All in one application - that is Easy Redmine
RTL Radio use Easy Redmine to maintain help desk, resources, attendance and of course all IT and software projects. We like the complexity - using all-in-one solution is just wonderful.
Besides complex project management, Easy Redmine is often used as a Help Desk solution for customer care. The reason is simple - no more separate applications for various project stages. Easy Redmine Help Desk offers a complex customer care solution.
A big advantage of using Easy Redmine as a Help Desk solution is that you can simply switch realization projects to support projects as you finish them while all the information from the realization stage are preserved. All you need to do is:
Your clients can access Easy Redmine where they create new tickets and track the existing ones.
Easy Redmine Help Desk can be wrapped into your website (using an iframe) so it looks like a native part of it or clients can access a simplified UI.
If clients access your Help Desk, they can also use your knowledge base - actively search for solutions.
Clients create tickets by sending e-mails to defined support mailboxes. Domains or addresses can be mapped on particular support projects - if you receive an e-mail from i.e. vodafone.com -> a ticket is created in the Vodafone project. It offers the following features:
When a ticket from an e-mail is created, an automatic reply is sent to the customer. Also, multiple e-mail templates can be defined for various statuses of the tickets.
Support staff can notify a customer using the ticket update. If the client replies, the particular ticket is updated again.
For internal company Help Desk, LDAP authentication is very useful. According to user's LDAP group role, a personal page template and a support project is assigned. This solves:
Thanks to advanced Redmine filters & trackers & roles & workflow settings and custom fields, any work flow can be easily designed. Your support staff will enjoy the "I'm on it" button which, after clicking, will assign a ticket to you, start counting time spent and change the status.
Help Desk tickets have information about an SLA response, due times for resolution and external e-mail. If a ticket is captured in a "General help desk project" inline editing of the project field makes it easy to place it to a proper help desk sub-project.
Implementation of Easy Redmine is smooth and easy - find out more in case studies of our customers that already upgraded for Easy Redmine.