Help Desk Ultimate Posts

“Help Desk Ultimate” Video Guide — Part 1

Today aheadWorks Co. has released the first part in a series of video guides about the Help Desk Ultimate extension for Magento platform. This module supplies you with both advanced methods of customer care, and the opportunity to lead the process of consumer support in a convenient and efficient way.

In the “Help Desk Ultimate” Video Guide, we ease the process of extension usage and setup. We touch on such points as creating and replying to tickets, auto-converting email messages into tickets, and ticket responses. You will also learn about Help Desk Ultimate configuration and its specifics.

Take a look at our new video manual on the Help Desk Ultimate page.

First-rate customer service is vital for any business

Proper customer service is the very thing that oils the wheels of your business. While maintaining first-class consumer support you are keeping customers – that is much easier, cheaper and more efficient than obtaining and attracting new clientele. Your customers should feel that you are doing everything possible to resolve their doubts and troubles. If it is so – you have won their loyalty.

aheadWorks development team provides you with a perfect opportunity to take your support service to the highest level with the help of a powerful set of three independent extensions – Help Desk Ultimate, Product Questions and Knowledge Base.

Help Desk Ultimate is a turnkey solution that enriches and refines the process of resolving your customers’ problems. It is easy-to-use system of tickets managing. You can create unlimited number of tickets and edit them from admin panel, link tickets with orders, reassign ticket to other department or lock it so no other department could edit it.

As for the already well-proven Product Questions extension that works with customers’ questions on your store items, it can be integrated with Help Desk Ultimate. The questions are automatically converted into Help Desk tickets and then administrator deals with a properly ranked and arranged list of issues. This greatly facilitates the process of customer care and support management and provides you with an ability to differentiate the hottest topics and afterwards, for example, clarify all the points in the form of a Frequently Asked Questions page.

The perfect assistant in creating FAQs is the Knowledge Base extension. It implicates the usage of the knowledge base to grasp all the information on most popular points, create articles, group them in categories and display on the Frequently Asked Questions page.

Customers should know that they are not left face to face with their problems. Provide first-rate customer service and you would be amazed how thankful satisfied customers are – they will surely prove their appreciation coming back to your store over and over again.

Advanced Reviews v.1.1 – display reviews on the Product page!

We are ready to announce the release of Advanced Reviews v.1.1. In the latest version we have implemented several new features and one of them is the opportunity to make reviews displayed on the Product page.

Now you can enrich your Product pages content with as many automatically displayed customer reviews as you want. The additional settings tab allows you to specify whether reviews with the highest rating, the latest or the most helpful ones will be shown.


Product Page


Lack of the notifications when new reviews appear? The new version of Advanced Reviews implies the Help Desk Ultimate extension integration. Now every time a new review appears, the “Approve new review” ticket is created.


Help Desk Ultimate Tickets


Moreover, with the ‘email notification of new reviews’ option you will receive notifications on your e-mail addresses. Thus you and your support team will be always in touch with the situation!

The following bugs have been fixed in Advanced Reviews v.1.1:

  • “Show Ordering” option isn’t applied
  • Incorrect total number of Pros and Cons in backend
  • “See more/fever Pros/Cons” doesn’t work in IE6, IE7
  • Incorrect Advanced Reviews disabling
  • Advanced Reviews permissions missed in User Roles tree in backend
  • Pros & Cons disappear from “Add a review” form when Rating disabled
  • Underscore symbols in Social Share block in IE
  • Invalid link to full review
  • Deprecated Prototype notation
  • Sorting doesn’t work for Pros and Cons on the Reviews form

Please visit the Advanced Reviews page to get more information about this aheadWorks extension.

Help Desk Ultimate 2.6 with User Guide released!

The new version of the Help Desk Ultimate extension offers you advanced multistore support! Now with a new possibility to create multiple email gateways you can add as many gateways as you need. Moreover, you can assign these gateways to departments what gives you an ability to perfectly tune your support workflow and considerably reduce time on tickets managing.

