Helpdesk — professional ticketing and customer support system for PrestaShop

Key benefits

• Centralised ticket management — all customer enquiries gathered in one convenient administrative panel instead of being scattered across multiple email inboxes.
• Self-service in the customer panel — buyers can view the entire history in the store, reply to the thread, and close the issue themselves without needing to call.
• Ready workflow for your team — the module offers proven processes: statuses, priorities, staff assignment, internal notes, and an archive of issues.
• Automated email notifications — the system automatically sends messages to the store staff and the customer with a link to the ticket (supports ready-made templates in PL and EN).
• GDPR compliance — data security and control through export and deletion hooks, as well as strict integration with the psgdpr module.
• Instant theme integration — flexible management of helpdesk access points. You can select single or multiple hooks directly from the BO panel, without needing to edit the theme's code.

Module use cases

• B2C stores — perfect support for complaints, returns, and delivery enquiries. Customers can conveniently link a ticket to a specific order.
• B2B platforms — indispensable for long-term after-sales support, requiring the assignment of specific tickets to designated staff members.
• Multilingual stores — the module supports labels and message templates in multiple languages. The system precisely sends content to the customer in the language the ticket was created in.
• Multistore environments — tickets and statistics are strictly separated for individual stores within a single, shared PrestaShop installation.
• Contact form replacement — optionally, you can replace the standard store contact hooks with the built-in helpdesk form.

Features – Back Office

Features – Front Office

Impact on sales and SEO

• Shorter response times — a central queue of issues and clear assignment of responsible staff noticeably shorten the reaction time to pre- and post-purchase questions.
• Fewer abandoned issues — real-time visibility into the ticket status (visible in the account) builds customer trust, effectively reducing the number of follow-up messages regarding the same matter.
• Exemplary after-sales support — the mechanism of strictly linking a ticket with an order speeds up complaint management, which strongly supports loyalty and returning buyers.
• Professional brand image — an organised and coherent support process within the store interface looks far more reliable than chaotic message exchanges in private email inboxes.

Technical note!

Before proceeding with the installation or update of the module, please make a backup copy of your store's database and files. If you are using nginx servers, configure a block on direct access to the modules/pphelpdesk/var/ directory — for security reasons, attachments within the module are served exclusively via PHP. Additionally, it is highly recommended to configure cron tasks in PrestaShop, which will guarantee the fully reliable dispatch of emails from the module's queue.