We’re looking for a straightforward, no-frills helpdesk to work with our CS Cart installation.
We’d like it to be usable with the existing CS Cart accounts and interface with minimal extra work for us and transparently for the customer.
There are quite a few “big name” helpdesk products out there, but these aren’t what we’re looking for (too expensive, not very tightly integrated and just overkill in general).
Has anyone used Snorocket’s customer service addon?
How tightly does that integrate with CS Cart? That’s quite important for us.
It also looks a bit like overkill for us- even if it’s free, it’s apparently a separate system that would have to be maintained.
To be honest, all we really need is the ability to have someone submit a ticket and keep our (and their) replies in a thread, along with the ability to change the status.
We already have a custom system that did this with our old site, but it wasn’t integrated with CS Cart and we’d want it to be tied to a user’s existing CS account. We could probably write our own (very) simple system, but there’s no point in reinventing the wheel!
How tightly does that integrate with CS Cart? That’s quite important for us.
It also looks a bit like overkill for us- even if it’s free, it’s apparently a separate system that would have to be maintained.
To be honest, all we really need is the ability to have someone submit a ticket and keep our (and their) replies in a thread, along with the ability to change the status.
We already have a custom system that did this with our old site, but it wasn’t integrated with CS Cart and we’d want it to be tied to a user’s existing CS account. We could probably write our own (very) simple system, but there’s no point in reinventing the wheel!
[quote]Do you need to keep exporting users from/to zendesk?[/quote]
Yes, you can import/export users from/to Zendesk
[quote]
[color=#282828][font=arial, verdana, tahoma, sans-serif]Does Zendesk have multisite functionality so that it can function with cscart ultimate storefronts?[/font][/color]
[color=#282828][font=arial, verdana, tahoma, sans-serif]Are a users tickets listed in the users backend profile?[/font][/color]
[/quote]
It will work, but one main administrator will see all tickets. There is no ability to show defined topics for defined administrator in current version.
[quote]
[color=#282828][font=arial, verdana, tahoma, sans-serif]Are the user his orders listed in the ticket? [/font][/color]
[/quote]
Do you mean ability to assign orders to tickets? If so, there is not such ability in the current version.
Snorocket's legendary helpdesk support addon, re-labeled for v4.3.1 as customer service addon is currently being upgraded by the cs team to work with the latest release v4.3.1. It is on pre-sale:
Do you mean ability to assign orders to tickets? If so, there is not such ability in the current version.
[/quote]
Most tickets in a webshop are related to specific orders. So its needed that staff can easily see the customers orders and order status when they look at the ticket.
[quote name='P-Pharma' timestamp='1430653495' post='213243'] Most tickets in a webshop are related to specific orders. So its needed that staff can easily see the customers orders and order status when they look at the ticket. [/quote]
This is default functionality in Snorocket's customer service addon, when a customer submits a ticket or inquiry through the order details page it is automatically associated with that order number. The store admin can view, add, edit associated inquiries to orders.
You can see after the customer submits a help inquiry they will be able to view, reply to their own inquiry that is now associated with that order:
Sorry for not getting back to this earlier; I'd assumed that no further replies were being posted and was in the process of trying to get Re:Desk to work (*).
Am I correct in understanding that the administrator has to import users (from CS to Zendesk) before they can access the support system? That sounds like a disadvantage- we'd much rather they were able to use it from their existing CS account, otherwise they have to wait for us to do it.
(And we'd have to do it for all users, unless they were going to contact us manually to request a support account, which defeats the purpose of the system…?)
Snorocket's legendary helpdesk support addon, re-labeled for v4.3.1 as customer service addon is currently being upgraded by the cs team to work with the latest release v4.3.1. It is on pre-sale:
Snorocket; as mentioned, we considered your add-on before, but it wasn't available then, and still isn't- the expected release date is now 20 May 2015 (which is also passed).
(Also, we tried contacting you via the link on your website with some questions, but the “Contact Us” link gave a “404 Not Found”)
Most tickets in a webshop are related to specific orders. So its needed that staff can easily see the customers orders and order status when they look at the ticket.
[/quote]
Unfortunately, there is no such functionality in the add-on now, but we can easily implement it for you.
Snorocket's legendary helpdesk support addon, re-labeled for v4.3.1 as customer service addon is currently being upgraded by the cs team to work with the latest release v4.3.1. It is on pre-sale:
You do not import any users to this help desk as they are already will have the help desk account right after addon installation.
1) Does help desk have multisite functionality so that it can function with cscart ultimate storefronts?
2) Do you need to keep exporting users from/to helpdesk?
3) Are a users tickets listed in the users backend profile?
4) Are the user his orders listed in the ticket?
Hi, P-Pharma.
Please check the forum link above or check direct link here:
If answer to your help desk related questions, the answers will be:
1) Yes, Re:Desk help desk have multi-site functionality and can function with CS-Cart ultimate multiple storefronts
2) You do not need to import your existing CS-Cart users as they will be able to log in to help desk with the same log in access as they have in your store right after helpdesk addon installation. It will connect your users login with help desk acutomatically.
3) It looks like a good feature. For now Re:Desk help desk software has "Submit a ticket" button on his orders page. When customer contacts you, he gets a notification to his email where he can view that ticket and all tickets he submitted before. But we will consider this feature for adding with our team.
If you have any comments or thought, I will be more than glad to hear all them.
