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MaQma Helpdesk ComponentModulePlugin

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.

Flexible yet powerful structure:
* Flexible security structured with different permission levels for both customers and support staff
* Complete solution including ticket, knowledgebase and task management plus other great value-add features
Contract based support:
* Limits based on years, months, days, number of tickets or labour hours
* Configurable per workgroup, allowing to use the same system to support ad-hoc and contract based clients.
Advanced ticket options:
* Dashboard view with filtering and search capability
* Support agents can build their own views
* Extensive ticket detail including ability to add replies, notes, time spent and task tracking to each ticket
* Timesheet reporting, allowing you to track time spent
* Pre-defined replies
* Custom fields
* Automatic and manual ticket assignment
* File attachments support
* Allowing explanation of technical terms
* Keyword auto highlight: any known keywords used in Knowledgebase are highlighted offering instant explanation
Export engine:
* Ability to export to csv format customisable set of fields
* History of exports are tracked and available for redownload (while records marked as exported)
* Categories support
* Support for usability rating by users
* Attachment support
* Comments support
* Ability to hide via publish/unpublish
Reporting engine:
* Workgroup analysis
* Client Analysis
* Support Staff Analysis
* and more...
Other handy features:
* Ability to stick tickets to appear at the top
* Ability to bookmark ticket(s) and knowledgbase article(s)
* Ability to post system-wide through to client specific announcements
* Email fetching, Support for replying and creating new tickets via emails (currently support POP3 and IMAP)
* and much more...

Integrations with JomSocial
MaQma Helpdesk integration with JomSocial is available in different ways:
* Show the customer status inside a ticket (when viewed by a support agent)
* Link to the customer profile inside a ticket (when viewed by a support agent)
* Post KB comments in the users wall
* Post KB creation in the users wall
* Usage of JomSocial avatars

Integrations with Stores
MaQma Helpdesk can be integrated into Virtuemart, Redshop and Digistore by using the component Store Integration available in our website.

Also integration with JoomFish, jomLike, SobiPro, ArtOfUser and MosetsTree

Report Extension




Reviews: 2
We have a moderate-traffic support desk for a few applications. Unfortunately, there are limited options for Joomla, but there are better ones. At first, it may seem like it's robust enough to handle everything you could possibly need, but that's only true if it works reliably. In my experience, it hasn't.

The configuration settings are an illogical mess. Even the most complicated Joomla extensions shouldn't require a manual to set up, but this one does. Things are oddly grouped and organized in a way that only makes sense to the developer, not to a support that has to use it daily.

Upgrades from previous versions to the newest version are not stable yet (mine needed manual repair for a missing table column). Ironically, support of the extension is slow. It took over a week to get a response from the developer. Updates are few and far between, which is not a good thing considering how many UI bugs there are. As I said, it looks good at first, but it doesn't take much of a pounding by support tickets for things to go haywire.

I hope the developer fixes this because it looks like it has promise. And if you have a few tickets a month, you'll live with the "quirks" (if you can live with the price). But I'm migrating to another extension for our needs.
Owner's reply

Hi Ron, this comes like a surprise for me

* No one in all this years of this extension complained about being a "illogical mess" so I don't know why you think that, I really would like to get that feedback from you.

* One issue in one update for which we provided a solution.

* Regarding UI bugs would like to have known about them, sometimes we have to do overrides because of the thousands of templates out there.

* Regarding being good when having a few tickets, we have customers dealing with 1.000 and 3.000 tickets a month, having now in database more than 50.000 tickets and no one ever complained about this.

* You are free to request a refund for it.


