Helpdesk Pro is a professional Joomla support tickets / helpdesk extension developed by Ossolution Team. Building on the top Joomla framework and Twitter Bootstrap, Helpdesk Pro not only provide you an easy to use, features rich support ticket system but also a nice, clean, modern interface to end-users.
Helpdesk Pro allows you to add categories in unlimited depth level to categorize your support tickets. For each category, you can assign manager(s) and when customers submit tickets to that category, manager(s) will receive notification about the ticket. He can then access and reply to the ticket(both from front-end and back-end) .
When managers/administrator access to tickets management function (from frontend or backend), he will see list of all support tickets from the categories which he is assigned as manager. He can then access to the ticket, post reply to the ticket, change ticket status, change ticket category, change ticket priority....
When you see list of tickets, you can filter by category, filter by status, filter by ticket priority... . That help us find / manager tickets much easier.
Helpdesk Pro allows you to create custom fields (text input, text area, dropdown, checkbox.....) and assign these custom fields to categories. Each support category can has it's own custom fields . When customers submit support ticket to a category, they will be able to enter data for all additional custom fields which you created for selected category.
When customers submit ticket or reply to a ticket (adding a comment), they can upload multiple attachments to the message (the maximum number of attachment per message can be configurable from configuration section of the extension).
Helpdesk Pro has a config option allow public users to submit tickets without having to login. After submitting ticket, he will receive a confirmation email which has an unique link allows him to access to the ticket in the future.
You can define staff group and assign individual ticket to the staff you want. Staff can then login to frontend of your site, access to Tickets List to see his assigned tickets, work on the ticket, communicate with client to get the support ticket completed/finished.
Admin, Customers can add reply (comment, attachments) to a ticket by using Reply button from their mail client. No need for login to the site, access to support ticket and reply manually anymore.
If you have repeated answers which you usually use to reply your customers for their support request, you can add these answer to Pre-defined replies.Then when you reply to a support ticket, you can add these replies into the response. By doing that, you won't have to type the answer again and it will save you much time.
You can translate Ticket Categories, Ticket Statuses, Ticket Priorities, Email messages, language items... to all the languages you are using on your website.
If you provide support for software , Joomla extensions..., you will usually have to guide customer to find and change code (for programming languages, sometime it is PHP code, sometime it is HTML code or css code...). Helpdesk Pro added a feature which makes it easier for customers and you to read these code by supporting code highlighter (highlighter for most of programming languages are supported).
The extension allows you to assign COLORED LABLE to your ticket. This provides you another way for categorize support ticket (please note it supports colored label) and makes it easier for you to filter for ticket which has the same label. For example, in our case, we can create some different labels : BUGSmean the ticket reports a bug of our product, NEW FEATURE means the ticket suggest new feature which we should implement into our products....
This feature allows logged in users to see all tickets which he submitted, view/reply/change status/rating for a support ticket.
You can search for a support ticket by sumitter user name, email, user ID, can search by ticket subject, description...
Helpdesk Pro has a plugin which allows create support ticket when users use Joomla contact form on your site to send emails to administrator.
Allows you to export support tickets into a csv file
he extension allows customers to rate for your support . By having this feature, you will know how customers feel about your support and improve support quality if needed (very usefull)
The system comes with some default ticket status and priorities . You can define new ticket status/priority if you want to meet your need
The extension has a Community Builder plugin to display all tickets of the user in his profile
The extension has a configuration page which allows you to change many settings : email messages (email subject and email message), enable / disable attachments, enable/disable custom fields, default ticket status, default ticket priorities....