One more feature which makes work with tickets more flexible is ticket priority. This new option allows you to specify the level of ticket urgency when you for example, reassign ticket to other department. With status changes history feature you will be able to trace the history of all communications!

Tired of spam emails? The improved anti-spam system of Help Desk Ultimate 2.6 can secure help desk departments from losing on unwanted messages processing. Stop the flow of unsolicited emails and receive the help desk tickets only!

Check out other features we’ve prepared for this release

New features implemented in Help Desk Ultimate 2.6:

  • Advanced multistore support
  • Multiple email gateways support
  • Advanced Product Questions extension integration
  • Improved auto-submitters protection
  • Incoming mail attachments support
  • Tickets priority
  • Offensive ticket ID filtering
  • Variables parsing in departments templates
  • Status changes history
  • Tickets grid view speedup
  • SQL queries optimization
  • “Total” field in departments statistics
  • Multistore support for departments statistics
  • New log format – database instead of files, with ability to see the logs in admin grid
  • Log auto-clearing
  • New data storage algorithm
  • External ticket view is now single-column
  • Cron processes start control system, helps to avoid server overloads

The following bugs have been fixed:

  • Memory limit bug
  • 100% php load in some cases while receiving messages from gateway
  • Bot protection sometimes treats human as a bot
  • “Headers already sent” error
  • Some template files are not compatible with disabled PHP short tags
  • Tickets are not auto-assigned to departments in some cases
  • seed.phtml is not IE8 compatible
  • Wrong email for tickets parsed from Product Questions
  • Wrong date appears if ticket status was changed from the list view
  • Simple filters are very slow
  • Minor security fix with attachments
  • Creation of new tickets from email can’t be turned off

As you can see Help Desk Ultimate has become even more flexible and a bulk of new possibilities has been added. That’s why we’ve developed Help Desk Ultimate User Guide which will help you to set up this aheadWorks extension maximally efficiently for you online store. In the Guide you will find out how to manage departments and tickets, learn how to integrate the Product Questions extension and standard Magento Contact Form, get the illustrated description of gateways and cron configuration, and much more.

To download free User Guide in PDF and find more information about Help Desk Ultimate, please visit the extension page.

Help Desk Ultimate comparison guide is renewed!

Some time ago we compared 4 help desk solutions – Kayako eSupport, eTicket, Cerberus Helpdesk and Help Desk Ultimate. Today we have renewed the guide taking into account all the updates which have taken place since the guide release.

To find out what new features are compared please visit the Help Desk Ultimate comparison guide page.

Help Desk Ultimate 2.5 released!

The Help Desk Ultimate feedback was thoroughly analyzed and the majority of asked-for features have been implemented in the new version. One of the main features concerns mail fetching improvements – IMAP and TLS support what means more protocols available for mail access.

Web bots and email spam is the sore point of all Internet users and the online store owner is not an exception. aheadWorks solved this problem having integrated the web bots and spam protection system in the Help Desk Ultimate extension. Now you can feel safe from the undesirable bulk of messages.

The process of working with tickets has been also enhanced. Among the major improvements is a possibility to link tickets with orders what easies the order access. Besides editing tickets has become much easier and faster with the predefined reply templates which will shorten the time support staff spends on tickets answering.

This is just a quick acquaintance with new functionality of the extension, to view the whole list of Help Desk Ultimate new features please visit the extension page.

Help Desk Ultimate comparison guide

Due to a high number of requests for comparison of Help Desk Ultimate with other available help desk and support suites we decided to release this guide.

Good customer support is half the battle. That’s why online store owners are in demand of bug-free, easy to install & use extension with good support. We know that you spend lots of time searching the most suitable solution. aheadWorks eased this task for you. We have analyzed 4 helpdesk extensions:

  • Kayako eSupport is a help desk software package, offering ticketed support and e-mail management;
  • eTicket by eTicketSupport is a PHP-based electronic support ticket system that can receive tickets via email or a web form;
  • Cerberus Helpdesk by WebGroup Media LLC is a fast and flexible CRM toolkit;
  • Help Desk Ultimate by aheadWorks Co. is a perfect customer care and support solution for ecommerce sites based on Magento.

