Plugins Directory » Helpdesk

19868 Author: Kirill Bezrukov (RedmineUP)
Website: https://www.redmineup.com/pages/plugins/helpdesk
Code repository: -
Registered on: 2015-04-01 (over 5 years ago)
Current version: 4.1.11
Compatible with: Redmine 4.1.x, 4.0.x, 3.4.x, 3.3.x, 3.2.x, 3.1.x, 3.0.x, 2.6.x
User ratings:   (26)

Redmine Helpdesk Plugin: service desk for Redmine.

Helpdesk turns e-mails and Redmine issues into customer support tickets. Adds automation features that save time and makes processing request faster. Reports and SLA metrics enables teams to track performance. Customer profiles and macros allow you to personalize your customer support messages.

Main features:
  • Fetching emails via POP3/IMAP protocols
  • Auto-reply and canned responses/autoresponders
  • Email automation workflow
  • Auto closing resolved tickets
  • CC/BCC lists
  • One ticket view for all teams
  • Client public link to access the ticket
  • Productivity metrics and First Response SLA Reports. Metrics: average first response time, number of replies it took to close the ticket, and ticket closing time.
  • Helpdesk Widget to use inside the Redmine or on any website to receive messages or create issues
  • Add emails and attachements to each issues via dropbox feature
  • Satisfaction Ratings
  • White and blacklists
  • Macros
  • Attachments
  • Translated into 14 languages: German, English, French, Italian, Dutch, Polish, Portuguese (Brazil), Russian, Slovak, Serbian, Turkish, Chinese

Get Helpdesk



Customer information

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


Reply directly from the issue page
Now you can respond to the ticket right from the Issues view page with one click. The reply will send email that 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 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.


Autoresponders
You can create autoresponders for a customer's first message and easily custimize 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 customize fields you want to be displayed as well as prepopulate them with content. It can include using the URL address of a page, status, product ID, and more.


Email Automation Workflow
You can now set up email rules for incoming and outgoing messages automatically. It updates the ticket fields and let you organize and priorite your team works more efficiently. As an example you can set a High Priority to messages coming with word "urgent" in the subjest or body message, or from a certain client.


Get this plugin

Installation notes

Note: You need to install our free CRM plugin to use Helpdesk.
  1. Install Light (FREE) version of CRM plugin
  2. Unzip plugin into ../plugins/. This would result in a directory-path like:
        ../plugins/redmine_contacts_helpdesk/init.rb
    
  3. Install dependent ruby gems by following command:
        bundle install --without development test
    
  4. Migrate database and copy assets by following command:
        bundle exec rake redmine:plugins NAME=redmine_contacts_helpdesk RAILS_ENV=production
    
  5. You now need to restart Redmine so that it shows the newly installed plugin in the list of installed plugins ("Administration -> Plugins").
  6. Go to "Administration -> Helpdesk" and configure global plugin settings.

Changelog

4.1.11 (2020-11-04)

Compatible with Redmine 4.1.x, 4.0.x, 3.4.x, 3.3.x, 3.2.x, 3.1.x, 3.0.x, 2.6.x.

  • Added send_as to REST API
  • Added list and enumeration custom fields to a widget
  • German translation update
  • Disabled deal and contact custom fields for a widget
  • Hide canned responses for not tickets
  • Fixed zero ticket lifetime bug
  • Fixed bug with multiple send note
  • Fixed email case insensitive bug
  • Fixed my page display bug
  • Fixed Helpdesk rules reordering bug
  • Fixed tags action apply bug
  • Fixed multiproject bug on ticket create via API
  • Fixed blank contact error

4.1.10 (2020-08-17)

Compatible with Redmine 4.1.x, 4.0.x, 3.4.x, 3.3.x, 3.2.x, 3.1.x, 3.0.x, 2.6.x.

  • Autoclose tickets for subprojects
  • Added new condition options for Helpdesk rules
  • Fixed undefined error
  • Fixed anonymous visibility bug
  • Fixed initial install error bug

4.1.9 (2020-07-20)

Compatible with Redmine 4.1.x, 4.0.x, 3.4.x, 3.3.x, 3.2.x, 3.1.x, 3.0.x, 2.6.x.

