Smackcoders

1) Introducing Mage Helpdesk:

The Purpose of the Mage Helpdesk module is used to create and view Tickets

in both frontend and backend and also having Posting Comments in both frontend

and backend .Also Create quick responses and paste them in the ticket message.

Such option reduces time required to answer tickets.

The Helpdesk offers a set of powerful features:

• Create quick responses and paste them in the ticket message.

• Manage Tickets in a flexible way.

• Managing Departments.

• Managing Configuration.

• Email Gateway.

• Email Notifications.

• Customer Summary.

• Last Created Customer Tickets.

• Automatically create tickets in Magento backend when reading mails.

2) Plugin Installation On New Magento Instance:

1) Install Magento.

2) Tar the files from old Magento. The tar files named as

app/etc/modules/Smackcoders_Helpdesk.xml

app/code/community/Smackcoders/

app/design/adminhtml/default/default/layout/helpdesk.xml

app/design/adminhtml/default/default/template/helpdesk/

app/design/frontend/base/default/layout/helpdesk.xml

app/design/frontend/base/default/template/helpdesk/

for example /var/www/html/magento1/magento12/magento$ tar command is

tar cvfz helpdesk1.tar.gz app/etc/modules/Smackcoders_Helpdesk.xml

app/code/community/Smackcoders/

app/design/adminhtml/default/default/layout/helpdesk.xml

app/design/adminhtml/default/default/template/helpdesk/

app/design/frontend/base/default/layout/helpdesk.xml

app/design/frontend/base/default/template/helpdesk/

3) Move the tar file from old Magento to new Magento using move command.

For example /var/www/html/magento1/magento12/magento$ mv helpdesk1.tar.gz

/var/www/html/magento1/magento13/magento

4) Then just untar the file in new Magento using untar command.

For example/var/www/html/magento1/magento13/magento$ tar xvfz

helpdesk1.tar.gz

5) Create new folder (for example the folder named as helpdesk) in media folder.

Give the write permission to that media and new folder.

The write Permission command is chmod -R 777 media/helpdesk/

6) Finally Clear and Flush the cache.

7) The new (helpdesk) module will be installed in new Magento Instance.

3) Managing Departments:

The Mage Help Desk Module allows us to create an unlimited departments in

backend. The Created backend department name will be visible on frontend.

Creating New Department in helpdesk:

1) To create a new department, go to Help Desk → Departments and then click

Add Department.

2) The Add department form will be opened.

3) Specify the name of the department in Name field.

4) Select Enabled in the Status field to enable the department.

5) In lead field choose the admin name.

6) In the Store field, specify the website(s) where the department will be enabled.

7) Finally Click the Save Department button. The department will be created.

Viewing the Created Department:

1) To View the created department click Help Desk → Departments and then click

View Department.

2) To edit the created department click the row in the grid view.

3) The edit department form will be opened.

4) We can edit the status field, lead field and store field in the edit department form.

6) After editing the fields click Save Department button.

5) The Edited field will be saved in the Department grid view.

4) Managing Tickets:

The Mage Help Desk Module is allows to manage tickets in an efficient way.

The tickets will be created both frontend and backend.

Creating New Ticket in helpdesk:

1) To create a new Ticket, go to Help Desk → Tickets and then click Add Ticket.

2) The Add Ticket form will be opened.

3) Specify Subject name in the Subject field.

4) Choose Agent name in Agent field.

5) Similarly Choose the Department name in Department field.

6) Select the order Id in Order field.

7) The description will be written in the Description field.

8) Select the ticket Status in the Status field.

9) Select the Ticket Priority in the Priority field.

10) In Attach File(s) field to attach any file.

11) Finally Click the Save Ticket button. The Ticket will be created in both backend

and frontend.

Viewing the Created Ticket in helpdesk:

1) To view the created Ticket click Help Desk → Tickets and then click View

Ticket.

2) The view ticket grid page will be opened.

3) To view the Order details page click on the order link in the grid view.

4) To view the Customer details page click on the customer link in the grid view.

5) To reply a ticket, click the ticket row in the grid view.

6) The edit ticket form will be opened.

7) In edit ticket form we can edit the Agent field, Status field and Priority field.

8) The edit ticket form displayed the previously attached file(s) name that is the file

is attached at the time of creating ticket.

9) In the Reply field the admin type the reply to customer.

10) In Attach File(s) field to attach any file. The Attached files are stored in

helpdesk folder. The helpdesk folder is located inside the media folder.

11) After wrote a reply click Post Reply Button.

12) The Reply will be successfully sent to the customer.

13) The Conversation Field displayed the customer comment and the Admin Reply

as well as it displayed what time the comment will be posted and what time the reply

will be posted.

14) The Conversation field displayed the Attached file name as well as the Admin

name and customer name. (i.e.) if the customer post a comment means the customer

name will be displayed. If the Admin Post a reply means the Admin name will be

displayed.

15) Giving background color to differentiate the customer comment and admin reply.

16) By clicking the hyperlink to view the attached files.

5) Customer Summary:

1) The Customer Summary block displays the customer details.

