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Redmine Help desk 2019 plugin

The ultimate tool for customer support.

More than 300.000 Redmine users are supported via this Help desk solution by Easy - find out why... 2019 upgrade brings even more powerful features like new SLA reports, quick replies, automatic follow-ups, dashboards, and more.

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Help desk 2019 - all you need for professional support is here

The best Redmine Help desk is here! Users' feedback was taken into account and Easy Redmine Help desk got a few missing features that make it complete a Help desk tool now.

Streamline all customer processes. Set your SLAs and provide your clients with top quality support and increase their satisfaction using Easy Redmine Help desk.

Most notable new features of Easy Help desk 2019:

  • SLA reports - average first response, failed SLAs, success ratio, etc.
  • Ticket performance monitoring by operator (ticket owner)
  • Quicker email replies from the ticket
  • Automatic email follow-ups from ticket
  • New dashboard for Help Desk managers
  • New dashboard for Help Desk operators
  • New preset dashboards with advanced statistics

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Features of Redmine Help desk plugin by Easy

 
  
Tickets from e-mail or simplified user interface
Sorting of tickets into projects according to customer/products or keywords
Automated e-mail notifications for clients during ticket processing
SLA monitoring – time to respond, time to solve, pre-paid hours, SLA fulfilment
Reports per service project, client, product, territory, etc.

Customizable performance statistics

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Easy Help desk - your gateway to Easy Redmine

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REDMINE UPGRADE

 
Easy Redmine is a complete and extensible Redmine upgrade. Combination of new mobile design with useful plugins & features will make you enjoy your project management, improve communication & user experience and save your time. It is extensible with plugins for Resource, Agile, Finance, CRM, Help Desk and more.

 

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More features of Redmine Help desk plugin by Easy

Help desk dashboard

Management and assignment of tickets have never been easier! With the new Help desk dashboard, you can efficiently handle your ticket and available resources. There is no need to open every ticket and create an update for the assignment of responsibilities. You can just preview your tickets at the ticket pool provided by Help desk dashboard to identify the resources need to the given problem. To assign a specific ticket to a certain worker or special group of tickets, simply drag that ticket to one of your “easy buttons”.

What are the easy buttons? They are fully customizable buttons that you will find on the Help desk dashboard and other plugins of Easy Redmine. Create and adjust them in settings, and use them to drag and drop your tickets to a specific person, category, ticket type, etc. What is the overall benefit? Easy manipulation of tickets without the need to leave the main dashboard, thus providing a convenient and efficient way of managing your Help desk.

New in 2019 - SLA events and reports
Not only can you see current prescribed SLA for your open tickets on the dashboard, but you can also monitor how your staff complied (satisfied) SLA on finished tickets. So-called "SLA event" is created automatically when a message is sent to the customer. It will contain information about the first response time and SLA compliance.

Redmine Help desk plugin

Adaptive & time-saving ticketing system

Organizing tickets in Easy Redmine Help Desk offers very diverse solutions - sorted ticket queues, ticket kanban overview, automatic assignment to agents, assignments by a dispatcher, etc; that will adapt to your practice. All crucial features of renowned help desk systems such as custom email templates and signatures; private (internal) comments; email sender, subject, recognition; autoreplies about ticket creation; project-based SLA are ready to help serve your customers.

New in 2019 - Automatic follow-up, Quicker reply sending
Furthermore, new features in 2019 release even expanded the capabilities by adding Quick replies, automatic email follow-ups, pre-set importable dashboards with statistics. Options for how to send replies to customers from tickets - quick reply, which sends an email directly after saving the comment, or editable reply, where after the comment you may review the email that will be sent. When your operators have done their job, it is time to let Help desk do the rest - email follow-up and/or close passive tickets, ask for customer feedback about their past resolved tickets.

All operations are then caught in reports and visualized in charts that are pre-set on downloadable dashboards that you can implement to your application within 5 minutes. All operations are then caught in reports and visualized in charts that are pre-set on downloadable dashboards (from Community portal) that you can implement to your application within 5 minutes.

Redmine Help desk plugin

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Help desk project overview

Would like to have a clear overview of your support clients? Help desk Project feature can help you with that! Project overview allows you to set and observe the number of contract hours according to SLA, the number of hours that have been already worked and the remaining hours. In addition to that, it provides color coding for each project, which gives you a nice visual representation of the current statuses of projects. Furthermore, you can easily categorize your projects, for example of the basis of the importance of a particular customer or the level of services provided. Naturally, within each specific project, there is its own overview that goes into more detail - ticket reports, SLA events, time sheets, etc.

New in 2019 - Custom email design per project
Every customer's help desk project may have its own email heading and footing with HTML formatting. Emails sent to such special projects will have a personalized look and contain customer-specific information. This includes both emails from your operators, and also automatic emails (after ticket creation, auto-follow-ups).

Redmine Help desk plugin

Statistics for performance evaluation

Tracking performance of your Help desk has never been easier. Thanks to the statistics monitoring features you can get a quick overview of your support service performance. Help desk statistics are incredibly customizable. Examples of statistics include closed tickets per operator, average spent time per closed ticket, average first response time, number of replies per ticket and many many more that you can think of. It is possible to view and compare statistics for a different time period, operator, project, allowing for a neat cross-sectional analysis of Help desk performance.

New in 2019 - Ticket owner statistics, full dashboard filtering, SLA events
By adding a new attribute to help desk tickets - ticket owner, we expanded the performance evaluation possibilities. Now you can also monitor closed tickets per owner, instead of just by the operator who closed the ticket himself, or you are able to closely monitor the longest open tickets per owner (regardless of whether they are assigned to him). In addition to filtering a specific module (chart, report, list), dashboards containing multiple modules can be filtered as a whole - one filter is applied to all contents. Such filtering is possible by date, user, project or country. SLA events can be used to monitor the fulfillment of prescribed SLA, but also general first response time or a number of replies in a ticket.

Redmine Help desk plugin

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Complex Settings for Redmine Help desk

 

Using complex settings you can customize various parts of your Help desk. For example, you can create email templates for auto-replies and corporate logos and signatures. You can also configure your projects for automatic ticket assignment and specify SLAs. Mailbox processing configuration allows POP3 and IMAP protocols, including folder support. To help you with the configuration of your Help desk 2019, we have created an easy to follow manual. There you can find explanation of all the settings and detailed description of the terms used in the Help desk by Easy Redmine. Follow the steps of our complex Redmine Help desk cookbook to get your Help desk up and running in no time!

 

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How do users see it?

 

"Easy Redmine met our needs out of the box. The product is feature rich and the price is low compared to products with similar features. We are satisfied with the performance of the product and would not hesitate to choose it again."

Vladimir Zarov testifies to Easy Redmine
Vladimir Zharov
Senior Consultant
Awara IT Solutions, Russia


"We use Easy Redmine to simplify our work in managing projects. We made a few tweaks ourselves to this Open source application but we are overall very satisfied."

Elmar Branch testifies to Easy Redmine
Elmar Branch
Managing Director
Minkenberg Medien GmbH, Germany

 

IPMA & PMI standards compatible

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SHINE Consulting Ltd.- holder of accreditation of the Project Management Training Program “Project Management in Practice” (International Standard IPMA) and is also a member of the PMI R.E.P. Registered Education Provider. **The PMI Registered Education Provider logo is a registered mark of the Project Management Institute, Inc.

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