Helpdesk Pro

May 27th, 2013

Helpdesk ProHelpdesk Pro is a professional Joomla 2.5 and Joomla 3.0 support tickets /helpdesk 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 support ticket system but also a nice, clean, modern interface to end-users.

*Features :
-Nested categories : Helpdesk Pro allows you to define unlimited ticket categories in unlimited depth level. For each category, you can assign managers (multiple managers for a category is possible) to that category and when customers submit tickets to that category, managers 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….

-Powerfull 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.

-Ticket History feature allows logged in users to see all tickets which he submitted, view/reply/change status/rating for a support ticket.
– Multilingual support: From version 1.3.0, Helpdesk Pro support multilingual. You can now translate categories, email messages, statuses, priorities to all languages use on your site
-Powerfull search feature : You can search for a support ticket by sumitter user name, email, user ID, can search by ticket subject, description…

-Powerfull 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.

-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.

-Multiple ticket statuses and ticket prioriti