Redmine Help Desk 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… The newest upgrade brings even more powerful features like new SLA reports, quick replies, automatic follow-ups, dashboards, and more.
- First Redmine solution on Rails 6
- Upgradable from all Redmine versions
- 100% Open Source
Help desk – all you need for professional support is here
The best Redmine Help desk is here! Users' feedback was taken into account and the 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:
- 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 and operators
- New preset dashboards with advanced statistics
Explore Help desk plugin in Easy Redmine free trial.
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
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.
More features of Redmine Help desk plugin by Easy
This is a bundle of Easy Redmine plugins that streamlines all customer processes. Set your SLAs and provide your clients with a top quality support and increase their satisfaction using Easy Redmine Help Desk. Try integrated Help desk solution by Easy Redmine for improved customer care and smoother processing. There are two basic ways of creating tickets – from e-mail or from a simplified user interface. Tickets are stored in projects where you can define SLAs, pre-paid hours, transfer 'unused' hours and easily generate reports.
Management and assignment of tickets have never been easier! With the new HelpDesk 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 the HelpDesk dashboard to identify the resources needed for the given problem.
- Ticket drag & drop
- Unanswered tickets pool
- Tickets for review
- Agile board for bugs and feature development
- See the current prescribed SLA for your open tickets
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; auto replies about ticket creation; project-based SLA are ready to help serve your customers.
Furthermore, new features 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 the 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 into your application within 5 minutes. All operations are then caught in reports and visualized in charts that are pre-set on downloadable dashboards (from the Community portal) that you can implement into your application within 5 minutes.
HelpDesk project overview
Would like to have a clear overview of your support clients? The HelpDesk 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 on 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, timesheets, etc.
Every customer's helpdesk 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).
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.
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.
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, 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!
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."
"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."
IPMA & PMI standards compatible
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.