FME Extensions - marketplace.magento.com · This extension will only work on Magento. As a safe...

FME Extensions

Help Desk & Support Management System

User Guide - Version 1.0

http://www.fmeextensions.com

[email protected]

https://www.fmeextensions.com/magento-help-desk-professional.html

http://www.fmeextensions.com/

FME Extensions Help Desk & Support Management System

2 User Guide www.fmeextensions.com

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 [email protected] 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.


http://www.fmeextensions.com/magento-extension-installation.html

mailto:[email protected]

http://support.fmeextensions.com/



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?



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



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.



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.



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.



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




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


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.



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



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 [email protected], [email protected]

Default Alert Email: Used to send out alerts and notices to staff

Default Alert Name: Used to send out alerts and notices to staff



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

[email protected]

http://administration.fmeextensions.net/helpdeskprofessional/index.php/admin/system_config/edit/section/helpdesk/key/ac7b74e6d5c4f77f3f4274828c07641f/








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 [email protected]

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 [email protected]


http://www.fmeextensions.com/quickrfq

http://www.fmeextensions.com/quickrfq


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