Introduction

Help Desk, Live Support

Helpdesk Pro is a professional Joomla 3.x, Joomla 4.x helpdesk/support tickets extension developed by Ossolution Team. Building on the top Joomla framework and Twitter Bootstrap, Helpdesk Pro not only provide you an easy to use, features rich, effective support tickets system but also a nice, clean, modern interface to end-users. Main features:


Nested Categories:

Helpdesk Pro allows you to add categories in unlimited depth level to categorize your support tickets. For each category, you can assign manager(s) and when customers submit tickets to that category, manager(s) 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....

Different ticket filter options:

When you see list of tickets, you can filter by category, filter by status, filter by ticket priority... . That help us find / manager tickets much easier

Powerful 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

Assign ticket to staff:

You can define staff group and assign individual ticket to the staff you want. Staff can then login to frontend of your site, access to Tickets List to see his assigned tickets, work on the ticket, communicate with client to get the support ticket completed/finished.

Reply Ticket Via Email

If it is needed, you can allow replying (adding comment/attachments) to a ticket by replying the email received from system. No need for login, access to the ticket and add comments manually anymore.

Knowledge base support

  • You can add un-limited knowledge base categories and articles, make it available to everyone
  • You can convert a ticket to a knowledge base article

Pre-defined replies:

If you have repeated answers which you usually use to reply your customers for their support request, you can add these answer to Pre-defined replies.Then when you reply to a support ticket, you can add these replies into the response. By doing that, you won't have to type the answer again and it will save you much time

Multilingual support:

You can translate Ticket Categories, Ticket Statuses, Ticket Priorities, Email messages, language items... to all the languages you are using on your website.

Code hightlight:

If you provide support for software , Joomla extensions..., you will usually have to guide customer to find and change code (for programming languages, sometime it is PHP code, sometime it is HTML code or css code...). Helpdesk Pro added a feature which makes it easier for customers and you to read these code by supporting code highlighter (highlighter for most of programming languages are supported).

Ticket Labels:

The extension allows you to assign COLORED LABLE to your ticket. This provides you another way for categorize support ticket (please note it supports colored label) and makes it easier for you to filter for ticket which has the same label. For example, in our case, we can create some different labels : BUGSmean the ticket reports a bug of our product, NEW FEATURE means the ticket suggest new feature which we should implement into our products....

Ticket History:

This feature allows logged in users to see all tickets which he submitted, view/reply/change status/rating for a support ticket.

Powerful search feature:

You can search for a support ticket by sumitter user name, email, user ID, can search by ticket subject, description...

Create tickets from contact emails:

Helpdesk Pro has a plugin which allows create support ticket when users use Joomla contact form on your site to send emails to administrator

CSV export:

Allows you to export support tickets into a csv file

Powerful 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
  • Sending notification email to staff when he is assigned to a ticket

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 (very useful).

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

Community Builder integration:

The extension has a Community Builder plugin to display all tickets of the user in his profile

Flexible config options:

The extension has a configuration page which allows you to change many settings : email messages (email subject and email message), enable / disable attachments, enable/disable custom fields, default ticket status, default ticket priorities....

Support PHP 7.4, PHP 8.0, PHP 8.1, PHP 8.2

Functionality
It's all there for me to manage ticket requests, especially the ability to create and respond to tickets via email.
Ease of use
Using the product is very simple and in case of doubt, support assists us with settings and configurations.
Support
Tuan support is top notch, quick response to all requests and even live modification of the component to meet a request.
Documentation
The online documentation is very complete, from installation to settings and uses of the various associated plugins.
Value for money
It's very good value for money. Don't hesitate to download this component, you will not be disappointed. I've been using it for several year
I used this to: The component is used to respond to requests from members of an association.
Functionality
Ottimo sia per utenti registrati, sia per utenti pubblici, risulta accessibile anche per gli utenti del sito poco avvezzi ad usare portali
Ease of use
Semplice da configurare, intuitivo e facile da usare, sia per gli utenti del sito, sia per gli utenti "risolutori".
Support
Rapido, perfetto, disponibile, cordiale e molto competente! Disponibili a modifiche e ad assistere anche i gestori dei siti poco tecnici.
Documentation
Completa, chiara, affidabile e di facile consultazione... e quel che non è scritto (ma è scritto tutto) può essere chiesto al supporto.
Value for money
Si tratta di un componente praticamente regalato. Solo per il supporto che danno vale almeno il quadruplo!
I used this to: Lo uso come sportello di ascolto e permette un facile utilizzo anche agli utenti che non sanno usare il computer. Riesco a dare assistenza ad ogni utente con semplicità e loro possono consultare i ticket anche senza effettuare il Login o rispondere al ticket via email.

