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, salespeople 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.
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?
Functionality overview
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 âYesâ to enable Customer Supportdesk, or âNoâ to disable Customer Supportdesk.
Quotation -> Global:
Product Page Visibility: With this dropdown you can enable the âAsk A Questionâ tab on the product pages. âYesâ enables the visibility of the tab. âNoâ 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.
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
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. âYesâ enables this email, âNoâ 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. âBccâ will send the Request Email directly as Bcc to the specified email address. âSeparate Emailâ will send a separate email.
Emails -> Message Update
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. âYesâ enables this email, âNoâ 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. âBccâ will send the Message Update Email directly as Bcc to the specified email address. âSeparate Emailâ will send a separate email.
