-Nested categories : Helpdesk Pro allows you to define unlimited ticket categories in unlimited depth level. For each category, you can assign managers (multiple managers for a category is possible) to that category and when customers submit tickets to that category, managers will receive notification about the ticket. He can then access and reply to the ticket(both from front-end and back-end) .
-Manage tickets from both 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....
-Powerfull custom fields feature : 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.
- Multiple attachments per ticket : 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).
-Allow public users to submit ticket: 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.
-Ticket History feature allows logged in users to see all tickets which he submitted, view/reply/change status/rating for a support ticket.
-Powerfull search feature : You can search for a support ticket by sumitter user name, email, user ID, can search by ticket subject, description...
-Powerfull emails notification system:
+Sending notification email to managers/administrator when someone submit/add comment to a support ticket
+ Sending notification email to customers when support ticket is replied.
-Customers feedback : The 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.
-Multiple ticket statuses and ticket priorities : The system comes with some default ticket status and priorities . You can define new ticket status/priority if you want to meet your need.
Unfortunately the component doesn't offer much besides a glorified contact form. There absolutely no statistics or analysis of support tickets. No internal notes of any kind. No FAQ/self help sections at all. No ability to create tickets for clients from the front end. Actually there's no front end at all besides a support form. Back end access to support staff doesn't sound like a good idea to me, but I'm sure there's a market for that somewhere.
I can go on with the lack of features for a while but there's a couple of other points I want to touch on.
I'm personally not a fan on the inclusion of the entire bootstrap package included. It applies styling by default to certain joomla elements like the print/email buttons and white underlining on header tags and it's a problem when designing a layout since it creates additional conflicts you have to keep in mind. Also it includes jquery automatically so if you call JQ from your template you are going to have multiple instances on any part of the support component. The "include bootstrap" check box works for both bootstrap and jq so again you need to either include boostrap as part of the core site or dig through the component sourcecode to remove the additional jq calls. It's a hasstle to keep a clean environment with this extension.
Lastly I had the unfortunate need to contact customer support. When I ordered the extension I never received the e-mail with a download link. I contacted the developer and received no response. They finally got back to me when I opened a pay pal dispute.
If you intend to use this component on top of a generic rocket theme template for a hobby site maybe it's a good fit. If you need a helpdesk system with any actual production value I'd not recommend it.
There are many add-ons and modules available out there, but many are stale in development and have poor, or very lengthy response for feedback and technical support. Tuan is excellent in both response time and understanding of the issue or request, which makes this the tool to use for trouble ticket implementation on your Joomla! site. Great job!!
Help Desk Pro is the third and last ticket in system I'll use. It has all the features my small business needs and my client have no problems submitting support tickets to me.
I am VERY happy with this mod.
Simple to install. Very customizable and easy to use.
If you want a component to fix your ticket management system on your joomla site, stop here. This is a clean component that will make you love your site. And, the support is great.
I have changed a few language files to make the fields display exactly what we wanted but Helpdesk Pro has a built in translator to change this for you.
When i needed a feature to change, it only took me raising a support request and asking for it and within a day the development team had told me how to do it via coding and within a few hours released another update to the core coding for general release.
I am very impressed at this customer service and will recommend this extension to everyone.
The customer support is excellent and if the extension is lacking certain functionality you can email the developer and they will add it for a fee which is great and will save you having to use more than one extension