Customer Supportdesk

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Purpose & Features

Purpose

With Supportdesk, potential clients can easily ask pre-sales questions directly from your product pages. Likewise, existing customers are presented with a streamlined process to submit after-sales queries from the front-end and the Magento customer dashboard.

Why Customer Supportdesk?

Make it easy to communicate, for your customers and yourself! Keep new and existing customers satisfied, respond to product questions within seconds!
Supportdesk seamlessly integrates a professional Support Desk directly in your Magento platform.

Convert visitors to customers

In a physical store, sales people can proactively approach the customer. However, online customers have to make an extra effort for personal support or are directed to a general FAQ section. Research shows that online customers expect the right answers, right away. Supportdesk enables you to make online service as fast and personal as in a physical store. Helping you to convert visitors into customers.

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Features

Supportdesk is a game changer in turning sales and support teams from daily lagging behind answering e-mails to delivering awesome customer service. It provides great visibility and central control in dealing with pre-sales and after-sales customer questions to ensure sales opportunities do not slip through the cracks.

What are the main features?

  • Backend ticket grid for store admins to view, answer and create tickets.
  • Simplified ticket form on product pages where product info is added to the form automatically.
  • Fetches tickets from the Native Magento Contact Us form
  • Logged in customers are presented with a simplified form, leaving out contact details.
  • Customers view, submit and respond to tickets directly from the customer dashboard.
  • Including three helpdesk e-mail templates for newly created tickets and notices for ticket updates to both customers and admins.

Functionality overview

  • Manage ticket statuses
  • Set ticket priorities
  • Assign Magento admin users to tickets
  • Customize e-mail templates and auto responses

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Installation of Customer Supportdesk for Magento 2

Installation

Requirements:
Customer Supportdesk requires a Magento 2 installation. Please make sure these requirements are met: http://devdocs.magento.com/guides/v2.0/install-gde/system-requirements.html

Step 1: Copy the Customer Supportdesk files
Unpack the Customer Supportdesk files and copy the Desk and DeskEmail directory to your /app/code/Cart2Quote directory.
(Note: Sometimes you need to create the code and the Customer Supportdesk folder if it doesn’t already exist)

Step 2: Add the email dependency
The DeskEmail module is dependent on Zend Mail module.
Execute the following code in your Magento Root (make sure you have composer installed):
composer require zendframework/zend-mail ~2.4.6

Step 3: Enable the Customer Supportdesk Module
To enable Customer Supportdesk you need to open your terminal and navigate to your Magento root directory. From your root directory execute:
php -f bin/magento module:enable Cart2Quote_Desk --clear-static-content
php -f bin/magento module:enable Cart2Quote_DeskEmail --clear-static-content

Step 4: Execute your database scripts
To make sure all setup scripts are executed, run the following command in your terminal from your Magento root directory:
php -f bin/magento setup:upgrade

Step 5: Compile dependency injection
php -f bin/magento setup:di:compile
(Note: This can take a couple of minutes and it can use a lot of memory, make sure to set max_execution_time = 600 and memory_limit = 512M. The last line should look like this: Generated code and dependency injection configuration successfully.)

Step 5b: DI configuration must be cleared before running compiler (optional)
If you don’t have this error in Step 4, you can skip this step.
If you have this error in Step 4, execute this command:
rm -rf var/generation/* var/cache/* pub/static/frontend/* pub/static/adminhtml/* var/page_cache/* var/di/* var/di
After this command, you can retry Step 4.

Step 6: Static content deploy
php -f bin/magento setup:static-content:deploy
(Note: This can take a couple of minutes, make sure that PHP has enough execution time in CLI, otherwise your design breaks. The last line should look like this: New version of deployed files: 1457687534)

Step 6: Reindex data
php -f bin/magento indexer:reindex

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Customer Support backend configuration

General settings

This section describes Customer Supportdesk general settings.

Quotation -> General

Enable Customer Supportdesk: In the Magento backend, go to Stores -> Configuration -> Customer Supportdesk -> General.
With the dropdown, choose ‘Yes’ to enable Customer Supportdesk, or ‘No’ to disable Customer Supportdesk

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Quotation -> Global:

Product Page Visibility: With this dropdown you can enable the “Ask A Question” tab on the product pages. ‘Yes’ enables the visibility of the tab. ‘No’ disables the visibility of the tab.

Default Priority: You can choose what default priority the ticket is going to have when a ticket is submitted.

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Emails

The Customer Supportdesk email settings can be found in the menu:

Located: Stores > Configuration > Customer Supportdesk > Emails

The emails can be set for the New Ticket and Message Update.

Emails -> New Ticket

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Enabled: This setting enables e-mails to be sent to the customer and store owner when a ticket is made in the front-end and back-end. ‘Yes’ enables this email, ‘No’ disables this email.

New Ticket Email Sender: With this dropdown, the sender of the New Ticket email can be chosen.

New Ticket Email Template: With this dropdown, the template for the New Ticket email can be chosen.

New Ticket Email Template for Admin: With this dropdown, the template for the New Ticket email can be chosen for the admin.

New Ticket Email Copy to: In this text field, email addresses can be specified to which copies of the Request email will be sent. The email addresses have to be separated by a comma.

New Ticket Email Copy Method: With this dropdown, the email method can be selected. ‘Bcc’ will send the Request Email directly as Bcc to the specified email address. ‘Separate Email’ will send a separate email.

Emails -> Message Update

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Enabled: This setting enables e-mails to be sent to the customer and store owner when a ticket is updated in the front-end or back-end. ‘Yes’ enables this email, ‘No’ disables this email.

Message Update Email Sender: With this dropdown, the sender of the Message Update email can be chosen.

Message Update Email Template: With this dropdown, the template for the Message Update email can be chosen.

Message Update Email Template for Admin: With this dropdown, the template for the Message Update email can be chosen for the admin.

Message Update Email Copy to: In this text field, email addresses can be specified to which copies of the Message Update email will be sent. The email addresses have to be separated by a comma.

Message Update Email Copy Method: With this dropdown the email method can be selected. ‘Bcc’ will send the Message Update Email directly as Bcc to the specified email address. ‘Separate Email’ will send a separate email.

 

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