Post on 07-Jul-2020
FME Extensions
Help Desk & Support Management System
User Guide - Version 1.0
http://www.fmeextensions.com
support@fmeextensions.com
FME Extensions Help Desk & Support Management System
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Intended Audience The content of this document is designed to facilitate the users -managers, supervisors and others of Help Desk & Support Management System Extension for Magento. A step by step instruction has been added to this document to help users to install the extension on Magento. This extension will only work on Magento. As a safe practice always backup your files and database before installing any extension on Magento. If you are looking for someone to install the extension we can do it for you as well. Just go to the following link and let support know the order id to expedite the installation process. Go to: http://www.fmeextensions.com/magento-extension-installation.html Once you have installed please see the User Guide to help you understand on how to use the extension to its full capacity. If you still have questions feel free to contact us on our website. If you have any custom requirements feel free to touch base with. Just email support@fmeextensions.com with the description of the requirements and they will get back to you with estimates. For further help or support, feel free to reach us @ http://support.fmeextensions.com.
FME Extensions Help Desk & Support Management System
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Table of contents
I. Help Desk & Support Management System – Extension
Intended Audience II. Table of contents III. Getting Started!
Overview IV. Extension Features
Manage Tickets
Create Departments
Draft Multiple Email Templates
Notification Emails
Tickets Management Statistics
Auto Replies V. User Guide VI. Disclaimer VII. Support VIII. Customization IX. Need a New Custom Extension?
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Getting Started!
Overview
Magento Help Desk extension allows your customers to post tickets
regarding your products through a comprehensive ticketing system.
It allows you to create departments, use 5 types of templates with
auto responding tools, change priorities and view ticket statistics from
the back end. You can customize settings for frontend and enable
alerts to remain notified each time a ticket is generated. Manage your
support, sales and customers care department with FME Magento
ticket sytem.
Extension Features
Manage Tickets
✓ You can view tickets posted by customers and change their settings
Create Departments
✓ Create Departments for specific tickets and assign auto replies to them
Draft Multiple Email Templates
✓ You can draft up to 5 different types of email templates for auto-response
Notification Emails
✓ You can create templates to send notification emails to customers and staff
Tickets Management Statistics
✓ Ticket management statistics allows you to view the number of tickets sent to which department
Auto Replies
✓ Create and Enable/Disable auto replies for specific actions
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User Guide
After installation of module, make sure the setup is upgraded and static-contents are deployed. Login
to admin panel and flush you Magento cache storage.
I. How to Submit/Reply to Tickets:
Step 1 – Go to Help Desk at the Froentend: At the frontend you will find the help desk. Fill the required information; for the purpose of this
demo we have added the following information.
Step 2 – Go to “Manage Tickets” at the Backend:
At the backend, go to “Manage Tickets” from the FME Extensions tab. Here you will find the
submitted query. Click on it to continue.
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Step 3 – Ticket Information:
Here you can edit the ticket information as par your requirement. For the purpose of this demo you
we have added the following.
Step 3 – Frontend:
Now at the frontend your query will appear as the following. You can reply to it or edit it from the
backend.
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II. How to Manage/Edit Ticket Priorities:
Step 1 – Go to “Manage Tickets Priorities” at the Backend:
At the backend, go to “Manage Tickets Priorities” from the FME Extensions tab. Here you will find the
following. Click on “Add Ticket Priority” to continue.
Step 2 – Fill the Rule Information:
Here you will have to fill your priority information. For the purpose of this demo we have added the
following information.
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III. How to Manage/Edit Ticket Email Templates:
Step 1 – Go to “Manage Email Templates” at the Backend:
At the backend, go to “Manage Email Templates” from the FME Extensions tab. Here you will find the
following. Click on “Add Email Template” to continue.
Step 2 – Fill the Template Information:
Here you will have to fill your template information. For the purpose of this demo we have added the
following information.
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IV. How to Manage/Edit Ticket Premade Replies:
Step 1 – Go to “Manage Premade Replies” at the Backend:
At the backend, go to “Manage Premade Replies” from the FME Extensions tab. Here you will find
the following. Click on “Add Email Template” to continue.
Step 2 – Fill the Reply Information:
Here you will have to fill your reply information. For the purpose of this demo we have added the
following information.
V. How to Manage/Edit Ticket Premade Replies:
Go to “Department’s Stats” at the Backend:
At the backend, go to “Department’s Stats” from the FME Extensions tab. Here you will find the
following.
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VI. How to Configure the Extension:
At the backend, go to “Configurations”, you can go there from FME Extensions tab. Here you will have
access to the following configurations:
General Settings:
Enable / Disable the Extension
Show Priorities on frontend
Show Departments on frontend
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Default Department: If customers won't be able to see departments list while submitting a
ticket then this will be assigned
Default Ticket Priority: If customers won't be able to see priorities list while submitting a ticket
then this will be assigned
Default Ticket Status
Default Email Template
Allow file uploads
Max File Size (Mb)
Accepted File Types: Enter file extensions allowed separated by a comma. e.g doc, pdf Leave
blank for all types.
Allow Customers to post message
Alerts and Notices:
New Ticket Alert
New Message Alert
Email Copy To: Enter email addresses separated by a comma. e.g abc@test.com, xyz@test.com
Default Alert Email: Used to send out alerts and notices to staff
Default Alert Name: Used to send out alerts and notices to staff
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Autoresponders:
New Ticket
New Message
Close Ticket Notice: Ticket closed notice sent to the user
Disclaimer
It is highly recommended to backup your server files and database
before installing this module.
No responsibility will be taken for any adverse effects occurring
during installation.
It is recommended you install on a test server initially to carry out
your own testing.
Support
You can also find Step by Step guide on this extension by visiting Help
Desk & Support Management System product page on our website. If
you need more information or have any questions or problems, please
refer to our support helpdesk:
http://support.fmeextensions.com
You can log a ticket and a support technician can assist you further.
If you are still struggling with your extension, submit a request via
support@fmeextensions.com
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Customization
If you have requirements that are not covered by our extension and
you need to have our extension customized, feel free to email us with
detailed requirements at support@fmeextensions.com
You can also fill out a Request for Quote form here and we can get back
to you with a quote: http://www.fmeextensions.com/quickrfq
Need a New Custom Extension?
We can build a new extension based on your custom requirements if
needed. Feel free to email us at info@fmeextensions.com