Helpdesk Module Integration in eCommerceGo SaaS

Introduction

Efficient communication and issue resolution between different administrative levels is crucial for maintaining smooth operations in any e-commerce platform. The eCommerceGo SaaS’s Helpdesk module is designed to facilitate seamless interaction and problem-solving between the admin and super admin users.

This detailed documentation provides an in-depth guide on utilizing the Helpdesk module to manage and resolve internal issues effectively. It covers the setup process, ticket creation, escalation procedures, and resolution workflows, ensuring that all administrative concerns are addressed promptly and efficiently.

With the Helpdesk module, eCommerceGo SaaS enables a structured approach to internal support, enhancing coordination and communication between the admin and super admin. This module is essential for ensuring that any operational challenges are quickly identified and resolved, contributing to the overall stability and efficiency of your e-commerce environment.

Workflow

Installation

So, the following is the installation process of the HelpDesk Add-On with the help of which you can easily access this add-on.

Step 1: Super Admin Access: The super admin must first add the HelpDesk add-on by following a few steps.

• Log in to the Super Admin side of eCommerceGo using your credentials.
• Once logged in, navigate to the Add-On Manager module by clicking on it from the admin dashboard or sidebar menu.
• In the Add-On add-ons module, click on the “+” button to initiate adding a new add-on.
• After clicking the “+”, you’ll be prompted to upload the ZIP file of the particular add-on you wish to install. Drop down the ZIP file as instructed.
• Once the ZIP file is uploaded, the add-on will appear on the Add-On Manager Page.
• Simply enable the module by toggling the appropriate button, making it visible to end users.
• Once you do this, scroll down, and find out the helpdesk module. Over there you will get to see two pages.
• The first page is for tickets, where you can create new tickets, just click on the “+” button at the top, select the user from the dropdown given over there, email, select the category of the ticket, select the status, write the subject of the ticket, add attachments, and at last add the description. On the tickets page, you can see the ticket ID, assigned to, created by, subject, category, status, created, and last, there is an action column where you can reply to the ticket, details of the ticket, edit the ticket, and at last, delete the ticket.
• The second page is for system setup, where you can add new categories, and add new helpdesk status.

Step – 2 Company Settings:

Once the super admin has enabled the HelpDesk Add-on, admins can acquire and configure it by following these steps:

• After purchasing the module, go to the sidebar and find the helpdesk module over there.
• You will get to see, all the required details regarding the helpdesk, like ticket ID, assigned to, email, created by, subject, category, status, created, and an action column from where you can reply, view, edit, and delete the tickets.
• Upon clicking on the ticket ID, you can view the details of that particular, like what is the query, and you can also reply to those tickets

So, this is how you can have access to the helpdesk module of ecommercego saas, and use it very easily.