Reviews: 1
This extension is one of the best I´ve ever seen. Pedro is also a great help if you has some questions. We had problems with out template but pedro fixed it directly.
Reviews: 2
Excellent service from Pedro, and a brilliant component from start to finish!
Reviews: 1
I started with Trellis helpdesk several years ago and lets say "it did the job". Unfortunealy the developer stopped working on it. Since last year as i moved to Joomla i was searching for a solution which is able to have custom fields AND do search and filter on that. I quickly found Maqma helpdesk but as a poor developer i decided to check the open source ones. End of 2013 that dreams was over, Either it was badly designed or lacks information or the developer was not reachable.
THEN i took the plunge and bought Maqma helpdesk. Since then i happily work with it, It even expanded my visions of what can be done. The product is well designed meets exactly what is needed and much much more, the developer is nice and motivated and helps you solve your problems quickly. Price is very reasonable, too
Facite: See Review Title
Reviews: 2
I have been using this component and have watched it mature to where it is now. It doesn't get any better and the support has been the best I have ever received from a component developer. In regards to the negative post below, it is easy to tell the user is simply trying to get the developer to customize to his version. He/She would probably be happy if he forked a version just for him but we know that it doesn't work that way. It is also easy to tell that he is using the JED as a form of extortion. Bottom line, if you are looking for a professional help desk, imaqma is the best that is out there and this comes from someone that has tried them all. As far as support, it has always been professional and I have seen imaqma take a good suggestion and have seen it implemented sometimes in the next release. Nothing like a newbie to have a tantrum and post a ridiculous review. Lastly, because ot his component, my customers often comment to me how professional our support is and I must say I give the credit to imaqma. Even looking at all the reviews you will notice 99% give 5 starts, for a good reason.
Reviews: 1
This extensions is a perfect solution if you are looking for helpdesk solution for Joomla, the support is extraordinary. Pedro is very kind and helpful when you need support.

full of options makes this extension very useful.

All question asked were replied very fast. even better i asked to support Ajax register component with helpdesk and Pedro did it very kindly.

The quality of this extension and very good. One of the best extension i recommend to everyone.

thanks for making this available and keep it up.
Reviews: 1
The look and feel for the front end is decent for the User, but the navigation placements are not intuitive. The User must look around to find various functions; and this gets worse for an assigned Support Manager.

Individual support tickets. To enter the time spent for a ticket is very complicated. The support member must add a 'Task' and enter a time-frame of when they worked on the ticket. This task is not editable once completed from the Front End thus if the support member goes back to the same ticket they have to create a new task and re enter a new time-frame. Please note that one cannot just enter the minutes, or hours, spent trying to resolve a support ticket as the ticket progresses. For a good example of time tracking please see RSJoomla's RSTickets!Pro or BILLETS by Dioscouri.

Reporting. Last is the ability to export reports. This needs a lot of work to be presentable to a customer. Having better functionality and options to export in a CVS file, like that of component jDBexport by Schultz IT Solutions, is highly recommended.
Owner's reply

Hi, thanks for the feedback, if possible sends the navigation difficulties you had to help us improve it :)

For the times, you dont need to add a task, you can enable activity times per message and support agents can reply and add times. The concept of tasks is not for that.

For the reports, there are some reports with export and there is also an export tool where you can set columns and filters, not sure if you saw it.

For both the times and export just contact us and we will guide on it, it's our job to do it :)

Reviews: 4
Honestly, I don't know what we did before this when it comes to Joomla's help desks.
Reviews: 1
This extension is a complete solution for help desks. I found it very helpful and easy and bug free. I am using it for my new doctoring site.

One thing is that it would be better if one category can use for multiple departments.

Reviews: 1
We use MAQAMA for over two years here in Germany and we can say:

"MAQAMA ist the best HelpDesk solution what Joomla has ever seen!"

"Die beste HelpDesk Lösung die Joomla jemals gesehen hat!"

Many Thanks dear Pedro and Team!
Vielen Dank!
Reviews: 7
I wan to say this extension is great, it does what you need and a lot more of cool stuff, also the support form Pedro and his team is superb! i have made a ton of questions and they had answered each one helping me to solve each one of them in good timing.
Thank you!
Reviews: 2
This extension is really good. Powerfull, vast options to customize but easy to configure most of them.

