Helpdesk plugin documentation

RedmineUP Getting startedGetting started

Activating Helpdesk Project Module General settings for Helpdesk plugin Setting up mail fetching Project settings for Helpdesk plugin Setting up OAuth Microsoft Outlook Three ways of creating Helpdesk tickets

RedmineUP installationInstallation

Installing on Redmine Bitnami stack (Linux) Installing Helpdesk plugin on Linux Installing on MS Windows Uninstalling Helpdesk plugin Updating older PRO to a newer PRO version

FAQFAQ

How to create a ticket directly from a contact? What is the difference between envelope icon and green balloon icon? How to make a difference between new tickets and ongoing discussions? Why I do not see the original eml message? How to use different e-mail address as "From address"? How to fix issues with SSL certificate? How to set up helpdesk widget on Wordpress? How can my customers see their tickets without registration? How to add CCs to an issue (if they were not added as CCs in initial e-mail)? How to create a ticket manually? How to set up outgoing mail settings and send an answer to a customer's ticket? How to receive emails? How to setup single e-mail address for all / several projects? How to truncate previous quoted replies in message body? Where to find the hidden settings? How to set more spacing between votings? How to know which clients are the most active? How to notify all support agents that a new ticket has arrived? Why do the replies of the same discussion open new tickets instead of coming in the same thread? How to answer to emails in helpdesk plugin?

Using Helpdesk plugin

Access management Helpdesk Widget setup on any website Attachment Helpdesk Macro Automate the creation of tickets in Windows server Autoreplies Canned responses CC and BCC Charts and reports Clients portal Clipboard Image Paste Embedded image in a ticket reply Issue filters Forwarding Helpdesk widget IMAP or POP3 Junk mail Macros Multiaddress results for drop-down menu contact search for Helpdesk Original messages Personalized email replies Productivity metrics Difference between "reply" and "edit" Respond to email notifications Smart automation rules Satisfaction votes Save tickets query Send note by default Templates Helpdesk tickets autoclose feature Ticket lifetime Time reports Helpdesk Widget via CMS plugin

Troubleshooting

Auto-generated (auto-submitted) header loop problem Cannot see the "Canned responses" button Changes are not applied in the Voting Comment Box I’ve installed Helpdesk and my Redmine is crashed Dispatch error: Couldn't find Issue without an ID Helpdesk doesn't send emails through public mail service (Gmail, Yahoo, Yandex) I don't see the "reply" button Gmail for Helpdesk returns failure "Invalid credentials" even though the credentials are correct Incorrect string value error "New ticket" button is not appearing in a contact There is no "Public link" button in the ticket and client cannot open it because of returning an error Syntax error email sending problems Messages are fetching but tickets are not created Satisfaction votes return error The votings are appearing as a source code

Developers API

REST API Create ticket REST API Send reply REST API Get Ticket Data REST API Helpdesk Widget

Last update (Jan 16, 2023, Version: 4.2.1)

  • 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)
All updates