. This feature prevents owner-less tickets and enhances the responsibility of departments dealing with customer inquiries.

Department & Support Engineer Statistics

The current version of the Help Desk Ultimate extension provides advanced statistics by tickets, agents, and departments. Three default reports, mentioned below, display almost all possible information, including current and retrospective data.

Department supervisors may use the reports for estimating service results, workload, or planning further possible activities.

Tickets Search

The ticket search is truly easy now even, if you have hundreds of tickets a day. Backend users may quickly find the required tickets by their subjects or replies content.

Tickets Escalation

Those customers, who are dissatisfied with the quality of support may escalate their tickets and report the issue to department supervisors directly.

Customizable Ticket Status and Priorities

The backend of the extension is now highly customizable and allows users to tune the appearance of grids and ticket threads. Help Desk agents are able to customize the fonts and background of ticket status and priority labels.

Email Notifications About Ticket Re-assignation

The extension has an upscale notification system, which allows Magento admins to specify e-mail templates for different notices and correspondents, including re-assignation notifications.

Full Contact Form Integration

The integration of the extension with the native Magento contact form allows customers to submit tickets to the Help Desk directly from the "Contact Us" page.

Product Questions 2.0+ Integration

If a Magento store runs the Product Questions 2.0+ extension, customer inquiries are automatically converted into Help Desk tickets. This feature transforms the Help Desk into the unified center of customer service.

The mentioned above features are only the most noticeable improvements, which entered the Help Desk Ultimate ver. 3.0 extension. You may find the detailed description of its functionality on the extension page or in the module-related documentation. You may also visit our demo stores and try the extension in action.

aheadWorks is a dynamic market leading provider of Magento extensions, Magento templates and themes, and custom development services with a comprehensive portfolio of best-in-class solutions for eCommerce businesses.

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