  • Added Helpdesk conversation tab
  • Added issue category to widget
  • Multi level html email parsing fixes
  • German locale updates
  • Russian locale updates
  • Taiwanese Mandarin locale updates
  • Chinese locale updates
  • Fixed issue layout bugs
  • Fixed wrong address bug
  • Fixed inline image bug
  • Fixed stop handle rule
  • Fixed first rule bug
  • Fixed new email in ticket reply bug

4.1.8 (2020-04-06)

Compatible with Redmine 4.1.x, 4.0.x, 3.4.x, 3.3.x, 3.2.x, 3.1.x, 3.0.x, 2.6.x.

  • Journal message helpdesk details moved to the top
  • Added text/calendar mine type support
  • Fixed one line message bug

4.1.7 (2020-03-19)

Compatible with Redmine 4.1.x, 4.0.x, 3.4.x, 3.3.x, 3.2.x, 3.1.x, 3.0.x, 2.6.x.

  • Added setting for read message pixel
  • Disabled adding CC emails to contacts
  • Fixed CC field filling bug
  • Fixed private notes access in ticket.history macro
  • Fixed mine type bug
  • Fixed send to checkbox apply for collision issues
  • Fixed mail fetcher error
  • Fixed assignee typo bug

4.1.6 (2020-01-31)

Compatible with Redmine 4.1.x, 4.0.x, 3.4.x, 3.3.x, 3.2.x, 3.1.x, 3.0.x, 2.6.x.

  • Added stop action
  • Added tickets API
  • Added tracker action
  • Redmine 4.1 compatibility fixes
  • HTML part parsing improvements
  • Optimization helpdesk reports
  • Fixed gravatar bug
  • Fixed widget bug
  • Fixed send initial message bug
  • Fixed private_instance_methods method bug

4.1.5 (2019-10-25)

Compatible with Redmine 4.1.x, 4.0.x, 3.4.x, 3.3.x, 3.2.x, 3.1.x, 3.0.x, 2.6.x.

  • Fixed manual ticket creation bug

4.1.4 (2019-10-23)

Compatible with Redmine 4.1.x, 4.0.x, 3.4.x, 3.3.x, 3.2.x, 3.1.x, 3.0.x, 2.6.x.

  • New canned responses button
  • Added Due date set rules action
  • Redmine 4.0.5 compatibility fixes
  • Fixed ticket delete url bug
  • Fixed select2 format
  • Fixed contact right-click create error
  • Fixed send_note checklist bug

4.1.3 (2019-08-19)

Compatible with Redmine 4.0.x, 3.4.x, 3.3.x, 3.2.x, 3.1.x, 3.0.x, 2.6.x.

  • Added assignee load balance rule
  • Fixed gmail connection bug
  • Fixed responsible bug
  • Fixed people light version bug
  • Fixed helpdesk forms bug
  • Fixed empty to-address bug
  • Fixed Russian locale mistake

4.1.2 (2019-07-01)

Compatible with Redmine 4.1.x, 4.0.x, 3.4.x, 3.3.x, 3.2.x, 3.1.x, 3.0.x, 2.6.x.

  • Fixed infinity loading bug

4.1.1 (2019-06-18)

Compatible with Redmine 4.1.x, 4.0.x, 3.4.x, 3.3.x, 3.2.x, 3.1.x, 3.0.x, 2.6.x.

  • Allow mail processing rules to target private projects
  • Added hide read mark option
  • Attachments for canned responses
  • New API for helpdesk tickets
  • Added None authentication method for SMTP settings

4.1.0 (2019-05-23)

Compatible with Redmine 4.0.x, 3.4.x, 3.3.x, 3.2.x, 3.1.x, 3.0.x, 2.6.x.

  • New styles for Send note and New ticket
  • Added group into Rules assignee
  • Multiple email address selection for Helpdesk contacts, To, CC and BCC fields
  • Email Rules issue's history records
  • Viewed mark for sent emails
  • New subject handling rules AND and OR
  • Filter contacts with email address
  • Fixed assigned_to bug
  • Fixed email parsing method
  • Fixed auth error response bug
  • Added autoclose message
  • Czech locale (Petr Stefan)

4.0.2 (2019-02-12)

Compatible with Redmine 4.0.x, 3.4.x, 3.3.x, 3.2.x, 3.1.x, 3.0.x, 2.6.x.

  • Added new api /helpdesk_tickets/.xml
  • Added attachmehts for add_note API
  • Fixed auto answer duplication

4.0.1 (2019-01-30)

Compatible with Redmine 4.0.x, 3.4.x, 3.3.x, 3.2.x, 3.1.x, 3.0.x, 2.6.x.

