Help Desk For Magento 2 - User Guide

This guide explains how to configure and use Eleventex HelpDesk.

1. What the Module Does

The module gives customers and store admins a shared ticketing workflow inside Magento:

• Customers can create support tickets from their account.
• Customers and admins can exchange replies in a ticket thread.
• Attachments can be uploaded to tickets and replies.
• Admin users can manage ticket details such as status, priority, department, assignee, and related order.

2. Open Module Configuration

Go to:

Stores > Configuration > Eleventex > Help Desk

3. Configure the Module

3.1 General Settings

In General, configure:

1. Enable Module Set to Yes to enable storefront and admin Help Desk functionality.
2. License Key Enter the Eleventex license key if your project uses license validation.
3. Allowed File Extensions Enter a comma-separated list such as jpg,png,pdf,docx.
4. Ticket ID Prefix Set the prefix for generated ticket references, such as TCK or HD.
5. Email Subject Prefix Set the prefix used in Help Desk emails.
6. Max Upload Size (MB) Set the maximum attachment size allowed per file.
7. Admin Panel Notification on Customer Reply Set to Yes if admin inbox notifications should be created when a customer replies.

3.2 Department Settings

In Departments:

1. Add each department name.
2. Assign a default admin user to the department if needed.

This mapping is used when tickets are assigned by department.

3.3 Email Notification Settings

In Email Notifications, configure:

1. Enable Admin Notification Email
2. Admin Notification Sender
3. Admin Notification Template
4. Enable Customer Notification Email
5. Customer Notification Sender
6. Customer Notification Template

3.4 Appearance Settings

In Appearance, configure:

1. Customer Account Navigation Label Controls the label shown in the customer account menu.
2. Customer Account Navigation Color Controls the color of the Help Desk account navigation entry.

4. How Customers Use the Module

4.1 Open the Help Desk

Customers go to:

My Account > Help Desk

This page shows the customer’s existing tickets.

4.2 Create a New Ticket

1. Click Create New Ticket.
2. Enter:
   • Subject
   • Priority
   • Department
   • Related Order if applicable
   • Message
   • optional Attachment
3. Click Submit Ticket.

4.3 View and Reply to a Ticket

1. Open a ticket from the Help Desk list.
2. Review the ticket summary and chat history.
3. Enter a reply message.
4. Optionally add an attachment.
5. Click Send Reply.

If the ticket is closed, sending a reply reopens it automatically.

4.4 Close a Ticket

From the ticket detail page, click Close Ticket when the issue is resolved.

5. How Admin Users Use the Module

5.1 Open the Ticket Grid

Go to:

Eleventex > Help Desk

The grid shows ticket reference, customer, status, priority, and last reply time.

5.2 Create a Ticket from Admin

1. Click Create Ticket.
2. Fill:
   • Subject
   • Customer
   • Status
   • Priority
   • Department
   • Assignee
   • Related Order
   • initial Message
   • optional Attachment
3. Click Save Ticket.

5.3 Edit an Existing Ticket

From the ticket form, admins can update:

• Subject
• Status
• Priority
• Department
• Assignee
• Related Order

5.4 Reply to a Customer

1. Open the ticket in admin.
2. Review Ticket History.
3. Enter a reply.
4. Optionally attach a file.
5. Click Send Reply.

5.5 Review Previous Customer Tickets

The admin ticket view also shows previous tickets created by the same customer.

6. Attachment Rules

• Allowed file types come from Allowed File Extensions.
• Maximum file size comes from Max Upload Size (MB).
• The attachment note shown in forms uses the configured backend value.

7. Notifications

• New tickets can trigger admin notification emails.
• Admin replies can trigger customer notification emails.
• Customer replies can also create admin panel inbox notifications if enabled.