Turn support email into tickets, track response times against a service level, and give customers a portal for their own tickets.
Documented for version 1.0.1 · Verified against 016463f
Support email becomes tickets. The people writing in do not need accounts — a
contact record holds who they are — and their replies land on the same ticket
rather than opening a new one. Response times are tracked against a service
level, SLA compliance reports how you are doing, and a portal lets customers
follow their own tickets without signing in to anything. Agents work on
ordinary Redmine issues throughout.
Connecting the mailbox is covered in helpdesk email.
Mailboxes, reply templates and service-level targets are configured from the console, not from a settings screen — on RedminePRO Cloud, support does it for you. There is no separate reply composer either: an agent replies by adding a note to the ticket, and it goes out as email.
