REDMINE HELPDESK PLUGIN
Advanced support ticket system
for IT Companies
for IT Companies
|
Advanced support ticket system in your Redmine
Helpdesk Consulting Services
SLA Metrics & Reports
Track team performance with SLA metrics: average first response time, # of replies to close the ticket, and ticket closing time
Satisfaction ratings
Let clients rate your team answers by clicking on happy, neutral, or sad emoticons and sharing comments. Track satisfaction with reports
Customizable Templates
Adjust all reply templates, autoresponders, canned replies, message templates for all Redmine or certain projects
Widget with REST API
Allow users and clients to create issues and send messages from any page. Get contextual insights with autopopulated fields
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
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
Turn issues into tickets
The Helpdesk plugin extends the 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
Respond faster with autoresponders
You can create autoresponders for a customer’s first message and easily customize 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
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 the 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
Smart workflow automation
Apply automatic email processing to sort incoming messages based on 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
More features:
- POP3/IMAP protocols
- Canned responses
- Productivity metrics
- CC/BCC lists
- Custom CSS for email templates
- Embeded widget with API
- Reports with productivity metrics
- Send and receive attachments
- Black-and-white list filtering
- Satisfaction ratings
- Auto reply with customizable templates
- Macros
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