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....
Different ticket filter options: When you see list of tickets, you can filter by category, filter by status, filter by ticket priority... . That help us find / manager tickets much easier .
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.
Powerfull search feature : You can search for a support ticket by sumitter user name, email, user ID, can search by ticket subject, description...
Create tickets from contact emails : Helpdesk Pro has a plugin which allows create support ticket when users use Joomla contact form on your site to send emails to administrator.
Embed submit ticket form into a Joomla article
CSV export feature allows you to export support tickets into a csv file.
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 (very usefull) .
Multiple ticket statuses and ticket priorities : The system comes with some default ticket status and priorities . You can define new ticket status/priority if you want to meet your need.
Community Builder integration: The extension has a Community Builder plugin to display all tickets of the user in his profile.
Multiple languages support : You can translate the extension (both front-end and back-end) into different languages. The extension even has a built-in function which allows you to change these language items from back-end of the site (don't have to edit the language file directly).
Flexible config options : The extension has a configuration page which allows you to change many settings : email messages (email subject and email message), enable / disable attachments, enable/disable custom fields, default ticket status, default ticket priorities....
DEMO
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