Configuration

Our extension includes two Magento modules - Helpmate and Knowledgebase. The Helpmate module allows you to use easy to support interfaces, email gateways, department and tickets in your Magento store. Knowledge Base extension reduces number of support requests that makes the support easier.

Helpmate configuration

Go Admin > Configuration > Templates-Master > Helpmate. You can see the following settings.

General tab

General settings

In the Enable Helpmate field please select Yes.
Select Yes in the Enable Attached File field in order to allow customers to attach files to their support request. Then you can choose the available extensions of the attached file.
Auto close ticket after X days - specify the number of days during which the ticket will be active.
Enable order select - select Yes to enable the ability to attach an order to the ticket.
Please select Yes in the Enable Akismet field and then enter the API Key in the Akismet API key field.

Ticket form tab

Ticket settings

Select Yes in the Use default Contact Us form field to enable using of default magento Contact form. In case you select No, the default form will be disabled and all customers requests, submitted via contact form, will be processed by Helpmate.
If you select Yes in the Use Priority form field, customers can define the urgency level from the dropdown list. They will see the following Helpmate priority form:

Helpmate priority form

In the Fieldname #1, #2 and # 3 fields (enabled if not empty) you can specify additional information for your issue.
In the Use wysiwyg on backend ticket form field select Yes to enable WYSIWYG editor for tickets.
If you select Yes in the Use HTMLpurify on backend field, you enable filtering of html output for backend. In case you select No, the option will be disabled and html content will be shown in admin tickets interfaces processed with HTMLpurifier in order to make it secure (htmlpurifier doesn’t guarantee 100% protection from all types of HTML injection).
In the Quick answer categories select KB category, that was created earlier and assigned as Quick answer category.

Email tab

Email settings

Select Yes in the Enable customer notification field to allow the customer get notification about update ticket.
Select Yes in the Enable admin notification field to allow the admin get notification about update ticket.
In the Default Email Sender field specify the Sender, who will send email.
In the Default Email Template User New Ticket Notification select the email template for user notification of new ticket.
In the Default Email Template Admin Theard Notification select the email template for admin notification.
In the Default Email Template New Ticket Answer field select the email template for answer to email notification of new ticket.
In the Default Email Template Ticket Autoclose field select the email template for inactive tickets notification.
In the Default Email Template Ticket Assigned to User field select the email template for tickets that were assigned to user as outdated.
After all settings click on Save Config.

Time configuration

Time settings

Our module comes with advanced time settings to set up the proper time settings and make the support process the most convinient for your customers. You are allowed to choose a timezone, define the days you provide users with support and also set up the working and breaking time.

Akismet configuration

In the Enable Akismet field you can enable or disable Akismet anti spam filter. Helpmate is provided with separate Akismet integration module. So you have to obtain Akismet API info at https://akismet.com/signup/ and then enable Akisment at Admin > System > Templates Master > Akismet.

Akismet settings

As you may see, you can also enable Akismet anti-spam fiter both on Contact Us and Product Review pages.

Configuration

Helpmate configuration

Akismet configuration

You can also check