Redmine as trusted open source helpdesk and ticket system? Features overview and a free guide to start

RedmineUP is perfect fit not only for managing complex projects, but also also great for helping customers with their questions and issues. Instead of using different apps for different project stages, RedmineUP combines everything you need in one platform.

When a project is done, you can easily switch it over to a support project without losing any info. Here’s how:

1. Change the project type from ‘realization’ to ‘support’.
2. Set up Service Level Agreements (SLAs) like priority levels and how many hours are prepaid.
3. Configure it so that emails from customers automatically create tickets
4. Make sure your clients already have access to the system from when the project started.

Your clients can log in to RedmineUP to create new tickets and keep track of existing ones. You can even integrate it into your website so it looks like it’s part of your site. Clients can also use a basic version of the system.

FEATURES

Customer information

Helpdesk is fully integrated with the Redmine Issues module and CRM plugin. Looking at an issue, you can see all customer information with tags, contact information, and previous customer tickets. All related contacts can be used to generate a CC list so you can send messages to them as well

Find out more about Helpdesk functionality you can find at https://www.redmineup.com/pages/plugins/helpdesk

Customers can message their questions in emails, which will automatically turn into tickets. Here’s how it works:

1. You can set up as many support email addresses as you need.
2. Emails from specific domains or addresses can be directed to specific projects.
3. The system assigns tickets to the right support managers automatically.
4. Priorities are set based on keywords in the email subject.
5. You can set due dates for responses and resolutions based on SLAs.

When a ticket is created from an email, the customer gets an automatic reply. You can also set up different email templates for different ticket statuses. Support staff can send updates to customers, and when customers reply, their tickets get updated too.

For internal helpdesks, LDAP authentication is handy. This means employees can log in with their usual credentials, and the system automatically assigns them to the right projects and roles based on their LDAP settings.

You can customize workflows easily in RedmineUP, so your support staff can handle tickets efficiently. There’s a handy “I’m on it” button that assigns tickets to staff, tracks time, and updates the status.

Setting up RedmineUP is straightforward, and there are a lot of case studies available to show how other companies have done it.

So as you see Redmine can be used as a helpdesk system. It provides a ticketing system which allows users to submit and track requests, and an issue tracking system which allows administrators to assign tasks, track progress, and collaborate on solutions.

It also provides features such as custom fields, access control, and email notifications to help manage support requests more effectively. Additionally, Redmine can be integrated with other systems such as customer relationship management (CRM) and bug tracking.

If you receive a lot of emails, it can be difficult to prioritize which emails need to be answered first, and can be time consuming to respond to each email individually. Additionally, it can be difficult to keep track of customer interactions over email, making it difficult to provide consistent customer service.

A better way to manage customer support would be to use a customer service software. Customer service software provides a centralized platform to track, store, and manage customer support requests. This allows customer service teams to stay organized, see the status of open requests, and respond quickly to customers.

Additionally, customer service software allows customers to easily submit support requests, allowing them to get the help they need in a timely manner. Customer service software also allows customer service teams to monitor customer feedback, allowing them to identify any problems or issues that customers may be experiencing. Finally, customer service software allows customer service teams to track and analyze customer service metrics, giving them insight into how well their customer service team is performing.

Let’s set up Redmine based helpdesk

1. Create a free Redmine cloud account:

Maintaining Redmine requires several key elements. First, you need to have a server that can run the Redmine application. This typically requires a Linux-based operating system as well as Ruby on Rails and related software components. Next, you need some basic Ruby development skills in order to configure the application and customize it for your own environment. Finally, you need to keep the server and application up-to-date with security patches and updates. This requires a good understanding of the system and its dependencies, as well as a way to monitor the system for changes.

A cloud-based Redmine account offers several advantages over a traditional, on-premise Redmine installation. First, cloud-based accounts require minimal setup and maintenance, allowing you to get up and running quickly. Furthermore, cloud-based accounts can scale more easily as your team’s needs change. Finally, since cloud-based accounts are hosted on a shared server, costs are typically lower than with a traditional, on-premise setup.

There are several dedicated hosting providers that offer free Redmine accounts, such as RedmineUP, Planio, and Easy Redmine. With RedmineUP, you can create a free Redmine account and start using the software for free.

Once you have registered for the trial, please access your account. Open or create a project for managing requests from your customers. Please be sure that CRM and Helpdesk modules are enabled in this project.

2. Get your first tickets from the email channel

A helpdesk ticketing system is the central point of communication between the helpdesk team and the customer. It is used to track and manage customer inquiries, requests, and issues.

All email messages from your customers can be converted to tickets (issues with tracker: Support). To set up email settings, go to your project Settings — Helpdesk and put your support email in the field “From address”.

On the right side of this page, you can see the field Forward a copy of your email to this address: where you will find your unique address. All messages that come to that address convert to tickets in helpdesk (issues with tracker “Support”).

3. Set up your workflow and Kanban board

By default, all your messages will be converted to tickets with status New. The assigned support manager will be notified by email about a new ticket. He can resolve it or delegate it to a colleague using a private message. In that case, you can use status In progress. That colleague will also be notified by email.

After you answer a ticket, the status will be automatically swiched to *Resolved*. If you receive an answer from your client, the ticket status will be Non answered.

In order to improve the performance, efficiency, and organization of customer service tasks you can use Agile board. The Kanban system allows customer service teams to easily track progress on tasks, prioritize the most important tasks, and ensure that customer service requests are handled in a timely manner. It also helps to reduce customer wait times and ensures that customer service teams are focused on the most important tasks.

4. Monitoring & Reporting

A helpdesk system should be able to monitor and report on customer inquiries, requests, and issues. This allows the helpdesk team to identify and address any problems quickly.

1. Automation: Automation is a key part of any helpdesk system. Automated processes can save time and effort for the helpdesk team, allowing them to focus on more complex tasks.
2. Chat Functionality: Many helpdesk systems include chat functionality, allowing customers to get quick answers to their inquiries. This can be a great way to provide customers with immediate assistance.
3. Ticket Monitoring: RedmineUP HelpDesk allows you to monitor ticket statuses, priorities, and assignments in real-time. You can easily track the progress of each ticket, identify bottlenecks, and ensure timely resolution.
4. Customizable Reports: The plugin offers customizable reporting capabilities, allowing you to generate reports tailored to your specific requirements. You can create reports on ticket volume, response times, resolution rates, customer satisfaction scores, and more.
5. SLA Monitoring: RedmineUP HelpDesk enables you to set up Service Level Agreements (SLAs) for different types of tickets. You can monitor SLA compliance and receive alerts when SLA thresholds are at risk of being breached.
6. Time Tracking: The plugin includes time tracking functionality, allowing you to monitor the time spent by support staff on each ticket. This helps you accurately assess resource allocation and identify areas for improvement.
7. Integration with CRM: RedmineUP HelpDesk integrates seamlessly with RedmineUP CRM, enabling you to track customer interactions across multiple channels. This provides a comprehensive view of customer history and facilitates personalized support.

When choosing an open-source helpdesk system, make sure you think about the complex of required functionality and check out all the options available. Take your time to look into RedmineUP solution with Free 15-days trial here.