HelpDesk for Easy Redmine
This is a bundle of Easy Redmine plugins that streamlines all customer processes. Set your SLAs and provide your clients with top-quality support and increase their satisfaction using the Easy Redmine HelpDesk.
HelpDesk
Try the 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.

Key features:
- Tickets from e-mail or simplified user interface
- Sorting of tickets into projects according to customer/products or any other criteria
- Automated e-mail notifications for clients during ticket processing
- Definition of SLA – time to response, time to solve, proprieties, pre-paid hours
- Reports per project or client + overall stats of ticket processing
- Customizable Help Desk statistics
- SLA reports - average first response, failed SLAs, success ratio, etc.
- Ticket performance monitoring by the operator (ticket owner)
- Quicker email replies from the ticket
- Help Desk users – an extension of the Help Desk with an interface for external customers who enter and manage their requests through the Help Desk









Alerts - early warning system
Easy Redmine Alerts are here to notify you about the updates that are relevant specifically to you. Users can define their own alerts and get notified via e-mail if the defined conditions are met. Typical alerts include milestone due dates, exceeded budgets, overdue tasks, etc.

Key features:
- Sends e-mail notifications to one or more users
- 3 categories of notifications
- Configuration of conditions for notification on tasks, projects, milestones
- Configuration of time when the conditions should be evaluated


HelpDesk Director Dashboard
A predefined personal dashboard suitable for the HelpDesk Director role is designed to provide at-a-glance awareness of current performance relevant to customer support management.

Key features:
- Attendance (absences)
- Team time reports
- HelpDesk statistics
- HelpDesk control center
- HelpDesk Kanban



HelpDesk Operator Dashboard
Predefined personal dashboard suitable for HelpDesk Operator role is designed to provide at-a-glance awareness of current performance relevant to customer support operation.

Key features:
- My time report
- Attendance
- My Kanban
- HelpDesk statistics
- HelpDesk control center


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