Redmine Products / Redmine Servicedesk Plugin
What if you had the possibility to handle support requests in an optimal way?
The bigger your company, the higher the support volume. The Redmine Service Desk Plugin offers possibilities to support your customers in the best possible way and at the same time to grow flexibly with your company.
From administration to the HR department and from IT to marketing, you manage all incoming requests in one central location.
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, prioritise, change and close them
Contacts
Manage contacts, categorise with TAGs, store information, measure customer satisfaction
Answers
Respond more quickly and consistently with pre-written responses (canned responses)
Increase the productivity of your support team.
Automation
Automated e-mail rules through connection to the Automation Plugin
Customization
Individually customisable appearance of the contact list and table views
Centralize
Dashboard support to better display relevant support requests
Globalize
Manage canned responses for Redmine Issues as well as helpdesk tickets together. Share with others or cross-project
Identify, improve and fix problems faster.
Reports
Reports with relevant information: First Answer Time, Most Active Time of Day
Evaluations
Determine customer satisfaction with customer service assessments
Real-time Monitoring
Dashboard support to monitor service purchase with real-time data
Helpdesk forms
Generate leads via your website. Using the API or HTML5 form fields (issue collector) linked to your helpdesk
Your ServiceDesk for Redmine
Are you comparing different helpdesk tools for Redmine or are you looking for alternatives to products from other providers? Save yourself tedious comparisons of the many functions with each other and get to know 5 advantages that you only have when using the ServiceDesk Plugin from AlphaNodes. Our product is Made in Germany and multilingual usable. The plugin is part of our hosting package for Redmine (on-premise or cloud offer). And can also be acquired by purchasing the Enterprise+ bundle.
#1 - Friendly support in DE / EN
Our years of project work have shown that many companies value qualified support. This means that even complex problems can be solved. And the support requests are handled and stored on a secure server within the EU (Germany).
#2 - Canned Responses for various kind of tickets
For a quick answer to recurring questions you need Canned Responses. Besides the possibility to manage answer templates for helpdesk tickets, you get the additional option to use such templates for regular redmine tickets and this even globally (across projects). Employees with the appropriate role permission can also work with those answer templates in regular projects if required.
#3 - Extensive automation
Typical standard rules for incoming helpdesk tickets are nothing special. That’s why we do without them. Instead, we have seamlessly integrated the ServiceDesk plugin into the Automation plugin. This way, you have numerous Automation actions (PDF-Download) in addition to the usual rules for incoming mails in order to handle customer support requests. Not only your helpdesk tickets, but also regular ticket processes, contact entries and more can be automated and optimized. We make sure that you are always a step ahead of the competition.
#4 - Project-specific block list for spam defense
If you open your Redmine to requests from outside you will never be able to eliminate SPAM emails completely, but you can still do something against unwanted advertising mails. Users with the appropriate authorization can manage the project-specific block list, mark incoming mails or contacts as SPAM and thereby block tickets with certain e-mail senders or unwanted subjects.
#5 - Central, customizable helpdesk dashboard
All AlphaNodes plugins for Redmine come with dashboard support. This allows a helpdesk manager to create an individual dashboard for himself and his support agents. As an entry page to the project, the ServiceDesk always provides you and your support agents with a central view of the current status of helpdesk requests and ensures greater efficiency through better transparency.
ServiceDesk as a helpdesk for small businesses using Redmine
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 more 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 can currently support you better than other tools in the Redmine area through its integration with the Automation plugin. The use of issue rules, automatic resubmission of issues, or ticket repetitions simplifies your support job. And ensures that less is forgotten and requests are processed more efficiently.
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