Helpdesk

Answer every customer question where the order already lives. Customers open tickets from My Account or the order page, your team answers from the Magento admin, and both sides get every message by email. No separate helpdesk subscription, and no copying order numbers between two systems.

Latest version: 1.0.0 — changelog

Who it's for

• Stores that answer order questions all day. Tickets link to the customer's own orders, and shipments, refunds and cancellations are posted to the open tickets about the order.
• Stores that handle damage and return claims. Agents ask for exactly the photos and numbers they need, and the customer answers them in one form.
• Stores whose buyers do not always have an account. Guest tickets work with an email address and a confirmed personal link, and can later move into the customer's account.
• B2B and wholesale stores. Customers invite a colleague or your team invites a supplier into the conversation, without an account.
• Hyvä stores. A companion package brings every customer page to Hyvä, CSP themes included.

Why it matters

• Fewer "where is my order?" questions. Tracking numbers, refunds and cancellations reach the customer in their ticket and by email, and the ticket page shows when they will hear back.
• Faster first answers. Topics, departments, saved replies with placeholders and checklists get each ticket to the right person with the right information.
• Nothing gets lost. Emails are stored with the ticket change, retried when the mail server fails, and listed on the ticket with their state.
• Less spam in your inbox. Guest tickets reach the team only after the guest confirmed the address, with per-visitor limits and optional CAPTCHA.
• Privacy requests in minutes. One screen finds, downloads and erases everything the helpdesk stores about an email address.

See it in action

Every example below is what the end-to-end suite sets up and checks on a Luma and a Hyvä store.

• You list the Ticket Topics Order status, Shipping and delivery, Returns and refunds, … → your customer picks Returns and refunds under "What is it about?" → your ticket grid reads Returns and refunds as the subject, not whatever the customer typed.

• You save the reply Hi {{customer_first_name}}, here is a fresh tracking link for {{reference}}. → your agent inserts it on Jane's ticket → the reply field reads Hi Jane, here is a fresh tracking link for HD-000123., ready to send.

  

• Your agent ticks Photo of the damage and Number of affected items under "Ask the customer for…" → the customer's ticket page shows "We need a few things from you" with a photo field and a number field → the answers land next to their items on the admin ticket page.

  

• You leave "Post Order Updates to Tickets" on Shipped → the warehouse adds a tracking number → the open ticket about the order says "A shipment of your order #000000123 is on its way. PostNL tracking number: …" and the customer is emailed, without an agent writing a word.

  

• Your agent sets Waiting On to Supplier and promises the next update by Friday → the customer's ticket page says "We are checking with our supplier." and "We will update you by …", and the agent is reminded before Friday.

• Your agent marks a ticket Resolved → the customer presses Solved, thank you → the page says "Thank you! We have closed the ticket." and the team sees the answer on the ticket.

What it does

Every feature has its own page under Usage:

Feature	Benefit
Support tickets in My Account	Customers open tickets, follow the conversation and reply where they already manage their orders, with a clear subject from your topic list
Working on tickets	Replies, internal notes, status, priority, agent and department on one screen; bulk changes from the grid; tickets opened for a customer after a phone call
Departments	Each team gets its own queue and inbox, offered only to the store views it serves
Ticket statuses	Use your own words, such as "Waiting for supplier", in every store view's language, while reopening and closing keep working
Saved replies	Common answers in one click, greeting the customer by name
Guest tickets	Visitors ask without an account; the team only sees confirmed addresses; tickets can move into an account later
Attachments	Customers send photos and documents; files stay private, and previews are new images without the photo's location data
Requests for information	Ask for the damage photo and the number of broken items once, and get both back together
Resolution and automatic closing	Customers confirm "Solved, thank you", and resolved tickets close by themselves
Follow-ups and promised updates	The team knows who it waits for, and customers know when they will hear back
Ticket invitations	A colleague or supplier joins the conversation through a personal link, until removed
Tickets about orders and order updates	Tickets start from the order page; shipping, refunds and cancellations reach the ticket, and late orders reach the team
Support preferences	Customers choose their ticket emails and whether you may call them; agents see it before they write
Emails	Every email is stored with the ticket, retried when the mail server fails and listed on the ticket with its state
Privacy requests	Find, download and erase a person's support data, also from the command line
CAPTCHA on the guest forms	Magento CAPTCHA or Google reCAPTCHA on the two forms anyone can send, on Luma and Hyvä
REST API	Your ERP, chat or customer app reads and writes tickets for the team and for customers

Competing solutions

The right-hand column describes common practice on the extension market, not any particular vendor.

	Qoliber	Typical marketplace extension
GitLab access	Full access to the module's GitLab repository — source, history, issues and merge requests	Varies by vendor
Packagist installation	Installed and updated with Composer from our private Packagist (qoliber.repo.packagist.com)	Varies by vendor
Slack access to the development team	A shared Slack channel with the developers who build and maintain the module	Usually ticket-based
Unit tests	668 PHPUnit unit tests (227 classes) in the repository	Not typically published
Integration tests	538 Magento integration tests (72 classes), run before every release	Not typically published
E2E Playwright tests	48 Playwright end-to-end tests (30 spec files) on Luma and Hyvä, run before every release	Not typically published
Documentation	Full docs portal: install, configuration, usage, API reference	Varies by vendor
Hyvä support	qoliber/helpdesk-hyva: every customer page on Hyvä 1.3 to 1.5, CSP themes included	Varies by vendor
PHP / Magento range	PHP 8.1 to 8.5; Magento Open Source 2.4.6 and later and Mage-OS	Varies by vendor

• Hyvä-native: qoliber/helpdesk-hyva renders the customer pages, guest pages and footer column in Hyvä, with CSP-safe Alpine components and no inline scripts.
• API-first: REST endpoints for the support team (tickets, replies, statuses, departments, saved replies, follow-ups) and for customers' own tickets and preferences.
• No SaaS: tickets, files and emails stay in your Magento database, your var folder and your mail server. Only the optional Google reCAPTCHA calls an outside service.

Good to know

• Replies happen on the site and in the admin. Replies sent by email are not imported into tickets.
• Magento cron must run: it sends and retries emails, closes resolved tickets, sends reminders and makes photo previews.
• Attachments live in var/qoliber_helpdesk, which must be shared between web nodes and deployments.
• Hyvä stores need qoliber/helpdesk-hyva. CAPTCHA on the guest forms needs qoliber/helpdesk-captcha.

Supports Magento Open Source 2.4.6 and later and Mage-OS, PHP 8.1 to 8.5, Luma and Hyvä 1.3 to 1.5.

Next steps: Install Helpdesk · Configure it · Quick start. For licensing or partnership questions, see partnership.