Help Desk Posts

How Much Support Does a Customer Support Team Need?

Aheadworks experts to reveal the secrets of their top-notch customer support. Come and meet the team, in an up-front talk on their job-role needs and demands. 

How Much Support Does a Support Team Need

Customer-facing roles require high stamina and resilience, even when you worship and admire your job. In a regular workday, a customer support team stretch their emotional intelligence, continuously engage in creative problem-solving, sprint for response times, collect customer feedback, analyse gargantuan volumes of information and write sharp. Awesome people are those, who help! 

Though, let’s face it, these jobs can be exhausting. The expectation for customer support fellas to be relentlessly cheery is dangerous. There is a lot of care a customer support team need too. Just think about:

  • Self-care;
  • Continuous learning;
  • Interpersonal communication;
  • Team care.

Let’s talk to experts, the highly acclaimed Customer Support team from Aheadworks. Let’s see what they say.

Help Desk 2.1.1 released

Release summary:

  • Minor DB changes
  • UTF-8 characters support added
  • HTML tags in customer’s area bug fixed
  • Minor security bugs fixed

Help Desk 2.0 released

New features:

  • new kernel/engine
  • Separate CSS Files
  • quotation option in customer and admin areas
  • email attachments
  • upload files limit configuration option
  • tickets can be created from admin
  • replies order changed, new ones first
  • status can be set w/o posting reply to ticket
  • UI changes

Magento World Newsletter (March 3, 2009)

aheadWorks is happy to send out the first newsletter for subscribers of Magento World store. In our monthly newsletters we are going to inform you regarding new releases of our current products as well tell about new new ones. Also, each newsletter will contain a featured product or a pack of the month with a really significant discount.

We would like to invite you to visit our blog. Besides all kinds of interesting and valuable information it would contain current development spotlights and product updates keeping you informed about your product releses. You are able to subscribe to your product(s) RSS feeds and download the updates as soon as they are available. Please visit

February 2009 was quite a rich on releases, so let’s start!

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

Nowadays we cannot imagine an online business without good customer support and case tracking and resolution system. This becomes a crucial point for online merchants and service providers. According to our recent studies up to 78% of respondents put customer support on the first places for consideration when choosing a merchant or provider on the Net.
Help desk Magento extension by aheadWorks is a perfect customer care and support solution for ecommerce sites based on Magento.


Z-Blocks – is a unique solution to control static blocks in your store. Now you don’t need to change template and layout files manually every time when you want to add an advertising banner or add some specific information. Now all the administration of static blocks is available in admin panel.
Z-Blocks extension uses native Magento functionality – you can create different static blocks for different Store views.

Updated extensions

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

Featured Products

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

  • Variety of new configuration options in the administration interface
  • New slideshow type – slider
  • Ability to define category per product

Help Desk

Current version: 1.1
Upgrade: Highly recommended from any previous version
Upgrade cost: free for all versions
What’s new:

  • Ability to attach files
  • A bunch of minor bugfixes
  • Minor interface improvements
  • French and German localizations

Product Questions

Current version: 1.0.9
Upgrade: Highly recommended from 1.0.6 and below; recommended for all others
Upgrade cost: free for all versions
What’s new:

  • Multiple stores support
  • HTTPS connections improvements
  • Many minor bugfixes

Promotion of the Month!

aheadWorks itself is a company dedicated to provide not only a quality service and products but also a good customer care. Since the very launch of our store we are receiving a good volume of feedback from our customers and visitors. Our valuable assistants in this task are Help Desk and Product Questions modules, which being combined create a powerful customer care solution for Magento stores. Use the following coupon to get both Help Desk and Product Questions with 40% discount:


The offer expires 17 March 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

Help Desk 1.1.0

Added ability to attach files to messages and a number of minor bugfixes. Update is free, as always.

Help Desk Magento extension

In this release:

  • Full integration into Magento admin & customer areas
  • Ticket threads and statuses
  • Intuitive system of ticket/ticket thread
  • Customizable email notifications for administrator and customer
  • Easy to use administration and customer interfaces
  • Complete history of all communications
  • Easy copy-and-run installation
  • Customizable email templates configuration
  • Unlimited number of tickets

As always, find more details and screenshots in our store: