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How do outstanding customer support teams differentiate themselves and outperform everyone else?
Hubspot found that 60 percent of high-growth support teams use a help desk, making it one of the top two tools of high-performers — the second being knowledge bases. In addition, help desk software was the most used customer support tool in 2022, with adoption growing to 53 percent.
Magento is a popular and powerful ecommerce platform that lets you use extensions to customize your online store features and functionality. For example, a Magento ticket extension helps your support team assist your customers better.
So, your Magento help desk extension is pivotal to your business growth and customer service delivery, making it a potent competitive advantage.
To help you choose the best Magento help desk extension for your ecommerce store, we’ve hand-picked the 10 best Magento marketplace extension options that meet all Adobe quality standards—passed malware, plagiarism, code, and installation tests.
We’ve also provided each tool’s prices, features, and best use cases to help you easily identify the best Magento help desk extension for your ecommerce store.
Here’s what we’ll cover:
Top Magento help desk extensions
| Magento help desk extension | Best for | Installation | Price starts from |
| Aheadworks FAQ for Magento 2. | Chatbot creation and management. | Free. | $199 license + $9.99/month. |
| LiveChat. | Multi-storefront customer support. | Self-installed. | Free trial + $20/month per agent, billed annually. |
| Richpanel | Cross-help-desk integration and self-service automation. | Self-installed. | $24/month per agent, billed annually. |
| Aheadworks Help Desk Ultimate for Magento 2. | Intelligent ticket prioritization. | Free. | $399 license + $19.99/month. |
| ProProfs. | Decentralized help desk solutions. | Provides installation walkthrough. | $0 chat, $49/month per operator knowledge base, & $20/month per user help desk, billed annually. |
| eDesk. | Enabling artificial intelligence (AI) capabilities. | Self-install with a wizard. | $0/month for 30 tickets and $69/month per agent for unlimited tickets, billed annually. |
| Gorgias. | Sales opportunity discovery. | Free. | $10/month |
| Wyomind Help Desk. | Streamlined support ticket management. | $57/server. | $277 for lifetime access + 1 year support. |
| Template Master Helpmate. | Extensive knowledge base management. | Free. | $169 for a lifetime license + 1 year support. |
| MageArray. | Advanced ticket management. | $50. | $49 for a lifetime license + 1 year support. |
Every tool on this list passed all Adobe Commerce quality reports. But how do these Magento 2 help desk extensions benefit your business?
Benefits of Magento help desk extensions
- Earn loyal customers.
- Provide 24/7 customer support.
- Reduce customer service costs.
- Discover new business opportunities.
- Resolve customer service issues faster.
- Personalize customer support interactions.
- Automate repetitive customer service tasks.
- Coordinate spikes in customer support requests better.
- Reduce workload and improve employee engagement.
- Document your customer and prospect interactions better.
- Manage ticket history to delegate or carry on conversations.
- Centralize and coordinate omnichannel customer queries better.
Magento extensions vary widely in features, and finding the Magento help desk extension that offers all the benefits and features your ecommerce business needs can take time and effort. We’ve done the hard work and research and found our top 10 choices to make your choice easier.
Best Magento help desk extensions
Whether you’re considering a help desk extension for your store or looking to migrate to a new one that supports your growth goals, this list can help.
From seamless migration options like Richpanel to omnichannel solutions like LiveChat, you’ll find something to soothe your customer service pains.
Aheadworks FAQ for Magento 2
Aheadworks FAQ for Magento 2 helps reduce your store’s issue resolution time and ticket submission volume with a chatbot.
This help desk extension offers user-friendly issue resolution for products, services, checkouts, deliveries, payments, features, warranties, and returns.
This Magento 2 extension can also help you meet customer expectations without escalating costs. Aheadworks FAQ helps you personalize shopping experiences to reduce the number of customer service personnel needed to manually help customers find what they need.
Key features:
- Build and manage chatbots.
- FAQ section for intuitive navigation.
- Helpfulness rating.
- Use Elasticsearch to access FAQ articles more easily.
- SEO features.
- WYSIWYG editor.
- Control the number of pages and articles displayed per category.
Best Magento help desk extension for: Chatbot creation and management.
Price: Starts at $199 for a lifetime license ($169 on sale) plus a $9.99/month subscription after 30 days to continue accessing support and upgrades.
