Transform your service operations using AI in Easy Redmine HelpDesk

Table of contents

What holds back help desk operations
Imagine: Help desk operations streamlined
Solution: AI-powered HelpDesk
Easy Redmine case study: Improved response quality
First version of HelpDesk Assistant
Advancements: Intelligent, context-aware responses of HelpDesk AI
Human-like HelpDesk Assistant
HelpDesk + HelpDesk Assistant = HelpDesk Premium
Boosted service quality with HelpDesk Premium

TL;DR

Easy Redmine’s AI-powered HelpDesk Premium streamlines ticket management with automation and smart replies, boosting support speed, consistency, and customer satisfaction.

What holds back help desk operations

Managing a HelpDesk comes with several significant challenges that can impact service quality and team efficiency. Let's identify the main pain points that service teams face daily:

1. Multiple tools causing confusion: HelpDesk teams often struggle with juggling various disconnected communication tools, making it difficult to handle customer interactions and support tickets effectively. This tool disparity leads to scattered information and reduced productivity.

2. Keeping up with response time expectations: One of the biggest challenges is maintaining quick and high-quality responses to customer inquiries. Without proper systems in place, teams often fall behind on their service level agreements.

Imagine: Help desk operations streamlined

What if I tell you that your HelpDesk can have:

• automated ticket categorisation,
• AI-powered responses to resolve simple queries instantly,
• integrated knowledge base to provide faster, more accurate answers,
• consistent customer service.

All at once. Sounds amazing? Or unreal? Meet HelpDesk Assistant by Easy AI!

Solution: AI-powered HelpDesk

Easy Redmine's HelpDesk Assistant brings AI power to your service desk, cutting response times and ensuring consistently high-quality answers. With automated ticket sorting and intelligent response suggestions, your team can focus on complex issues while routine queries get resolved faster with minimized mistakes in customer communication.

The HelpDesk Assistant analyzes an uploaded collection of resources, including tasks and Knowledge Base, and suggests a draft response referencing these sources. One of the outstanding features of this AI HelpDesk Assistant is that it is able to read the schemas, pictures, and graphs in the attached PDF and use them in the relevant context and as a comprehensive source of information.

Also, Easy Redmine users can review, edit, and paste the AI-generated answer into a comment to respond to clients efficiently.

In a nutshell, your customer support team will appreciate:

• speeding up ticket resolution with AI-powered responses, leading to higher customer satisfaction rates
• creating accurate, high-quality responses by using the unified Knowledge Base, reducing follow-up questions
• keeping communication professional and consistent across all customer interactions

And the result? Satisfied customers and more efficient operations.

HelpDesk Assistant by Easy AI

Easy Redmine case study: Improved response quality

At Easy Software, we use the HelpDesk Assistant to provide smarter, AI-powered customer support. But to be honest, we’ve faced challenges that required careful adjustment and improvement.

First version of HelpDesk Assistant

The older HelpDesk Assistant couldn’t read images, graphs, or diagrams in the documentation. It also ran on a less powerful AI model, and many responses were poorly rated by our customer success team.

It used simple, rule-based logic and relied on fixed templates and keyword matching to create replies. As a result, responses were often generic, lacked context, and didn’t fully reflect the needs of the customer success team.

Advancements: Intelligent, context-aware responses of HelpDesk AI

We rolled up our sleeves and made the Assistant evolve to leverage advanced AI models and organization-specific knowledge.It now analyzes the entire ticket history, including all previous messages and attachments, to understand the full context.

The HelpDesk Assistant can read and interpret images attached to tickets, further enhancing its understanding. Language detection ensures replies are in the same language as the client’s query, avoiding mixed or inappropriate language use. After the upgrading HelpDesk Assistent with ChatGPT 5, drafted responses are tailored, accurate, and consistent, drawing from historical data and internal resources.

Human-like HelpDesk Assistant

The modern HelpDesk Assistant mimics human reasoning by considering conversation flow, context, and even visual information. It suggests relevant documentation and resources, and adapts its replies based on previous similar cases. 

The result is faster, more precise, and more natural communication—making the HelpDesk Assistant feel like an experienced team member rather than a simple automated tool.

Since the adjustment in September, the HelpDesk Assistant has shown steady progress, with noticeable spikes in user approval linked to updates or improved AI responses. Despite some dislikes, the ratio of likes to dislikes suggests overall positive momentum and user satisfaction growth.

HelpDesk + HelpDesk Assistant = HelpDesk Premium

Easy Redmine's HelpDesk provides a robust, integrated system for customer service, featuring essential tools like SLA tracking, automatic email updates, customisable statistics, and project-linked ticket workflows to streamline customer processes and enhance satisfaction. 

This foundation—HelpDesk—can be significantly boosted by the AI-powered HelpDesk Assistant, which actively improves support operations by drafting faster, more accurate replies based on internal knowledge, and suggesting relevant resources or documentation directly within tickets.

The powerful combination of these two components is offered through HelpDesk Premium, an add-on that enriches the core HelpDesk functionalities with the AI Assistant's capabilities. This dynamic duo (HelpDesk + HelpDesk Assistant) collectively reduces response times and improves consistency across agents, ultimately delivering a higher quality of service and greater customer satisfaction.

Boosted service quality with HelpDesk Premium

With HelpDesk Assistant as the next supporting and always-ready-to-work member, your team can save valuable time while maintaining high service quality and customer satisfaction.

There are two levels of HelpDesk available: the standard HelpDesk without AI, and the Premium HelpDesk powered by AI. Try Easy Redmine with HelpDesk Premium and see how AI can cut response times, improve consistency, and boost customer satisfaction—all in one tool.