We have created a feature comparison table based on the derived results:

Help Desk Ultimate
Kayako eSupport
Cerberus Helpdesk
Two-way e-mail parsing
IMAP support
TLS support
Pre-defined reply template
Magento contact form spam protection
Default store view department
Order to ticket linking in Magento
Customer profile linking in Magento
Creating new tickets by e-mail
Ticket RSS feeds
Auto-assign to departments on e-mail reply
Ability to hide departments from customers
Magento Contact Form
Magento Product Question
Flags and labels
Ticket threads and statuses
File attachments
Quotation option
Customizable email notifications for administrator and customer
Full integration into Magento admin & customer areas
Prices for comparable offers
No additional expenses required
Leased license* $199.95
per year
Free product,
requires Magento interface extension “Ticketlink” for $40.00
Starter license*,
5 workers: $375.00

*The pricing plans correspond to Help Desk Ultimate level

Kayako eSupport is a well-known support solution with rich functionality. It gives a wide range of opportunities for tickets support activity (both user and administrator area) – pre-defined ticket responses, statuses and priorities, ticket locking, customizable ticket listing, etc. In spite of the large amount of advantages Kayako eSupport has one essential disadvantage – it is not Magento-integrated. The solution of this problem will definitely require additional expended time and money.

eTicket helps to solve a number of problems – it has filters to remove messages in replies, a number of predefined answer responses, email alerts compatible with pagers. Having your choice stopped at this free module, don’t forget to buy Magento interface extension – Ticketlink. Hence one more problem appears – support. Probably you can have some support on eTicket linking product, but you are face to face with eTicket itself since it’s an open source product and no support is included. Such features as customer profile integration, orders linking, guest tickets and many others that need higher level of integration with Magento are unlikely be achieved by 3rd party linking solutions.

Cerberus Helpdesk – a browser-based helpdesk – allows you to create as many personalized workspaces as you want, to capture feedback as it happens, to share tickets by groups, to preview the content of the ticket and many other useful things. At the same time you won’t be able to create new tickets by e-mail or quote in customer and admin areas. This extension has the same disadvantage as Kayako eSupport and eTicket – it is not Magento-integrated as well.

Help Desk Ultimate by aheadWorks Co. is a turnkey solution for Magento which you can run in several minutes – it requires no additional software. With Help Desk Ultimate you’ll get copy-and-run installation with full integration into your Magento-based online shop. Easy to use administration and customer interfaces save working time of your support dept and money on staff learning. We encourage feedback from our customers and we have implemented all the most demanded features since the first release.

aheadWorks Co. guarantees:

  • qualified customer support – one-business-day answer to any your question;
  • 30-day money back – aheadWorks will surely return your money in the case of dissatisfaction with the product;
  • bug-free solution – with Help Desk Ultimate you get stability warranted by a great number of installations.

The important constituent of all extensions is their update. Let’s observe the average periodicity of above-listed modules upgrade in 2009:

  • Kayako eSupport – once in 3-4 months;
  • eTicket – oops! Recent release was in October 2008;
  • Cerberus Helpdesk – once in 3-4 months;
  • Help Desk Ultimate – once a month.

Upgrade frequency illustrates the degree of company’s responsibility and the level of product’s development. The facts speak for themselves – you are free to compare, decide and choose.

Please visit Help Desk Ultimate Magento to observe the whole list of features.

Special Offer

We have a special offer for you — Power Pack for Magento!

Buy 5 most demanded products and get 20% discount!

  1. Help Desk Ultimate

    Help Desk Ultimate is a perfect customer care and support solution for ecommerce sites based on Magento.

  2. AJAX Cart Pro

    AJAX Cart Pro extension removes annoying page reloads on add to cart and delete from cart user actions. Items added instantly with animation effects.

  3. Z-Blocks

    Z-Blocks a perfect tool for controlling static blocks in your store.

  4. Product Questions

    Stay in touch with your visitors and customers with the help of Product Questions module. It adds a questions page to each product.

  5. Follow Up Email

    Follow Up Email gives a comfortable and flexible way to automatically reach your customers on day X after an order had been placed.

