OCM Support Tickets vs Mirasvit Helpdesk for Magento 2

Mirasvit Help Desk MX and OCM Labs Support Tickets both put a ticket system inside Magento 2, at different weights and prices. Help Desk MX is the established, feature-heavy option: $299 for the first year on Magento Open Source, with an email gateway, departments, workflow automation, and satisfaction surveys. Our Support Tickets module is the lighter one: $250, tickets tied to customer accounts, products, and orders, worked from the standard Magento admin.

Say the obvious part first: we build one of these two products. Orange Collar Media is a Magento agency in Denver, and Support Tickets is our module under the OCM Labs brand. So this is a vendor writing about a competitor, and you should read it that way. Every Mirasvit claim below comes from its own product page, fetched July 2026, and where we could not verify something we say so instead of guessing.

What does Mirasvit Help Desk MX do well?

Help Desk MX is a full helpdesk operation inside Magento, and it has earned its position as the default answer. Per its product page, the feature set includes an email gateway (inbound email becomes tickets), multi-department support, workflow automation, satisfaction surveys, custom fields, spam filtering, canned responses, follow-up notifications, integration with Mirasvit's RMA and knowledge base extensions, and reporting.

The operational details are solid too, and worth crediting plainly. It supports a wide Magento range, 2.3.x through 2.4.9, on both Open Source and Adobe Commerce. The page states it is ready for the Hyva theme. Purchases carry a 30-day money-back guarantee and include a year of support and updates, with renewal at $180 per year after that. Mirasvit also publishes its user manual publicly, so you can read exactly how features behave before buying.

If your support team needs departments, automation rules, and email piping, Help Desk MX is built for that and our module is not. That sentence is the fairest one in this post.

What does OCM Support Tickets do?

OCM Labs Support Tickets is a help desk built into Magento with a deliberately small surface: customers open and track tickets from a My Support Tickets section in their account, admins manage everything from a backend grid, and email notifications keep both sides current. It is listed at $250, version 1.0.5, for Magento 2.4.7 to 2.4.8 on PHP 8.3+, with Luma and Hyva support.

What you get, per our docs:

• Product and order context. Customers attach a specific product or order at creation, and the admin grid shows it in its own column. A Support button on every product page opens the create form with that product pre-selected.
• Purchase-verified tickets. The product dropdown populates only from the customer's order history, and the backend rejects tickets against products they never bought. Anonymous visitors cannot create tickets at all.
• An automatic status workflow. Open, Pending, In Progress, Resolved. An admin reply moves a ticket to In Progress, a customer reply to a pending ticket moves it back, and customers can resolve their own tickets. The status workflow docs map every transition.
• Five notification emails. Ticket created, new reply, and resolution, covering both the customer and admin sides, each overridable with a custom Magento email template from the module configuration.
• A filterable admin grid. Status, priority, category, customer, product, and date filters, bulk status updates, and ACL permissions split across viewing, managing, deleting, and configuring.
• Multi-store scoping. Customers see only tickets opened under the current store view, and every frontend controller verifies ticket ownership.

What you do not get, stated as plainly: no inbound email gateway (customers reply in the portal, not by replying to the email), no departments, no automation rules, no satisfaction surveys, no built-in knowledge base, no live chat. If any of those is a requirement, buy the other product.

How do the two compare on the hard facts?

Prices and compatibility below are as of July 2026, from each vendor's own pages.

Two honest notes on that table. Mirasvit's product page does not mention purchase gating or order-scoped ticket creation, but absence from a sales page is not proof of absence from the product, so we marked it "check its manual" rather than "no". And Mirasvit's wider Magento range (back to 2.3.x) is a real advantage if you are on an older store; we target current Magento only.

How buying, Composer install, and updates work on our side is covered in the OCM Labs install and licensing post, including which of our packages are public and which are purchase-gated.

Is there a good free Magento 2 support ticket extension?

Neither of these products has a free tier. Mirasvit's page offers no free version or trial; its risk-reversal is the 30-day money-back guarantee. Our module is $250, and our compromise on "try before you buy" is that the full documentation is public, so you can read exactly what the module does, screen by screen, before spending anything.

Free ticket extensions do exist on GitHub and the marketplaces, and for a side-project store one might be fine. Before you put one in front of customers, check four things, because these are exactly what unpaid modules tend to drop:

1. Release recency. Does it declare support for Magento 2.4.7 or 2.4.8 and current PHP, or did releases stop three Magento versions ago?
2. Theme coverage. Hyva support usually requires a separate compatibility package. Free modules rarely ship one.
3. A named support channel. When the ticket grid breaks after a Magento upgrade, an unanswered GitHub issue is your support plan.
4. Security posture. A ticket module stores customer names, emails, and order references. Someone should audit any code handling that before it reaches production.

A free module that passes all four is a legitimate choice. Most fail on the first two, and the cost lands on your developer's timesheet instead of a license line.

Which one should you pick?

Pick Help Desk MX if support at your store is a department: multiple agents, inbound email volume that must become tickets automatically, routing by department, automation rules, surveys. It costs more and carries an annual renewal, and for that operation the extra weight is the product.

Pick OCM Support Tickets if what you need is tickets attached to real customers, products, and orders, worked from a clean Magento admin grid, with a status workflow that runs itself. That is the whole product, at $250, and it is what most of the single-team stores we support actually use day to day.

If you are still deciding whether an extension is even the right tier versus the built-in contact form or a SaaS platform, we wrote up that three-way comparison separately. Both vendors publish their docs; read ours from the extensions hub, read theirs, and match the feature list to your queue rather than to the longest spec sheet.