Help Desk MX Review

What it does

• Turns email into tickets from several mailboxes: Gmail and Microsoft 365 connect over OAuth, anything else over IMAP or POP, and each mailbox can feed its own department
• Customers, including guests without an account, open tickets four ways: a Contact Us tab on every page, the Contact Us page form, the Help Desk section of their account, or email. Form Builder forms can open tickets too
• The customer picks the order in the ticket form; the admin order page and customer page each have a Tickets tab, and every ticket has an Other Tickets tab with the customer's full history
• Agents can reply from their own email client without logging in to the store; replies land on the right ticket
• Quick responses, internal notes, and messages to a third party such as a carrier or supplier, in private or public mode
• Workflow rules fire on a new ticket, a reply, an assignment, an update or an hourly check, then change status, priority, department or owner, add tags, archive or notify. Escalation and 30-day auto-close are built this way
• Scheduled follow-ups, collision detection showing who else has the ticket open and who is typing, and auto-saved drafts
• One-click satisfaction rating in the footer of reply emails; reports cover first reply time, resolution time, solved tickets and satisfaction per agent
• Custom fields, per-role department permissions, bulk actions, ticket merge, spam patterns, reCAPTCHA, and business hours that show customers whether the team is online
• REST API for chatbots, CRMs and ERPs; GraphQL for customer tickets on headless and PWA storefronts; Hyvä-ready; compatible with Magento Cloud and Mage-OS
• Converts a ticket to a return with Mirasvit's RMA extension, and shows Knowledge Base articles before a ticket is sent with Mirasvit's Knowledge Base extension. Both are separate extensions
• Free migration of tickets and message history from Freshdesk, Zendesk and most Magento 2 help desk extensions
• Missing: live chat. The vendor's FAQ says there is no chat window; chat transcripts and offline messages come in only if your chat tool emails them to a connected mailbox
• Missing: phone, SMS, WhatsApp and social DMs are not listed anywhere on the product page
• Missing: any platform other than Magento 2 (Community and Enterprise 2.3.* to 2.4.9)

Pricing at a glance

• A licence, not a subscription: the vendor says there is no monthly fee per agent, and no ticket meter is published
• Open Source (Magento CE) edition: $299 paid once up front, including lifetime access to the source code and one year of updates and support
• Updates and support from year two: $180 per year, billed annually, cancel anytime
• Adobe Commerce (EE): the edition selector shows + $219 on top of the Open Source price, paid once. Commerce on Cloud shows + $299, paid once
• The edition total is calculated by the page's script and we did not see it rendered, so we do not print one. Whether the $180 renewal changes by edition is not stated
• Three years on Open Source comes to $659 for the licence ($299, then $180 twice) whatever the team size. Hosting and developer time are on top
• Free installation and custom configuration: tick the box on the product page
• No free version and no trial. Frontend, backend and Hyvä demos, plus a 30-day money-back guarantee
• The RMA and Knowledge Base extensions it integrates with are not priced on this page

AI pricing (not published on the product page)

• AI works through AI Copilot or any AI assistant connected to Mirasvit's MCP server
• The product page gives no price for AI Copilot and does not say whether it is included in the $299, or whether you supply your own model account. Ask before buying
• What it can do: draft and send replies, summarize tickets, give an overview of open tickets, and update statuses, priorities, departments and tags from a plain-language request
• What it can't do, as far as the page says: it is described as an agent's tool only. No customer-facing bot that resolves tickets is described, and no order actions such as refunds or cancellations are listed

Before you commit

• It runs on your Magento server. Data stays in your own database, which is the point, but uptime, backups and PHP and Magento upgrades are yours
• Read the changelog before every update. Version 1.6.2 (Sep 28, 2026) notes that customers can again submit and reply to tickets from the storefront forms, which means a recent release had broken the main way customers reach you. Test on staging and send a test ticket after each deploy
• Version 1.5.0 (Aug 20, 2026) changed how the REST API treats Magento Integration tokens: tickets had been attributed to an unrelated agent, and now stay unassigned unless the request names an owner, while internal notes need an admin token. If a chatbot or ERP creates tickets, check its assignments after upgrading
• Version 1.6.1 (Sep 14, 2026) fixed CSV and text attachments arriving mangled, with any row longer than 69 characters joined onto the line before. If returns or wholesale orders come in as spreadsheets, be on 1.6.1 or later
• Microsoft 365 over OAuth arrived in 1.5.0. On an older version, a Microsoft mailbox with basic authentication turned off will not connect
• Mail is fetched on a schedule, not pushed, so an email ticket appears when the fetch runs. Ask your developer what that interval is
• Letting the $180 renewal lapse stops updates and support; fixes like the three above, and new Magento compatibility, come through updates
• Leaving Magento means leaving the help desk too: the tickets live in the store's database

Who should buy it, and who should skip it

How we checked this

Everything here was read from Mirasvit's Help Desk MX product page, mirasvit.com/magento-2-extensions/helpdesk.html, on 2026-10-07, including its FAQ and the changelog for versions 1.4.16 to 1.6.2. There is no separate pricing page: mirasvit.com/pricing/ and a pricing path under the product URL both returned 404 on 2026-10-07, so prices come from the purchase box on the product page. The Open Source price and the renewal fee appear in the page text. The per-edition totals are calculated in the browser, so they will not be printed until someone has checked a screenshot of the rendered purchase box. We could not verify the AI Copilot price, the user manual or Mirasvit's company details, because those pages were not reached. The customer reviews on the product page were not used. No review-site text was used.