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  • Takestock
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Posted 12 February 2014 - 12:01 AM #1

Hi
We have a lot of products on our multi-vendor site that require the customer to ask a number of consecutive questions.
I would like to be able to put this in a help desk format that will allow the particular specialist to reply to the questions and keep track in a conversational format.
Is there a help desk type add-on for CS Cart or what are people using.

Alan

 
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Posted 12 February 2014 - 01:41 AM #2

I have the exact same situation. There doesn't seem to be a good helpdesk for this. Hopefully a company will provide a multisite helpdesk which integrates with cs-cart

 
  • clips
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Posted 12 February 2014 - 02:04 AM #3

I know Alt-team used to have one and so did Snorocket but neither do now. I haven't seen another one for a while now.
Regards,
Jim

 
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Posted 11 May 2014 - 02:30 AM #4

Snorocket's legendary CS-Cart Helpdesk Support Addon is a rock solid solution to improving customer relationships. 100% Integrated into CS-Cart and compatible with the latest 4.1.4 version, that means no monthly fees or 3rd party software ever. Our ticket management system helps facilitate, manage and easily track all incoming ticket requests through an intuitive layout that even grandma can get around. You can view ticket history or manually create tickets through the administration panel. You can create, edit, save canned responses and create unlimited priority levels. The system supports both multiple departments and managers enabling you to re-assign tickets to managers. The ticket priorities allows distinguishing more urgent tickets and ensures a faster response time.

Helpdesk Support Addon features include:
• 100% Integrated and Fully Compatible with CS-Cart v4.1.4+
• Fully Standalone Addon requires no 3rd party software, accounts or monthly fees
• Ability to define custom form fields per department
• Custom form fields display by AJAX upon department selection (customer side)
• Create unlimited support tickets
• Ability to create tickets manually in administration panel (phone orders)
• Unlimited number of departments
• Departments have own set of mail templates
• Ability to assign managers to departments
• Ability to use quote tags in email body
• Ability to create canned responses
• Categorize canned responses per department
• Associate tickets with an Order ID
• Ability to associate ticket with customer
• Ability to edit, save and quote ticket posts with bb code (admin side only)
• Ability to create private ticket notes between admin users
• Create unlimited priorities (ex: high, normal and low ect...)
• Ability to attach files to ticket posts (customer and admin sides)
• Uses image verification addon (if enabled)

GET IT NOW WHILE IT'S ON PRE-SALE !
SNOROCKET.COM, Now Accepting PRE-ORDERS:
Customer Service (Helpdesk) Addon for CS-Cart v4.3.1
Quote and Invoicing Addon for CS-Cart v4.3.1

 
  • wesse249
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Posted 11 May 2014 - 06:12 PM #5

Hello,

I'm interest in both addons helpdesk and quote. But i'd like to have a guarantee of the exact date when the addons are available.

 
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Posted 13 May 2014 - 05:41 PM #6

Hey Sno, I would be interested in the helpdesk too. If you are converting from version 2, I can't remember all the details, but do you know if the permissions side is going to be resolved? We had bought it way back in 2010-11 but could not seem to get it to work on our site. Way back then we did a lot of changes in the core so that may have been some of the issue. We try to do our best to not change the core any more and use hooks as much as possible. With that, will this new version of the helpdesk be using just the hooks or will there be core changes too.
Regards,
Jim

 
  • ipixel
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Posted 14 May 2014 - 11:47 AM #7

You can try our Re:Desk help desk software along with CS-Cart connection add-on:
http://www.re-desk.c...desk-addon.html

Recently we released a major update of the system and now some plans under the discount. More information about the release you can find in our blog:
http://blog.re-desk.com/

Any feedback or interested would be much appreciated.
If any questions arise, let us know.

Help Desk Software for CS-Cart  |  Statiny.com - Track your store sales key metrics in Facebook Messenger or Telegram chatbot


 
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Posted 14 May 2014 - 03:34 PM #8

@Clips, sure the new 4.1.4 version will be using hooks where required and no core changes. As always Sno's Helpdesk Addon is 100% integrated into CS-Cart with no monthly fees. I will only have a few addons so support, if any is needed, should be alot easier this time around :)
SNOROCKET.COM, Now Accepting PRE-ORDERS:
Customer Service (Helpdesk) Addon for CS-Cart v4.3.1
Quote and Invoicing Addon for CS-Cart v4.3.1

 
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Posted 14 May 2014 - 04:16 PM #9

Sno, look forward to seeing what it will look like.

We are considering the add on from re-desk too. We installed it but was unable to test it because their free trial version would not allow us to use the CS plug in at the time.
Regards,
Jim

 
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Posted 15 May 2014 - 11:28 AM #10

We are considering the add on from re-desk too. We installed it but was unable to test it because their free trial version would not allow us to use the CS plug in at the time.


If you downloaded Re:Desk 2.0.1 version, all should works correctly with the CS-Cart add-on in the Trial mode without license number entered. Please let me know, if you managed to test the CS-Cart Connection with Re:Desk or not. You can either contact us directly to http://support.re-desk.com/ and we will provide you any help with the installation and testing.
Look forward to hearing from you soon.

