Helpdesk — professional ticketing and customer support system for PrestaShop

PP-M043
Administration & Backend
  • 8.x | 9.x
  • PL, EN
  • 1.0.0
  • 2026-06-14

PP Helpdesk is a module that turns chaotic email exchanges into a clear, organised ticketing system directly within your PrestaShop store. Customers can comfortably create and track their enquiries in their account panel, whilst your team handles them from the Back Office — utilising statuses, priorities, and a full conversation history.

We designed this solution for e-commerce owners, support departments, and administrators who need a reliable helpdesk without relying on external SaaS platforms. Full GDPR compliance, seamless email integration, an optional contact form, and customisable entry points (hooks) will allow you to reduce response times and organise all communication with buyers.

Helpdesk ticketing system for PrestaShop — customer support
Helpdesk ticketing system for PrestaShop — customer support
Helpdesk ticketing system for PrestaShop — customer support
Helpdesk ticketing system for PrestaShop — customer support
Helpdesk ticketing system for PrestaShop — customer support
Helpdesk ticketing system for PrestaShop — customer support
Helpdesk ticketing system for PrestaShop — customer support
Helpdesk ticketing system for PrestaShop — customer support
Helpdesk ticketing system for PrestaShop — customer support
Helpdesk ticketing system for PrestaShop — customer support
Helpdesk ticketing system for PrestaShop — customer support
Helpdesk ticketing system for PrestaShop — customer support
Helpdesk ticketing system for PrestaShop — customer support
Helpdesk ticketing system for PrestaShop — customer support
Helpdesk ticketing system for PrestaShop — customer support
Helpdesk ticketing system for PrestaShop — customer support
Helpdesk ticketing system for PrestaShop — customer support
Helpdesk ticketing system for PrestaShop — customer support
Helpdesk ticketing system for PrestaShop — customer support
Helpdesk ticketing system for PrestaShop — customer support
89.10 € Tax excluded

Additional services:

Installation +29.10 €
Theme Compatibility Support +44.70 €

Store Administration Back office demo

Information Parameters:

  • 1.0.0
  • Store Version PHP Version
    8.x 8.1 – 8.3
    9.x 8.1 – 8.5
  • 2026-06-14
  • PL, EN
  • ✅
  • ✅
  • ✅
  • ✅
  • demo.admin.shop

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

Ticket list and dashboard

A clear overview of all tickets with quick workflow statistics: open, waiting for support, unassigned, and closed tickets.

  • Filters and precise search — sort by status, priority, assigned employee, or search by a specific phrase.
  • View management — separate lists for active tickets, the spam folder, and the archive.
  • CSV export — convenient data download for external reporting and offline analysis.

Conversation thread

The full history of correspondence without losing context, with a clear visual distinction between customer messages, support replies, and team notes.

  • Public reply — a standard message visible in the customer panel and (optionally) sent via email.
  • Internal note — hidden information visible only to your team (not sent to the buyer).
  • Attachment support — smooth downloading of files added to the thread by both the customer and support.

Statuses, priorities, and assignment

A ready, standard helpdesk workflow straight out of the box, with no need to configure external tools.

  • Status management — available statuses include Open, Waiting Customer, Waiting Support, Closed.
  • Priority setting — marking the urgency of issues (Low, Normal, High).
  • Staff assignment — a clear division of duties along with an automated email notification about a new ticket for the designated employee.

Quick replies (templates)

Noticeable time savings for your team on repetitive questions, thanks to a database of previously prepared content.

  • Template categories — thematic grouping of standard replies (e.g., returns, dispatch, payment issues).
  • Multilingualism — the ability to add completely separate template content for each language available in the store.

Module configuration

An intuitive settings panel divided into clear tabs: operational settings, ticket categories, custom fields, and quick replies.

  • Entry button hook selection — flexible selection of multiple hooks simultaneously (header, contact, custom theme hook) straight from the administrator panel, without editing files.
  • Anti-spam limits — flexibly customisable time windows securing ticket creation and replies.
  • Email notifications — separate, independent activation switches for store and customer messages.

Features – Front Office

"My tickets" panel

A dedicated, secure subpage for logged-in store customers. It allows them to view the ticket list, preview the thread, add replies, and close resolved issues.

  • Creating a ticket — the customer specifies the subject, assigns a category and priority, can link the ticket to their own order, and fill in custom fields.
  • Attachments — the ability for customers to upload files (with an upload size limit configured in the Back Office).

Contact form (optional)

The module allows you to completely replace the default PrestaShop contact form. This ensures that enquiries from guests and customers drop directly into the centralised helpdesk.

  • Rate limiting protection — effective protection against spam generating a dedicated message for a user attempting to abuse the system.
  • GDPR consent — a special, optional checkbox required to send a message (supported by the psgdpr module).

Helpdesk entry in the theme

You can instantly display the My tickets button in multiple places across the store. The administrator simply ticks the desired hooks on the checkbox list (the + button in configuration).

  • Standard PrestaShop hooks — support for popular hooks: displayNav1, displayNav2, displayTop, displayContactContent (ideal for the Classic theme and compatible solutions).
  • Custom theme hook — availability of the displayPphelpdeskTicketsEntry hook, which can be inserted manually into the selected template file.
  • Link in "My account" — a permanent, always accessible button for logged-in customers.
  • Guest redirection — intelligent redirection to the login panel, retaining the path back to the ticketing page.
  • Responsive UI — excellent appearance on any screen thanks to dedicated CSS styles provided in the module.

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.

Download:

PrestaShop module installation (625.83KB)

Universal documentation describing the module installation process for PrestaShop.

## [1.0.0] - 2026-06-14
### Added

FAQs

  • Are the modules compatible with my version of PrestaShop?

    Each module in our store contains information about compatibility with specific PrestaShop versions. Please check this information carefully before purchasing. If you are not sure, contact us.

  • How does a customer use the ticket system?

    A signed-in customer has a dedicated “My tickets” page in the store. There, they can view their ticket list, open a thread, add a reply, and close a resolved case. When creating a ticket, they can also choose a subject, category, and priority, and link the case to one of their orders. The relevant settings are available in the Back Office.

  • What tools does the support team receive?

    The Back Office provides a ticket list with statistics, filters, and search. The team can set statuses and priorities, assign tickets to employees, and add internal notes. Views include active tickets, a spam folder, and an archive, and data can be exported to CSV. The relevant settings are available in the Back Office.

  • Does the module send email notifications?

    Yes. The module can automatically send messages to both the store support team and the customer, including a link to the ticket. Separate notification switches are available for each side. The product description also indicates ready-made Polish and English email templates. The relevant settings are available in the Back Office.

  • How is personal data handled in tickets?

    The module provides hooks for data export and deletion, as well as integration with the psgdpr module. You can enable an optional GDPR consent checkbox in the form, required before a message can be sent. Tickets and statistics are separated between shops in a Multistore installation. The relevant settings are available in the Back Office.

  • Can a file be attached to a ticket?

    Yes. Both the customer and the support team can add attachments to a ticket thread. The file-size limit is configured in the Back Office. For nginx servers, the product description recommends blocking direct access to the module directory because attachments are served only through PHP. The relevant settings are available in the Back Office.

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Do you need additional features or custom solutions?

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  • Optimisation and improvements for better performance and user experience.

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