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Simple And Tightly-Integrated Helpdesk Addons Rate Topic   - - - - -

 
  • Smich
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Posted 21 April 2015 - 04:07 PM #1

Hi,

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?

http://www.snorocket...vice-addon.html

It looks like more than enough for us, but its current status isn't clear as it claims

"50% OFF PRE-SALE, expected release date of 3/12/15 [i.e. over a month ago, assuming that's a US date format]. Currently being tested with CS-Cart v4.3.1 beta"

Looking forward to any feedback! :-)

- Smich

 
  • kickoff3pm
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Posted 21 April 2015 - 09:04 PM #2

You could use what I use http://osticket.com/

You can see it here http://matchdaymemories.com/help/ and it's free.
http://matchdaymemories.com - Football Memorabilia Via Cs-Cart V3
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http://www.alternativestoebay.com - Join The Free Ecommerce Community.

 
  • Smich
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Posted 22 April 2015 - 09:49 AM #3

Thanks for the response.

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! :)

- Smich

 
  • Cart-Power
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Posted 29 April 2015 - 09:18 AM #4

Thanks for the response.

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! :)

- Smich


How about our CS-Cart Zendesk integration add-on? Is it suitable for you?
Cart-Power.com / Cart-Power.ru (sales@cart-power.com) offers you:
CS-Cart add-ons :: CS-Cart themes :: CS-Cart development :: CS-Cart license
Работаем с англоязычными и русскоязычными клиентами (work with English-speaking and Russian-speaking customers)

 
  • P-Pharma
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Posted 29 April 2015 - 12:02 PM #5

Does Zendesk have multisite functionality so that it can function with cscart ultimate storefronts?
Do you need to keep exporting users from/to zendesk?
Are a users tickets listed in the users backend profile?
Are the user his orders listed in the ticket?

 
  • Cart-Power
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Posted 30 April 2015 - 06:26 AM #6

Do you need to keep exporting users from/to zendesk?


Yes, you can import/export users from/to Zendesk

Does Zendesk have multisite functionality so that it can function with cscart ultimate storefronts?
Are a users tickets listed in the users backend profile?


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.

Are the user his orders listed in the ticket?


Do you mean ability to assign orders to tickets? If so, there is not such ability in the current version.

Let me know if you have additional questions.
Cart-Power.com / Cart-Power.ru (sales@cart-power.com) offers you:
CS-Cart add-ons :: CS-Cart themes :: CS-Cart development :: CS-Cart license
Работаем с англоязычными и русскоязычными клиентами (work with English-speaking and Russian-speaking customers)

 
  • snorocket
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Posted 02 May 2015 - 04:40 PM #7

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:

http://www.snorocket...vice-addon.html
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

 
  • P-Pharma
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Posted 03 May 2015 - 11:44 AM #8

Yes, you can import/export users from/to Zendesk

What happens when a user registers at the helpdesk or cs-cart? Will an account be automatically be imported to the other software?
Or does the admin need to keep importing users?

Do you mean ability to assign orders to tickets? If so, there is not such ability in the current version.

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.

 
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Posted 03 May 2015 - 03:41 PM #9

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.

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.


Posted Image

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:
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

 
  • Smich
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Posted 25 May 2015 - 01:45 PM #10

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 (*).

How about our CS-Cart Zendesk integration add-on? Is it suitable for you?


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...?)

(*) Which has been a disaster so far:- http://forum.cs-cart...__fromsearch__1

 
  • Smich
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Posted 25 May 2015 - 01:48 PM #11

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:

http://www.snorocket...vice-addon.html


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")

 
  • Darius
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Posted 25 May 2015 - 02:16 PM #12

That's why its called "legendary" :D

Now the expected release date is 20 May 2015 (which is also passed).



 
  • Cart-Power
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Posted 29 May 2015 - 09:41 AM #13

What happens when a user registers at the helpdesk or cs-cart? Will an account be automatically be imported to the other software?
Or does the admin need to keep importing users?


There is no need to make a manual sync. It will be done automatically when user post a message.

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.


Unfortunately, there is no such functionality in the add-on now, but we can easily implement it for you.

Thank you.
Cart-Power.com / Cart-Power.ru (sales@cart-power.com) offers you:
CS-Cart add-ons :: CS-Cart themes :: CS-Cart development :: CS-Cart license
Работаем с англоязычными и русскоязычными клиентами (work with English-speaking and Russian-speaking customers)

 
  • P-Pharma
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Posted 29 May 2015 - 07:52 PM #14

Cart-Power, will you start using this for your helpdesk?

 
  • jain1980
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Posted 22 July 2015 - 06:20 PM #15

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:

http://www.snorocket...vice-addon.html


Can anyone confirm is this Snorocket customer service addon is full working now for CS-cart 4.3.1?

 
  • CreationX
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Posted 26 July 2015 - 09:06 PM #16

Can anyone confirm is this Snorocket customer service addon is full working now for CS-cart 4.3.1?


The guy seems to be un-contactable.

 
  • ipixel
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Posted 12 May 2017 - 09:41 AM #17

Hi,

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.

 

...

Looking forward to any feedback! :-)

- Smich

 

Hi, Smich!

 

I would like you to consider the following help desk:

http://forum.cs-cart...e-2#entry276768

 

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:

https://www.re-desk....esk-addon.html 

 

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. 


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


 
  • ipixel
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Posted 15 May 2017 - 07:03 AM #18

Are a users tickets listed in the users backend profile?
 

 

Hi once again!

 

I have discussed this question with our team and it looks our opinions are divided. Would you please clarify what you mean:

1) You mean that all customer tickets should appear on profile page of store-front?

2) Or all customer tickets should be visible on admin area of CS-Cart on customer profile page?

 

Please let me know. 


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