If you want your business to stand out in a competitive eCommerce market, it goes without saying that you need to provide BEST Customer Support Services.
Magento is one of the dominant open-source eCommerce framework available, but to make it even capable of providing customer support, all you need is 'Help Desk System' Extension. Carefully crafted by the hands of expert developers at Emipro Technologies, this extension enables you to provide seamless customer support.With the help of this extension, Customers and Administrators can handle support tickets, communicate in real-time via email notifications and much more. Various features keeping both, customers and administrators in mind are listed below:
After installing this extension, the customer can create a support ticket from their account. Admin will be notified when the customer creates a new ticket.
Admin can reply into that ticket from admin panel and can also use 'Frequent Responses' to load the common text. Admin can assign the ticket to another admin or support person. This conversation can also include attachment if required.
The customer can select appropriate ticket department and priority for ticket (Low, Medium and High).based on his query. Admin can create multiple support ticket departments. Admin can set department's default assignee support person so that when the customer creates a ticket belonging to that department, ticket will be automatically assigned to the default assignee person.
Based on ticket conversation, the ticket will hold different statuses. Various ticket statuses are New, Waiting For Customer, Waiting For Support, Closed and Reopen.
Super admin and assignee both are just Magento admin. Super admin can have access to all support tickets and can also receive the emails for conversations of all tickets. But assignee can have access to only support tickets which are assigned to him by super admin and will get emails for those tickets only. Super admin can be selected under the configuration settings.
When the ticket is created, all super admin will be notified by an email. When any of them assigns it to other admin, that admin will be notified by an email that a ticket is assigned to him. After that, customer and admin will get constant email notifications whenever any of them posts reply in it.
Admin or assignee can have an internal official discussion in the support ticket itself. By this way, admin can keep track of other required information that could be useful in future as a reference. As it is an internal matter, it will not be visible to the customer. When super admin or assignee sends a message to any other admin, that ticket will be now visible to the other admin. That admin will be notified by email about the message sent to him.
Flexible Ticket Statuses