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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 Docker Container in Linux 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 plugin and AI Agent integration 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 a reply and set the ticket status Send note by default Split ticket 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 (Oct 28, 2026, Version: 4.5.0)

  • Supported Redmine versions: 7.0 - 5.0
  • Added Split ticket for tickets created from emails new
  • Added "Send as Status" button: sends a note and sets the status
  • Added Contact tickets tab with summary, search and filters new
  • Added Contact activity and Tags reports
  • Added canned responses ordering, search and Agent instructions
  • Added Ticket changes and merges to the issue history
  • Added contact search and ticket status to the Merge and Reply forms
  • Added a contact to an issue that is not a ticket
  • Updated Answered and Reply status settings of the project
  • Updated Ticket volume report: tag charts moved to Tags
  • Updated Cc and Bcc address building with the settings
  • Updated Assign ticket to setting: use the project Default assignee
  • Fixed ticket API showing contacts without the permission to see them
  • Fixed bulk reply ignoring the status and workflow checks
  • Fixed Merge button shown without edit and delete permissions
  • Fixed issue page flicker and Conversation tab permission
  • Fixed plugin item not highlighted in the Administration menu
All updates