Redmine Products / Redmine ServiceDesk Plugin

Handle support requests without letting anything slip

What came in today, and what is still open?
The ServiceDesk plugin turns incoming emails into helpdesk tickets in Redmine. They show up in the same list as your other issues, with status, assignee and the contact of the sender. That makes it visible what arrived and what is still outstanding.

From administration to the HR department and from IT to marketing, you manage all incoming requests in one central location.

How a request travels From the email to the ticket, with no manual step in between REDMINE SERVICEDESK PLUGIN IN REDMINE OUTSIDE Request email or web form Helpdesk ticket Printer 2nd floor not printing Tracker set Assignee added Contact created Automatic acknowledgement The next image shows what this looks like in Redmine. © AlphaNodes GmbH
A helpdesk ticket created from an email, with the original message attached and the contact record of the sender next to it
The contact form with address, phone and company, and the configuration of additional custom fields
The ignore list with blocked domains, the entry form and a contact marked as spam
Configuration of the helpdesk templates for reply, initial message and automatic reply, plus the settings for closing tickets automatically

The Service Desk Plugin is an extension for Redmine. It provides support teams in IT, service and product development with a functional service desk for more efficient handling and communication with external incoming email requests.

Better handle support requests as a team and solve problems together.

Requests

Convert incoming emails into helpdesk tickets. Tag, track, prioritize, change and close them

Contacts & CRM

Manage contacts, categorize with TAGs, store information, measure customer satisfaction

Responses

Respond more quickly and consistently with canned responses. Requires the Templates plugin.

Increase the productivity of your support team.

Automation

Automated email rules through connection to the Automation Plugin

Customization

Individually customizable appearance of contact lists and table views

Centralize

Dashboard support to better display relevant support requests

Globalize

Manage response templates for Redmine issues and helpdesk tickets in the Templates plugin. Share with others or use cross-project.

Identify, improve and fix problems faster.

Reports

Reports with relevant information: First response time, most active time of day

Evaluations

Determine customer satisfaction with customer service assessments

Real-time Monitoring

Dashboard support to monitor service desk with real-time data

Helpdesk Forms

Generate leads via your website using the API or HTML5 form fields linked to your helpdesk

ServiceDesk for Redmine

Discover 4 advantages that distinguish our ServiceDesk Plugin from other helpdesk tools. Made in Germany, multilingual and part of our hosting package or Enterprise+ Bundle.

1

Response Templates for All Ticket Types

Response templates for helpdesk and regular Redmine tickets, managed in the Templates plugin. Usable globally (cross-project) or with appropriate role permissions in individual projects. This requires the Templates plugin to be installed. It is included in the Enterprise+ bundle.

2

Extensive Automation

Seamless integration with the Automation Plugin offering numerous rule actions. Automation of helpdesk tickets, regular ticket processes, contact entries and more.

3

Project-Specific Block List

SPAM defense through project-specific block lists. Incoming emails and contacts can be marked as SPAM. Block tickets by email sender or subject.

4

Individual Helpdesk Dashboard

Dashboard support for individual helpdesk dashboards. Central overview of current helpdesk requests for managers and support agents.

ServiceDesk as Helpdesk for Small Businesses

The needs of small businesses are not much different from those of mid-sized companies. However, small businesses usually do not have the necessary number of employees to handle support as the big ones do. That's why you need a helpdesk tool with extensive automation capabilities.

  • Do you have SLAs (Service Level Agreements) for certain customers and want to better meet deadlines or escalate in a timely manner?
  • Do you want to automatically tag, prioritize, assign to another agent, or move customer requests to another project?
  • Do you have to consider data protection regulations or industry requirements and want to be sure that your helpdesk tool will help you?

The ServiceDesk Plugin supports you better than other tools in the Redmine area through its integration with the Automation Plugin. Issue rules, automatic resubmission of tickets, or ticket repetitions simplify your support job and ensure that less is forgotten and requests are processed more efficiently.

Redmine ServiceDesk Features

5 important reasons for usage

Particularly valuable for: Companies that already use Redmine and want to professionalize their external communication without having to introduce an additional system.

1. External communication without Redmine access

  • The problem: Customers, suppliers, and partners usually need their own Redmine accounts for communication.
  • The solution: External contacts can simply communicate via email, while everything is handled internally as a structured ticket. This saves on license costs and administrative effort.

2. Central communication history

  • The problem: Email communication is scattered across different mailboxes and difficult to track.
  • The solution: All external inquiries automatically end up as tickets in Redmine. The complete communication history is visible and searchable for all authorized team members.

3. Automatic ticket creation

  • The problem: Manually transferring email inquiries into tickets is time-consuming and prone to errors.
  • The solution: Incoming emails are automatically converted into help desk tickets, and contacts are automatically created. This saves a considerable amount of time in daily processing.

4. Professional spam management

  • The problem: Unwanted emails clog up the help desk and burden employees.
  • The solution: The project-related block list automatically filters out spam. With counters and dashboard integration, you retain control over the effectiveness of the filter.

5. Seamless integration into existing workflows

  • The problem: Separate help desk tools mean media breaks and duplicate data maintenance.
  • The solution: Since everything runs in Redmine, you can use the same project management features: time tracking, reports, workflows, permissions. Helpdesk tickets can be easily moved to regular projects or linked to other tickets.

Ready to improve your employee support or customer service?

The plugin is part of our Redmine Managed Application Hosting. It is available for purchase as part of the Enterprise+ Bundle

FAQ
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The AlphaNodes ServiceDesk Plugin is the most comprehensive helpdesk solution for Redmine. Incoming email requests and web form submissions are automatically collected in a central helpdesk project and processed as tickets, so nothing gets lost in individual mailboxes. Canned responses, automatic acknowledgments, contact management, SLA features, and blocklists are part of the feature set. Tight integration with the Automation Plugin enables custom support workflows to be automated. The plugin is offered as part of the Enterprise+ Bundle, is continuously maintained, and comes with professional vendor support.
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With the ServiceDesk Plugin, externally incoming requests (via email or web form) are managed in a central helpdesk project. Email is received and sent directly from within Redmine. This gives the agent team full visibility, instead of having requests stuck in individual mailboxes.
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The plugin is aimed at companies with customer service agents and managers who use Redmine as a helpdesk for handling incoming support requests from employees, customers, or service providers.
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Incoming email requests are consolidated into a central project. Contact data can be managed there, responses can be sent faster, and specific team tasks can be automated with rules. Through the connection to the Automation Plugin, individual automations are possible.
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Yes. The ServiceDesk Plugin requires both the Redmine Reporting Plugin and the Redmine Automation Plugin as a base. It does not run on its own and is only available as part of the Enterprise+ Bundle, a standalone purchase is not possible.
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Yes, you can try all plugin features in our online demo. We do not offer a downloadable demo version for self-installation.
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You purchase a 12-month support license. It includes access to the documentation, plugin updates, and vendor support for 12 months. After that, you can renew the license if you still need updates and support. This is not a subscription, the license does not renew automatically. Details are available in our Plugin Licenses FAQ.
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Your Redmine installation must meet our current minimum requirements. These can change with new plugin versions. Check the current requirements before purchase.

Buy Enterprise+ Bundle v4.5.0

ServiceDesk only available in Enterprise+ Bundle

Plugin requirements · Plugin FAQ · Terms of use
Documentation, Support, Downloads & Updates 12 Months
Support Languages DE, EN
Support E-mail via customer area
Right to use the obtained version Lifetime
* All prices are net prices excl. VAT.
ServiceDesk requires Redmine Reporting and Automation.