JV-HelpDesk - Joomla! Help Desk and Support Ticket Extension

JV-HelpDesk is a FREE Help Desk and support ticket extension suite for Joomla!.

jvhelpdesk joomla help desk

With JV-HelpDesk, you can provide a highly efficient and professional 1-on-1 dedicated ticket support to your customers. Deeply integrated with Joomla, JV-HelpDesk provides support services on your site, the easy way with BBcode editing, Email replies, Multilingual support and advanced ACL. And much more!

JV-HelpDesk Product Features


 

Personal Edition

Business Edition

Unlimited Categories

Tickets can be assigned to categories, one category per ticket. There is no limit to the number of categories that you can create in JV-HelpDesk. You can also have any level of nesting for categories.

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Ticket Priorities

Tickets can be assigned priority based on the urgency of the request/ticket. High, Normal and Low are the default priorities that are available immediately after installation. You can also create new priorities and sort them by assigning a priority code which defines the relative importance or urgency.

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Ticket Statuses

Status of a ticket defines the current state of the ticket. By default JV-HelpDesk has 3 statuses for a ticket.- Open, Pending and Closed. From backend, you can add new statuses and tickets can be assigned to them. In frontend, when a customer or staff logs in, he/she will be shown tickets in tabs named by statuses.

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Frontend Customer Dashboard

When a customer logs in frontend, the home page of JV-HelpDesk provides a comprehensive dashboard of menu links to opening new ticket, viewing existing tickets, searching within tickets, and showing the recently opened tickets.

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Manage Tickets in Frontend and Backend

While customers can add and edit their tickets via frontend, staff members can manage the tickets via frontend and backend. In the backend, you can filter by category, status, priority and language. You can also search tickets by customer username, customer name, ticket id and details in ticket. Once a ticket is opened, customer or staff member can post replies to it.

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Access Control Permissions

As admin you can configure categories to allow users belonging to specific user groups to create or open new tickets in them. This feature enables you to restrict your customers from opening tickets in any category in the helpdesk system.

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Staff Member Group

As admin you can decide the user group in your site, which should act as the staff members. All users in the selected group will be staff members for tickets. You can also configure a list of staff group email addresses. Whenever a new ticket is created, users of all those addresses will be notified by email.

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Attachments for Tickets

Customers will be able to attach files with tickets. As admin, you configure the maximum number of attachments allowed per ticket, and file extensions allowed. You can also decide to disable this feature via backend configuration.

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Create and Manage Ticket Types

Administrators can create different ticket types like Bug, Feature request, How To etc... via backend. These ticket types are then shown in the frontend when a customer opens a new ticket. This is a one another way to classify tickets. Tickets can also be searched based on their types in site frontend.

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Custom Fields for Tickets

You can create custom fields for tickets via backend, and they will be shown to customers while opening a new ticket. You can also associate fields to "Field Groups" to group them for better display organization. Custom fields can be text, image, checkbox, color, editor, integer, list, radio buttons, url, and calendar type.

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Customer Signatures in Tickets

Customers can add their custom signatures in their Joomla user profile or during registration. This signature can contain links to social media or their own websites with name etc... as the customer wants. The signature will be shown underneath ticket description and replies to ticket post.

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Auto Close Tickets

While customers can always close tickets from frontend, as admin you can set a value for number of days of idling after which a ticket can automatically closed by JV-HelpDesk. An email will be sent to customer and staff member informing him/her of auto-closure

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Prevent Spam with Captcha

As admin you can decide to challenge the user with a captcha to prevent new ticket spam and reply submissions. You can enable or disable the spam option in backend. When enabled, captcha configured in the Joomla! Global Configuration will be used.

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Create Related Ticket

JV-HelpDesk provides a unique feature with which your customers can create new tickets based on an existing ticket. If for example, your customer has a question that is related or associated with an existing ticket, but has already closed the existing ticket, then he can open a new one by opening a related ticket.

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Customer Rating for Tickets

When customers decide to close their tickets, they can rate them for the quality and timeliness of support received. This is a very powerful to convey their satisfaction to the support team. For the support team, it will help them assess the rating and improve their support efficiency and effectiveness.

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Show Warning Message for Priorities

As administrator, you can configure certain priorities of tickets to show a warning message when they are chosen by the customer. You can use it in different ways. A recommended way to use this is when customer chooses a high priority ticket, then you can urge him to provide detailed description of the problem to be able to debug the issue faster.

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Notify Staff of High Priority tickets via SMS

You can configure JV-HelpDesk to notify pre-defined staff members whenever tickets of certain priorities are opened. JV-HelpDesk provides the necessary integration with Clickatell* to achieve this. JV-HelpDesk supports both the "SMS Platform" and "Communicator/Central" types of accounts at Clickatell.

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Notify Staff of High Priority tickets via Whatsapp

You can configure JV-HelpDesk to notify a pre-defined Whatsapp group of staff members whenever tickets of certain priorities are opened. JV-HelpDesk provides the necessary integration with Whatsmate * to achieve this. At JV-Extensions we use this to notify our developers whenever a Critical priority ticket is opened!

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Tagging Tickets by Customers and Staff

Tags make it easier for people to find your content. Customers and Staff members can tag tickets on topics or keywords which can also be displayed in a tag cloud module. Typically tags can be used for functional aspects of the system about which issues are raised. Customers can only see their tags in the module! while staff members can see all.

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Module to show Recent Tickets

Display pre-defined number of tickets created recently, in a module.

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Module to show Recent Replies

Display pre-defined number of ticket replies added recently, in a module.

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Module to show Un-Assigned Tickets

Display un-assigned tickets to members of staff group, in a module.

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Module to show Tickets in a chosen Status

Display list of tickets of a chosen status like Open, Pending, Closed etc....

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Module to show Ticket Tags

Display the tag cloud with tags from tickets.

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Responsive layouts for different devices

JV-HelpDesk is compatible with Twitter Bootstrap 2.3.2 and 3.x versions. You can decide to load jQuery, Bootstrap css and also JS if required from backend. You may want to do this, if your Joomla template provider does not load jQuery or bootstrap css or js for some reason.

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Migrate from other Ticket Systems

You can migrate from other existing ticketing systems like Akeeba Ticket System to JV-HelpDesk with 1-click!. We plan to add migrations from more extensions in the future too.

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Product Installation and Support

Un-limited Installations

You may install the product on all your domains.

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Access to Online Documentation

You may browse through the product documentation online.

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Duration of Product Updates

Included in this edition 12 months

Product Support

via Support Forums by Community & Staff via Dedicated Ticket Support by Staff & Developers for 12 months for 1 domain
 

FREE!

USD 40

 

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* Notification via SMS using Clickatell, and Whatsapp group using Whatsmate require a separate signup which may need a subcription fee at the respective websites. Please refer to the respective website for the fee and service in your country.