2) The block is displayed in the Edit Ticket Page.

6) Last Customer Tickets:

1) The Last Customer Tickets block displays the Ticket name as well as Status of the

tickets.

2) To View Ticket details page click on the tickets link in the Last Customer

Summary Block.

7) Managing Status:

The Help Desk module is allows to create any number of status. The Status

Manager manages all Status.

Creating New Status in Help desk:

1) To create a new Status, go to Help Desk → Configuration → Status. Click Add

New Status.

2) The Add New Status form will be opened.

3) Specify the name of the Status in the Title field.

4) Select Enabled in the Status field to enable the Status.

5) Specify any forecolor name in the Fontcolor field.

6) Specify any background color name in the Backgroundcolor field.

7) Click Save Status. The Status will be saved.

Viewing the Created Status:

1) To view the created status, go to Help Desk → Configuration → Status.

2) The Status Grid view page will be opened.

8) Managing Priority:

The Help Desk module is allows to create any number of Priority. The Priority

Manager manages all Priority.

Creating New Priority in Help desk:

1) To create a new Priority, go to Help Desk → Configuration → Priority. Click

Add Ticket Priority.

2) The Add Ticket Priority form will be opened.

3) Specify the name of the Priority in the Title field.

4) Select Enabled in the Status field to enable the Priority.

5) Specify any forecolor name in the Fontcolor field.

6) Specify any background color name in the Backgroundcolor field.

7) Click Save Priority. The Priority will be saved.

Viewing the Created Priority:

1) To view the Created Priority, go to Help Desk → Configuration → Priority.

2) The Priority grid view page will be opened.

9) Quick Response: The Help Desk Ultimate extension allows you to create quick responses and

paste them in the ticket message. Quick Response option is used to reduce the time

required to answer the tickets.

Creating New Quick Response in Help desk:

1) To Create a Quick Response go to → Helpdesk →Quick Response →Add

Quick Response.

2) The Add Quick Response Form will be opened.

3) Select Enabled in the Status field to enable the Quick Response.

4) Specify the name of the Quick Response in the Title field.

5) In the Store field, specify the website(s) where the Quick Response will be

enabled.

6) In the Content field, define the Quick Response template text.

7) Click save Quick Response. The Quick Response will be saved.

Viewing the Created Quick Response in Help desk:

1) To view the Created Quick Response, go to Help Desk → Quick Response →

View Quick Response.

2) The Quick Response grid view page will be opened.

10) Email Gateway

The multiple email gateways support allows you to create as many email

gateways as you need. Moreover, you can assign these gateways to departments. To create a new gateway, go to the Help Desk →Departments →Add Department

and click the Email Gateway tab in department information tab. The Email Gateway

form will be opened.

1) To enable the gateway option select Yes in Enable Email Gateway field.

2) In the Title field, specify the gateway name.

3) In the Type field, select email protocol – POP3 or IMAP.

4) In the Gateway Email field, specify the address which will be used to receive

emails from customers. This address will be displayed in the Reply to (not From)

field of outgoing email. 5) In the Gateway Host field, specify the address of email server.

6) In the Login field, specify the login for server access.

7) In the Password field, define your password for server access.

8) In the Port field, specify the port number to set up the connection with your email

server.

By default, the following ports are used: 110 for POP3, 995 for POP3-SSL, 143 for

IMAP-TLS, and 993 for IMAP-SSL.

9) In the Use SSL/TLS field, specify what will be applied to your server - SSL, TLS,

or None.

10) Select yes if you want to delete the emails from this host.

Note: Each Department having unique mail id.

11) Help Desk in Frontend:

Customers can create a ticket from My Account → Help Desk page.

Creating New Tickets from Customer’s Account in Frontend:

1) In the Subject field specify the Subject name.

2) Select Department name in the Departments field.

3) Select Order Id in the Order field.

4) Select the ticket Status in the Status field.

5) Select the Ticket Priority in the Priority field.

6) Specify the Description in the Description field.

7) Attach any files in the Attach File(s) field.

8) Click Submit Ticket button the ticket will be created in both frontend and

backend.

9) To view the ticket details, click the Subject field in the ticket row. The ticket

Details page will be opened.

10) The Comment field is to post a comment by Customer.

11) In Attach File(s) field is to attach any file.

12) After wrote a comment click Post Comment Button.

13) The Comment will be successfully posted to Admin side and Customer side.

14) The Conversation Field displayed the customer comment and the Admin Reply

as well as it displayed what time the comment will be posted and what time the reply

will be posted.

15) The Conversation field also displayed the customer name and admin name.

(i.e.) if the customer post a comment means the customer name will be displayed. If

the Admin Post a reply means the Admin name will be displayed.

16) The Conversation field also displayed the Attached file name in both frontend

and backend.

17) Giving background color to differentiate the customer comment and admin reply.

18) By clicking the hyperlink to view the attached files.

12) Help Desk Configuration:

1) To show the department in frontend of Magento select yes in the Show

Department field.

2) Similarly, To show the Priority, Order, Status in frontend of Magento select Yes

in the Priority field, Order field and Status field.