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Easy Redmine helpdesk customer careBesides 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. 

Help Desk projects 

Easy Redmine Plugin-Help Desk Projects Fields

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:

  • change the parent project (realization -> support)
  • Configure SLA (priority, pre-paid hours, account manager)
  • Configure ticket creation from e-mails
  • Grant clients access (it should be done already in the realization phase)

 

Easy Help Desk project settings

Easy Redmine Plugin-Help Desk Settings

 

 

Help Desk access for clients with simplified UI

Easy Redmine Plugin-Help Desk Portal Client Access

 

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. 

 

Help Desk Knowledge Base for Clients

If clients access your Help Desk, they can also use your knowledge base - actively search for solutions.

Easy Redmine Plugin-Help Desk Knowledge Base Search

 

 

Tickets from e-mails: clients send e-mails to create tickets

Easy Redmine Plugin-Help Desk Tickets from E-mail Settings
 
 

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:

  • unlimited support mailboxes can be defined
  • sender domains or e-mail addresses are mapped on projects
  • tickets are automatically assigned to defined users - support managers
  • priority of the ticket is set according to the key words in the e-mail subject
  • a due date for reaction and resolution can be set according to SLA

 

E-mail communication from Help Desk

Easy Redmine Plugin-Help Desk E-mail Communication

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.

 

Internal Help Desk & LDAP authentication

Easy Redmine Plugin-Help Desk Authentication

 

 

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:

  • single authentication - internal clients can log into Help Desk using their standard credentials
  • automatic personal page setting - users obtain simple Help Desk personal page with a new ticket form & list of their tickets
  • automatic role & project assignment - users are assigned to projects and roles according the their LDAP properties 

 

Help Desk Work Flow

Easy Redmine Plugin-Help Desk Ticket Work Flow

 

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.

Additional information

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What actually is Easy Redmine?

Easy Redmine is an Open Source software for complex project management with extensions for resources, finance and customer management. In the cloud or on your own server, all comes with professional implementation and support.

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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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What users say about Easy Redmine on Capterra?

  • All in one application - that is Easy Redmine

    Aug 25, 2015

    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.

    Timo Muller
    Chief Information Officer , RTL Radio Deutschland GmbH
    5/5
    Overall
    5/5
    Ease of Use
    5/5
    Customer Support
  • AllInOneSolution for project management

    Apr 5, 2016

    Easy Redmine is a great software that helps us manage project costs, better define our work and is packed with many features that were missing in Redmine. All this embedded in a user-friendly interface.

    Nelson Rodrigues
    Belo Solutions
    4/5
    Overall
    4/5
    Ease of Use
    5/5
    Customer Support
  • Better control over cost and staffing resources

    Mar 24, 2016

    We adopted Easy Redmine six months ago in order to control all of our web projects. We are very happy as we now have a strong visibility in terms of control of costs and staffing resources and we also have a powerful tool for interaction with our customers.

    Cyril Lécot
    Operations Manager , Netquarks
    4/5
    Overall
    5/5
    Ease of Use
    5/5
    Customer Support
  • Easy and robust project management

    Apr 21, 2016

    EasyRedmine is a real step-forward compared to Redmine! More functionalities thanks to many plugins. Better user interface. Very reactive and professional customer service.

    IT Department
    Monaco Paradigm
    5/5
    Overall
    5/5
    Ease of Use
    5/5
    Customer Support
  • Help desk solutions

    Jun 29, 2016

    Professional solution with a lot of features. It help us to manage our customers in more efficient way. Highly recommended especially if you are IT company.

    Felicien Bikang
    WORLD-INNOV.COM
    5/5
    Overall
    5/5
    Ease of Use
    5/5
    Customer Support
  • Lot of useful extra plugins

    Jun 11, 2016

    Akquinet is using Redmine for years. We love all the extra plugins and support that Easy Redmine delivers to let us focus on our job.

    Konrad Mattheis
    Head of Consulting , Akquinet
    5/5
    Overall
    4/5
    Ease of Use
    5/5
    Customer Support
  • Powerful Project Management Tool

    Apr 27, 2016

    Simple Interface and easy to use. Flexible and fit your own need.

    Helen Tang
    Cherrypicks
    4/5
    Overall
    4/5
    Ease of Use
    4/5
    Customer Support
  • Very good software for planning and reporting IT projects

    Apr 6, 2016

    We use Easy Redmine every day to plan projects and all staff reports the time they work using the brilliant timer feature. 

    Mattias Eriksson
    Team manager , People and Solutions AB
    5/5
    Overall
    5/5
    Ease of Use
    5/5
    Customer Support
  • Very useful product!

    Apr 6, 2016

    Our working environment is all based on easy redmine product- tasks, milestones, all managed in one platform which helps us to planing, view progress and more! 

    Alon Almog
    IT , Gita Technologies
    5/5
    Overall
    5/5
    Ease of Use
    5/5
    Customer Support

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