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Hello and welcome to our basic session on Redmine Service Desk Plugin in about 10 minutes.
The plugin takes questions from your customers sent by mail and pulls them all into one place into your Redmine.
Those external emails are converted into issues. You can organize and manage them in Redmine and ultimately solve problems. This way you gain better visibility into your support processes.
Providing support to your customers is powerful and it can grow very fast. The Service Desk plugin is a flexible tool. It can scale with your business as you grow.
Give your customer faster support by using predefined issue responses. Great function for those who continually receive the same questions or comments and wish to use prepared answer templates to send via email.
With a tool to measure the impact of your work. And that allows you insights to make better business decisions.
Companies start using Service Desk Plugin because they want to make sure, that their email inbox can be shared with the team. No support request is getting missed, when someone in on vacation or out of office.
Put your inbox into Redmine:
Only administrators have unrestricted permissions in Redmine. All other employees should have only the permissions necessary for their job.
To ensure that your team can work efficiently, your agents must be able to:
Permission may differ depending on the needs of the project and what actions specific users need to be able to perform within it.
Decide what data you want to track on those requests and on your contacts.
A CF like Resolution area helps to track what action was needed to resolve a helpdesk ticket. Resolution areas might be: User Education, User Error, Sale/ Upsell, etc.
Custom fields for your helpdesk issues (like Resolution area) can be selected when replying to the customer via helpdesk ticket.
Important impact if you work with custom fields on issues:
Collect useful information and feedback on areas that can be improved.
If you are working with custom fields for issues (Format: List) you are also able to use graphical evaluations for your helpdesk issues. Those are addable as dashboard block on your project overview page.
Gain efficiency through repeatable actions and a customized dashboard for your agents.
Increase agent productivity by:
Answer templates help to increase productivity. They are a pre-set reply to commonly questions or phrases. Use variables to standardize the content. Make them available for the specific project, publicly or your personal use.
Depending on the Type of response you can select them in helpdesk issues (Reply) or use them in global issues (Add comment).
The plugin comes with Dashboard support. Users with appropriate permission can customize the project overview page as well as Redmine home page according to your business needs.
Assign ownership, prioritize tickets, set deadlines, get a comprehensive overview of all customer requests.