Power Pack cost: $428 (Original price: $535, you save $107)

Find more information at SPECIAL OFFERS page

Admin Panel Demo launched!

We are happy to present you a remarkable opportunity to look at the work of our three extensions — Booking & Reservations , Follow Up Email and Help Desk Ultimate — from the inside. The extensions in this Admin Panel Demo can be used practically without any restrictions as if they have been installed on your store.

Within the demo you will be able to log in to the Admin Control Panel and examine for yourself all the options that are available to administrators. Demo allows to work with different data including products, users and their orders. That’s why we strongly recommend to input only fictitious titles, names, addresses, dates and any other information.

Take a test-drive of Admin Panel!

Help Desk Ultimate 2.4

This new release introduces a number of new features that make the solution even better!

Find in the package:

    • Departments stats on a separate page, displying total number of tickets, and number of tickets per status. A timeframe for the stats can be defined.
    • Link tickets to orders – you can allow your customers to select an order they’d wish to have support on
    • Tickets tab at customer edit for easier data access and management
    • Included name and email of customer in ticket reply email template
    • Added number of ticket messages so you see at a glance the length of communications
    • “Assign to customer” with search autosuggest so that you don’t have to wait for long select box with all your customers to render – just start typing and use the autosuggest

      More information on the product page –

      Help Desk Ultimate and Follow Up Email – new versions

      Minor versions released, it’s recommended to upgrade. A major version of Folow Up Email must come out the next week .

      Help Desk Ultimate 2.3 – a must have version!

      Today we release a new version of Help Desk Ultimate for Magento. It includes the following updates:

      • Auto-assign to departments on e-mail reply
      • Ability to hide departmnents selector from customers
      • One-click Contact Form integration
      • One-click Product Questions integration
      • Improved parsing mechanism for html emails
      • Per-store default department
      • Ticket lock
      • Ability to hide departments selector from customers

      Plus some minor bugfixes. If you own a previous version you would definitely wish to upgrade – the upgrade is free! If you don’t have one – get it and make your customers much more happy.

      Help Desk Ultimate 2.1.1 released

      Release summary:

      • E-mail Headers storage
      • SSL support for POP3 service added
      • UTF-8 characters support added
      • E-mail binary attachments fixed
      • Non-text attachments now are sent
      • HTML tags in customer’s area bug fixed
      • Minor security bugs fixed

      Help Desk Ultimate 2.0 released

      Help Desk Ultimate

      This is a new much improved version of our Magento Help Desk extension. It includes all the features of standard Help Desk extension plus:

      Unlimited departments
      Each department has a title, email address, and a set of email templates. When submitting a ticket in customer area interface, the user must select a department to which the ticket is submitted to.

      Two-way e-mail parsing
      Our email parser will automatically convert e-mail messages into tickets or tickets responses. You just need to configure this extension to collect emails from POP3 box at regular intervals (Magento cron jobs file utilized for this purpose and no additional cron setup is needed).A staff user can reply to a ticket by e-mail. This reply will be processed by the e-mail parser, recorded in the help desk and forwarded to the end-user (ticket creator).

      Create new tickets by e-mail
      Optional feature to convert initial e-mail messages sent to parser mail box into new tickets. Extremely useful for Magento contact form.

      Autoexpiration option
      Will close tickets without any activity from end-user after specified number of days.

      CE EE
      Unlimited departments
      Two-way e-mail parsing
      Create new tickets by e-mail
      Autoexpiration option
      Full integration into Magento admin & customer areas
      Ticket threads and statuses
      File attachments
      Ability to create ticket from admin
      Quatation option in customer and admin areas
      Customizable email notifications for administrator and customer
      Unlimited number of tickets
      Easy to use administration and customer interfaces
      Complete history of all communications
      Easy copy-and-run installation
      Price $159 $99

      Magento World Newsletter (April 8, 2009)

      This is March newsletter of aheadWorks Magento World store – the house of market-demanded Magento extensions and themes. Below is the summary of the results of our development efforts in Magento extensions sphere – new releases and updates of existing products. We invite everyone who wants to be informed about these events immediately to subscribe to our blog. If you are interested in a particular product(s) information only – please use the product(s) tags for your subscription.
      We’d also like to point to our store improvement – the visual extensions map. We are getting more and more products and sometimes it becomes difficult to understand at a glance which one you could be interested in. Just move your mouse pointer over an extension title on the map to see a short information, click to go to the product page.

