A all-in-one customer service suite for you Joomla! website.
The Helpdesk Component is an advanced support system, which is also known as Customer Service or Customer Support Software. With this effective and efficient solution you will be able to implement, manage and create a flexible customer support solution, efficient for both customers and support staff.
All in your Joomla! website without extra systems involved to make management harder.
The ticketing system in the component can be the simpliest but easily extensible to the most complex workflows by setting status workflows, access based on valid contracts, unlimited custom fields, e-mail notifications, custom ticket views managed by support agents, ticket merging and many more available for you to create YOUR customer service in your Joomla! website without any external service.
Create and manage downloads with possibility to have groups, time-based access and licenses. Add new versions and allow users to download all versions or only the last one. Customers can also subscribe products to be notified of new versions.
Create a self-support area for your customers by creating knowledge base articles with helpful content and try to reduce the number of support requests dramatically. If a ticket can be common easily convert it to a knowledge base article or set to popular articles automatically appear in the FAQ.
Base your ticketing with contracts where only customers with valid contracts will be able to request support. Contracts can be based in hours, days, months, years or number of tickets.
You can use the helpdesk to manage your clients information such as files like contracts, set contracts to access the helpdesk, set users and download licenses. All the customer information available to your support agents in one single tool.
The component includes a public discussions area where you can allow customers to start discussions that are available to all and can improve the involvement of your community.
The author of the discussion is able to select an asnwer and users can vote in questions and answers aswell.
Every time a ticket or a message is created the component sends e-mail notifications to the assigned user or the customer, however, further notifications can be sent to site administrator, client managers, workgroups administrator, other support agents or other users that must be acknowledge.
Create tickets and messages directly from e-mail accounts with the possibility to create user accounts automatically. For larger support installations you may set e-mail's to be sent by cron.
The component integrates with multiple components to improve your customers experience. Currently it integrates with JomSocial, Sobi Pro, Mosets Tree, Community Builder and with our Store Integration component you can automate the helpdesk with DigiStore, redShop and Virtuemart.
The mobile interface is still under development and currently is only available for support agents to manage tickets. Further functionalities will be added to the mobile interface in the future.
There are a series a reports available for you to have to track different areas of the helpdesk like tickets times, number of tickets, tickets per status, timesheets, downloads statistics and a custom report builder.