Help Desk Software for CS-Cart  |  Statiny.com - Track your store sales key metrics in Facebook Messenger or Telegram chatbot


 
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Posted 15 May 2014 - 02:55 PM #11

Sorry ipixel, we have not taken the time to install it again. The biggest reason is because your app still seems to appear to be "outside" of the skin of the website it is on. For example, when we click on your support area it looks like a generic help desk. We are wanting something that can exist within the design of our website so the customer does not think it is somewhere else.
Regards,
Jim

 
  • snorocket
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Posted 15 May 2014 - 04:19 PM #12

Just hang in their Jim my updated one will be available soon, as in the past it will fit the design of your website:

Posted Image
SNOROCKET.COM, Now Accepting PRE-ORDERS:
Customer Service (Helpdesk) Addon for CS-Cart v4.3.1
Quote and Invoicing Addon for CS-Cart v4.3.1

 
  • ipixel
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Posted 16 May 2014 - 09:12 AM #13

Sorry ipixel, we have not taken the time to install it again. The biggest reason is because your app still seems to appear to be "outside" of the skin of the website it is on. For example, when we click on your support area it looks like a generic help desk. We are wanting something that can exist within the design of our website so the customer does not think it is somewhere else.


No problem, clips, just wanted to make it clear. In addition I would like to point a couple of thoughts regarding the design changes and maybe some benefits of using non-addon-related helpdesk solution:

1) You can create any design for the Re:Desk help desk, so it will look like you rest pages of your site or have any other elements. Or have a similar design. So your customers will be able to separate visually where is the site/store and where is the support part. Unfortunately there is no opportunity to predict the design of all the sites, so definitely you need to customize the design of any third-party software in case you need to make it similar to your site.

2) I believe mainly the help desk systems are intended to reduce the workload of the company/team staff in aspect of communication with the customers, so the most of the customers just use their email systems for communicating with the site and CONTACT FORM. This contact form is available in our CS-Cart connection addon and this form uses the departments and other information exactly from Re:Desk and this for will be integrated in YOUR DESIGN.

3) When you use a separate software for the support, you can separate your subdomain names for both of the site and support section, for instance, www.yoursite.com and support.yoursite.com.

Anyway thank you for the feedback, these are just my thoughts and the final choice is always with you.
We gather all the customer suggestions, and based on them consider new functionality/features/behavior and so on.

Help Desk Software for CS-Cart  |  Statiny.com - Track your store sales key metrics in Facebook Messenger or Telegram chatbot


 
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Posted 16 May 2014 - 11:20 AM #14

Thanks for the reply/post ipixel.
Regards,
Jim

 
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Posted 05 June 2014 - 01:03 PM #15

Clips has a very good point about the HelpDesk appearing inside the eCommerce website.
The customer wants to be sure they havent gone off to different site, and to feel that the store is on the "same page" as they are.

@ipixel Re: point 2) "most of the customers just use their email systems for communicating with the site"
Yes absolutely correct. And some customers actually go back to the Order details or Ticket Page to communicate. But Mostly they just reply to the email.

From an admin point of view, as the administrator of my website, and the guy that does everything else, I want to be able to communicate with customers via the ticketing system from within the Order Details Page.
Is that possible?

 
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Posted 05 June 2014 - 01:12 PM #16

@Sno
So, when the customer replies to the email that notifys them of a post (ether their own, or by Admin)
Does the Helpdesk Support Addon post this email reply (from the customer), into the Support Ticket thread?
If so, I think youve got everything covered.

 
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Posted 07 June 2014 - 05:54 PM #17

@Sno
So, when the customer replies to the email that notifys them of a post (ether their own, or by Admin)
Does the Helpdesk Support Addon post this email reply (from the customer), into the Support Ticket thread?
If so, I think youve got everything covered.

We've omitted email parsing because it is not fool-proof, their is a 50/50 chance the customer will wipe out the ticket tracking code in the subject field and/or body of the email itself, without this the cron job which sifts through the emails just doesn't pick it up. We've found customers are more likely to actually sign into their accounts by clicking on the "reply to this response link" which is in the email. This addon will be ready in about another week or so, Thanks - Sno

Posted Image
SNOROCKET.COM, Now Accepting PRE-ORDERS:
Customer Service (Helpdesk) Addon for CS-Cart v4.3.1
Quote and Invoicing Addon for CS-Cart v4.3.1

 
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Posted 07 June 2014 - 07:16 PM #18

I'm not the biggest fan of email parsing so that isn't important to us. If it is added I hope you will allow an option to turn it off.
Regards,
Jim

 
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Posted 09 June 2014 - 12:04 PM #19

Clips has a very good point about the HelpDesk appearing inside the eCommerce website.
The customer wants to be sure they havent gone off to different site, and to feel that the store is on the "same page" as they are.


It can be reached easily via changing of the design of any HelpDesk system, including Re:Desk.


@ipixel Re: point 2) "most of the customers just use their email systems for communicating with the site"
Yes absolutely correct. And some customers actually go back to the Order details or Ticket Page to communicate. But Mostly they just reply to the email.


And the ticket page can be easily reached right from the email notification with the message in Re:Desk. So, I believe there is no problem with it, even you can place any button (CONTACT US) to your order details page.


From an admin point of view, as the administrator of my website, and the guy that does everything else, I want to be able to communicate with customers via the ticketing system from within the Order Details Page.
Is that possible?


Unfortunately no, in the current version it is not possible. But we will keep this in our minds. Thank you.

Help Desk Software for CS-Cart  |  Statiny.com - Track your store sales key metrics in Facebook Messenger or Telegram chatbot


 
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Posted 18 June 2014 - 02:54 AM #20

Snorocket, we just pre-bought your helpdesk. It says to do so before 6/15 but it still lets the orders go through. Also, your invoice still says "demo store".
Regards,
Jim