{"id":2222,"date":"2016-12-21T11:37:11","date_gmt":"2016-12-21T11:37:11","guid":{"rendered":"https:\/\/www.knowband.com\/blog\/?p=2222"},"modified":"2022-08-13T12:01:14","modified_gmt":"2018-03-09T12:31:28","slug":"magento-deskoid-extension","status":"publish","type":"post","link":"https:\/\/www.knowband.com\/blog\/user-manual\/magento-deskoid-extension\/","title":{"rendered":"Magento Deskoid Extension – User Manual"},"content":{"rendered":"

1. Introduction of Magento Helpdesk Extension:<\/strong><\/h2>\n

The Magento Helpdesk extension<\/a> by Knowband will act as a Ticket Management System for a particular store and will make easier for the store owner to manage the ticket which will be raised on his store by the customers.<\/p>\n

It is a very useful Magento extension for both the ends i.e for merchant and the customer because it lets the customer to raise the ticket in a very convenient way and at the other end lets the merchant manage the ticket in a very efficient way. The Magento desktop helpdesk also shows the merchant the details of the customer those who have raised the ticket on his\/her store.<\/p>\n

2. Installation<\/strong><\/h2>\n

After purchasing Magento customer helpdesk extension, you will get following files as shown in below screen:<\/p>\n

    \n
  1. deskoid.zip (contain source code of the extension)<\/li>\n
  2. User Manual<\/li>\n<\/ol>\n

    Follow the following steps to install Magento customer contact extension:<\/p>\n

      \n
    1. Unzip the deskoid.zip folder<\/li>\n
    2. Copy all the files and folder of unzipped folder into your store root directory<\/li>\n
    3. After coping all the files and folders, clear the cache.<\/li>\n
    4. Just open any page of your store. Magento will install the Magento module at the time of loading of any page.<\/li>\n
    5. After installing, please login into your admin panel. And go to the below menu:<\/li>\n<\/ol>\n

      System > Configuration > Advanced<\/strong><\/p>\n

      Here you will see that, the Magento ticket system module is listed.<\/p>\n

      3. Extension Interfaces<\/strong><\/h3>\n

      There are two ends from where user will interact with helpdesk extension functionality. They are following:<\/p>\n

        \n
      1. Admin Interface of Magento customer support extension(Only be accessible by admin\/store owner\/support)<\/li>\n
      2. Customer Interface of Magento customer support extension (anyone can see and customer raised tickets from here)<\/li>\n<\/ol>\n

        Each interface of the Magento desktop helpdesk by Knowband has been explained in the next section.<\/p>\n

        4. Admin Interface<\/strong><\/h3>\n

        This interface of the Magento customer helpdesk will only be accessible in admin panel. After installing Magento customer contact extension, deskoid menus will be visible in the menubar as shown in below screen:<\/p>\n

        <\/p>\n

        There will be 4 submenus from where you can configure your Magento ticket system as well as manage your tickets.<\/p>\n

        4.1 Configurations<\/strong><\/h4>\n

        Here admin can enable\/disable his Magento desktop helpdesk at any time. Also will give option to fetch customer replies from his email. The configurations panel of the Magento customer helpdesk is given below:<\/p>\n

        <\/a><\/p>\n

        Fields<\/h3>\n
          \n
        1. Status:<\/strong> By default this field of Magento customer contact will be disabled. On the basis of this setting whole system on front will work accordingly. If the Magento ticket system is disabled, then system will not allow customers to create new tickets<\/li>\n
        2. Sender\/Support Email:<\/strong> Required field of the Magento contact us extension and default will be empty. This will be the email id of sender or store owner or something else that admin wants. All the emails related to tickets will be send to customers by using this email id.<\/li>\n
        3. Sender\/Support Name:<\/strong> Required field of the helpdesk extension and default will be empty. Can be any name that admin wants. This name will be set as sender name in the email send to customer related to tickets.<\/li>\n
        4. Support Link Position:<\/strong> Default position of the Magento customer support extension will be left edge of the website. From here, you can change the position of \u201cGet Support\u201dlink on front end as per your need.<\/li>\n
        5. IMAP Status:<\/strong> Default will be disabled. With the help of this, system can fetch replies send by customer on the sender\/support email will be fetched by system and tracked into system.<\/li>\n
        6. IMAP Url:<\/strong> Required if IMAP is enabled. Here you have to give IMAP url of sender email ID. To know about IMAP URL, see appendix A.<\/li>\n
        7. Port:<\/strong> Required in case of IMAP is enabled. Default values will be 993. See appendix A.<\/li>\n
        8. Password:<\/strong> Required field of Magento extension, in case if IMAP is enabled. Password of the sender email ID. See appendix A.<\/li>\n
        9. Save & Continue:<\/strong> After clicking this button, system will first validate settings and then save settings into system.<\/li>\n<\/ol>\n

