Plugins Directory » Helpdesk

	Author:	Kirill Bezrukov (RedmineUP)
	Website:	https://www.redmineup.com/pages/plugins/helpdesk
	Code repository:	-
	Registered on:	2015-04-01 (over 9 years ago)
	Current version:	4.2.4
	Compatible with:	Redmine 5.1.x, 5.0.x, 4.2.x, 4.1.x, 4.0.x
	User ratings:	(52)

Redmine Helpdesk Plugin: service desk for Redmine.¶

Helpdesk turns e-mails and Redmine issues into customer support tickets. Adds automation features that save time and makes processing request faster. Reports and SLA metrics enables teams to track performance. Customer profiles and macros allow you to personalize your customer support messages.¶

Main features:

Fetching emails via POP3/IMAP protocols
Auto-reply and canned responses/autoresponders
Email automation workflow
Auto closing resolved tickets
CC/BCC lists
One ticket view for all teams
Client public link to access the ticket
Productivity metrics and First Response SLA Reports. Metrics: average first response time, number of replies it took to close the ticket, and ticket closing time.
Helpdesk Widget to use inside the Redmine or on any website to receive messages or create issues
Add emails and attachements to each issues via dropbox feature
Satisfaction Ratings
White and blacklists
Macros
Attachments
Translated into 14 languages: German, English, French, Italian, Dutch, Polish, Portuguese (Brazil), Russian, Slovak, Serbian, Turkish, Chinese

Get Helpdesk

Customer information
Helpdesk plugin is fully integrated with the Redmine issues module and the CRM plugin. Looking at an issue, you see all client information with tags, contact information, and previous tickets. All related contacts can be used to generate a CC list and also send messages to them.

Reply directly from the issue page
Now you can respond to the ticket right from the Issues view page with one click. The reply will send email that will use header and footer templates with macros that can include the ticket ID or name and surname of the person who answered the message.

Turn issues into tickets
The Helpdesk plugin extends functionality of the Issues List so that you can use filters to effortlessly select all customer issues as well as a particular one. Plus, you can add new fields to the Issues Table with customer information and last ticket message copy.

Autoresponders
You can create autoresponders for a customer's first message and easily custimize it with templates and styles, but that's not all. The response header and footer can be modified using customer, ticket, or user macros data.

Helpdesk Widget with API
With the Helpdesk Widget, your employees and customers can send inquiries or set tickets from any page inside or outside Redmine. You can customize fields you want to be displayed as well as prepopulate them with content. It can include using the URL address of a page, status, product ID, and more.

Email Automation Workflow
You can now set up email rules for incoming and outgoing messages automatically. It updates the ticket fields and let you organize and priorite your team works more efficiently. As an example you can set a High Priority to messages coming with word "urgent" in the subjest or body message, or from a certain client.

Get this plugin

Installation notes

Note: You need to install our free CRM plugin to use Helpdesk.

Install Light (FREE) version of CRM plugin
Unzip plugin into ../plugins/. This would result in a directory-path like:
```
    ../plugins/redmine_contacts_helpdesk/init.rb
```

Install dependent ruby gems by following command:

    bundle install --without development test

Migrate database and copy assets by following command:

    bundle exec rake redmine:plugins NAME=redmine_contacts_helpdesk RAILS_ENV=production

You now need to restart Redmine so that it shows the newly installed plugin in the list of installed plugins ("Administration -> Plugins").
Go to "Administration -> Helpdesk" and configure global plugin settings.

Atom

Changelog

4.2.4 (2024-08-01)

Compatible with Redmine 5.1.x, 5.0.x, 4.2.x, 4.1.x, 4.0.x.

Added by create date order for Outlook mails
Fixed Google OAuth settings

4.2.3 (2024-06-05)

Compatible with Redmine 5.1.x, 5.0.x, 4.2.x, 4.1.x, 4.0.x.

Added Google OAuth support new
Added tenant_id for OAuth Microsoft Outlook
Fixed display of contact avatar

4.2.2 (2024-02-07)

Compatible with Redmine 5.1.x, 5.0.x, 4.2.x, 4.1.x, 4.0.x.

Dropped Redmine 3 support
Added Cc and Bcc fields for new ticket creation
Added Hungarian translation (Krisztian Engi)
Added sorting for tickets fields on issue list
Fixed API for /helpdesk_tickets with params
Fixed HTML email parsing
Fixed assigned_to keyword for groups
Fixed token generation for public tickets and votes
Fixed status change on reply
Fixed Helpdesk widget
Fixed security issue with canned response edit
Fixed Czech locale encoding for office365
Fixed canned response select bug
Fixed read mark bug
Fixed skiping big attachments
Fixed service mail errors
Fixed tags actions for email rules

4.2.1 (2023-01-16)

Compatible with Redmine 5.0.x, 4.2.x, 4.1.x, 4.0.x, 3.4.x, 3.3.x, 3.2.x, 3.1.x, 3.0.x.

Added bulk replies send from issue context menu
Added patch for shared mailbox support office365 oauth2 (Samuel Melrose)
Added inline image parcing for MS Office, Gmail clients
Added hidden setting "HTML body prefer"
Added nested OAuth folders
Added ticket project condition for Message-Id filter
Added hidden setting for HTML body parcing
Added hiding Outlook option if required settings are missed
Fixed first letter missing
Fixed empty data for OAuth fields
Spanish locale updated (Juan José Taguas Navarro)

4.1.13 (2022-04-11)

Compatible with Redmine 5.0.x, 4.2.x, 4.1.x, 4.0.x, 3.4.x, 3.3.x, 3.2.x, 3.1.x, 3.0.x.

Fixed issue subject escape bug
Added target version action
Added BCC/CC for initial message
Added Danish locale
Fixed empty ticket error
Fixed contact tags removing error
Fixed SCP for widget
Fixed CF override
Fixed POP3 email removing for unprocessed letter
Fixed case-insensitive bug
Fixed rules autoloading
Fixed widget position
Fixed constants loading errors
Fixed cc-addresses selector bug
Skipped emails with duplicated Message-Id
Redmine 5 compatibility