New features in Redmine Helpdesk plugin
See what's new in the latest versions of our Helpdesk plugin
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.
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.
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.
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 email@example.com), and your message will be added to an indicated issue automatically.
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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