          4.2 Ticket Topics<\/strong><\/h4>\n

          In this field of Magento customer helpdesk, admin will manage all the topics related to customer queries. With the help of these topics admin will be able to identify what type of issues customers mostly faces.<\/p>\n

          4.2.1 Topic List<\/strong><\/h5>\n

          When admin will click on \u201cTicket Topics\u201d menu, then Magento customer contact will by default open the list of all the available ticket topics that he has created. The list will be shown to admin as shown in below screen:<\/p>\n

          <\/a><\/p>\n

          Columns<\/h4>\n
            \n
          1. ID:<\/strong> Unique id of the topic.<\/li>\n
          2. Topic\/Subject:<\/strong> Label or Topic or Name of the subject. By default label will be shown in this list in default store view.<\/li>\n
          3. Date Added:<\/strong> Date on which corresponding topic is created.<\/li>\n
          4. Date Updated:<\/strong> Date at which corresponding topic is last updated.<\/li>\n
          5. Status:<\/strong> Status of the corresponding record.<\/li>\n
          6. Edit:<\/strong> Link to edit corresponding topic.<\/li>\n
          7. Delete:<\/strong> Link to delete corresponding topic<\/li>\n
          8. Add New:<\/strong> By clicking this button, system will redirect you to page from where you can add new topic.<\/li>\n<\/ol>\n
            4.2.2 Add\/Edit Ticket Topic<\/strong><\/h5>\n

            Whenever admin will click on \u201cAdd New\u201d or \u201cEdit\u201d button on topic listing page, the Magento extension will open a form where admin can create\/edit topic as shown in below screen:<\/p>\n

            <\/a><\/p>\n

            Fields<\/h4>\n
              \n
            1. Status:<\/strong> Required field of the Magento ticket system and by default will be enabled. According to this value, the corresponding topic will be available to customers on front end.<\/li>\n
            2. Label\/Subject:<\/strong> Required field and default will be empty. This field of Magento contact us extension will be a store specific field. Admin must have to provide value for each store view.<\/li>\n
            3. Back:<\/strong> To return back to list.<\/li>\n
            4. Save:<\/strong> On clicking this, helpdesk extension will first validate form values and then save in to database. After saving, Magento customer support extension will redirect admin to topic listing page with success message.<\/li>\n
            5. Save and Continue Edit:<\/strong> This button of Magento desktop helpdesk will also have simliar functionality as like \u201cSave\u201d button with the difference that, it will redirect back to same form with success message.<\/li>\n
            6. Delete:<\/strong> Display only in case of topic editing. On clicking this button, Magento customer helpdesk will delete corresponding topic from system.<\/li>\n<\/ol>\n
              4.2.3 Delete Topic<\/strong><\/h5>\n

              To delete the topic of Magento customer contact, we have given delete option with each topic in list as well as topic edit page. On clicking this link, Magento ticket system will first ask for confirmation. As per your confirmation, system will delete the corresponding topic from system.<\/p>\n

              There will be no impact of this deletion on tickets raised by customers by using deleting topic.<\/p>\n

              4.3 Customer Tickets<\/strong><\/h4>\n

              In this field of Magento contact us extension, admin can see all the customer queries and resolve queries by making reply on him.<\/p>\n

              4.3.1 Customers Ticket List<\/strong><\/h5>\n

              By default, when admin will click on \u201cTickets\u201d menu, system will open list of all tickets as shown in the below screen:<\/p>\n

              <\/a><\/p>\n

              Columns<\/h4>\n
                \n
              1. Ticket Number:<\/strong> System generated unique identifier for each ticket. This will be unique for each ticket.<\/li>\n
              2. Customer Name:<\/strong> Name of the customer who has raised the ticket.<\/li>\n
              3. Customer Email:<\/strong> Email id of the customer who has raised the ticket.<\/li>\n
              4. Subject\/Topic:<\/strong> Topic on which ticket is based on.<\/li>\n
              5. Summary:<\/strong> Summary of the ticket.<\/li>\n
              6. Last Message:<\/strong> Time at which last message\/reply send to customer by support or to support by customer.<\/li>\n
              7. Website:<\/strong> Name of the website on which ticket has been raised by customer.<\/li>\n
              8. Priority:<\/strong> This column of Magento customer support extension will show the priority of each ticket in different color. So that your can easily identify which ticket is critical or not.<\/li>\n
              9. State:<\/strong> Display the current state of ticket.<\/li>\n
              10. Action:<\/strong> Here you will have following option to each ticket:\n
                  \n
                1. View Ticket:<\/strong> By selecting this option of Magento extension by Knowband, system will open ticket view page on which you can see all the details of ticket as well as replies on the ticket. From here, you will be able to send reply on ticket to customer.<\/li>\n
                2. View State History:<\/strong> On selecting this option of Magento desktop helpdesk, system will shown priority change history in popup box as shown in below screen:<\/li>\n<\/ol>\n<\/li>\n<\/ol>\n

                  <\/p>\n

                  State of the ticket will shown as last state will shown on top.<\/p>\n