Feature #3668

Support Tickets / Helpdesk

Added by André Tenreiro about 8 years ago. Updated over 4 years ago.

Status:ClosedStart date:2009-07-24
Priority:NormalDue date:
Assignee:-% Done:

0%

Category:Plugin Request
Target version:-
Resolution:

Description

Redmine would be more inclusive if contain a support ticket or helpdesk feature.

This would be useful, especially for SMB such as my company, which requires an organised support system without too many advanced features features.

History

#1 Updated by Enderson Maia about 8 years ago

André Tenreiro wrote:

Redmine would be more inclusive if contain a support ticket or helpdesk feature.

This would be useful, especially for SMB such as my company, which requires an organised support system without too many advanced features features.

What features do you need specifically ?

I'm using a separate project for handling support needs, and with different roles and trackers I did a different workflow for the tickets. In this project I created different categories for the supporting areas (linux, windows, database, hardware).

I could use custom fields to make a better tracking of the work.

Since everyone in my company has a LDAP account, I have no need to create each user.

#2 Updated by André Tenreiro about 8 years ago

Enderson Maia wrote:

André Tenreiro wrote:

Redmine would be more inclusive if contain a support ticket or helpdesk feature.

This would be useful, especially for SMB such as my company, which requires an organised support system without too many advanced features features.

What features do you need specifically ?

I'm using a separate project for handling support needs, and with different roles and trackers I did a different workflow for the tickets. In this project I created different categories for the supporting areas (linux, windows, database, hardware).

I could use custom fields to make a better tracking of the work.

Since everyone in my company has a LDAP account, I have no need to create each user.

Olá Enderson,

It fits but shall not be the same! What I do need? Not much, features such as:

- Simple pie chart statistics for support (by user or department)
- Ticket assignment to department (not only users).

#3 Updated by Dmitry Shkolnikov about 8 years ago

And anonimous ticket creation in private project would be great feauture.
For example, I have several customers and I don't want to show them tickets of other users. I don't know e-mails of their employees and cannot identify them automatically.
Ideally I would like to have an access option "Show tickets only created by user himself".
Sorry for bad English.

#4 Updated by Thomas Pihl about 8 years ago

Dmitry Shkolnikov wrote:

And anonimous ticket creation in private project would be great feauture.
For example, I have several customers and I don't want to show them tickets of other users. I don't know e-mails of their employees and cannot identify them automatically.
Ideally I would like to have an access option "Show tickets only created by user himself".
Sorry for bad English.

Isn't that solved with #3187?

#5 Updated by Dmitry Shkolnikov about 8 years ago

Isn't that solved with #3187?

Well, I think it is very similar to what I need. Thank you!

#6 Updated by Pablo 09 about 8 years ago

I have tried on 0.8.5.devel.2902 and it don´t run.

Mysql::Error: You have an error in your SQL syntax;

#7 Updated by Roy Andre Tollefsen over 7 years ago

We have developed a plugin for Redmine to be able to use Redmine as a fully featured support/ticket system.

It works in the way that it fetches incoming emails from an email account, auto-replies to the client with a ticket number and add the request into a dedicated Project (Support) in Redmine as an Issue. You can then update the ticket, re-assign it, etc - and choose whether to inform the client (by email) or not each time you add an update to the issue.

#8 Updated by Thomas Pihl over 7 years ago

I think that functionality are in trunk, all except the option to decide NOT to inform the originator about a change to the issue.

You can find more on redmine.org wiki incoming emails (somewhere). We have had best success with postfix alias integration where the issue get created when the mail arrives (and there can be a bounce if the creation is unsuccessful). No mailbox involved.

But you may have some other wonderful stuff in your plug-in. Where can it be downloaded from?

BR,
Thomas

#9 Updated by Matthias Althaus over 7 years ago

I'm currently looking into setting up a user support system. After installing Redmine as the project management software a couple of days ago and then searching around for an OS solution for the support, I stumbled upon this issue.

Imho I'd be great if Redmine would get some more feature support into this direction as you could host two systems with one solution. What Roy wrote sounds already promising. Can you share your work?

Cheers
Matthias

#10 Updated by Charly Leetham over 7 years ago

Hi Matthias,

I too am looking for a helpdesk solution. I found the download on Github:
http://github.com/yeah/redmine_helpdesk

Now I'm trying to work out how to use it.

Interested if anyone has any feedback on input on how to use the plugin.

Charly

Matthias Althaus wrote:

I'm currently looking into setting up a user support system. After installing Redmine as the project management software a couple of days ago and then searching around for an OS solution for the support, I stumbled upon this issue.

Imho I'd be great if Redmine would get some more feature support into this direction as you could host two systems with one solution. What Roy wrote sounds already promising. Can you share your work?

Cheers
Matthias

#11 Updated by Matthias Althaus over 7 years ago

Hey Charly,

nice dig. Would be great, if you could post your experiences with that plugin. :)

Cheers
Matthias

#12 Updated by Andrea Saccavini over 7 years ago

Hi guys,

I'm trying the helpdesk plugin with 0.9.3 but I can't make it work. Any idea? How about your tests?

Tks

#13 Updated by Eric Davis almost 7 years ago

  • Assignee deleted (Eric Davis)

#14 Updated by Frank DeBoer almost 7 years ago

Another area to think is a distinction between an inter-org helpdesk feature (i.e. everyone can see other's incidents) and a b2c public facing scenario where privacy is very important. I am thinking of restrictions of users only seeing incidents they have submitted or content tagged as common via news/files/wiki/etc. Obviously the latter requires more thought behind this as it's a big departure from an internally focused bug tracking tool. Lot's of good discussion here on this topic: http://www.redmine.org/issues/337

#15 Updated by John Smith almost 7 years ago

Hello Everyone,I want to do the same thing in my company. Like using this helpdesk plugin in redmine but I cannot go to the link that is given above.Reading this part doesnot give much idea.Has anyone done it? If so please give some feedbak.
thanks

#16 Updated by O G over 6 years ago

+1 for getting this functionality in. It seems a LOT of people need this.

#17 Updated by Roy Andre Tollefsen over 6 years ago

Hi guys,

Here is a link to the source: https://github.com/trollweb/Redmine-Helpdesk-and-Support-Center :)

Feel free to hack around on it.

#18 Updated by Sergey Startsev over 5 years ago

Very useful feature to make a centralized system for development and support

#19 Updated by Denny Schäfer over 5 years ago

Sergey Startsev wrote:

Very useful feature to make a centralized system for development and support

+1

for helpdesk support we can recommand the plugin helpdesk

#20 Updated by Jean-Baptiste Barth over 4 years ago

  • Category changed from Plugin API to Plugin Request
  • Status changed from New to Closed

Some plugins already do that, plus you can use redmine this way if you want I think.. So I close this issue.

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