DataFirefly Helpdesk & Ticketing — Complete Guide

Overview

The DataFirefly Helpdesk & Ticketing module (dfhelpdesk) adds a real built-in customer support system to your store: every request becomes a ticket with a unique reference, a status, a priority, a category and a full history. Agents handle tickets from a back-office queue, reply to the customer or take internal notes, and drive progress without leaving PrestaShop.

The module is self-contained: no Composer dependency, and an architecture based on ModuleAdminController that guarantees compatibility from PrestaShop 8.0 to 9.x.

Compatibility

• PrestaShop 8.0 to 9.x
• Single-store and multistore
• Multilingual ticket categories
• E-mails provided in French and English
• No dependency (neither Composer nor an external framework)

Installation

1. In the back-office, open Modules > Module Manager.
2. Click Upload a module and select the dfhelpdesk.zip file.
3. Once installed, click Configure.

Configuration

The configuration page gathers the module’s general settings:

• Front helpdesk enabled: shows or hides the customer-side ticket area (customer account and button on the order detail page).
• Allow guests: lets a customer open a ticket without an account. When disabled, opening requires login.
• Notification e-mail: the address that receives the alert on every new ticket. Left empty, the shop address is used.
• Default category: category pre-selected when creating a ticket.
• Close on reply: status behavior applied when a reply is sent.

Ticket categories

The Categories tab lets you create and organize categories (for example After-sales, Delivery, Billing, Pre-sales). Each category has a multilingual name, a color, an active state and a display position. Categories are used to classify tickets in the queue and to route requests.

Customer side

“My tickets” area

When the front helpdesk is enabled, a “My tickets” link appears in the customer account. The customer finds the list of their tickets there with reference, subject, status and last update, and can open each conversation.

Open a ticket from an order

On an order detail page, an “Open a ticket” button lets the customer create a request directly linked to that order. The attachment is automatic: the ticket keeps the order number as context.

Guest opening

If the option is enabled, a logged-out visitor can open a ticket by providing their name and e-mail. Subsequent access to the thread remains protected.

Tracking and replying

From a ticket’s thread, the customer reads the team’s replies and answers in a few clicks. A customer reply reopens the ticket so it rises back up the queue.

Back-office side

Queue

The Tickets tab displays the queue: a filterable, sortable list showing the reference, subject, customer, category, priority (colored badge), status (colored badge), assigned agent and last update date. You instantly spot urgent and pending requests.

Ticket view

Opening a ticket shows the full conversation thread, any order context, and a side management panel. Everything is handled from this single screen.

Reply to the customer

The reply area sends a message to the customer and triggers, depending on the configuration, the e-mail notification and the status update.

Private internal note

The internal note lets your team record information or discuss a ticket without the customer seeing it. It is clearly distinguished in the thread and remains strictly internal.

Ticket management

The management panel lets you change the status, priority, category and assignment to an employee in one click. Each change is immediately reflected in the queue.

Tickets linked to an order

On the order page in the back-office, a dedicated panel lists all tickets associated with that order. Your agents thus reach an order’s support history without switching screens.

Statuses and priorities

Statuses

• Open: new ticket awaiting handling.
• In progress: handled by an agent.
• Waiting for customer: the ball is in the customer’s court.
• Answered: a reply has been provided.
• Closed: request closed.

Priorities

• Low, Normal, High, Urgent — each tied to a colored badge in the queue.

E-mail notifications

The module sends two types of notifications, with templates provided in French and English (HTML and text versions):

• New ticket: sent to the team on every opening, with a direct link to the ticket in the back-office.
• Reply to customer: sent to the customer on every team reply, with a link to the conversation on the store side.

The templates use the reference, subject, customer name and message variables. They are customizable like any PrestaShop module e-mail.

Technical architecture

• Tables: categories (and their multilingual version), tickets, messages and attachments, all prefixed and dropped on uninstall.
• Hooks: customer account, order detail, front asset loading, back-office header and panels on the order page.
• Architecture: admin controllers based on ModuleAdminController and object models loaded directly, for full PrestaShop 8 and 9 compatibility.
• Dependencies: none (no Composer).

FAQ and troubleshooting

Is the module compatible with PrestaShop 9?

Yes, from PrestaShop 8.0 to 9.x, single-store and multistore, with no deprecated method.

Can guest customers open a ticket?

Yes, provided you enable the Allow guests option in the configuration. Otherwise, opening requires login.

Does the customer see the internal notes?

No. Internal notes are strictly reserved for the team and never appear in the customer-side thread.

The team does not receive new-ticket e-mails

Check the address entered in Notification e-mail (or the shop address if the field is empty), then PrestaShop’s e-mail configuration (Advanced Parameters > E-mail) and the send logs.

How do I link a ticket to an order?

On the customer side, open the ticket from the order detail page: the attachment is automatic. Linked tickets then appear on the order page in the back-office.