The Magento Help Desk: Support is important

The Magento Help Desk: Support is important

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Any online shop has a lot of components. It consists of various functions that are necessary to navigate, boost performance, search, and so on. One of such elements that are vital for eCommerce projects is the customer support service. The way you treat your customers is the core of the relationship between you and them. Without customers’ loyalty, it’s impossible to build a successful business. When something goes wrong, it must be solved as soon as possible. Believe us, there is always something that goes wrong. Moreover, it depends on the size of your company. If you already have a rather popular store with a massive base of clients, it means you have various problems every day. The support team should be able to process all requests in time. 

For this purpose, Mirasvit developers designed an add-on that enhances all the support capabilities, granting you an amazing opportunity to make your business grow. To realize the real potential of the module, let’s see what’s inside of it.

The best module on the market

Set up the module to meet your needs

customer view
  • The term “adaptable” refers to settings that can be altered. You will have ultimate control over every ticket you receive. The General page contains the most significant information about the ticket, as well as the most crucial action buttons: Change the ticket’s status/priority as a result. Make a decision on the department you want to work in. If the settings are left alone, the response is sent to the client, but it can be changed to go to someone else. What are the advantages of doing so? Customers are unclear who to contact or are unable to contact the proper department or person. With this plugin, customers may be passed to third-party receivers so that they can connect with them in private messages or public forums. To browse from the current ticket to all of the customer’s tickets, select the Other Ticket Tab. A list of all the requests you’ve made may be seen here. The More page contains more information on the ticket that may be of interest to you right now. Managers may choose to refocus their concerns and develop new categories to make them easier to locate.
  • Access. Using the administration interface, you may manage the permissions of various support departments and managers. This is required for properly allocating responsibilities and managing tasks, as well as ensuring that no one has access to tickets for which they are not responsible. As a result, you may want to restrict your Sales support staff’s access to tickets related to sales difficulties. 
  • Workflow is governed by a set of rules. Set your own rules to maximize compatibility. Workflow rules are the most effective approach to saving time and money by automating certain procedures. You may instruct the module to delete requests that haven’t gotten any answers from customers in a certain length of time, for example. Here’s an example of a beneficial rule: a ticket’s status is changed when it receives a response; if a ticket does not receive a response within a specific length of time, the customer is alerted. 
  • The management of the ticketing system. Customers may rapidly analyze, respond to, or close a problem by using a simple tab that displays the history of created tickets. This is convenient as well as time-saving.

Make the module work for you

  • The conversion is accomplished entirely on its own. Another useful feature is the ability to link email accounts to the desk. Incoming emails may now be transformed into tickets. Using complicated algorithms, this module detects and turns client emails into tickets, which are then sent to the Help Desk. This is especially useful if you have many email boxes for various departments, such as technical and sales. Your customer service agents and support employees will no longer be required to log in. 
  • Customers frequently call customer service in order to return items. Despite the fact that this is a support problem, RMA requests should be created to aid the support staff in their job organization. Because the conversion is automatic, you don’t have to do anything. After being converted, a request is forwarded to the relevant extension.
  • Filtering SPAM You may save your support staff time and effort by blocking spam from reaching them. Set up filters to detect and delete unwanted messages from discussions. This may be accomplished by combining the header, subject, and body filters to create a wide range of designs. This method is quite beneficial in terms of time savings and productivity gains.

Intuitive Use

the interface
  • There aren’t any sophisticated backend. Managing support is a breeze with the Help Desk MX interface. The administrator can examine all of the issues and vital data from a single tab. With the help of the filter system, organizing tickets is a breeze. As a consequence, you may categorize them according to date, priority, client, and a variety of other criteria. If the criteria aren’t enough, try using the keyword search tool to find the ticket you’re looking for. It’s also possible to personalize the user interface to your liking, which is wonderful. Select what should be displayed to personalize the add-on.
  • An amazing user interface. Because of its straightforward design, any user may quickly learn how to use this plugin. Customers do not need to complete a large number of forms; instead, they must choose the right options for the tickets they produce, such as priority and department. It also allows you to attach files, which is useful if you need to prove that an issue exists. This makes it easier for the support team to locate answers faster!
  • These are the most convenient ways to get in touch with us. Allowing users to contact your support staff even if they aren’t authorized is crucial. Many people may have forgotten or never logged in. Customers can contact the customer support department using the Contact Us button on the left, the Contact tab with a special feedback form, and the Help Desk area for registered users.

More Features

  • Post-surveys. Inquire about your store’s customer service once the matter has been rectified. This allows you to evaluate the service’s quality, correct problems, and inspire employees to achieve the best possible results. Furthermore, such surveys offer people the feeling that they have real power and that they can make a difference if they are unhappy, which is crucial in eCommerce. 
  • Email is used to send notifications. If each ticket has something special about it, send an email to your customers. Managers may add personal notes to any client complaint using the plugin. As a consequence, your clients are always aware of the most recent information. 
  • All knowledge is built on this basis. It’s only reasonable that additional Mirasvit expansions will be issued in the future, given that this isn’t the first. As a result, the Knowledge Base plugin may be used to allow customers to search for solutions right on the page where they’re submitting their complaints. If you already have an answer in your knowledge base, you don’t need to create a new ticket and add it to the support team’s workload. 
  • Reports. When it comes to expanding your company, education is crucial. One of the most effective methods for enhancing store production and resolving problems is to do an analysis. You’ll have all the information you need in only a few clicks. The module allows you to look at the number of new and changed tickets, as well as the number of answers and solved issues, and the time it takes the team to handle and address a problem. Survey metrics and response rates. 
  • Components with a wider range of functions. With the Magento Help Desk add-on, your customers can effortlessly fill out their concerns, giving you the most important issue-related information! To make tickets as thorough as possible and to make the resolution process run more easily, create additional fields and add them to your request form. To expedite the process, request that your customers provide you with a reason to contact them or something similar. The following tabs have this option: a simple form, a separate menu, a ticket creation interface, and a pop-up window.

Conclusion

Without a doubt, this is the greatest Magento 2 Help Desk plugin, since it has all of the important functions. You may improve your shop significantly with the aid of this Mirasvit plugin. In the world of eCommerce, excellent customer service is crucial. As a result, if you want to grow, this extension is the way to go.