ModKor Helpdesk for Magento 2 & Hyvä

Support is where loyalty is won or lost — but most Magento helpdesks are bolted-on jQuery widgets that feel a decade old. ModKor Helpdesk is a proper, modern support desk built Hyvä-first, with a conversation view your customers will actually recognise.

ModKor Helpdesk replaces heavy legacy extensions (and their RMA/loyalty coupling) with a clean, decoupled ticket system: an Alpine.js storefront portal and a single-page React admin. No jQuery, no RequireJS payload, no external requests on the storefront, and self-contained CSS that renders on any Hyvä theme.

A support desk that feels like chat

• Threaded tickets render as a phone-style conversation — rounded bubbles, customer on the right, agent on the left
• Image attachments show as thumbnails; PDFs, Office files and text show typed file cards with a coloured icon, name and size
• Tap to open, not download — images, PDFs and text open right in the browser (served safely with nosniff); Office files and archives download
• Rich-text replies stored through a strict HTML allowlist, internal agent-only notes, automatic status transitions

Run it from a shared mailbox — two-way

• Point a support mailbox (e.g. [email protected]) at the helpdesk and the whole loop closes by email
• Receiving over Microsoft 365 Graph or plain IMAP/POP3 (Gmail, Outlook.com, cPanel, Zoho…). A customer email opens a ticket, or their reply is threaded onto the right one
• Agents can reply from Outlook or web Outlook — the reply is captured onto the ticket and forwarded to the customer, because it routes back through the shared mailbox
• Sending rides whatever your store already uses; the admin auto-detects it and recommends Microsoft 365 (with a step-by-step Azure walkthrough) if nothing is set up

Never miss a ticket

• Live count badge on the admin menu for unread tickets — refreshing in the background on every admin page
• Optional desktop notification + chime when a new ticket or customer reply arrives
• The badge turns red on SLA breaches, so overdue tickets are impossible to miss
• All of it toggleable, with a configurable check interval — self-contained (no libraries, no bundled audio)

SLA, automation & satisfaction

• SLA policies — first-response and resolution targets by priority and/or department, with optional business-hours-only counting in your timezone
• Auto-close resolved tickets after a set number of quiet days (a customer reply reopens them)
• CSAT ratings — customers rate resolved tickets 1–5 with a comment
• Full per-ticket activity audit log

AI reply drafting — bring your own key

• Optional Draft with AI composes a reply from the ticket thread using your own OpenAI or Anthropic key (stored encrypted)
• The agent always reviews and edits before sending; internal notes are never sent to the AI. Dormant until a key is entered — no per-message fees to ModKor

Make it yours

• Custom ticket numbers — your own format, padding, start number and step (tokens {n} and dates {yyyy} {mm} {dd}, e.g. SUP-{yyyy}-{n}) with a live preview
• Departments, agents (mapped to admin users), reusable canned replies
• Spam-resistant: invisible captcha (via ModKor Captcha) + honeypot on the form
• FAQ deflection — suggests ModKor FAQ answers as the customer types, cutting avoidable tickets
• Attachments with automatic image/text compression, a retention window and a total-size quota that recycles the oldest closed-ticket files

Built like it belongs in your codebase

• Magento Coding Standard scan: 0 errors; PHP 8.4 lint clean; strict_types throughout; declarative schema; service-oriented single write path
• Decoupled — the storefront, cart and checkout are never touched; switch it off and you're back to stock instantly
• Self-contained CSS (renders on any Hyvä theme, no tailwind.config.js edit); English & French (fr_FR); full shipped documentation set
• Integrations are all optional and graceful — ModKor Email, Captcha and FAQ are detected at runtime; the helpdesk works fully without any of them

Compatibility

Magento Open Source / Adobe Commerce 2.4.4 – 2.4.9 · PHP 8.1 – 8.4 · any Hyvä theme (no ModKor theme required) · ModKor_Core (a small, theme-free library that ships free). Optional tie-ins: ModKor_Email, ModKor_Captcha, ModKor_Faq.