Helpdesk Module
The Helpdesk module provides a fully-featured support ticketing system for your store. Customers can open tickets from their account area; your team manages and replies to them from the admin panel. Because it is an optional module, you can switch it off entirely if you don't offer ticket-based support — or switch it back on any time without losing any data.
Capabilities
| Feature | Description |
|---|---|
| Customer ticket submission | Customers open support tickets from Account → Support Tickets, choosing a category and describing their issue. |
| Category organisation | Group tickets by topic (Billing, Technical, Pre-sales, etc.) using Admin → Ticket Categories. |
| Admin reply & status tracking | Reply to tickets, update priority, and move them through statuses: Open, In Progress, Resolved, Closed. |
| Email notifications | Customers and admins receive email alerts when tickets are created or updated. Each notification type can be toggled individually from Settings → Ticket System. |
| File attachments | Customers and admins can attach files to ticket messages (enable/disable from settings). |
| Follow-up reminders | A scheduled job sends automatic follow-up reminders for tickets that have been inactive for a configurable number of days. |
| Ticket limits per user | Configurable cap on how many open tickets a single customer can have at once. |
Enabling and disabling Helpdesk
Where is the toggle?
Go to Admin → Settings → Modules. Find the Helpdesk card and click Activate to enable it, or Deactivate to disable it.
What happens when you activate?
- The Support Tickets item appears in every customer's account sidebar.
- The Helpdesk and Ticket Categories items appear in your admin sidebar.
- A Ticket System section appears under Admin → Settings.
- If no ticket categories exist yet, four default categories (General, Billing, Technical, Pre-Sales) are created automatically so customers can open their first ticket right away.
What happens when you deactivate?
- The customer-facing Support area and the admin Helpdesk menu are hidden immediately.
- All existing ticket data is fully preserved — tickets, messages, attachments, and categories remain in the database untouched. Nothing is deleted.
- Reactivating at any time restores the full interface and every ticket exactly as it was.
What happens on upgrade from an older version?
If your store was already using the ticketing system before this version, Helpdesk is automatically activated for you during the upgrade. No manual steps are needed and no data is affected.
For fresh installations, Helpdesk is off by default. Activate it from the Module Manager whenever you're ready.
Configuring the ticket system
Once Helpdesk is active, go to Admin → Settings → Ticket System to configure:
- Default ticket priority
- Maximum open tickets per customer
- Which email notification types are sent (new ticket, admin reply, customer reply, status change, closure)
- Whether file attachments are allowed on tickets
- Ticket ID prefix (e.g.
ACME-XXXXXXXXXX) - Follow-up reminder settings
Managing ticket categories
Go to Admin → Ticket Categories to create, edit, or remove categories. Categories appear in the ticket submission form in the customer account area. At least one category must exist before customers can submit tickets.