      New Extensions

      Please do not forget to check product page of the extensions that might interest you – there is much more information like tips, FAQ, changelog, demos, videos etc.

      Help Desk Ultimate

      This is a new much improved version of our Help Desk extension. It includes all the features of standard Help Desk extension plus:

      • Departments – now you can add unlimited number of support departments with their own attributes – email address, templates, etc.
      • POP3 fetching and parsing – the extension gets all correspondence from a defined email address parsing the messages into tickets. It’s able to keep threads and add messages to the existing tickets by ID.
      • Create new tickets from e-mail – any message sent to the parser email address without ticket ID can be automatically transformed into a new ticket, followed by admin and customer email notifications.
      • Auto-expiration – automatically sets “Closed” status to tickets inactive for a defined number of days.

      Don’t forget to check the product page for other features, these are not all.

      Advanced Menu

      This extension allows you to change your store navigation look easily. No need in PHP or HTML knowledge – just go to the configuration page and choose from one of the predefined looks and see how does it fit your store. It’s absolutely XHTML 1.o Strict compatible and has an all-browsers-valid CSS. In this version you can choose from the following modes: default, dropdown boxes, plain, advanced plain and static.

      RSS Reader

      Looking for an easy blog or a feed integration? Then RSS Reader extension is for you. It fetches and parses any RSS feed and integrates it into your Magento store. No troubles, fits any style and design, can be placed in any block, sidebar, header or footer. Besides other features we can highlight:

      • Unlimited feeds – create any number of feeds in different locations of your store.
      • Cache – instead of fetching the content from a remote server each page load the RSS Reader stores the data into its own cache.
      • Custom CSS and templates – RSS Reader uses its own CSS file and custom template. In fact you may create as much output patterns as needed and use them on per instance basis.

      Please go to the product page to know more about other options.

      Browser Search

      Give your visitors another comfortable way of searching in your catalog – integrate your store search directly in the browser! With the help of a simple XML you can add your search engine to the visitor’s browser, the search suggestions will be handled by the extension PHP code. Simple and effective.

      Updated Extensions

      Don’t forget to check full changelog on the product pages.

      Featured Products

      Current version: 2.2.2
      Upgrade: Recommended from any previous version
      Upgrade cost: free for all versions
      What’s new:

      • Completely compatibe with XHTML 1.0 Strict
      • All CSS Warnings fixed
      • Invisible products are not shown any more
      • One product can be added more to one category
      • Added option to display product in slideshow only on main page
      • Shows warning message if no products found
      • CMS block syntax is shorter now
      • Dropped support for magento 1.1.x due to magento layout bugs

      Help Desk

      Current version: 2.0
      Upgrade: Highly recommended from any previous version
      Upgrade cost: free for all versions
      What’s new:

      • New kernel
      • Quoting
      • Attachments are sent through email
      • External CSS files
      • Tickets can be created from admin area
      • Upload files limit
      • Re-order replies, newer first
      • Status can be set w/o posting reply to ticket
      • “Waiting for customer” auto-status


      Current version: 1.1
      Upgrade: Recommended
      Upgrade cost: free for all versions
      What’s new:

      • Ad rotation function!

      Promotion of the Month!

      Enrich your customers experience with our Z-Blocks and Help Desk Ultimate extensions, today we give 40% discount when purchasing them both. Please use the following coupon:


      The offer expires 17 April 2009!

      That’s all what were going to inform you about. Do not forget stay in touch, leave ratings and all kinds feedback, we are always happy to hear your thoughts. If you need a new feature in our product – just let us know – it has good chances to be implemented.

      Thank you for being with us and good luck to your busines,
      Sincerely yours,
      aheadWorks Magento department