Helpdesk plugin documentation
Getting started 
Installation
Installing Helpdesk plugin on Docker Container Redmine 7 in Linux
Installing Helpdesk plugin on Redmine 7 in Linux
Installing on Redmine Bitnami stack (Linux)
Installing Helpdesk plugin on Bitnami Redmine virtual image (.ova)
Installing Helpdesk plugin on Linux
Installing on MS Windows
Uninstalling Helpdesk plugin from Redmine 7 in Linux
Uninstalling Helpdesk plugin
Updating older PRO to a newer PRO version
Upgrade Helpdesk plugin on Redmine 7 in Linux
FAQ
How to change the font size and color of a text in the Helpdesk template?
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?
Why I cannot create a Helpdesk ticket?
How to answer to emails in helpdesk plugin?
Using Helpdesk plugin
Access management
Helpdesk Widget setup on any website
Attachment Helpdesk Macro
Auto-assign group of users to a new Helpdesk ticket
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
HelpdeskMailProvider: Message can not be processed
Incorrect string value error
ContactsMailHandler: Message NOT processed and left on the server
"New ticket" button is not appearing in a contact
Notifications not received when ticket is updated
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
Last update (Sep 28, 2026, Version: 4.3.1)
- Supported Redmine versions: 7.0 - 5.0
- Added HTML email preview
- Added new "Ignore email" action for mail rules
- Updated required redmine_contacts version to 4.5.0
- Updated issue page helpdesk styles
- Fixed email sending via SMTP with SSL
- Fixed email icon style on ticket replies
- Fixed HTML email raw when mislabeled text/plain
- Fixed avatar styles