Help Desk Ultimate - Magento 2
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Magento 2 Help Desk Ultimate effectively arranges operations with customer tickets. Tickets can be created by customers from the dedicated account area, contact form, email, or by admins from the backend by assigning tickets to individual departments or support agents. Additionally, the module automates recurring tasks, including ticket status changing and agent/department assignments.
Compatibility: Magento Open Source 2.3.X, Magento Commerce 2.3.X
Thank you for choosing Aheadworks!
Installing M2 Help Desk Ultimate
Command Line Installation
1. Backup your web directory and store database
2. Download the Help Desk Ultimate installation package
3. Upload the contents of the Help Desk Ultimate installation package to your store root directory
4. In the SSH console of your server, navigate to your store root folder:
cd path_to_the_store_root_folder
run the following command:
php -f bin/magento module:enable Aheadworks_Helpdesk
then:
php -f bin/magento setup:upgrade
after:
php -f bin/magento setup:static-content:deploy
5. Flush the store cache; log out from the backend and log in again
Make sure the installation is done from the FTP administrator account. Otherwise, set 775 permissions to the store root directory after the extension is deployed.
Composer Installation
If you are installing an extension from Aheadworks for the first time, you need to add our composer repository to your Magento store:
1. Login to your ssh console and navigate to your store folder:
Run the following command:
composer config repositories.aheadworks composer https://dist.aheadworks.com/
After the command was executed successfully, you can use the composer to install the products.
To install the actual product:
2. Login to your ssh console and navigate to your store folder:
3. Run the following command to install the latest version of the extension:
composer require aheadworks/module-helpdesk
if you need to install a specific version, run this command:
composer require aheadworks/module-helpdesk:<version>
Specify the desirable extension version in <version>
When prompted, enter Public Key (Username) and Private Key (Password):
Both Public Key (Username) and Private Key (Password) can be found in the Composer Access page in your personal account on our site:
Note that the password will not be displayed for security reasons.
4. Enable the extension:
php -f bin/magento module:enable <Module_Name>
Add the product name in <Module_Name>
Next, register the extension:
bin/magento setup:upgrade
Recompile your Magento store if you are in the Production mode:
bin/magento setup:di:compile
To verify that the extension is enabled, run this command:
bin/magento module:status
Clean store cache, by running the following command:
bin/magento cache:clean
Log out and Log in the backend again.
To upgrade the extension:
5. To update or upgrade an extension:
Download the updated extension file. Take note of the module-name and version. Export the contents to your Magento root.
If a composer package exists for the extension, run one of the following.
composer update aheadworks/module-helpdesk
composer require aheadworks/module-helpdesk:<version>
Run the following commands to upgrade, deploy, and clean the cache.
php bin/magento setup:upgrade --keep-generated
php bin/magento setup:static-content:deploy
php bin/magento cache:clean
Migrating tickets from Magento 1
Read carefully and consider this information of top priority. Otherwise, it might result in an accident data loss.
The version 1.2.0 of Help Desk Ultimate for Magento 2 introduces the ticket migration tool. The tickets accumulated with Help Desk Ultimate for Magento 1 can be flawlessly migrated to Magento 2.
To migrate the tickets, follow the steps below:
Magento Data Migration Tool is required to be installed prior to starting the migration.
The migration script relies heavily on the Magento Data Migration tool. Understanding how it works will be useful during the migration process.Backup the Magento 2 databases before the migration to have an opportunity to revert any changes.
Ticket migration might involve rewriting database tables, backup is advised.Tickets can only be migrated from the M1 Help Desk Ultimate 3.x.x version. If you have the previous versions installed, do not attempt migrating tickets on your own.
Department website is defined by the Magento 1 extension settings. Store and Website IDs should concur.
If departments are set to all store views, then they will be assigned to all Magento 2 store views.Department gateway password cannot be migrated.
Ticket statuses are migrated according to the following pattern:
New + Open > Open;
Closed > Solved;
Waiting for a customer > Pending.Ticket priorities are migrated according to the following pattern:
Urgent + ASAP > High;
To do > Normal;
If Time > Low.Order information related to the ticket will only be migrated if there is an order with the same increment_id in the Magento 2 database.
Help Desk agents in the migrated tickets are identified by an email address. If there are no admin users created with the same Magento 2 email address, then the migrated tickets will have the name of the Help Desk agent. However, these tickets will not be assigned to an agent.
Customer information is migrated in full, except for the cases when there are no customers with the same email address on the Magento 2 store.
Help Desk Ultimate for Magento 1 tickets can contain HTML tags that will be deleted upon migration.
Tickets deleted from Magento 1 cannot be transferred to Magento 2.
Set up cron
The Help Desk Ultimate extension uses cron to insert emails from the gateway into the tickets and send notification emails to customers.
Introducing M2 Help Desk Ultimate
Reference List