LiveChat
LiveChat lets you integrate with social media, chat, and video applications to centralize your customer support delivery.
Social media shopping is growing, and LiveChat helps you connect with shoppers using social media for customer support.
Moreover, LiveChat can help you initiate timely engagements with store shoppers on your checkout page, so you can see their carts’ content and provide real-time assistance.
Key features:
- Proactive chat based on shoppers’ behaviors.
- Cart tracking to see customers’ cart content.
- Send canned responses.
- Coordinate multiple chat sessions simultaneously.
- Send files right on the chat widget.
- Customer survey.
- Integrations.
Best Magento help desk extension for: Multi-storefront customer support.
Price: Plans start from $20/month per agent, billed annually, and a 14-day free trial is available.
Richpanel
Richpanel helps you streamline support through self-service and integration with other customer service tools. This Magento extension helps businesses meet the demanding needs of consumers who expect more self-service from customer support. Even more rewarding for businesses, self-service lets agents concentrate on high-value issues and reduces overall staffing needs.
This Magento 2 help desk extension consolidates channels and customer data in one platform so agents can work more efficiently without switching between multiple tabs. In addition to supporting multiple integrations, Richpanel provides help desk module migration assistance.
Key features:
- Self-help portal.
- Agent portal with unified support channels.
- Integrates across multiple tools.
- Intent analysis to connect high-intent chats with live agents.
- Reporting, analytics, and scheduling.
- Multi-store users.
- Supports multiple languages.
- Migration assistance.
Best Magento help desk extension for: Cross-help-desk integration and self-service automation.
Price: Starts at $24/month per agent billed annually.
Aheadworks Help Desk Ultimate for Magento 2
Aheadworks Help Desk Ultimate for Magento 2 simplifies customer inquiry management using a ticket system where customers can submit tickets through various channels.
It supports new ticket generation from a native Magento ticket form, customer accounts section, and email. You can manage those tickets from your store’s backend — assign them to agents, set priority levels, and link them to orders.
This Magento help desk extension also allows partial ticket automation to set ticket prioritization conditions and notifications.
Key features:
- Customizable spam shield.
- Accept tickets by forms or emails.
- Advanced ticket prioritization.
- Pool for agents to view, filter, and process tickets.
- Canned replies.
- Track ticket history, internal notes, and conversations.
- Email gateway.
Best Magento help desk extension for: Intelligent ticket prioritization.
Price: Starts at $399 ($339 on sale) for a lifetime license and then $19.99/month after 30 days to continue accessing support and upgrades.
ProProfs
ProProfs offers decentralized help desk solutions as unique products — chats, knowledge bases, surveys, and ticketing solutions. Each tool addresses specific help desk and support services needs.
For instance, its live chat tool helps resolve issues faster with intelligent chat routing, proactive chat invitations, and a pre-chat contact form, while the knowledge base focuses on documentation. However, you can connect these tools.
In addition to providing advanced help desk tools, ProProf offers a user guide to help you educate agents and improve compliance. This Magento 2 help desk extension offers different pricing for each customer support module.
Key features:
- Proactive and intelligent chatbots.
- Robust knowledge builder.
- Unlimited tickets and ticket history.
- Shared inboxes.
- Automation.
- Visitor tracking.
- Canned replies.
Best Magento help desk extension for: Decentralized help desk solutions.
Price: Starts at $0 forever for one chat agent, $49/month per knowledge base author, and $20/month per help desk user.
eDesk
eDesk integrates with over 250 ecommerce platforms, marketplaces, and social channels to help you provide customer support services using artificial intelligence (AI).
It proactively matches order details, delivery information, and previous communications to incoming queries so that agents can resolve and close tickets efficiently. This extension can help you analyze customer sentiments, simplify requests for agents, and turn satisfactory support experiences into positive reviews.
This extension can help improve your customer experience rating and agent’s performance with AI-enabled canned replies, personalization snippets, and chat summarization.
Key features:
- Live chat.
- Prioritize tickets based on SLA rules.
- Match buyer information to tickets.
- Email templates.
- Consolidated voice, email, and chat support.
- Segment and assign tickets automatically.
- Built-in analytics.
Best Magento help desk extension for: Enabling artificial intelligence (AI) capabilities.
