Redmine Helpdesk plugin

Transform Redmine into advanced support ticket-based system

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SLA Metrics & Reports

Track customer service department performance with SLA metrics: average first response time, # of replies to close the ticket, and ticket closing time.

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Satisfaction ratings

Let clients rate your agent’s answers by clicking on happy, neutral, or sad emotikons added after replying. Then track satisfaction with reports.

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Customizable Templates

Adjust all: reply templates, autoresponders, canned replies, message templates, design, or different information visibility for each project.

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Widget with REST API

Allow your users and clients to create issues and send messages from any page. Get contextual insights with autopopulate funtionality.

Before Helpdesk, we tried Jira, Zendesk, Freshdesk, OTRS and Zammad. Zendesk does not support local installation. Hosted storage has privacy issue or is very expensive with control of your data. All other systems also had other issues. So we decided to use Helpdesk plugin. Why? Price/functionality ratio is great, and the support gives fast responses with real solutions. What is more, it integrates well into Open Source infrastructure.

Gerhard Gappmeier, Executive Director Software Architecture & Development—ascolab GmbH

Features

Customer information

Helpdesk is fully integrated with the Redmine Issues module and CRM plugin. Looking at an issue, you can see all customer information with tags, contact information, and previous customer tickets. All related contacts can be used to generate a CC list so you can send messages to them as well.

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Reply directly from the Issues page

Respond to the ticket right from the Issues view page with one click. The reply will use header and footer templates with macros that can include the ticket ID or name and surname of the person who answered the message.

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Turn issues into tickets

The Helpdesk plugin extends functionality of the Issues List so that you can use filters to effortlessly select all customer issues as well as a particular one. Plus, you can add new fields to the Issues Table with customer information and last ticket message copy.

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Respond faster with autoresponders

You can create autoresponders for a customer’s first message and easily custimoze it with templates and styles, but that's not all. The response header and footer can be modified using customer, ticket, or user macros data.

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Helpdesk Widget with API

With the Helpdesk Widget, your employees and customers can send inquiries or set tickets from any page inside or outside Redmine. You can also customize fields you want to be displayed as well as prepopulate them with content. It includes using the address of a page, status, product ID, and more.

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Smart workflow automation

Apply automatic email processing to sort incoming messages based on a given rules and criteria. It updates the ticket fields if the conditions are met, so you can add High priority to messages with "Urgent" in their subject, or for email from a particular client. It can also move the ticket to another project if an email was sent from a particular client or domain.

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Requirements

Redmine 3.4.x – 2.3.x
Ruby 1.9.3, 2.0, 2.1, 2.2, 2.3, 2.4
Database SQLite, MySQL, PostgreSQL, SQL Server
OS Linux, OS X, Windows
Browsers Chrome, Safari, Internet Explorer and Firefox

What users say about Helpdesk plugin

Great plugin! It's easy way to upgrade your Redmine up to powerfull helpdesk. Alltogether with another of the developer's plugins and Redmine's essential features I got full-value Service Desk.

Sergey Norov
rating from redmine.org

Good plugin, have very nice features and is easy to use.

Juan Moreno
rating from redmine.org

A must have if using redmine for customer support. REST API makes integration easy. Fast and helpful plugin support.

Carl Schmitt
rating from redmine.org

Over 50 000 companies from 100 countries use RedmineUP plugins, themes and services

IBM
China-Euro Vehicle Technology
Toshiba Inc
Schneider Electic
AT&T
Apple Inc.
Cisco
Compal Electronics

Pricing

Best Seller

PRO Single-server

299

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PRO Multi-server

699

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OEM

Custom

Contact us

More features:

POP3/IMAP protocols
Canned responses
Productivity metrics
Custom CSS for email templates
Embeded widget with API
Reports with productivity metrics
Black-and-white list filtering
Satisfaction ratings
Auto reply with customizable templates
Macros
Send and receive attachments
CC/BCC lists

Bundles and offers

CRM + Helpdesk

Plugins included

CRM and Helpdesk

399
You Save $99
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999
You Save $199
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CRM+Helpdesk+Invoices

Plugins included:

CRM, Helpdesk and Invoices

499
You Save $198
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1299
You Save $398
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Full plugins stack

Plugins included

All RedmineUP PRO plugins

999
You save $520
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1999
You save $1513
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What People Say About RedmineUP

Quote mathias

Modules are simple, easy to install, and what's more use and support is just awesome! We have been using the plugins from RedmineUP for last 4 years and we're very happy with the support and upgrades we are getting from you guys

Krunal Jariwala, CEO Xcellence-IT

Quote chad

We have thousands of tasks or issues and your plugins are useful, professional and easy-useable. They meet all our needs. We are very fond of your support, and we are glad that your plugins are well documented and installation process is very easy.

Gaoming Wu, CEO Tecsoon

Quote chad

I’ve enjoyed using the RedmineUP products, they’ve been a major help in streamlining our operations to developer better quality code faster.

Louis Camassa, VP of Product SMS Masterminds