Their support is always great!



Posted on 10 September 2021
Functionality
This is a support desk where you can attach attachments. It is designed to be supported by multiple staff members.
Ease of use
If you have some experience with Joomla extensions, you will be able to use it in a day by reading the instructions.
Support
Their support is always great. I use Eventbooking, Membership pro, and helpdesk pro and appreciate their flexible and helpful support.
Documentation
I think it's good enough, but if you feel it's not working as you expect, you can ask questions at the support desk.
Value for money
I find it very inexpensive considering how quick the support is. I don't think there is any other alternative or leading one for this.
I used this to: I will use this for my membership site help desk. I can get them to attach a file so I can get a better grasp of the question.

Simply perfect!



Posted on 05 August 2021
Functionality
The component does exactly what it promises and the features are easy to set up.
Ease of use
The component is very simple to use both on the administrator and on the user side
Support
The support is great. They helped me with customization and are very fast and efficient.
Documentation
The supporting documentation is understandable and easy to use. I am very satisfied.
Value for money
The quality / price ratio is unmatched.
I use other components from the same developer!
I used this to: I use this component in particular on our website to manage the inquiries of our customers
Functionality
This component provides a support ticket system w/ extra fields & can embed in an article, replacing the need for a forms component.
Ease of use
Super easy to configure and straight forward with complete documentation.
Support
Excellent support from Tuan & the Ossolution Team. Tuan helped me implement the Reply Via Email feature which involved cron jobs, etc.
Documentation
Each of their components have a dedicated document site with multipage clear instructions with photos. They also have a user forum.
Value for money
I have used their other components (OS Property, Membership Pro, eDocman) and their prices are competitive. Great value for service!
I used this to: Support ticket system, as replacement for contact forms, and knowledge base FAQ section.
Functionality
Very good to be able to assign managers to different category, and add more status from admin.
Ease of use
Very easy to get it on. It takes no more than 1 hour to figure all things out.
Support
Super good reply speed. Solve my time. This is one of the best services I've experienced
Documentation
Fairly okay. If I can't find answer from focumentation, I just submit a ticket and get answer soon
Value for money
Good. I have to say among all components doing the same task, this is the one we should consider to use.
I used this to: Provide application to guest users. The submit an application and manager review related data and accept or reject.
Functionality
Excellent - has everything we need and more
Ease of use
Perfect - for us and our clients.
Support
Excellent - quick responses
Documentation
Not bad, but could be better.
Value for money
Excellent value for money
I used this to: https://www.netwisemm.co.za
Functionality
It includes every function our office needs.
Ease of use
It is for simple front-end users.
Support
Direct and fast.
Documentation
Not needed, but it includes.
Value for money
Yes I recommend it.
I used this to: Our online newsltter app www.emailbat.com
Functionality
Great and easy to use but in dire need of an update as I have noticed few issues (not bugs just things to improve) with latest Joomla.
Ease of use
Yes it is easy to set up and use.
Support
Not used so far.
Documentation
Good.
Value for money
Yes worth every penny.
I used this to: To provide ticket support on my website.
Functionality
Very basic little extension that does what it says on the box.
Ease of use
Easy to install and configure.
Support
Tuan and his team are amazing. Fast and Professional. They even assisted me in making small customisations to help it work better for me.
Value for money
Well worth the small price for the support alone.
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Helpdesk Pro

Version:
6.0.2
Developer:
Ossolution Team
Last updated:
Dec 04 2024
1 week ago
Date added:
Nov 19 2014
License:
GPLv2 or later
Type:
Paid download
Includes:
c
Compatibility:
J3 J4 J5
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Uses Joomla! Update System

Score:


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