New features in Redmine Helpdesk plugin

See what's new in the latest versions of our Helpdesk plugin

New Features

Email read mark

From the 4.1.0 Helpdesk adds a pixel to outgoing messages, which allows tracking if the message has been read by your recipient. If so, you will see the green mark next to the sent comment.


Select recipient's email

If your contact has a few emails, you can now select one when sending a reply. The email will now show on the contact card on the sidebar. You can also choose a few recipients in the "To:" field.


New reply interface

Now sending new messages and replying to support tickets is more convenient. We moved the contact selection field above the comment section to the top of the block like in all email clients. The reply block is now highlighted with a blue background.


E-mail sorting automation rules

Automatic processing rules can change the ticket fields depending on the conditions met. For example, you can put a High priority to messages from a specific client or containing the word "urgent". Or move the ticket to another project if an email came from a particular client or domain.

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Automatic tickets closing

Resolved issues can be automatically closed if they do not receive any update or answer for a particular period. This helps to clear space from solved issues.


Busiest time of day report

This report lets you track the busiest time of day, count of created tickets and new contacts. The report is accessible from the "Issues" submenu. It is visible in the right sidebar in the section "Helpdesk reports: Busiest time of day."


First Response SLA Report

This report lets you track the average first response time, count of replies sent to close the ticket and ticket closing time. The report is accessible from the "Issues" section. It is available in the right sidebar in the section "Helpdesk reports: First response time." You can further filter it, according to your needs.

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Helpdesk Widget

With Helpdesk Widget you can allow your employees or customers to send inquiries or set tickets straight from a widget. What is more, you can fully customize fields you want to be displayed, as well as pre-populate them with a content of your choice. It includes the possibility to copy the address of a page, status, product ID and more. You can insert it on any page - inside your Redmine system or on your page. Widget and its settings are accessible through Helpdesk Plugin settings.

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E-mail dropbox for all issues

We added an email dropbox functionality. Now for each issue, you can add notes or updates, just by writing or forwarding emails messages to an email dropbox assigned to a ticket. To do this, just include the ticket number to an admin email address with '+' sign (for example, and your message will be added to an indicated issue automatically.

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Satisfaction Ratings

Using "Voting" functionality, you let your customers vote for all received messages. You can do this by clicking on one of the three icons (Icon symbol, meaning of the vote)- 'Sad/Negative,' 'Neutral/OK,' 'Happy/Awesome". What is more, you can also enable users to add comments on votes given.

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