https://www.cs-commerce.com/cs-cart-add-ons/helpdesk-centr-klientskoy-podderzhki.html
Forget about lost emails and chat clutter. HelpDesk turns your online store into a convenient and transparent customer support center.
Customers submit inquiries directly from their account dashboard, while managers respond right from the admin panel. Managers immediately get full context: customer inquiry history, total orders, total spend, and registration date. The entire conversation history and attachments stay inside your store forever — safe from lost email boxes or quitting employees.
For Customers
- User-Friendly Ticket List: Easily track inquiry statuses with color-coded tags and human-readable timeframes (e.g., “2 hours ago”).
- Familiar Chat Interface: Avatar support for a personal touch and a clean message history flow.
- Quick File Attachment: Drag-and-drop images, videos, and archives with automatic pre-upload format and size checks.
For Store Administrators
- Customer Insights at a Glance: View registration date, order count, total spending, and past tickets directly inside the inquiry card.
- Flexible Search & Filtering: Filter tickets instantly by status, priority, message text, customer name, or email.
- Create Tickets on Behalf of Customers: Managers can log phone calls or offline requests as tickets linked to the customer’s profile.
- Time Tracking: Log exact time spent resolving each issue and generate comprehensive monthly reports.
For Marketplaces (Multi-Vendor)
- One-Click Escalation to Vendors: Marketplace admins can route customer tickets directly to the relevant vendor in a single click.
- Data Privacy: Vendors can only view inquiries specifically assigned to them by the admin.
- Direct B2B Communication: Vendors can initiate support requests to marketplace management right from their vendor panel.
- Full Control: If a vendor delays their response, the marketplace admin can reclaim the ticket at any time.
Add-ons settings
- Flexible Status Logic: Set default creation statuses and define rules for keeping statuses unchanged when a customer replies.
- Custom Statuses: Create personalized ticket statuses with custom names and colors (just like order statuses).
- Default Priority: Assign an automatic priority level to newly created tickets.
- WYSIWYG Editors: Enable or disable visual rich-text editors separately for customers and admin staff.
- Time Tracking Controls: Toggle labor-time logging for managers and manage report visibility for customers.
The addon supports instant updates through the cs-cart upgrade center. Get new versions simply and quickly without reinstalling an addon!