The only problem with this extension is the technical support that is almost non existent. Also, the documentation is not that good, but can be improved.

If you buy this extension, you are on your own if you face problems with it. This is the reason I give this extension 4 stars instead of 5.
Reviews: 10
I have tested most of the "helpdesk"/"ticket" extensions on JED and have been a loyal user of RS Tickets for a couple of years, but on a project I needed one key function that RS couldn't give.

Allowing "employees" from the same "company" to be able to share "tickets" submitted by their colleagues.

Helpdesk did it!!

This extension is huge yet easy to use once you read the docs and understand how you wish your helpdask to work.
There a lot of features, dynamic tickets, Departments, Custom Fields, Mail Notification, FAQs, knowledge base, as so much more.

Allow your "staff" to create tickets for your customers, assign the ticket to other staff, automatically change status based on the previous state, add attachments, view ticket logs, create new users, this list keeps going on an on for the feature that are available on the front end.

Set specific departments for users to add tickets to, even create a staff department that only staff can view. Just blown away by how powerful this is.

As for the extensions support, it works, they use this extension themselves, the developers respond timely and are proactive regarding feature requests and any minor issues I have found.

Do not be put of by the price, what you get in comparison to other solutions is a well designed, smart looking, feature packed professional helpdesk solution.

I have not been as excited by an extension since I started using K2 all them years ago.
Reviews: 6
I have to say, we have used, developed, and tested a TON of helpdesk ticketing systems and i am happy we chose this one.

However I will warn you, this component is not for the newbie or impatient type of user. This has a lot of features and it is a MONSTER to set up. If you only need basic ticket functions I would say go with some other generic system. But if you need robust ticket, department, and user management that includes automation, then THIS is your new baby.

For anyone needing a very professionally built ticketing system that is damn near enterprise level software I would highly recommend this extension.
Reviews: 4 a Joomla Dev also, i must say congrats to the Maqma-Team and also "Thank you!" its one of the best products i / we have ever used and seen for joomla. We hope there will come more such componets from them... "Thumps up!" and again "awesome". There are not many companys with a stylish user interface and a ***** usability in the eyes. ONE OF THE BEST PRODUCTS EVER!
Reviews: 2
I have seen quite a few helpdesk systems in my 25 years in IT and Telecommunications. This is certainly the VERY BEST I have ever seen or used.

Its features are powerful, layout easy to use and customisable. Highly recommend it for any business operation
Reviews: 18
This extension is really powerful! I would love to give it a high grade. However, I sumbitted a ticket 10 days ago to the developer with what I thought could be a simple question, and still have no response.

Otherwise, it looks in a class of its own.
Owner's reply

Sorry, the 5 days of traveling for JandBeyond with strikes of air controls in Portigal screwed up our timings but we are catching all up already. Probably you already were answered.

Reviews: 9
i have been using another helpdesk ticket system on my support site. This product just BLOWS it away.

It is very comprehensive and has a lot of options to configure. Got stumped a couple of times. But submitted a ticket to developer and he responded quickly.

Encountered a couple of bugs and these have been fixed in the next release.

So glad I found this product.
Reviews: 4
This component is very robust. I use it for a call center with many clients. There are so many variables to configure that it can act almost like a full fledged CRM.

The documentation needs work, but maQMA states clearly that they are continually working on it. I can only imagine that they've had such a huge devotion spent to development rather than documentation. I would rather have a great component and try to figure it out myself than one that doesn't work but overly documented.

The support team is great! They responded to me within 2 hours to a "low level" question.

This component is HIGHLY recommended. I've spent more for components that do far less. There is another help desk component out there for twice as much that doesn't nearly do as much. I've researched them all thoroughly before I purchased it too.
Reviews: 16
iMaQMa Helpdesk is a powerful tool that will enable your Joomla! site to provide a comprehensive level of support to your Users and Clients.
Setting up the system can be quite detailed but that depends on the level and type of support you wish to offer.
Support from the Developers is excellent. Well done and highly recommended.
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