Redmine Servicedesk Plugin

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.