Price: Starts from $0/month for 30 tickets and $69/month per agent for unlimited tickets billed annually.
Gorgias
Gorgias focuses on helping you keep customers around longer so you can reduce customer acquisition costs and increase your return on investment (ROI).
This Magento help desk extension prioritizes conversion and retention by supporting personalized shopping experiences and improved buyer engagement on ads.
You can track and log sales influenced by support agents over SMS, social media, and live chats. Gorgias also eliminates bottlenecks by letting you use automation, templates, and chatbots, as well as enabling you to tie business results to agents.
Key features:
- Centralize email, voice, chat, SMS, social media, and WhatsApp interactions.
- Organize tickets by language, channel, or topic.
- Multi-store support.
- Recommend products and manage orders from your help desk.
- Use automation, rules, and macros.
- Feed customer data to agents.
- Generate reports and analytics.
Best Magento help desk extension for: Sales opportunity discovery.
Price: Plans start at $10/month per agent.
Wyomind Help Desk
Wyomind Help Desk helps ecommerce businesses streamline Magento customer service. Customers can create, track, and attach files to tickets. And agents can manage requests directly from the back office.
The extension lets you set team member permissions for better workflow. For example, you can allow or restrict ticket allocation, tagging, or status management by permission levels.
Each new ticket comes with an order and ticket history so agents can manage customer requests more seamlessly, even if a different team member had previously been in charge of a ticket.
Wyomind supports the latest versions of Magento 2.4 open source and Adobe Commerce.
Key features:
- Ticket creation.
- Ticket group sorting and filtering.
- File attachment.
- Message ticket statuses as open, on-hold, pending, closed, or resolved.
- Ticket prioritization.
- Team member permissions.
Best Magento help desk extension for: Streamlined support ticket management.
Price: Starts at $277 for lifetime access with one year of free support and updates included.
Template Master Helpmate
Template Master Helpmate offers extensive knowledge base management for Magento stores. In addition, it lets you create unlimited departments in your help desk module management system to ease your support workload, improve agent efficiency, and increase overall customer satisfaction from faster responses.
This Magento help desk extension lets customers create, customize, and track tickets while your agents can create and manage tickets by email.
The help desk extension has an in-built knowledge base manager to help quickly resolve customer issues so your customer service agents can concentrate on more complicated matters that a knowledge base can’t address.
Key features:
- Built-in knowledge base.
- Tickets history.
- Multi-store and multi-department support.
- File attachment.
- Supports multiple email gateways.
- Schedule ticket updates.
- Spam management.
- Connect orders to tickets.
- Suggest knowledge base articles to customers before ticket submission.
Best Magento help desk extension for: Extensive knowledge base management.
Price: Starts at $169 for lifetime access with one year of free updates and customer support included.
MageArray Magento 2 Help Desk Extension
MageArray Magento 2 Help Desk Extension is for online stores that need an advanced ticket management support system. This extension helps shoppers open tickets for inquiries, issue resolution, requests, and suggestions.
Agents can receive, manage, track, and resolve tickets in the back office. This Magento help desk extension also supports email notifications to agents and customers when tickets receive new messages or ticket status changes.
MageArray has a user-friendly design to improve efficiency. For example, it helps users differentiate admin responses from customer messages using background colors.
Key features:
- Admins manage tickets from the Magento back office.
- Customers submit tickets from their account page.
- Manage ticket priority and status.
- Email notifications.
- Access Control Lists (ACL) to manage permissions.
- Customize ticket templates from the admin area.
Best Magento help desk extension for: Advanced ticket management.
Price: Starts at $49 with a 30-day money-back guarantee with a $50 fee if you need them to install the extension for you.
Final thoughts: Best Magento help desk extensions to power your store
Magento help desk extensions can help you deliver outstanding customer service, but they can’t do it alone. These Magento extensions need top-quality servers and a reliable hosting environment to support your traffic, security, compliance, and growth needs.
An online store host that understands and adapts to your Magento ecommerce needs will offer those benefits.
For instance, purpose-built managed Magento hosting platforms like Nexcess help you increase your website speed, decrease cart abandonment, and avoid technical issues.
Generic hosting can cost you sales, so contact us to experience the difference of the number one enterprise platform for Magento from Nexcess.
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