  • Fixed Russian translation
  • Fixed auto answer sending bug
  • Mail rules form fixes
  • Fixed helpdesk ticket field csv/pdf export

4.0.0 (2018-11-21)

Compatible with Redmine 4.0.x, 3.4.x, 3.3.x, 3.2.x, 3.1.x, 3.0.x, 2.6.x.

  • Added workflow smart automation rules
  • Refactoring of mail handling classes
  • Fixed emoji cutting for MySQL
  • Fixed bug with contact card async loading
  • Fixed status changing with email_note API request
  • Fixed email references parsing
  • Fixed context menu icons

3.0.10 (2018-09-17)

Compatible with Redmine 4.0.x, 3.4.x, 3.3.x, 3.2.x, 3.1.x, 3.0.x, 2.6.x.

  • Added Customer satisfaction report
  • Added Privacy policy checkbox for Widget
  • Redmine 4 support
  • Added sidebar async contact loading
  • Added allow override for receive rake task
  • Added permission check for Reports menu
  • Added References header field handling
  • Widget UI bug fixes
  • Added field Tickets count to contacts list
  • Replaced tagit with select2
  • Changed author searching logic for widget ticket
  • Fixed ticket column for export from issues table
  • Fixed emails with inline image only
  • Fixed ticket autoclose bug
  • Fixed Time to reaction calculation bug
  • Fixed Number of tickets filter for contacts
  • Fixed handling tickets without description
  • Fixed subject encoding bug
  • Fixed ticket creating from contact context menu
  • Catalan translation (Luis Blasco)
  • Spanish locale update (Luis Blasco)

3.0.9 (2017-08-17)

Compatible with Redmine 3.4.x, 3.3.x, 3.2.x, 3.1.x, 3.0.x, 2.6.x, 2.5.x, 2.4.x, 2.3.x.

  • Added Reply button
  • New public ticket stytes
  • Custom fields hidded for public tickets
  • Junk mail link hidden
  • Fixed settings saving bug
  • Fixed my page context menu bug
  • Fixed email emoji problem

3.0.8 (2017-07-07)

Compatible with Redmine 3.4.x, 3.3.x, 3.2.x, 3.1.x, 3.0.x, 2.6.x, 2.5.x, 2.4.x, 2.3.x.

  • Autoclose tickets setting
  • Added CC field edit on the contact card
  • Added translation option for attachments in widget
  • Apply macros for initial message send
  • Fixed ignored attachment bug
  • Redmine 3.4 support fixes
  • Changed filters for select2
  • Always send CC if present
  • Reports fixes

3.0.7 (2017-02-24)

Compatible with Redmine 3.4.x, 3.3.x, 3.2.x, 3.1.x, 3.0.x, 2.6.x, 2.5.x, 2.4.x, 2.3.x.

  • Canned responses visibility fixes
  • Fixed bug with customer response
  • Reports fixes
  • Fixed win1251 subject encoding
  • Fixed widget styles param

3.0.6 (2016-12-02)

Compatible with Redmine 3.4.x, 3.3.x, 3.2.x, 3.1.x, 3.0.x, 2.6.x, 2.5.x, 2.4.x, 2.3.x.

  • Added From address macro to use agent name
  • Fixed bug with Widget API avatar
  • Fixed bug with single attachment part emails
  • Fixed {{send_file()}} macro

3.0.5 (2016-11-18)

Compatible with Redmine 3.3.x, 3.2.x, 3.1.x, 3.0.x, 2.6.x, 2.5.x, 2.4.x, 2.3.x.

  • [NEW] "Busiest time of a day" report
  • [NEW] User avatar Widget API
  • Predefined fields hidden from Widget
  • Email dropbox for tickets
  • Canned responses tab in global settings
  • Cleanup Helpdesk project settings
  • Send notifications for tickets created using Widget
  • Widget API fixes

3.0.4 (2016-09-01)

Compatible with Redmine 3.3.x, 3.2.x, 3.1.x, 3.0.x, 2.6.x, 2.5.x, 2.4.x, 2.3.x.

  • First response report
  • Email dropbox for redmine issues
  • Helpdesk widget API (translation and )
  • Macro tag {%response.author.last_name%} (Alexey Dvoryanchikov)
  • Fixed destination for outgoing emails with CC list
  • Chinese translation (Zuofeng Zhang)

3.0.3 (2016-07-01)

Compatible with Redmine 3.3.x, 3.2.x, 3.1.x, 3.0.x, 2.6.x, 2.5.x, 2.4.x, 2.3.x.

