Helpdesk plugin documentation
Getting started
Installation 
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
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
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 (Jan 26, 2026, Version: 4.2.7)
- Supported Redmine versions: 6.0 - 4.0
- Added activity SVG icons for Redmine 6
- Added CC saving for initial messages
- Fixed issue where message was received but ticket was not created
- Fixed edit icon not appearing in reply form
- Fixed sending email to BCC when using Google OAuth
- Fixed message type filter in new email
- Fixed email rules display
- Fixed "send reply" context menu bug
- Fixed last response emails bug
- Fixed ticket merging when attachments are present
- Increased patch version
- Renamed disregard project option to prefer target project