Helpdesk plugin documentation

RedmineUP Getting startedGetting started

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

RedmineUP installationInstallation

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

FAQFAQ

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

Developers API

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

Last update (Sep 02, 2026, Version: 4.3.0)

  • Supported Redmine versions: 7.0 - 4.0
  • Switched core patches loading from include to prepend
  • Added processing of email addresses from the "Reply to" field of incoming messages
  • Added support for multiple recipients
  • Added displaying contact name instead of Anonymous in tickets
  • Updated multi-recipient selection to be kept when replying to a ticket
  • Updated canned responses icon to SVG in the editor toolbar
  • Fixed a bug with tickets merging with subissues and related issues
  • Fixed application crash when OAuth provider is unreachable
  • Fixed datetime fields handling when user and client timezones differ
  • Fixed problem with second Google OAuth authorization
  • Fixed displaying of inline images in HTML-only incoming emails
  • Fixed replace_img_tags problem
  • Fixed ticket link icon on Redmine 7
  • Fixed pick_encoding problem
  • Fixed bad reference
  • Fixed SQL injection vulnerability
All updates