Introduction

Help Desk

Helpdesk Pro is a professional Joomla 3.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:

  • Favourite
  • Report

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.

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....

PHP7 ready

With the release of version 2.0.0, Helpdesk Pro is now fully compatible with PHP7 (which is very fast). So in case you upgraded your site to Joomla 3.5 and have all extensions compatible with PHP 7, you can use PHP7 for your site to improve performance

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.
Functionality
The functionality is very good, considering that it's not designed to be a 'do-it-all' helpdesk system and it's pricing reflects that.
Ease of use
Very easy to use. I've tried several helpdesk extensions and this is by far the easiest to set up and use. That's why I'm using it.
Support
Unbelievably fantastic! I've never received this level of support from any other extension developer. I wish they all were this good.
Documentation
The documentation is a bit on the 'short' side, but it's much better than most. And it's very easy to get questions answered from Support.
Value for money
Great! I couldn't be happier.
I used this to: We use this on our company's website, so that we can track support requests, rather than using email (which easily gets lost).

Great extension



Posted on 11 November 2015
Functionality
Simple steps to install and configure (although most of the confguration needs no adjustment) simply fantastic
Ease of use
Great back-end and front-end management. Simple and easy to use from a customer or webmaster point of view.
Support
Fantastic support (Only needed help once and that was a template issue they wasnt responsible for but helped me fix it).
Documentation
I did read the documentation which was easy to follow and understand.
Value for money
A great purchase at very little cost. Just what i was looking for.
I used this to: Website queries and to easily index follow ups with individuals.
Functionality
Robust functionality -it don't have Knowledge base, The use of HTML editor in back-end generates problem for loading Pre-defined Replyes,
Ease of use
50
Support
bad support! they ask you the Super Administrator Password to test the bug!
Value for money
if you don't need a pro component the price is ok
I used this to: Helpdesk for my clients , It is a component for helbdesk but is NOT a PRO component, is an average one!
Functionality
I love how it does exactly what you need it to do, neither bloated or stripped down. Another well thought out component!
Ease of use
Create some categories, assign some managers, input emails and just set up some basic settings. Was completely hassle free.
Support
Didn't need any support but I did thank him concerning another purchase i made (eshop) and within 1 minute I got a response!
Documentation
Only had to look at one thing and it looks like its well documented but really its easy to figure out.
Value for money
So far so good and Im sure for the headaches I have trying the old way of handling requests by email, this is going to be a huge time saver!
I used this to: My personal web design business but am sure I will use it with other clients.

Fantastic Extension



Posted on 18 October 2013
I was searching for a good helpdesk component for joomla and I've found it. The component is very good and do what's promised but what makes me very happy is that the staff is very very helpful and helped me alot. If you need a helpdesk component buy this one, it's cheap and very well done...

2 for 2! Very Impressed



Posted on 30 September 2013
After having such an amazing experience with Eshop from joomdonation I decided to use the Helpdesk Pro extension they offer as well to manage our support and integrate with Joomla without using a bridge.



We needed a helpdesk solution that was professional looking robust and that was completely contained within the site to keep the theme and professional feel. Helpdesk Pro fit that model perfectly.



At first there was a conflict between Eshop and Helpdesk Pro but within 2 hours the guys at joomdonation had me up and running. This level of support continues to amaze me.



My website is somewhat unique, I run a custom computer OEM company so the changes that they make for me are not something that a typical client with a simple shop would probably use. Even so they have been prompt, polite, and professional. My issues have been resolved quickly and some of my suggestions have spurred development to the product.



In all I have to say I'm impressed once again with the plugin, the support, and the overall experience. Highly recommended!
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Helpdesk Pro

Version:
3.5.0
Developer:
Ossolution Team
Last updated:
Apr 01 2019
Date added:
Nov 19 2014
License:
GPLv2 or later
Type:
Paid download
Includes:
c
Compatibility:
3
Download

Uses Joomla! Update System

Score:


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