  • French translation update (Olivier Houdas)
  • Fixed tracker_id bug for Redmine 3.3

3.0.2 (2016-05-26)

Compatible with Redmine 3.3.x, 3.2.x, 3.1.x, 3.0.x, 2.6.x, 2.5.x, 2.4.x, 2.3.x.

  • Helpdesk widget
  • Assign tickets to contact assignee
  • Added allow_override option for redmine:email:helpdesk rake tasks
  • Activated TLS for outgoing mails
  • Show delivery errors on email sending
  • Previous ticket new styles
  • Banner plugin compatibility
  • CKEEditor and canned responses compatibility
  • Required fields ignoring on ticket creating
  • Redmine 3.2 UI compatibility
  • Portuguese (Brasil) translation update (Leandro Gehlen)
  • French translation update (Olivier Houdas)
  • Dutch translation (Philippe Schottey)
  • Fixed bug with manual emails receiving (Unable to determine @target_project)
  • Fixed bug with ticket status changing on public link response
  • Fixed but with reversed comments in public tickets
  • Fixed API bug with send_note
  • Fixed bug with showing global canned responses list
  • Fixed email's subject decoding bug
  • Fixed bug with wrong token for public tickets
  • Fixed bug customer company filter with connection variable

3.0.1 (2015-08-25)

Compatible with Redmine 3.1.x, 3.0.x, 2.6.x, 2.5.x, 2.3.x.

  • Customer profile saving bug fixed
  • Fetching mail bug fixed

3.0.0 (2015-06-16)

Compatible with Redmine 3.0.x, 2.6.x, 2.5.x, 2.4.x, 2.3.x.

  • Redmine 3 support
  • Turkish translation update (Adnan Topcu)

2.4.0 (2015-03-25)

Compatible with Redmine 2.6.x, 2.5.x, 2.4.x, 2.3.x, 2.2.x, 2.1.x.

  • Satisfaction Ratings
  • Select first project tracker for "All" setting
  • Macro tag {%response.author.custom_field: Custom field name%}
  • French translation update (Olivier Houdas)
  • Swedish translation update (Khedron Wilk)
  • Ticket contact company time report grouping (Marcelo A. Fernandes)
  • Ignoring emails with "X-Auto-Response-Suppress: all" header
  • Ignoring attachments from Redmine global settings list
  • redirect_on_success param for create_ticket API method
  • fixes n+1 on issues list
  • New redmine_helpdesk.log for Helpdesk messages
  • Italian translation update (Nicola Mondinelli)

User ratings

  by Hernan Castillo 16 days ago

  by K G about 1 month ago

Great company to work with. We have identified bugs and the developer is always quick to respond and fix. The plugins provide a necessary service for our environment.

  by Ilnur Kuchukbaev 3 months ago

My company uses this plugin for two years. It meets all our requirements.
Thank you for your work.

  by Patrick Emer 6 months ago

This plugin is good developed technically.
Great support for several versions of Redmine.

If you want to combine Projektmgmt with the a Helpdesk support inside one Projektmgmt-Tool, this plugin may can help you impressively.

  by Bernhard Schulz 6 months ago

  by Andreas-Johann Ulvestad 7 months ago

We've used this for incoming e-mails at several places where I'm active. It's practical, quick and fits the bill for us. Quick support as well.

  by Akhlaq Ahmed 7 months ago

Great Plugin

  by Miguel Nóbrega 7 months ago

  by azer tyker 7 months ago

  by Philipp Karl 10 months ago

quick support :)

  by Tobias Schmidt about 1 year ago

  by Feh Mi over 1 year ago

thannks for the support

  by Stefan De Laet over 1 year ago

support is excellent

  by Koronics Norbert almost 2 years ago

  by Dimitar Chervenakov about 2 years ago

  by Sergey Norov over 3 years ago

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

  by juan moreno almost 4 years ago

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

  by Carl Schmitt almost 4 years ago

A must have if using redmine for customer support. REST API makes integration easy.

Fast and helpful plugin support.

  by Marek Kielecki about 4 years ago

Very useful, helps our CS department to fasten handling incoming emails

  by Stefan Müller about 4 years ago

Very powerful features

  by Greg Lewsza about 4 years ago

  by Tigergm Wu over 4 years ago

a wonderful plugin and the update's feature is fine.

  by Jörg Göbel almost 5 years ago

  by Maksim Makhniuk about 5 years ago

  by zuofeng Zhang over 5 years ago

I sent a mail customer service, the performance of this system is very good