Helpdesk plugin

Main features

  • Fetching mail via POP3/IMAP protocols
  • Autoanswer to the first email
  • CC and BCC lists
  • Autocreate contacts
  • White and black lists

Compatibility

  • Redmine: v2.6, v2.5, v2.4, v2.3, v2.2, v2.1
  • Ruby: 1.8.7, 1.9.3, 2.0.0
  • Database: SQLite, MySQL, PostgreSQL
  • OS: Linux, OS X, Windows
  • Browsers: Chrome, Safari, Internet Explorer and Firefox

Customer information

Helpdesk plugin is integrated with Redmine issues module and with CRM plugin. On issues page you can see customer information with tags, contact info and customer previous tickets. All related contacts can be used to generate carbon copy lists.

helpdesk customer

Response from issue

You’ll be able to respond the ticket right on issues view page by clicking "Update". Response will use header and footer templates with macros like answered person name or ticket ID.

helpdesk response

Tickets

This plugin extends issues list with new filters to make it easy to select all customer issues or specific customer issue. In addition you can add new fields to issues table with customer information and ticket last message body.

helpdesc tickets

Templates

You can create autoresponding to customer’s first message with changeable templates and styles. Also response header and footer can be modified using customer/ticket/user macros data.

helpdesk templates